wrongly advised, not have high mobile bill

[charlie82]

Please could someone advise me what to do.

Before I went on holiday to America, I phoned my mobile company to check what the costs of using my mobile would be. The guy told me as I had the passport package (allows cheaper calls when using it abroad) I would only have to pay the connection charge of 75p and then the phone would use my free minutes. Because I didn't want to chance going over my minute, I upgraded my tarriff to the �50 a month package which allows me 1500 minutes (apart from this holiday I would never need to use this package). Well I've just had my phone bill which is �1,000!!! I spoke to my mobile company and they said the 'passport package' doesn't include America. Well, I would have never have used my phone if I had been advised this. The guy knew I was going to america and he sugested I upgraded my free minutes. Because the guy didn't make a note on the system about our conversation I have no proof. I told them to check their telephone archives but was told they only keep for 30 days....convenient! They have offered me a �200 credit as a good will gesture, but if it wasn't for them I wouldn't have such a high phone bill. With the info they gave me it should have only cost me �105.

Please can someone let me know where I stand legally and what I can do about it. Sorry to ramble, hope it all makes sense.

Thanks in advance for any help!

[retrochoir]

Many call centres record all customer calls. If you can remember the date and time of your call the call centre may be able to retrieve your conversation.

[retrochoir]

Also, if you are not satisfied with you mobile companv's response then you could ask to register a formal complaint with them. Let them know that you will keep escalating the complaint until you get a satisfactory outcome.

Ofcom is the communications industry regulator so they may also be able to give you some advice on this.

[retrochoir]

Sorry. I didn't read you question properly.