Pa

[Elaine1]

Bought an iPhone with mobiles.co.uk using 02, chose the tariff as included travel inclusive zone. T(took screen shot when making purchase online ) . Looked at my o2 app and it seems not included which was confirmed via online chat and a visit to an o2 store. Emailed mobiles.co.uk customer service and was told it WAS included ... they are telling me one thing and 02 another. Now have email from them today to say it was a mistake on website and NOT included...what are my rights and what can I do next ..anyone help please ? .

[Cleoriff]

@Elaine1 

If you are within the 14 day cooling off period then can return the phone. However, if you took a screenshot of the offer then you should make a complaint to Mobiles.co.uk. https://www.mobiles.co.uk/contactus 

[Elaine1]

Hi

I am out with 14 day period but have emailed mobiles.co.uk over 20 times to complain and keep getting g different answers. I called them today and was told nothing could be done so wonder where to go now.

[MI5 · Accepted solution]

@Elaine1 

Your contract is with Mobiles.co.uk so you have to pursue it with them.

I suggest you seek legal advice from citizens advice bureau or try Resolver https://www.resolver.co.uk/

[Elaine1]

Thank You..I will try resolver as getting nowhere emailing mobiles.co.uk

[MI5]

Best of luck @Elaine1 

They are clearly in breach of contract and you have screenshots to back up your claim.

It should be straightforward to resolve for you.