T-Mobile - more guidance from Ofcom
The T-Mobile cancellation saga is still rumbling on with the mobile provider still refusing to allow customers to cancel their contracts following the recent steep hike in international roaming charges, even though it seems blindingly obvious that the T-Mob don’t have a frigging leg to stand on.
Some of you have been using our template letters and are being stonewalled by T-Mobile’s refusal to back down over this one. If you’re serious about trying to cancel your contract, it’s probably well worth digging in and locking horns with them.
Out of the blue, we’ve received a fresh quote from a spokesperson at communications regulator Ofcom, which should help clarify how you can escalate your grievance with T-Mobile. Ofcom said:
"We are aware of the changes to T-Mobile’s roaming charges and we are looking into the matter to determine whether any further action is appropriate. In the meantime, you may find it useful to know that Communications Providers in the UK are required to implement and comply with an Ofcom approved independent Alternative Dispute Resolution Scheme (ADR) for the resolution of disputes between the Communications Provider and its domestic and small business customers, in relation to the provision of public electronic communications services (where a small business is one with 10 or fewer employees/volunteers).
T-Mobile is a member of CISAS which is based at:
24 Angel Gate
London EC1V 2PT
Email: [email protected]
Tel: 020 7520 3827
Fax: 020 7520 3829
If you have exhausted the T-Mobile complaints procedure and you remain unhappy, you should request that T-Mobile sends you a letter which outlines their final position. This is known as a ‘deadlock’ letter. Once you have received this, you will be able to take the dispute to an Alternative Dispute Resolution (ADR) scheme, in this case CISAS. You are also able to take your dispute to an ADR scheme if it remains unresolved after a period of 8 weeks after the date which you first complained."
So there’s some fresh advice straight from the people who should ultimately be able to decide whether or not T-Mobile are going back on the complicated wording in their contract. We’ve got a feeling this one’s going to rumble on for a while longer yet. Keep us up to speed with how your battles with T-Mobile pan out...