Mis-sold contract

[Kayleigh]

hi, just seeking advice...

ive been a customer with o2 serveral years now, and i recently upgraded my contract with them again aroun 2 months ago, being an air hostess my plan was to switch to EE or 3 who offer travel contracts after telling o2 this they informed me they too have a new travel contract which covers USA and all other countries i travel to with work on a regular bases and unlike the bolt on its all included in the contract and i would not get the additional charge of 4.99 a day.

this has proved to be wrong. before taking out this contract i doubled checked over the phone and in 2 seperate shops to make sure as i cannot afford high price contracts with the wages i am on. i agreed to a 41 pound a month contract and it is currently coming out around 60 and i am indeed getting charged the 4.99 a day i was promised by several members of o2 i wouldnt be charged...

i have been ringing with past 3 days ive been off and every time been given different information some saying i will get the charge some saying i shouldnt, as all the calls are recorded they told me they will listen back to them and get back to me not once has someone contacted me and when i called today the manager actually said "just because youve been misinformed it does not say anywhere in the contract we need to cancel it" this is also recorded. if i do cancel my contract i do not see why i should pay for the handset they can gladly have it back but i have been missold and this is not my wrong doing, i also traded in an iphone 7 which now means i would not have a handset to trade in for another therefore the money having to come out of my own pocket,

this is making me feel so stressed and feel as though i cant use my phone when away with work as im scared of getting charged, i need my phone when away to keep in touch with family etc as im only 21. 

i really dont know what do with this contract and im struggling to find away to get out of it, would i be best seeking legal advice or is there another way to deal with this??? 

any advice right now would be greatly appreciated 

thanks 

[Bambino]

@Kayleigh According to this link: https://www.o2.co.uk/shop/international/using-phone-abroad the charge is £4.99 per day. Unfortunately, you are past the 14 day cooling off period. 

You could ask for your PAC to change providers, which would cancel your contract once you switched to a different network, but you will have to pay off what remains for device charges on your current O2 contract. https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

[Kayleigh]

hi yeah i seen that but instore and over the phone i was told differently and they have that recorded which they have told me ive been given the wrong information 

so i dont know where i stand now ?

[Bambino]

@Kayleigh If you can get access to any recording they may have admitting their mistake, then you probably have a case. If you wish to make a complaint, follow this link: https://www.o2.co.uk/how-to-complain Many people have had positive results using Resolver within that link.

[MI5]

The free travel inclusive is only on certain tariffs and only covers certain countries
https://www.o2.co.uk/international/travel-inclusive-zone