0:00:02 > 0:00:04I've been fighting consumer battles for years
0:00:04 > 0:00:07but there are still many companies trying to do one over on you.
0:00:07 > 0:00:10They don't care. As long as the cash register's going ching-ching,
0:00:10 > 0:00:12that's all they care about.
0:00:12 > 0:00:15Thousands of you are still subject to unfair treatment
0:00:15 > 0:00:20from poor customer service to hidden small print and faulty products.
0:00:21 > 0:00:26What can we do? Make a complaint maybe, that'll get lost in the telecommunications abyss.
0:00:26 > 0:00:31These companies simply don't seem to care and are causing you
0:00:31 > 0:00:34the consumer a lot of unnecessary stress.
0:00:34 > 0:00:36Never fear.
0:00:36 > 0:00:40I'll take want your consumer battles to make sure you don't get done.
0:01:00 > 0:01:02Coming up on today's show,
0:01:02 > 0:01:05BT could stand for Bad Times
0:01:05 > 0:01:07as gripes about their complex contracts
0:01:07 > 0:01:10and careless customer service mount up.
0:01:10 > 0:01:14I've got over 60 different BT complaints in my inbox.
0:01:14 > 0:01:18We had no service whatsoever to get any sort of phone line.
0:01:18 > 0:01:20I had to walk half a mile to a phone box.
0:01:20 > 0:01:24After I entered BT, my bills was coming at nearly four times as much.
0:01:24 > 0:01:26Why is that?
0:01:26 > 0:01:29We see how you guys have been fighting your own battles
0:01:29 > 0:01:32with a visit to one community hero who single-handedly fought
0:01:32 > 0:01:35the council over his council tax banding.
0:01:35 > 0:01:37When you did the maths you could see it.
0:01:37 > 0:01:4126,000 and 40,000 in two and-a-half years?
0:01:41 > 0:01:44There was no way that I could believe that was right.
0:01:44 > 0:01:48And we hit the high street to discover whether you ladies and
0:01:48 > 0:01:52gents of the UK know your consumer rights from your consumer wrongs.
0:01:52 > 0:01:55That would be useful, yeah. I didn't know that.
0:01:59 > 0:02:03When I was a kid, and I'm not talking about that long ago,
0:02:03 > 0:02:07making a call with BT was fairly straightforward.
0:02:07 > 0:02:09PHONE RINGS
0:02:09 > 0:02:10Hello?
0:02:10 > 0:02:12Hello, is Dom there, please?
0:02:12 > 0:02:14Never heard of him.
0:02:14 > 0:02:19But today, it's all about contracts, order forms, direct debits.
0:02:19 > 0:02:22- PHONE RINGS - Hi. Is Dom there, please?
0:02:22 > 0:02:24I said I've never heard of him!
0:02:24 > 0:02:26With all that paperwork and contracts,
0:02:26 > 0:02:30inevitably there are going to be a few crossed lines.
0:02:30 > 0:02:34And someone who knows crossed lines of communication only too well
0:02:34 > 0:02:37is 50-year-old Tony Rodgers from Nottingham.
0:02:37 > 0:02:41Tony has run his family restaurant for 12 years.
0:02:41 > 0:02:46We are a Mediterranean Italian restaurant and we serve fish,
0:02:46 > 0:02:49steaks, pastas, pizzas.
0:02:49 > 0:02:53But like any small UK business, the recession has meant
0:02:53 > 0:02:56looking at all possible ways to save money and in October 2010,
0:02:56 > 0:03:02one well-known phone operator presented an offer he couldn't refuse.
0:03:03 > 0:03:07I had a number of phone calls from British Telecom
0:03:07 > 0:03:10and I kept talking to them but refusing.
0:03:10 > 0:03:13The lady says,
0:03:13 > 0:03:18"Can we look at your bills and let us see what we can do for you?"
0:03:20 > 0:03:23So Tony sent BT his bill and they responded promising
0:03:23 > 0:03:29their package could save him an impressive 16% every month.
0:03:29 > 0:03:33I looked at the contract and I was extremely happy with the deal
0:03:33 > 0:03:34I made with the British Telecom.
0:03:34 > 0:03:37I was told it was a 24 month contract.
0:03:37 > 0:03:39I signed it, e-mailed it back to them
0:03:39 > 0:03:44and hoped everything would go smoothly from then on.
0:03:44 > 0:03:46Not quite smoothly.
0:03:46 > 0:03:51After taking a whole week to get Tony's restaurant landline
0:03:51 > 0:03:53up and running, things got worse.
0:03:53 > 0:04:00Several months down the line, the promise BT made of a monthly 16% saving just wasn't ringing true.
0:04:00 > 0:04:04After I entered BT my bills was coming at nearly four times as much.
0:04:04 > 0:04:06Why is that?
0:04:06 > 0:04:10BT eventually accepted they'd put Tony on the wrong calling plan
0:04:10 > 0:04:12and credited his account.
0:04:12 > 0:04:17But even with this rectification, Tony couldn't understand why
0:04:17 > 0:04:19he wasn't seeing the savings BT had promised.
0:04:19 > 0:04:22He wasn't yet at the end of his contract period
0:04:22 > 0:04:25but rang BT to tell them he wanted out.
0:04:25 > 0:04:28Cue yet another nasty surprise.
0:04:28 > 0:04:31I was in a conversation with one of their staff
0:04:31 > 0:04:36in New Delhi and he told me it was not a two year contract,
0:04:36 > 0:04:38it was five years.
0:04:38 > 0:04:42It was a great shock to the system. Horrifying.
0:04:42 > 0:04:45Even more shocking were the cancellation fees
0:04:45 > 0:04:48BT told Tony he'd have to pay to leave.
0:04:48 > 0:04:52The stress was starting to take its toll.
0:04:52 > 0:04:54I feel that as a restaurateur,
0:04:54 > 0:04:57I was spending too much time on the phone.
0:04:57 > 0:04:59Hours after hours wasting my time
0:04:59 > 0:05:06for something I was hoping was going to save me money and hassle free.
0:05:06 > 0:05:12I ended up in hospital twice because I had suspected heart attacks.
0:05:12 > 0:05:15Because of so much anxiety.
0:05:15 > 0:05:19I admit, I have shouted at them, they shouted back at me.
0:05:19 > 0:05:21I put the phone down on them, they put the phone down on me.
0:05:23 > 0:05:27I believe that Dom could help me to get out this contract,
0:05:27 > 0:05:31to relieve my family, myself and my restaurant
0:05:31 > 0:05:35from stress that we never wanted and we never deserved.
0:05:39 > 0:05:43Sounds like Tony is having a Bad Time with BT.
0:05:43 > 0:05:46I think it's definitely time for some serious intervention
0:05:46 > 0:05:49so I travelled 130 miles to...
0:05:49 > 0:05:51Nottingham.
0:05:51 > 0:05:54Home of Robin Hood and Tony Rodgers, who runs this restaurant
0:05:54 > 0:05:56and has got a problem with BT.
0:05:59 > 0:06:02- How are you doing, Tony? - Nice to see you, Dominic.
0:06:02 > 0:06:04- You've got a problem you want to talk about?- Yes, I do.
0:06:04 > 0:06:06- Can we do it with a coffee? - Yes, of course.
0:06:06 > 0:06:08- Thank you, I'd love that! - You're welcome.
0:06:10 > 0:06:12First, I know Tony wants to leave BT
0:06:12 > 0:06:16because even after his calling plan was corrected
0:06:16 > 0:06:18the savings they promised never happened
0:06:18 > 0:06:21but how far from the truth are we talking?
0:06:21 > 0:06:24It is, in the last bill I've had is £106.43.
0:06:24 > 0:06:28Prior to that, from Virgin, was around £40.
0:06:28 > 0:06:29It's gone from a supposed saving,
0:06:29 > 0:06:33- to it's actually costing you more money.- Yes.
0:06:33 > 0:06:35'And Tony's bills weren't the only thing
0:06:35 > 0:06:37'that didn't make sense to him.'
0:06:37 > 0:06:40As far as you were concerned, what contract were you in?
0:06:40 > 0:06:44I was in a 24 month contract, as far as I was concerned.
0:06:44 > 0:06:47So, when did you realise that, actually, you weren't?
0:06:47 > 0:06:49I would say after a couple of months of arguing with them.
0:06:49 > 0:06:53- And that was the very first you ever recall hearing it?- Yes, yes.
0:06:53 > 0:06:55And you were shocked? How bad?
0:06:55 > 0:06:59- I ended up twice in hospital after talking to BT.- Why?
0:06:59 > 0:07:03I got angry, I shouted because nobody was listening.
0:07:03 > 0:07:08At that point, did all you want was to get out of the contract that you had signed
0:07:08 > 0:07:10and just go back with who you were with before?
0:07:10 > 0:07:13- Yes, I tried very hard. - You obviously asked them for that?
0:07:13 > 0:07:15- Yes, I did.- What did they say?
0:07:15 > 0:07:18One of the managers told me that I had to pay £1,000.
0:07:18 > 0:07:20- A grand?!- Yes.
0:07:20 > 0:07:22'I can hardly believe my ears.
0:07:22 > 0:07:25'£1,000 to get out of the contract
0:07:25 > 0:07:28'that unexpectedly turned from two years to five years?!'
0:07:29 > 0:07:32Before I came down today I contacted BT
0:07:32 > 0:07:36and I asked them for a copy of the contract that they sent you.
0:07:36 > 0:07:39Now, this is what they said you signed.
0:07:39 > 0:07:40Have a look through this
0:07:40 > 0:07:44because, I mean, there's tons and tons of small print and terms and conditions, etc, etc.
0:07:44 > 0:07:47Just read that section up there. What does it say?
0:07:47 > 0:07:49"The committed period is 24 months."
0:07:49 > 0:07:53OK. Which agrees with what you're saying. You are committed for two years.
0:07:53 > 0:07:55- Would you say that's black-and-white?- Yes.
0:07:55 > 0:07:58No confusion there at all, is there?
0:07:58 > 0:08:00'But things are never that simple, are they?
0:08:00 > 0:08:04'As squirreled away in the small print is a distinctly longer commitment period.
0:08:04 > 0:08:09'Three years, in fact, for the line rental side of his deal with BT.
0:08:09 > 0:08:13'But owning a small business in a fickle UK economy
0:08:13 > 0:08:16'means Tony has to be careful what he commits to
0:08:16 > 0:08:19'and he has always been well aware of that.'
0:08:19 > 0:08:22Five years is far too long, in this day and age,
0:08:22 > 0:08:25to commit yourself and my company.
0:08:25 > 0:08:30For the sake of 16% it wasn't me while to make that decision.
0:08:30 > 0:08:32'Sensible words.
0:08:32 > 0:08:35'It seems it would have taken a hell of a telesales pitch
0:08:35 > 0:08:38'to get Tony to agree to any contract of that length
0:08:38 > 0:08:39'but he did put pen to paper.
0:08:39 > 0:08:43'I think Tony has signed the contract
0:08:43 > 0:08:46'not noticing the longer commitment period was there.'
0:08:47 > 0:08:51- What would you be happy with? - I just want to cancel my contract.
0:08:51 > 0:08:54- OK.- I am not after any money, I just want to be left alone,
0:08:54 > 0:08:56to go back to what I had.
0:08:56 > 0:08:58Yeah, you want out and I think, you know, I don't blame you at all.
0:09:00 > 0:09:04'While I investigate I've also asked Tony to do some research
0:09:04 > 0:09:07'on what kind of contract lengths other companies are offering.'
0:09:09 > 0:09:12I tell you what, it seems like between BT and Tony
0:09:12 > 0:09:14there is a few crossed wires
0:09:14 > 0:09:18and a very lengthy contract that Tony doesn't want to be in.
0:09:18 > 0:09:20Let's see if I can get him out of it.
0:09:22 > 0:09:26But it's not just Tony who's having a BT battle.
0:09:26 > 0:09:27A quick glance at my inbox shows me
0:09:27 > 0:09:31that there are many more angry customers.
0:09:31 > 0:09:33So, I've decided to take on two more cases,
0:09:33 > 0:09:37including the plight of Annisa and Michael Stennett from Durham
0:09:37 > 0:09:39and the uncalled for cancellation charges.
0:09:39 > 0:09:43And Stuart and Trudie Wilson from Weston-super-Mare
0:09:43 > 0:09:47who've also received charges for services they never wanted.
0:09:47 > 0:09:51BT's complex contracts have enabled them to be hit with these unexpected fees
0:09:51 > 0:09:55and BT customer services aren't budging.
0:09:56 > 0:09:58More about them later.
0:09:58 > 0:10:02First, time to get the ball rolling with a sternly worded e-mail
0:10:02 > 0:10:06outlining all three cases I want BT to look into.
0:10:06 > 0:10:09But what will BT's response be when I grill them
0:10:09 > 0:10:14about their customer service standards and confusing contracts?
0:10:14 > 0:10:17He believes he was always on a 24 month contract
0:10:17 > 0:10:19so I just need to query whether it was clear
0:10:19 > 0:10:23that one part of it was 60 months and one part of it was 24 months.
0:10:28 > 0:10:32Birmingham, the city said to be the birthplace of heavy metal
0:10:32 > 0:10:36and once home to the famous band Black Sabbath.
0:10:36 > 0:10:39It is now home to over one million consumers
0:10:39 > 0:10:42who may be headbanging when it comes to the subject of consumer law.
0:10:42 > 0:10:45Does the average Brummie know their Sales of Goods
0:10:45 > 0:10:46from the Trade Descriptions Act?
0:10:46 > 0:10:49If not, they should and so should you.
0:10:55 > 0:10:57We're in a busy shopping district
0:10:57 > 0:10:59and my researchers are about to find out
0:10:59 > 0:11:02just how clued-up you, the general public, are.
0:11:02 > 0:11:05First question, "Something Fishy".
0:11:05 > 0:11:08"You buy a goldfish from a pet shop
0:11:08 > 0:11:11"but unfortunately it dies within a fortnight, what can you do?"
0:11:11 > 0:11:13Flush it down the toilet!
0:11:13 > 0:11:16I don't think you can do anything, really.
0:11:16 > 0:11:18- Take it back.- Take it back, yeah. Try and get my money back.
0:11:18 > 0:11:20Well, I'd say that you could take it back
0:11:20 > 0:11:22and demand a new goldfish or your money back.
0:11:24 > 0:11:26Correct, but a mixed bag of answers there.
0:11:26 > 0:11:29Provided you treated the fish correctly,
0:11:29 > 0:11:32buying a pet entitles you to the same consumer rights
0:11:32 > 0:11:33as any other product.
0:11:33 > 0:11:36Meaning a refund or a new goldfish.
0:11:36 > 0:11:39However, the shop could ask you to produce the dead goldfish
0:11:39 > 0:11:43and a sample of the water in your aquarium in separate bags.
0:11:45 > 0:11:47- OK.- Don't flush it down the toilet then!
0:11:47 > 0:11:51Don't do that, it might come back and it you on the bum!
0:11:51 > 0:11:52Next up, it's, "Electric Shocker".
0:11:54 > 0:11:58"The fuse box breaks in your house, leaving you with no electricity.
0:11:58 > 0:12:01"You call out an electrician who replaces the fuse box
0:12:01 > 0:12:03"but presents you with a huge bill.
0:12:03 > 0:12:04"You disagree with the price
0:12:04 > 0:12:07"as you think he has charged too much for parts and labour,
0:12:07 > 0:12:08"what can you do?"
0:12:08 > 0:12:11There must be someone you can complain to?
0:12:11 > 0:12:13I don't know who though.
0:12:13 > 0:12:14If it's a main company,
0:12:14 > 0:12:16I would definitely go to the company and complain.
0:12:16 > 0:12:18- I'd probably just pay it! - I'd just pay it and...
0:12:18 > 0:12:21- Just be like, "That's how much it costs."- ..be annoyed for two days.
0:12:21 > 0:12:24Get a receipt, obviously, and go to Citizens Advice.
0:12:24 > 0:12:28- Probably compare it to somebody else or...- Yeah, see what they can do.
0:12:29 > 0:12:33Correct, three out of four of them are along the right lines.
0:12:33 > 0:12:34You should pay the bill
0:12:34 > 0:12:37but write, "Paid under protest," on the cheque you pay with
0:12:37 > 0:12:40or the company's documentation.
0:12:40 > 0:12:43You should then immediately write to the organisation in question
0:12:43 > 0:12:46to dispute the price charged.
0:12:46 > 0:12:48You should also get quotes from other electricians
0:12:48 > 0:12:51to see what they would charge for similar work.
0:12:51 > 0:12:53I didn't even know that.
0:12:53 > 0:12:55Never happened to me yet!
0:12:56 > 0:13:01Who knows what the future holds? Hopefully, now, HE won't get done.
0:13:01 > 0:13:04Final question, "Horror Holiday".
0:13:04 > 0:13:06"You choose to fly to Spain in three weeks
0:13:06 > 0:13:09"but the airline calls cancelling your flight.
0:13:09 > 0:13:11"It can't transfer you to another flight
0:13:11 > 0:13:13"but just refund your ticket price.
0:13:13 > 0:13:16"All other flights are exceptionally expensive at short notice.
0:13:16 > 0:13:19"Should the airline pay you compensation for the difference?"
0:13:19 > 0:13:20If they've cancelled it
0:13:20 > 0:13:24then, surely, they should help you out to get your holiday.
0:13:24 > 0:13:28Well, I think they should but I don't think they would!
0:13:28 > 0:13:32They've given a refund already, so...that's more than enough.
0:13:33 > 0:13:36Correct, two out of three, not bad.
0:13:36 > 0:13:38If you've been given two weeks notice,
0:13:38 > 0:13:42the company only have to refund your money and nothing more.
0:13:42 > 0:13:43With a flight cancellation
0:13:43 > 0:13:46you'd be entitled to a refund of the ticket price,
0:13:46 > 0:13:47a re-route as soon as possible
0:13:47 > 0:13:50or a re-route at a later, convenient date
0:13:50 > 0:13:53BUT if you bought travel insurance when booking
0:13:53 > 0:13:57check these terms and conditions because you may be covered.
0:13:57 > 0:14:00They seem to be a law unto themselves, don't they?
0:14:00 > 0:14:04Most of the time regulations in place are fair to the consumer,
0:14:04 > 0:14:06so know your rights.
0:14:06 > 0:14:09I'm glad that my hard work in educating you is slowly paying off
0:14:09 > 0:14:11and less of you are getting done!
0:14:19 > 0:14:24Earlier on I met the restaurant owner Tony Rogers from Nottingham
0:14:24 > 0:14:28who, after being promised a deal 16% cheaper, switched to BT.
0:14:28 > 0:14:32The reality was that his bills increased and when he went to cancel
0:14:32 > 0:14:35BT presented him with yet another shocker.
0:14:35 > 0:14:38Instead of the two-year contract he thought he was on,
0:14:38 > 0:14:41the small print stated something else.
0:14:42 > 0:14:44The darkest moment of this process
0:14:44 > 0:14:48was when I found out that I'm in a contract for five years with BT.
0:14:48 > 0:14:55And, what's more, BT wanted £1,000 in fees to cancel this contract.
0:14:55 > 0:14:58I couldn't afford, I still, today, can't afford £1,000.
0:14:58 > 0:15:00I was hoping to save 16%,
0:15:00 > 0:15:02which would have been six pounds a month.
0:15:02 > 0:15:06In cases like this with big companies,
0:15:06 > 0:15:08it always pays to know who you are up against.
0:15:08 > 0:15:10So, time for me to do some research.
0:15:10 > 0:15:12BT should know better.
0:15:12 > 0:15:18They are the major provider of telecommunications networks and services in the UK.
0:15:18 > 0:15:21Despite being one of the big boys
0:15:21 > 0:15:24and making £1.7 billion before tax last year,
0:15:24 > 0:15:27they claim one of their main priorities
0:15:27 > 0:15:30is to be the brand for business in the UK.
0:15:30 > 0:15:34I'm sure Tony would have something to say about that one.
0:15:34 > 0:15:37Listed among their brand values are to be trustworthy,
0:15:37 > 0:15:39helpful and straightforward.
0:15:39 > 0:15:42But as far as some of their customers are concerned,
0:15:42 > 0:15:45they're not living up to their promise.
0:15:45 > 0:15:46There's no doubt about it,
0:15:46 > 0:15:50when it comes to BT, Tony is not a happy chappie.
0:15:50 > 0:15:51And, unsurprisingly,
0:15:51 > 0:15:55his problem is not the only one clogging up my inbox.
0:15:55 > 0:15:58I've already sent an e-mail to BT letting them know I've taken on Tony's case,
0:15:58 > 0:16:04but also the cases of two other couples who have suffered at the hands of BT.
0:16:05 > 0:16:08Stuart and Trudy Wilson, from Weston-super-Mare,
0:16:08 > 0:16:11were also tempted by a good-looking BT offer.
0:16:11 > 0:16:15This time for their landline and broadband connection.
0:16:15 > 0:16:16We cancelled the Sky contract.
0:16:16 > 0:16:19We didn't want to have the television any longer,
0:16:19 > 0:16:23so we wanted to go from Sky to BT. It seemed like a cheaper option.
0:16:25 > 0:16:29So, on 1st August 2010, they placed their order
0:16:29 > 0:16:32and were told the changeover would happen three weeks later on the 25th.
0:16:32 > 0:16:34But it didn't.
0:16:34 > 0:16:39So, we were left without any connection whatsoever.
0:16:39 > 0:16:43And when we contacted BT they told us it could be two to three weeks
0:16:43 > 0:16:46before a re-connection could be made.
0:16:48 > 0:16:51Two to three weeks?! With no phone line or broadband!
0:16:51 > 0:16:56BT had another go at fixing the problem but failed again,
0:16:56 > 0:16:59leaving Stuart with only one option.
0:16:59 > 0:17:03To get any phone line I had to walk half a mile to a phone box.
0:17:03 > 0:17:10Stuart made countless trips to his nearest phone box trying to get the issue rectified.
0:17:10 > 0:17:13The Wilsons found BT to be a communications company
0:17:13 > 0:17:16who were a nightmare to communicate with.
0:17:16 > 0:17:20You are just bashing your head against a brick wall all of the time.
0:17:20 > 0:17:23BT failed a second time to connect them,
0:17:23 > 0:17:26so they cancelled their contract and went back to Sky.
0:17:26 > 0:17:29But a few days later, against their wishes,
0:17:29 > 0:17:33BT went ahead with the connection and proceeded to bill them.
0:17:34 > 0:17:39And then if we did try and get out of being with BT,
0:17:39 > 0:17:47they wanted £150 cancellation fee of the contract we didn't have.
0:17:47 > 0:17:49So, like Tony,
0:17:49 > 0:17:53the Wilsons were struck with a stiff cancellation fee.
0:17:53 > 0:17:56Not a grand, but still £150 for an unwanted service,
0:17:56 > 0:17:59and it didn't stop there.
0:17:59 > 0:18:02From October 2010 until May 2011,
0:18:02 > 0:18:07BT continued to send bill, after bill, after bill.
0:18:07 > 0:18:10The Wilsons were horrified that they were being asked to fork out
0:18:10 > 0:18:14for a service they simply didn't want from BT.
0:18:14 > 0:18:18They refused to pay, so BT sent in the heavies.
0:18:19 > 0:18:24They started to put these bills over to a debt collection agency
0:18:24 > 0:18:28who were phoning us up until 10pm at night, every night.
0:18:28 > 0:18:32They were writing us letters. It was just beyond belief.
0:18:32 > 0:18:35I have been in tears on several occasions.
0:18:38 > 0:18:41They've now reached a stalemate with BT.
0:18:41 > 0:18:45We need Dom's help because we've taken it as far as we possibly can.
0:18:45 > 0:18:52The Wilsons have a final bill of £371.85 for a service they didn't want.
0:18:52 > 0:18:55And, like Tony, they found dealing with customer services
0:18:55 > 0:18:57as painful as pulling teeth.
0:18:57 > 0:19:01All because they signed on the dreaded dotted line,
0:19:01 > 0:19:05meaning BT can charge what they want regardless of the service provided.
0:19:08 > 0:19:10I guess I am a glutton for punishment,
0:19:10 > 0:19:13because I'm also going to help out one more couple,
0:19:13 > 0:19:16Anisa and Michael Stennett from Durham,
0:19:16 > 0:19:18who shortly after signing a new BT contract,
0:19:18 > 0:19:22decided to cancel as nothing was working.
0:19:22 > 0:19:26Regardless of a lack of service, they too were hit with charges
0:19:26 > 0:19:31and cancellation fees to the sum of £368.58.
0:19:31 > 0:19:35Just like the Wilsons, their complaints were ignored by BT.
0:19:35 > 0:19:38And just like the Wilsons, they had the debt collectors set on them.
0:19:38 > 0:19:42Seems to me the common dominator in all of these cases
0:19:42 > 0:19:45boils down to one thing - customer service.
0:19:45 > 0:19:48People are being promised one thing,
0:19:48 > 0:19:50yet being given something completely different.
0:19:50 > 0:19:56And when customers quite rightly complained about not getting the savings or service promised,
0:19:56 > 0:19:59BT quote the terms and conditions in their contract,
0:19:59 > 0:20:01throwing common sense out of the window.
0:20:01 > 0:20:06So, I've already sent an e-mail to BT outlining all three cases.
0:20:06 > 0:20:11And BT have responded saying the cases are dead, over and done with.
0:20:11 > 0:20:15Well, not in my book. Time to get on the blower.
0:20:15 > 0:20:16Hi, good afternoon,
0:20:16 > 0:20:19my name is Dominic Littlewood, I'm calling from the BBC.
0:20:19 > 0:20:22First up, Tony's confusing contracts.
0:20:22 > 0:20:26Much to his surprise he was tied into a 60-month commitment period
0:20:26 > 0:20:31for his line rental, when his call package was just 24 months.
0:20:31 > 0:20:35When he would have taken this on board, would that have been
0:20:35 > 0:20:37a telephone sales call, they normally are?
0:20:37 > 0:20:42Can I request a copy of that phone call, please?
0:20:42 > 0:20:45He believes he was always on a 24-month contract,
0:20:45 > 0:20:50so I just need to query whether it was clear one part of it was 60 months,
0:20:50 > 0:20:51and one part was 24 months.
0:20:51 > 0:20:55I doubt I'll get it but it's always worth asking for a recording
0:20:55 > 0:20:58to see if they can prove what was sold on the phone.
0:20:58 > 0:21:01BT now say the cases are no longer dead
0:21:01 > 0:21:04but they need time to investigate everything further.
0:21:04 > 0:21:07Until then, there is some legislation they need to adhere to
0:21:07 > 0:21:11regarding the debt collectors hounding the Wilsons and the Stennetts.
0:21:11 > 0:21:14In accordance with UK law, can you call off the bailiffs now?
0:21:14 > 0:21:17Because until the dispute has been resolved,
0:21:17 > 0:21:20it actually becomes illegal for anybody to be pursued for money
0:21:20 > 0:21:23with bailiffs or debt recovery agents.
0:21:23 > 0:21:27I am dealing with a woman in the BT Press Office, which is fine,
0:21:27 > 0:21:30but I also want a direct contact for customer services.
0:21:30 > 0:21:33I will come to you in all cases, but just for my record,
0:21:33 > 0:21:36who is the head of customer services?
0:21:36 > 0:21:38OK, but obviously I will always come to you first.
0:21:38 > 0:21:41OK, I'll get back in touch with you very, very soon.
0:21:41 > 0:21:46And can you let me know about that conversation soon? I appreciate that.
0:21:46 > 0:21:48Bye, bye.
0:21:48 > 0:21:50Now, she doesn't want her voice to be recorded,
0:21:50 > 0:21:53but she has basically said, these cases are not dead
0:21:53 > 0:21:56and now you're involved, we will re-look at them.
0:21:56 > 0:21:58I asked who's in charge? She said, "Send everything to me."
0:21:58 > 0:22:01I said, "No, who is in charge?" And I got the name.
0:22:01 > 0:22:04Well, now I've got that,
0:22:04 > 0:22:09should I need to take things further I shall just go direct to him.
0:22:09 > 0:22:12Get those names, get those numbers wherever possible.
0:22:12 > 0:22:16Almost immediately after this call, I get an e-mail from BT
0:22:16 > 0:22:19stating they have put the dreaded debt collectors on hold.
0:22:19 > 0:22:22Which is brilliant news for the Wilsons and the Stennetts.
0:22:22 > 0:22:26That's one less sleepless night and one small battle won.
0:22:26 > 0:22:30But, while BT mull over my other case questions, I have asked Tony
0:22:30 > 0:22:34and the Wilsons to do some research to help me build my argument.
0:22:34 > 0:22:38I want the Wilsons to take a look at some online forums to see
0:22:38 > 0:22:41if other BT customers suffer poor customer relations
0:22:41 > 0:22:46and a service not being provided in a timely manner or at all.
0:22:46 > 0:22:50"Dear BT, I am pretty appalled at the service I have received.
0:22:50 > 0:22:54"The line is still not working despite the many attempts
0:22:54 > 0:22:57"I have made to report the fault.
0:22:57 > 0:23:02"Your operatives have hung up on me unintentionally mid-call,
0:23:02 > 0:23:06"usually while transferring to another of your million departments."
0:23:06 > 0:23:07That is about right!
0:23:07 > 0:23:11Obviously a different complaint, but the thing about
0:23:11 > 0:23:15"I should be billing you and not vice versa" rings true, doesn't it?
0:23:15 > 0:23:19What the Wilsons have read are unsubstantiated claims
0:23:19 > 0:23:25but it's strange that so many other customers seem to have been bitten by the same BT bug.
0:23:25 > 0:23:28It is reassuring to know we are not the only ones.
0:23:28 > 0:23:33So, from poor customer service to poor contracts.
0:23:33 > 0:23:36In Nottingham I have got Tony looking at other companies' contract lengths.
0:23:36 > 0:23:39What is a normal commitment period?
0:23:39 > 0:23:41Five years seems a bit excessive to me.
0:23:42 > 0:23:46I have just been on the phone with other phone providers.
0:23:46 > 0:23:51The longest term of contract is two years, 24 months.
0:23:53 > 0:23:57It seems BT's five-year contract was unusual.
0:23:57 > 0:24:00But as we know, Tony thought he was on a two-year deal.
0:24:00 > 0:24:05It was only when he tried to cancel that he found the small print bound him for five.
0:24:05 > 0:24:09Contracts can be confusing and I wonder if the Great British public agree.
0:24:10 > 0:24:13My research team have hit the streets to find out your views
0:24:13 > 0:24:18on complex contracts and tricky terms and conditions.
0:24:18 > 0:24:21I think contracts, it's not fair they're getting longer and longer.
0:24:21 > 0:24:24I think 12 months maximum is all that's needed, really.
0:24:24 > 0:24:28It's always going to be difficult negotiating with a big company
0:24:28 > 0:24:31as to how long you should be tied into a contract for.
0:24:31 > 0:24:34Pretty much, you have to take what you're given, so it's not fair.
0:24:34 > 0:24:38What if you are given a document with pages and pages
0:24:38 > 0:24:40of terms and conditions and small print?
0:24:40 > 0:24:43If you are older, you need to get the glasses on to read the small print.
0:24:43 > 0:24:48But nobody reads it, it's only afterwards you might go back
0:24:48 > 0:24:52and look at the second page and you get bored witless.
0:24:52 > 0:24:55It definitely needs to be made more clear.
0:24:55 > 0:24:58It's like you are signing your life away. You don't know what to expect.
0:24:58 > 0:24:59And she is not wrong.
0:24:59 > 0:25:03While looking at BT standard contract wording,
0:25:03 > 0:25:04I've spotted something worrying.
0:25:04 > 0:25:08Let's see if these guys are as shocked as I am about what seems an outrageous clause
0:25:08 > 0:25:12but quite a common one in contracts with big companies.
0:25:12 > 0:25:18BT can change the conditions, including the charges at any time.
0:25:18 > 0:25:23I suppose if they got desperate,
0:25:23 > 0:25:27they could charging 500 quid for a telephone call, couldn't they?
0:25:27 > 0:25:29According to that.
0:25:29 > 0:25:31That's totally wrong.
0:25:31 > 0:25:35I thought because they're a company that go way back...
0:25:35 > 0:25:38That has really shocked me, actually.
0:25:38 > 0:25:43This means they can basically charge you what ever they want at any time
0:25:43 > 0:25:48and you would have no say. That is just crazy.
0:25:48 > 0:25:53It is wrong. Isn't it? It is inequality, they can set the terms and conditions
0:25:53 > 0:25:56and we just pretty much have to accept.
0:25:56 > 0:25:58We should do something about it.
0:26:02 > 0:26:06Well, you just heard the Great British public are not too pleased
0:26:06 > 0:26:10about BT's great big contracts and tyrannical Ts&Cs.
0:26:10 > 0:26:13It's got me thinking about the bigger issue.
0:26:13 > 0:26:18More and more companies are pushing us into longer and longer contracts.
0:26:18 > 0:26:22Mobile phones, phones, broadbands and even gyms.
0:26:22 > 0:26:27But are they really that necessary or have we created a contract culture?
0:26:27 > 0:26:31What I'm really trying to say is, do we need all of that paperwork and small print?
0:26:31 > 0:26:33What do you reckon darlin', nuts or bananas?
0:26:33 > 0:26:34Oh, bananas, every time.
0:26:34 > 0:26:37You sure? I was thinking nuts myself.
0:26:37 > 0:26:39You would, wouldn't you?
0:26:39 > 0:26:45Indeed I would but, laughter aside, I want to get to the nuts and bolts of this issue.
0:26:45 > 0:26:47So, we've arranged an interview with Ofcom,
0:26:47 > 0:26:51the regulators for the communications industries.
0:26:51 > 0:26:53Why do we even need contracts?
0:26:53 > 0:26:56You would always have a contract for your phone
0:26:56 > 0:26:58because that protects both parties.
0:26:58 > 0:27:00It helps both sides
0:27:00 > 0:27:02to know exactly what is expected of the provider
0:27:02 > 0:27:03and what is expected of you.
0:27:03 > 0:27:06OK, fair enough,
0:27:06 > 0:27:08but what if there is a lack of clarity in the small print?
0:27:08 > 0:27:10How do you know what to expect?
0:27:11 > 0:27:15All key aspects, the price, length of the contract,
0:27:15 > 0:27:18there are rules that say they have to be made very clear and upfront.
0:27:18 > 0:27:22I would advise anybody to make sure they ask those questions.
0:27:22 > 0:27:25Don't wait to be told, make sure you ask the question.
0:27:25 > 0:27:29If you ask the question and you are either lied to or not told,
0:27:29 > 0:27:30then your case is much stronger.
0:27:30 > 0:27:35It seems BT may have not stuck to the rules.
0:27:35 > 0:27:38Tony was adamant he was sold a two-year contract on the phone,
0:27:38 > 0:27:40not a five-year one.
0:27:40 > 0:27:42Hence why I have asked for recording of the call.
0:27:42 > 0:27:45And, as we have seen Tony is not the only angry one.
0:27:45 > 0:27:48My team has spoken to numerous members of the public
0:27:48 > 0:27:53who are appalled by one particular clause on BT's standard contract.
0:27:53 > 0:27:57Most contracts will have a term that say providers can change the terms
0:27:57 > 0:27:59and they do need to be able to do that.
0:27:59 > 0:28:04But there are rules which stop them from doing just what they like.
0:28:04 > 0:28:09There are rules which say if they are changing a term and it's going to be likely to be of material detriment,
0:28:09 > 0:28:13then they have to notify customers and give them one month's notice.
0:28:13 > 0:28:17OK, but me and the people we spoke to find it ludicrous
0:28:17 > 0:28:21that clause appears on BT's contract in the first place.
0:28:21 > 0:28:25I don't think the caveat is good enough.
0:28:25 > 0:28:27What rights do customers have within their contract
0:28:27 > 0:28:31if a company like BT don't provide the service they assured?
0:28:31 > 0:28:34Certainly, if you have not received what you were promised,
0:28:34 > 0:28:36there has been a failure to provide the service at all,
0:28:36 > 0:28:40you should be able to cancel that contract without any penalty.
0:28:40 > 0:28:43Right, so essentially Tony didn't get savings,
0:28:43 > 0:28:46even after his calling plan correction and the Wilsons
0:28:46 > 0:28:50and the Stennetts did not get a service within an adequate timeframe.
0:28:50 > 0:28:52Yet, they face big fees and charges.
0:28:52 > 0:28:54How can BT get away with this?
0:28:54 > 0:28:57If it is a delay, then that is slightly more difficult
0:28:57 > 0:29:01because it will depend on what your contract actually said you are entitled to.
0:29:01 > 0:29:05So, if the service was guaranteed to be provided on a certain date,
0:29:05 > 0:29:07then maybe you would have a right to cancel.
0:29:07 > 0:29:11But if it was a provisional date, it is slightly more difficult
0:29:11 > 0:29:16and it would come down to how long the delay was and whether it was reasonable.
0:29:16 > 0:29:19So they look at things on a case-by-case basis
0:29:19 > 0:29:21but I also discovered something else.
0:29:21 > 0:29:23It turns out that although the selling
0:29:23 > 0:29:27and cancellation of landlines is regulated, broadband isn't as yet.
0:29:27 > 0:29:30I think this should be addressed
0:29:30 > 0:29:33as these contracts commit people for a very long time.
0:29:33 > 0:29:36For any contract for telecoms, whether it is mobile,
0:29:36 > 0:29:39landline or broadband, there is a rule which says
0:29:39 > 0:29:43you cannot have a contract for more than 24 months, minimum contract period.
0:29:43 > 0:29:48That explains why during Tony's research he could not find
0:29:48 > 0:29:52any other companies offering contracts for longer than two years.
0:29:52 > 0:29:55Good news for you consumers but not good for Tony,
0:29:55 > 0:29:58because he signed his contract before this ruling came in.
0:29:58 > 0:30:02I do feel Ofcom cleared a number of things up
0:30:02 > 0:30:06and I feel I have a very strong case against BT.
0:30:06 > 0:30:09Tony's five-year tie in wasn't clear to him and the Stennetts
0:30:09 > 0:30:13and the Wilsons have been charged for services that were not received
0:30:13 > 0:30:16within what I would consider a reasonable timeframe.
0:30:16 > 0:30:19And I'd like to think Ofcom would agree it was unreasonable too.
0:30:19 > 0:30:23It is clear, there are still some issues that are muddy.
0:30:23 > 0:30:26Because the world of telecoms is so complicated,
0:30:26 > 0:30:28not everything is regulated.
0:30:28 > 0:30:30For me, the bottom line is,
0:30:30 > 0:30:34BT should forget the crafty contracts and get some common sense.
0:30:34 > 0:30:36They didn't deliver the goods,
0:30:36 > 0:30:38so they shouldn't penalise their customers.
0:30:38 > 0:30:40I am going to let them know what I think.
0:30:40 > 0:30:42Whether you were able to go round
0:30:42 > 0:30:44and sort it out or not is slightly irrelevant.
0:30:44 > 0:30:47The fact is, once it was cancelled
0:30:47 > 0:30:50they still got these charges for a service they never received.
0:30:53 > 0:30:57More and more of you are becoming consumer savvy nowadays
0:30:57 > 0:31:00and by putting your knowledge to the test,
0:31:00 > 0:31:03you are getting some cracking results against the big boys.
0:31:03 > 0:31:04And here is how you did it.
0:31:08 > 0:31:12With some 23 million homes in the UK,
0:31:12 > 0:31:17the Government rakes in around £26 billion a year in council tax.
0:31:17 > 0:31:22Since 1993, we have all had to pay this tax under certain bandings,
0:31:22 > 0:31:26from 'A' the lowest amount, to the highest at band 'H',
0:31:26 > 0:31:30based on property valuations as of 1st April 1991.
0:31:32 > 0:31:35It's the Valuation Office Agency to tell local authorities
0:31:35 > 0:31:37how much you have to pay.
0:31:39 > 0:31:43But what happens if you dispute the band you have been placed in?
0:31:43 > 0:31:46You could find yourself having the door slammed in your face.
0:31:47 > 0:31:49Meet 54-year-old, Bob West.
0:31:49 > 0:31:52He's lived in his three-bed semi-detached council house
0:31:52 > 0:31:55for a very long time.
0:31:55 > 0:32:01I was born in 1957 and I've lived in this particular house since 1958.
0:32:01 > 0:32:02That's 53 years.
0:32:04 > 0:32:06When Bob and his family bought the house in 1988,
0:32:06 > 0:32:09it was valued at around £25,000.
0:32:09 > 0:32:12But when council tax was introduced in 1993,
0:32:12 > 0:32:16Bob was given a 'B' banding for his home.
0:32:16 > 0:32:19He believed it should be in the lowest bracket, 'A',
0:32:19 > 0:32:22for houses worth less than £40,000.
0:32:22 > 0:32:27I knew this house was not worth between 40 and £52,000.
0:32:27 > 0:32:31I put an appeal in about 1993.
0:32:31 > 0:32:36But fearing the Council may make him pay more instead of less,
0:32:36 > 0:32:39Bob, withdrew this appeal.
0:32:39 > 0:32:41However, a few years later his suspicions over his banding
0:32:41 > 0:32:43were aroused once again.
0:32:44 > 0:32:49I left it until about 2009, I think it was.
0:32:49 > 0:32:51At that particular time there was a neighbour of mine
0:32:51 > 0:32:55that called and said I have had a knock on the door from a company
0:32:55 > 0:32:58that say they can get a council tax reduction for me.
0:32:58 > 0:33:00I thought it was a scam at that time.
0:33:00 > 0:33:02I thought somebody was just trying to make money out of it.
0:33:02 > 0:33:04I didn't think no more of it.
0:33:04 > 0:33:08But a few days later, after I had spoken to the lady,
0:33:08 > 0:33:10I thought, I am not in the right tax band.
0:33:10 > 0:33:16In September 2010, Bob decided to get the ball rolling again.
0:33:16 > 0:33:18So I thought, no, I'll have a go at this.
0:33:18 > 0:33:21I'll actually phone Durham valuation office up.
0:33:21 > 0:33:24I suggested to them that I may have been in the wrong band,
0:33:24 > 0:33:25I should have been in band A.
0:33:25 > 0:33:31On 30 September, Bob received a written response.
0:33:31 > 0:33:32Two or three weeks down the line,
0:33:32 > 0:33:35the lady from the valuations wrote me a letter and said, no,
0:33:35 > 0:33:38I'm sorry, Mr West, we've examined the facts,
0:33:38 > 0:33:41we definitely think you should be in band B.
0:33:41 > 0:33:47Unhappy with the valuation office's frank rejection of his claims,
0:33:47 > 0:33:49Bob didn't give up, and sat down to compose his case.
0:33:49 > 0:33:51Once you look at the letter properly,
0:33:51 > 0:33:56there was more holes in it than an old nightshirt.
0:33:56 > 0:34:00And effectively what they were trying to say to us was that my house
0:34:00 > 0:34:05had gone up in value from 25,000, which was the value at the time,
0:34:05 > 0:34:08to above 40,000 pounds,
0:34:08 > 0:34:12which was the start limit for the band B council tax band.
0:34:12 > 0:34:16When you did the maths, you could see, 26,000, to 40,000, in two
0:34:16 > 0:34:24and a half years? That's 68%. And there was no way that that was right.
0:34:24 > 0:34:26So, what I did was, I composed this letter
0:34:26 > 0:34:31and sent it off to the valuation office, and I also asked them for
0:34:31 > 0:34:35a valuer to come out to the property to have a look for themselves.
0:34:35 > 0:34:37Nice move.
0:34:37 > 0:34:40Bob's attention to detail in his letter obviously struck a chord,
0:34:40 > 0:34:43and, a few weeks later, a valuer came round.
0:34:43 > 0:34:46He did his survey, looked round, took about 10-20 minutes
0:34:46 > 0:34:50and says, "I'll get back to you, Mr West."
0:34:50 > 0:34:52And, after patiently waiting,
0:34:52 > 0:34:56Bob's concerns over his council tax banding were finally cemented.
0:34:56 > 0:34:58About three weeks later,
0:34:58 > 0:35:01I was fortunate enough to get a letter saying,
0:35:01 > 0:35:04"I am pleased to tell you, that you have actually gone from band B, to band A."
0:35:04 > 0:35:08- His efforts had certainly paid off. - I got a refund of £2,000.
0:35:08 > 0:35:13I was quite surprised, actually, because it went back to 1993.
0:35:13 > 0:35:15I was paying £170 per year less.
0:35:15 > 0:35:19But, Bob wasn't quite ready to give up his fight.
0:35:19 > 0:35:23He also helped some neighbours with their cases against the council
0:35:23 > 0:35:27and, one by one, they were rebanded and refunded.
0:35:27 > 0:35:32It was quite a substantial amount of money, and I can't thank him enough
0:35:32 > 0:35:34for all the help he has given us.
0:35:34 > 0:35:39We couldn't have done it without Robert's help. Not any way.
0:35:39 > 0:35:42Bob is a community hero.
0:35:42 > 0:35:45If you feel that you're in the wrong council tax band,
0:35:45 > 0:35:47the valuation office, they're fair,
0:35:47 > 0:35:51they will look at things, but you have got to push it.
0:35:51 > 0:35:54If you think you're right, you have got a chance of winning.
0:35:54 > 0:35:55You really have.
0:35:55 > 0:35:58Her Majesty's Revenue And Customs said...
0:36:09 > 0:36:11Have you noticed that nowadays,
0:36:11 > 0:36:15you can't walk down the street without being taxed for something?
0:36:15 > 0:36:18I am always in favour of those people who are trying
0:36:18 > 0:36:21to put wrongs right, and good Samaritan Bob did just that,
0:36:21 > 0:36:26not just himself, he also did it for his neighbours, too.
0:36:26 > 0:36:27Good on you, Bob.
0:36:34 > 0:36:37I'm taking on telecoms giant BT
0:36:37 > 0:36:39for three sets of customers at their wits end.
0:36:39 > 0:36:41Tony Rogers from Nottingham.
0:36:41 > 0:36:46I spent hours and hours on the phone trying to resolve this problem,
0:36:46 > 0:36:47but no-one helped.
0:36:47 > 0:36:50Trudie and Stuart Wilson from Weston-super-Mare.
0:36:50 > 0:36:54I think BT's customer service absolutely stinks.
0:36:54 > 0:36:57And Michael and Annisa Stennett from Durham.
0:36:57 > 0:37:00That's three cases, three complex contracts
0:37:00 > 0:37:03and three lots of cancellation fees
0:37:03 > 0:37:05for services and savings that never materialised.
0:37:07 > 0:37:10I've been dealing with BT for three weeks.
0:37:10 > 0:37:13E-mails have been going back and forth about all three cases,
0:37:13 > 0:37:16and things are looking positive.
0:37:16 > 0:37:17But they still haven't answered
0:37:17 > 0:37:20some of the most basic questions I've put to them.
0:37:20 > 0:37:23It's Dominic Westwood from the BBC. Good afternoon to you.
0:37:23 > 0:37:27I want to see if they stand by their questionable customer service.
0:37:27 > 0:37:30Complex contracts, and where their common sense is
0:37:30 > 0:37:32when dealing with customers.
0:37:32 > 0:37:34I did get your e-mail, thank you very much for that.
0:37:35 > 0:37:37I just want to fine tune a few things.
0:37:37 > 0:37:40This is probably one of the last times you'll be hearing from me,
0:37:40 > 0:37:43you'll be pleased to hear, I'm sure.
0:37:43 > 0:37:45The Stennetts.
0:37:45 > 0:37:47Can you just explain to me
0:37:47 > 0:37:51why they were charged a termination fee for a service they never got?
0:37:51 > 0:37:53'After all, Ofcom said,
0:37:53 > 0:37:56'if there's been a failure to provide the service,
0:37:56 > 0:37:59'you should be able to terminate the contract without penalty.'
0:37:59 > 0:38:01What I'm querying is, they tried to cancel this service
0:38:01 > 0:38:04because they weren't happy for whatever reason, that's fair enough
0:38:04 > 0:38:07and, whether you were able to go round and sort it out,
0:38:07 > 0:38:09is slightly irrelevant.
0:38:09 > 0:38:11The fact is, once it was cancelled,
0:38:11 > 0:38:15they still have got these charges for a service they never received.
0:38:15 > 0:38:17The charges came after it was all cancelled.
0:38:18 > 0:38:20I think that's a bit unfair, don't you?
0:38:20 > 0:38:24'This "computer says no" attitude doesn't bode well with me.'
0:38:24 > 0:38:28'Customers are human beings and, as such, we should be treated as one.'
0:38:28 > 0:38:30I think we will be going round in circles on that.
0:38:30 > 0:38:33'You win some, you lose some.'
0:38:33 > 0:38:37'Next, I want to know about Tony Rogers and his commitment period
0:38:37 > 0:38:40'that he thought was two years, but was actually five.'
0:38:40 > 0:38:44'Ofcom rules say all key aspects, including length of contract,
0:38:44 > 0:38:48'have to be made very clear and upfront. And BT claim they are.'
0:38:48 > 0:38:50'But I beg to differ.'
0:38:50 > 0:38:53The majority, that's two years, is clear enough.
0:38:53 > 0:38:55The 60-month one, you have two really look down and see.
0:38:55 > 0:38:59It doesn't even say five years. And it doesn't say 60 months.
0:38:59 > 0:39:01At the top section it's got period of contract,
0:39:01 > 0:39:03and further down, it says 60.
0:39:03 > 0:39:05It's only then, when you really study it, that you realise,
0:39:05 > 0:39:09hang on a second, one package is five years, one's two years,
0:39:09 > 0:39:12and I think it's very misleading of BT to do it that way.
0:39:12 > 0:39:15'Ofcom thought five years was excessive,
0:39:15 > 0:39:19'which is why they banned it, and as we discovered, quite often,
0:39:19 > 0:39:21'terms and conditions are unclear,
0:39:21 > 0:39:23'to Tony and the Great British public.'
0:39:23 > 0:39:26'This is why I asked for more evidence.'
0:39:27 > 0:39:29The other thing,
0:39:29 > 0:39:33I did request a transcript or copy of the DVD
0:39:33 > 0:39:35with the phone conversation on it.
0:39:35 > 0:39:38He's very sure on the fact that he always thought
0:39:38 > 0:39:41this was a two-year agreement, never a five-year one,
0:39:41 > 0:39:43and I've had this sort of thing myself,
0:39:43 > 0:39:47and it is how a lot of it could be said or explained at the time.
0:39:47 > 0:39:48'What a shame.'
0:39:48 > 0:39:51'It seems they don't have a recording of Tony's call
0:39:51 > 0:39:54'and I don't think I'm going to get much more out of BT.'
0:39:54 > 0:39:57'They just won't answer my awkward questions about
0:39:57 > 0:39:59'their contracts and customer service.'
0:39:59 > 0:40:01Bye-bye.
0:40:01 > 0:40:04'A few more e-mails go back and forth between me
0:40:04 > 0:40:06'and BT to thrash out the finer details.
0:40:06 > 0:40:09'And in the end, we come to three decisions
0:40:09 > 0:40:12'that I hope are good enough for my families.'
0:40:14 > 0:40:16Time to hit the road and deliver some news.
0:40:16 > 0:40:20First, a great positive outcome for the Wilsons.
0:40:20 > 0:40:26"BT would like to apologise to the Wilsons for any inconvenience caused
0:40:26 > 0:40:30"and will not be charging for the service they were unable to receive.
0:40:30 > 0:40:34"Their outstanding balance on their account will be completely cleared."
0:40:34 > 0:40:36Well, I'm absolutely shocked!
0:40:38 > 0:40:42All I can do is say a massive thank you to Dom.
0:40:42 > 0:40:46Michael and Annisa Stennett also came up trumps.
0:40:46 > 0:40:49BT released them from their contract without charge
0:40:49 > 0:40:52and apologised for any inconvenience caused.
0:40:53 > 0:40:57And now, it's back up to Nottingham for one final delivery.
0:40:57 > 0:40:59Now, last time I met Tony,
0:40:59 > 0:41:02he was really passionate about getting out of this contract.
0:41:02 > 0:41:04And I've got some news for him
0:41:04 > 0:41:06which I think he's going to be more than happy to hear.
0:41:07 > 0:41:10Tony? How are you doing, buddy? All right?
0:41:10 > 0:41:13- Getting ready for a busy night? - Yes, hopefully.
0:41:13 > 0:41:16Right, you want to find out what's happened, don't you?
0:41:16 > 0:41:18Yes I do, please.
0:41:18 > 0:41:21I've been in contact with BT and it all boils down to
0:41:21 > 0:41:26that 60-month contract you've got there, and the 24-month one.
0:41:26 > 0:41:30- Whatever happens, you want out of this contract, don't you?- Yes, I do.
0:41:30 > 0:41:34And it's caused you a lot of distress and a lot of worry, etc.
0:41:34 > 0:41:3760 month contract, tear it up.
0:41:37 > 0:41:39Yep? Oh, I love this. Very good.
0:41:40 > 0:41:45Right, 24-month contract. Don't tear it up.
0:41:45 > 0:41:49BT have agreed to release Tony from his contract after two years -
0:41:49 > 0:41:51with no penalty.
0:41:51 > 0:41:55"We would also like to offer a goodwill gesture of £50."
0:41:55 > 0:41:56- Are you happy?- Yeah, yeah!
0:41:56 > 0:41:59You look very happy, which is a good thing!
0:41:59 > 0:42:03You're getting a bit... Aw, I like you!
0:42:03 > 0:42:04Thank you!
0:42:04 > 0:42:06Sorry.
0:42:06 > 0:42:09Don't worry. How'd you feel?
0:42:09 > 0:42:10I want to kiss you right now!
0:42:10 > 0:42:13You're a very passionate man, I know that, Tony,
0:42:13 > 0:42:15but that's out of the question!
0:42:15 > 0:42:18I'll have a glass of vino with you, but no kissing, all right?
0:42:19 > 0:42:22BT issued us with a final written statement.
0:42:22 > 0:42:24They said...
0:42:52 > 0:42:54I am feeling over the moon.
0:42:54 > 0:42:58I am gobsmacked! Thank you!
0:42:58 > 0:43:01Crikey, I was not expecting a reaction like that!
0:43:01 > 0:43:03But it just goes to show, how passionate Tony was
0:43:03 > 0:43:05about getting out of that contract.
0:43:05 > 0:43:07And there's a lesson there for all of us.
0:43:07 > 0:43:09We've got to be so careful what we are signing up for,
0:43:09 > 0:43:10even if it's on the phone.
0:43:30 > 0:43:33Subtitles by Red Bee Media Ltd