Short story:
I recently upgraded my handset to a Blackberry. I asked before I requested the handset if there were any extra charges. I was told there wasn't. My contract was changed to a £40 + 5 insurance one, an increase from my previous contract, but there we go, I accepted that.
I got the handset today. It doesn't have internet. I rang the company. They told me that I have to pay an extra £5 a month for it, a special charge.
I hit the roof, especially after having spoken to two people and specifically being told that there was no extra charge and that my bill would be £45 a month. It will now be £50.
Where do I stand legally on this? There will be records of the phone conversation (I know this as the first woman I spoke to said she'd need to listen to them before calling me back).