Advice re talkmobile and contracts

bethl79

Hi, I had a 24 month contract with talkmobile which started in July 2009, but didn't get round to upgrading until July 2012. I had actually decided to cancel but when I spoke to their retentions they offered me a pretty good deal so I decided to stick with them, especially as I was informed that due to not having upgraded the previous year, I would only have 12 months left until the current contract expired and I would be able to upgrade again in July this year.

I rang their customer services last friday to cancel, only to be told that my contract doesn't expire until July 2014. I explained what I had been told by the salesperson, but they just said that I had been given the wrong information, and that they had a copy of the telephone conversation which they would listen to (anyone know if they actually keep these recordings?!) and then speak to their manager and get back to me.

Hadn't heard anything so I rang back today. I managed to get back through to the same person I spoke to last week, who fobbed me off with a story about how she hadn't had a chance to ring me because she had been off ill, and that she hadn't had a chance yet to speak to her manager but that she would ring me back this afternoon to let me know what they say.

Does anyone know if I have any rights here? I don't have anything in writing (which in hindsight I should have done) and no new contract has been sent to me - which I assumed was because I was already half way through it. In all I feel a bit stupid and pretty peeved . I probably wouldn't be so bothered either about having to stay with them another year but for the fact the internet is so slow on my phone, it's hardly usable unless I am at home next to the wifi.

I would appreciate any help as it would be good to know where I stand before speaking to them again!

grumbler

Submit a formal complaint and request the transcript of the telephone call.

You can take it further to the ombudsman, but without the transcript the outcome is unpredictable as it's your word against theirs.

bethl79

grumbler wrote: »

Submit a formal complaint and request the transcript of the telephone call.

You can take it further to the ombudsman, but without the transcript the outcome is unpredictable as it's your word against theirs.

Thanks, I'll see what they say this afternoon (if they actually ring me back!) and go from there with a formal complaint.