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    • might be wise to introduce some reason upon WHY you used the card, not just repeatedly state it might kill you visa repeatedly??
    • Thanks for your help.   I have just seen this on a facebook thread     We saw our hotel was not opening so we rang Jet2.com who immediately offered another hotel and gave us a refund the lady was very helpful and polite   When I rang Jet2 they said they couldn't help   At this point  I really would like them to offer us a refund. We do have the funds to pay the balance, but this may be a risk surely as we don't use credit cards. Or are they bound to refund if we refuse to change? Would you advise me to email CEO again and forward the email I have from the accommodation?   This was one of the replies I received:   Hi Pauline,   Thanks for your email   I’m sorry you’re unhappy with our position, but must respectfully confirm this remains unchanged. This position is in line with the package travel regulations.   If your flight had been cancelled and we were unable to provide an alternative flight within 12 hours of the original flight time you would be offered a refund, but we would aim to provide a suitable alternative to ensure the holiday goes ahead, meaning there is some flexibility in the way we can provide this written into the legislation.   Similarly if we are able to provide an alternative hotel which meets certain criteria based on the hotel originally booked, we do not offer a refund as we have been able to provide an equivalent package.   The options would be to accept the alternative hotel, or amend with no administration fees. Please note, if this options is chosen you would need to pay the difference if the cost of the new booking uis higher, and of course if the cost is lower we would refund this for you.   We have suspended our award-winning flights and holidays until the 15th July, and our last flights to the UK before this suspension departed on the 21st March, which created a lot of unprecedented demand, causing prices to fluctuate much more than normal. This system reacts automatically according to demand and availability.   I hope we’ll be able to welcome you on board soon.   Kind regards,   Benjamin Addison Customer Service Escalations Executive   and the last one I received   Hi Pauline,   Thanks for your further email to Steve Heapy, the CEO of Jet2holidays; I’ve been asked to respond on his behalf.   While I’m sorry you’re disappointed, and certainly appreciate your frustrations and personal circumstances, I must respectully advise our position will not change.   You’ve reached the end of our internal complaints process, and if you’re unhappy I would recommend speaking to ABTA at www.abta.com. This would be the correct next step if you wish to take this further as our membership means you have access to their Alternative Dispute Resolution process.   Thanks again for contacting Jet2holidays.   Kind regards,
    • if this is the same as yours  it states exactly who has to do what and when..   dx  
    • Hello everyone, I managed to write a letter but since I am not very good to write such a letter in English I took parts from other letters published in this forum.  I am posting it but if it is not right please tell me and I will try to write another one. Thank You.   Dear Sir, I write regarding the letter that I have received from you and concerning the occasion on when I was reported for travelling on your bus service on 17th January 2020 in Pembridge Road/ Kensington Park Road using another person not transferable zip card.   I apologise profusely for my actions in this case. I pride myself on my integrity and honesty and I feel shameful for my moment of very poor judgement. As an international student under Tier 4 Visa conditions if this matter were to escalate further into court, it would lead to severe penalty from Home Office in my case, thus a criminal conviction would be devastating and I am afraid I will lose the right to remain further in the country.   As said above I am an international student. I have been in England less than a year and ignorantly I did not know the severity of such actions. This does not want to be an excuse for my offence, since I immediately understood how wrong I was, it only wants to be an explanation of  what let me take such a foolish decision of using someone else’s zip card.   I am extremely sorry for what may appear to you to have been an attempt to avoid my liability, but I must stress that this was not intentional. I wish to apologise to the member of staff concerned and to TFL, I am just so sorry for my actions and the inconvenience caused to all involved. I am happy to make immediate payment of the unpaid fare and all the reasonable costs that my actions have caused and avoid a criminal record thereby allowing me to protect my good name.   I have never been in trouble with the law in the past and I am very sorry that my ignorance has led to this situation now. I sincerely hope that you will accept my offer. I am now fully aware of the rules relating to the TFL freedom pass and tickets and can assure you that I will always ensure to hold a valid ticket of my own on any future journeys.   I would appreciate your consideration and I sincerely hope that you can show some leniency in this matter.    
    • I've read through the claim. The defence is in a document format – and I presume that you have simply typed it out. However it is a block of text and it is too difficult to read properly. Please will you post the defence again but this time properly spaced and punctuated in a way that you would like to see if it was presented to you. I have to say that your claim form has run to 9 pages – and pretty well all of it unnecessary. The one most important element which seems to be missing – is that you have asserted your right to reject the vehicle. This is almost all you need to plead in the claim form. You say that you have asserted your right to reject. Please will you post a scanned copy of that. If you don't have access to a scanner then for £49 you can get an excellent run from PC World which will last you for years. We give very good help and advice and support here free of charge – but I think it's reasonable for people to have at least the minimum equipment needed to use this kind of setting. A claim form is simply used to state your course of action – and not to provide all the evidence and advance information about your case. Your claim should simply have been Please will you post the letter of rejection. And yes, it wasn't a good idea to pay by bank transfer
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fairynuff777

T MOBILE - overcharging by direct debit - help !!

style="text-align:center;"> Please note that this topic has not had any new posts for the last 3993 days.

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Ok,

I will try to explain as best i can.

Basically i have a contract with T Mobile.I have been with the years, I always pay monthly via direct debit .In Dec 2007 my contract came to an end , they offered me a deal , keep the phone stay on the300 minutes , unlimited mms & picture messages price plan but they would let me have everything for £12 a month.

I kept the phone and deal as i gave the phone to my daughter .From 2007 - 2008 they charge me via direct debit £12 a month all in.

(Im with orange). Anyway the end of 2008 in november i got a letter saying end of the contract would i renew. I basically phoned said if they would keep the same deal - they said yes so i did.The contract started and they have been charging me £24.47 a month for the last 7 month !!!!

I did not notice this earlier as i dont get a bill with T mobile so when i checked my bank i dissmissed it last month thinking my daughter had talked too long, i noticed it this month.Ive gone back through my bills and have all debits all the same at £24.47 since febuary.

I phoned up to complain .This is what i got.

T mobile are saying i did not tell them , there is no record of me phoning to say this.I told them on the phone til i was blue in the face i would not pay £24 for an old phone then keep the same phone and plan and pay double the next year - Doh.

I asked to speak to some one else - they said there was noone to speak to.Eventually i got through to some one who said they could not help as the computers were down !! ( how convinient).

I am fuming and fobbed off any advice !

 

(I have a brandnew blackberrry pear i pay £24 a month with 500 minutes from orange there is no way i would pay £24 for a 3 year old motorola v3 .)

I cant just cancel the direct debits as i know what phone contracts are like plus they actually owe me money.

 

Any advice please as im phoning again tomorrow.:-x:-x:-x

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Guest Old_andrew2018

Simple advice don't phone put your complaint in writing, otherwise you will get some idiot telling you at best rubbish at worst lies.

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T-Mobile complaints procedure:

Step 1. Put your complaint in writing and send it to the following T-Mobile address:

 

The Customer Resolutions Team

T-Mobile (UK) Limited

6 Camberwell Way

Sunderland

Tyne and Wear

SR3 3XN

 

 

The letter must include:

A) Your name

B) Your address

C) Your T-Mobile account number and /or mobile telephone number

D) Details of your complaint

E) Your resolution requirements

F) A daytime contact telephone number

Step 2. T-Mobile will acknowledge receipt within 3 working days of receiving your letter.

Step 3. T-Mobile will provide a full written response to your complaint within 14 days of receipt of your letter.

Subject to point 4 below, the complaints procedure will be at an end.

Step 4. If the letter from T-Mobile makes an offer of settlement, or it includes a proposal to resolve your complaint,

you must respond to it in writing within 14 days of its issue, again addressed to The Customer Resolutions Team.

Step 5. If you do not respond to the letter from T-Mobile within 14 days of its issue, the complaints procedure shall

be at an end. If you respond by accepting the offer of settlement or proposal to resolve the complaint, T-Mobile

shall within 7 days of receipt of your letter either:

 

Reply to your letter acknowledging your rejection, upon which the complaints procedure shall be at an end, or;

 

Reply to your letter putting forward new proposals in respect to which the provisions of points 4 onwards

above shall apply.

You may also obtain independent advice from the Citizens Advice Bureau, Consumer Advice Centre, Trading

Standards Departments or other telecoms user organisations recognised by the Secretary of State. Whilst we are

happy to work together with any of the above independent organisations, if you decide you need their help to

resolve your complaint, we would always recommend that you contact us first as most problems can be resolved

quickly this way.

If after discussion with T-Mobile you are still unhappy with any aspects of our services, we have established, in

consultation with the Chartered Institute of Arbitrators, a straightforward and convenient procedure for

independent, dispute resolution. This process may be used where we are unable to resolve your complaint after a

period of 12 weeks from the date of your initial complaint has passed or if we write to you at any time informing you

that we cannot resolve the complaint.

If the amount you are claiming does not exceed £5,000, subject to consent by T-Mobile, you have the right to put

the dispute to this adjudication process.

Details of how to apply to the T-Mobile adjudication services can be obtained by writing to the legal department at:

T-Mobile (UK) Limited

Hatfield Business Park

Hatfield

Hertfordshire

AL10 9BW

 

Or by email to arbitration.scheme@t-mobile.co.uk

 

Alternatively, you can obtain further information directly from CISAS by writing to them at:

CISAS

C/o Dispute Resolution Services

The Chartered Institute of Arbitrators

12 Bloomsbury Square

London, WC1A 2LP

 

Website: Home : CIArb

 

Telephone: 0207 421 7432

Or by email to kkorubo@arbitrators.org or to mekpenyong@arbitrators.org

 

This is T-Mobiles complaints procedure taken from their code of practice.


If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

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