0:00:02 > 0:00:04I've been fighting your consumer battles for years.
0:00:04 > 0:00:07But there are still many companies trying to get one over on you.
0:00:07 > 0:00:12They don't care. As long as the cash register is going ching, ching, ching, that is all they care about.
0:00:12 > 0:00:17Thousands of you are still subject to an array of unfair treatment.
0:00:17 > 0:00:21From poor customer service to hidden small print and faulty products.
0:00:21 > 0:00:24What can we do? Make a complaint, maybe,
0:00:24 > 0:00:26that will 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 > 0:00:35But never fear.
0:00:35 > 0:00:39I'll take on your consumer battles to make sure you don't get done.
0:01:00 > 0:01:03And coming up on today's show:
0:01:03 > 0:01:06one man's insistence he DIDN'T TalkTalk.
0:01:06 > 0:01:10The bill looked so ridiculous. It had dozens and dozens of calls to Jamaica,
0:01:10 > 0:01:13to mobile numbers I don't recognise.
0:01:13 > 0:01:16We find out some shocking truths about those
0:01:16 > 0:01:18protecting your home from damp.
0:01:18 > 0:01:21He had taken over £3 million from homeowners
0:01:21 > 0:01:26and hard-working individuals for work that was either completely unnecessary,
0:01:26 > 0:01:29or was done to an extremely poor standard.
0:01:29 > 0:01:30And we hit the streets to see
0:01:30 > 0:01:34if you know your sales of goods from your sold as seens.
0:01:34 > 0:01:36- Wow!- That is very interesting.
0:01:39 > 0:01:45There's some great things have come out of Bristol city - Ribena, plimsolls...
0:01:45 > 0:01:46It is where Concorde was designed
0:01:46 > 0:01:51and it is also where the Queen made the first long-distance direct dial phone call -
0:01:51 > 0:01:53from here, Telephone Avenue.
0:01:53 > 0:01:56Good morning, your Majesty, if you are watching.
0:01:56 > 0:02:00So, it was a royal digit that revolutionised the telephone industry.
0:02:00 > 0:02:02But sadly, not everyone in Bristol
0:02:02 > 0:02:06is as happy about their long-distance phone calls.
0:02:08 > 0:02:11And one such man is Alan Polden
0:02:11 > 0:02:13who moved into his flat in February 2009
0:02:13 > 0:02:18and decided to stay with his existing telephone provider, TalkTalk.
0:02:18 > 0:02:22TalkTalk sent a BT Openreach engineer to connect me,
0:02:22 > 0:02:26and then the line was activated on 30 April.
0:02:26 > 0:02:29But things went badly from the start.
0:02:29 > 0:02:32While TalkTalk attempted to get Alan up and running in his new home,
0:02:32 > 0:02:35a catalogue of errors ensued.
0:02:35 > 0:02:39After being connected for a week, I was cut off for a week.
0:02:39 > 0:02:42Then I was cut off for bills I had paid in full.
0:02:44 > 0:02:49But these troubles were nothing compared to what was about to land on Alan's doormat.
0:02:49 > 0:02:53The next big problem with TalkTalk was the 6th August bill.
0:02:53 > 0:02:58The bill looked so ridiculous. It had dozens and dozens of calls to Jamaica,
0:02:58 > 0:03:00to mobile numbers I don't recognise.
0:03:00 > 0:03:04I never phone mobile numbers from a landline, because it's expensive.
0:03:04 > 0:03:07I just phone from pay-as-you-go.
0:03:08 > 0:03:11His bill was for £77.34,
0:03:11 > 0:03:16which was nearly four times as much as Alan's bills normally were.
0:03:16 > 0:03:19I phoned up TalkTalk, fully assuming
0:03:19 > 0:03:22they would be able to sort this out reasonably easily.
0:03:22 > 0:03:25After being passed around lots of different departments,
0:03:25 > 0:03:30they eventually agreed to strike the bill of 6th August in full and add £50 credit.
0:03:30 > 0:03:35Good on you, Alan, a right little consumer champion.
0:03:35 > 0:03:39But unfortunately, that was only the first battle over.
0:03:39 > 0:03:42My next bill is the 6th September bill
0:03:42 > 0:03:49for which not only does the previous stricken bill of 6 August reappear,
0:03:49 > 0:03:52but dozens and dozens more calls
0:03:52 > 0:03:55to numbers I don't recognise in Jamaica and some mobile numbers.
0:03:55 > 0:03:59Mystery calls to mobiles and Jamaica?
0:03:59 > 0:04:02Alan was livid and did not feel that TalkTalk were doing enough.
0:04:04 > 0:04:10Their response was that they conducted an examination of raw data
0:04:10 > 0:04:13and sent out a telephone engineer to check the integrity of my line.
0:04:13 > 0:04:18They then said that there was no possibility of fraud and I was liable.
0:04:18 > 0:04:22I can't say how these numbers have occurred
0:04:22 > 0:04:25but I know that I didn't make them. They were not made from inside my flat,
0:04:25 > 0:04:27no-one else made them.
0:04:27 > 0:04:32So we have to look at other possibilities
0:04:32 > 0:04:35of how this could have occurred, one of which is billing error.
0:04:35 > 0:04:37The other one is fraud.
0:04:37 > 0:04:42Alan says he didn't make the calls and TalkTalk say that he did.
0:04:42 > 0:04:46With no-one backing down, the bills just kept going up.
0:04:46 > 0:04:49The last letter from a debt recovery agency that I received,
0:04:49 > 0:04:51was for £614.
0:04:53 > 0:04:56There would be absolutely no way I could pay that at all.
0:04:56 > 0:05:00That is one battle with one very large phone operator
0:05:00 > 0:05:02about one very large phone bill,
0:05:02 > 0:05:06itemising dozens of calls Alan is adamant he didn't make.
0:05:08 > 0:05:11One call Alan did make, however, was to me.
0:05:11 > 0:05:14So I have come to Bristol to see if I can get to the bottom of his problems.
0:05:22 > 0:05:25- Alan, good morning.- Hello. - How are you?- Fine, thank you.
0:05:25 > 0:05:29Step out here, young man. Let's make the most of the sunshine while it's here.
0:05:29 > 0:05:33'Firstly, I always like to give all parties the benefit of the doubt.
0:05:33 > 0:05:36'So I need to clear a few things up.'
0:05:36 > 0:05:38It's the obvious thing for me to ask here,
0:05:38 > 0:05:41do you know anybody who lives in Jamaica?
0:05:41 > 0:05:43- No.- Have you ever been there? - No, never had a passport.
0:05:43 > 0:05:46- None of your friends Jamaican?- No.
0:05:46 > 0:05:48- So there's absolutely no connection at all?- No.
0:05:48 > 0:05:50So what did TalkTalk say about that?
0:05:50 > 0:05:53They said that they have conducted an internal investigation
0:05:53 > 0:05:56and looked at the raw data and I am liable.
0:05:56 > 0:05:59- Are you happy with that as a response?- No.- Why not?
0:05:59 > 0:06:01Because I know that I did not make those calls
0:06:01 > 0:06:04and nobody else has had access to the phone over the period.
0:06:04 > 0:06:06I have got my own front door,
0:06:06 > 0:06:08only I have got the keys. It is a small flat.
0:06:08 > 0:06:11If anyone was making phone calls, I'd know about it.
0:06:11 > 0:06:14Now, I know TalkTalk sent an engineer out.
0:06:14 > 0:06:18But I am intrigued as to what extent they investigated.
0:06:18 > 0:06:21I asked the telephone engineer, what are you checking?
0:06:21 > 0:06:24He checked from my phone socket to the local telephone exchange.
0:06:24 > 0:06:29- So we are talking about from upstairs...- Yes.- In your flat, to the local exchange here,
0:06:29 > 0:06:32which normally has a distance of about half a mile maximum-ish.
0:06:32 > 0:06:37With no evidence of tampering or untoward activity found,
0:06:37 > 0:06:40and TalkTalk saying Alan had to pay for the calls,
0:06:40 > 0:06:44he sought help from numerous different sources, even before me!
0:06:44 > 0:06:48I went to my local police station with my bills
0:06:48 > 0:06:51and suggested that there could be fraud.
0:06:51 > 0:06:52They admitted that the distribution
0:06:52 > 0:06:57and number of calls was suspicious, but they couldn't investigate the matter
0:06:57 > 0:07:02unless the phone company or the ombudsman asked them to.
0:07:02 > 0:07:06In October 2009, Alan wrote to Otelo,
0:07:06 > 0:07:09the ombudsman for the communications industry.
0:07:09 > 0:07:14They accepted on face value any statements by TalkTalk.
0:07:14 > 0:07:18It was beyond their remit to investigate fraud.
0:07:18 > 0:07:20So, based on TalkTalk's report,
0:07:20 > 0:07:24Otelo concluded that Alan was liable for the calls.
0:07:24 > 0:07:28I tried to contact the media, I contacted my MP,
0:07:28 > 0:07:32various solicitors, National Debtline, Consumer Direct,
0:07:32 > 0:07:35none of these people could investigate it. Then who?
0:07:35 > 0:07:39It sounds like I might be Alan's last chance to try to settle
0:07:39 > 0:07:44this final debt collection bill of £614.34.
0:07:46 > 0:07:50- Could you afford to pay that, if push came to shove?- No.
0:07:50 > 0:07:53OK. Hence the reason you are disputing it.
0:07:53 > 0:07:56- It is not yours, and you don't have the money.- No.
0:07:56 > 0:08:01But you are happy to pay calls that you made,
0:08:01 > 0:08:03but not in relation to this particular bill.
0:08:03 > 0:08:07Yes, for the period that TalkTalk was actually providing me with a phone service, yes.
0:08:07 > 0:08:11Right. Now, that sounds interesting. Expand on that, tell me what has happened?
0:08:11 > 0:08:16As soon as Otelo gave the final judgement,
0:08:16 > 0:08:21they cut me off on the 24th March 2010,
0:08:21 > 0:08:26but they were still billing me for a call package, about 23 quid a month,
0:08:26 > 0:08:32between 24th of March 2010 and 8th of November 2010.
0:08:32 > 0:08:36- You are talking about at least eight months, at £25, £23 a month?- Yes.
0:08:36 > 0:08:40- Which is nearly 200 quid on top? - Yes.- But you were disconnected?
0:08:40 > 0:08:44I could get incoming calls, but I had no internet and I could make no outgoing calls.
0:08:44 > 0:08:48And in your £23 a month package, you should have had internet and outgoing calls as well?
0:08:48 > 0:08:52- And free evening and weekends. - What do you think of TalkTalk and the way they have handled this?
0:08:52 > 0:08:57They have gone out of their way to make things as difficult as possible.
0:08:57 > 0:08:59This is quite a simple issue where
0:08:59 > 0:09:03there was a very unusual call pattern to numbers that are not itemised
0:09:03 > 0:09:07in my bills before or after these periods, which looked suspicious. Very odd.
0:09:07 > 0:09:11Calls at all times of the day or night, to Jamaica,
0:09:11 > 0:09:17and they should have looked at that bill and gone, this is not my normal call pattern. It looks suspicious.
0:09:17 > 0:09:21I'm a bit worried that it is been going on for two years, and it is still going on.
0:09:21 > 0:09:23- I'll see what I can do.- Thank you.
0:09:25 > 0:09:28I'm particularly concerned about Alan's case and this is the reason why.
0:09:28 > 0:09:31He is adamant that he has not made those phone calls
0:09:31 > 0:09:35and he has tried absolutely everything to resolve the situation himself.
0:09:35 > 0:09:37He spoke to TalkTalk, he has been to the ombudsman,
0:09:37 > 0:09:41he has been to the police, he has even involved his local MP.
0:09:41 > 0:09:46Now he is trying me and I am his last chance.
0:09:46 > 0:09:48I really don't want to let him down.
0:09:48 > 0:09:53Now, regarding the disappointing customer service Alan experienced,
0:09:53 > 0:09:55other consumers have felt the same.
0:09:55 > 0:09:59According to telecoms regulator Ofcom, for two years straight,
0:09:59 > 0:10:03TalkTalk have been the most complained about telecoms provider
0:10:03 > 0:10:05and lost 43,000 customers
0:10:05 > 0:10:09in three months last year as a result of bad service.
0:10:09 > 0:10:13I hope I am one of the lucky ones, as it is time to get cracking on Alan's case.
0:10:13 > 0:10:16Right, time to make my first call to TalkTalk.
0:10:16 > 0:10:18One of the first things I do,
0:10:18 > 0:10:24whenever I see a company has got 0870 numbers, profit-sharing numbers, I don't use them.
0:10:24 > 0:10:29So let's get an alternative number from the internet, which you can do.
0:10:29 > 0:10:32Non-geographic numbers are much more expensive than standard calls,
0:10:32 > 0:10:36so I avoid them at all costs. Here we go.
0:10:36 > 0:10:38A whole list of numbers.
0:10:38 > 0:10:41DIALLING
0:10:41 > 0:10:44'We are currently experiencing high call volumes
0:10:44 > 0:10:47'which may result in a delay in answering your call.'
0:10:47 > 0:10:51This is what gets me about these communication companies.
0:10:51 > 0:10:56You wait ages for a call to be answered. There's very little communication.
0:10:56 > 0:10:58It happens time and time again.
0:10:59 > 0:11:03I might have found a cheaper number, but it is nearly 10 minutes till I finally get through
0:11:03 > 0:11:07to what I have been told is the right department.
0:11:07 > 0:11:12Good afternoon, you are through to TalkTalk customer service. How can I help?
0:11:12 > 0:11:13Hi there, good afternoon.
0:11:13 > 0:11:16My name is Dominic Littlewood and I'm calling from the BBC.
0:11:16 > 0:11:21I'm phoning on behalf of one of your customers who has a query with his bill
0:11:21 > 0:11:24and I wondered if you could tell me if I'm speaking to the right department,
0:11:24 > 0:11:26or point me in the right direction, please.
0:11:26 > 0:11:30No, you are through to the right department. You are through to customer service.
0:11:30 > 0:11:34I explained that I'm taking on Alan's case
0:11:34 > 0:11:38and although I have his written permission, they tell me Alan has to call himself first,
0:11:38 > 0:11:41and they won't give out company e-mail addresses.
0:11:41 > 0:11:44What is your surname please, could you spell it for me?
0:11:44 > 0:11:47Er, we can't give the surname.
0:11:47 > 0:11:51Right, so do you give an extension number, or any way of identifying you?
0:11:51 > 0:11:54There is only one phone line for this call to India.
0:11:54 > 0:11:57Do you have a direct dial number to come through to you?
0:11:58 > 0:12:01No, we don't have. The call can land anywhere.
0:12:01 > 0:12:08So, if I phone up this call centre my call could land on at least 100 different desks?
0:12:08 > 0:12:13The call can land anywhere - to India, to Philippines, to South Africa. Anywhere.
0:12:13 > 0:12:17So it could go to the Philippines, South Africa, or India?
0:12:17 > 0:12:20So how do I get to speak to somebody a second time?
0:12:20 > 0:12:22No, the call can land anywhere.
0:12:22 > 0:12:26How can I speak to somebody once, and then call them back? Can you tell me that?
0:12:27 > 0:12:32No, there is no possibility that I will be taking up your call again.
0:12:32 > 0:12:35- OK. So it can't be done? OK. - No, it can't be done.
0:12:35 > 0:12:38So every single time I phone, I have to speak to somebody,
0:12:38 > 0:12:41and they could be hundreds of different people,
0:12:41 > 0:12:44I have to explain the whole situation again, is that correct?
0:12:44 > 0:12:46Yes, you are correct.
0:12:46 > 0:12:50- OK, you can't help me any more. Thank you for your time.- Thank you for calling TalkTalk.
0:12:52 > 0:12:55What a pathetic situation!
0:12:55 > 0:13:00That is a communication company who say that if you want to speak to me again, you'd have to ring.
0:13:00 > 0:13:02It could go to Philippines, South Africa, or India.
0:13:02 > 0:13:05There are hundreds of people who might pick the phone up
0:13:05 > 0:13:08but I can't give you my surname and you can't come through to me.
0:13:08 > 0:13:09It's a game of luck.
0:13:11 > 0:13:15It's just the beginning of my TalkTalk journey
0:13:15 > 0:13:18and my luck is in short supply when it comes to this case.
0:13:18 > 0:13:20HE SOBS
0:13:20 > 0:13:23TalkTalk, they won't talk talk.
0:13:23 > 0:13:24Oh, no.
0:13:29 > 0:13:33Birmingham, the second most populated city in the UK.
0:13:33 > 0:13:38But how much do you, the residents of this wonderful city, know about consumer law?
0:13:38 > 0:13:42What kind of knowledge do you have about right, refunds and regulations?
0:13:46 > 0:13:50My researchers are in Birmingham city centre to find out
0:13:50 > 0:13:55how much the average consumer knows about their entitlement when it comes to buying goods and services.
0:13:55 > 0:13:59First question:
0:13:59 > 0:14:02"You had your house decorated three weeks ago by a professional
0:14:02 > 0:14:04"but the wallpaper is already starting to peel away.
0:14:04 > 0:14:08"You complain to the decorators but they explain that the wallpaper was done by another company
0:14:08 > 0:14:11"that they employed and you should complain to them. What do you do?"
0:14:11 > 0:14:13Surely if you get them to do it,
0:14:13 > 0:14:16aren't they responsible for the whole package?
0:14:16 > 0:14:19I'd go to the company I originally took out the contract with.
0:14:19 > 0:14:20I believe if I took it out with them,
0:14:20 > 0:14:22they are responsible at the end of the day.
0:14:22 > 0:14:25It may be the first company's fault.
0:14:26 > 0:14:28Good stuff, with three right answers there.
0:14:28 > 0:14:32If a trader uses subcontractors, they are responsible
0:14:32 > 0:14:34for the subcontractors' actions and workmanship.
0:14:36 > 0:14:40The trader you contracted must arrange to have the problems fixed.
0:14:40 > 0:14:43Any claim you have will be against them, not the subbies.
0:14:45 > 0:14:48Next up:
0:14:48 > 0:14:53"You have new windows fitted and the joiner says you can pay him in instalments.
0:14:53 > 0:14:56"You inform him that next month you will be making a late payment
0:14:56 > 0:15:00"and he sends you an invoice adding interest to your bill. Can he do this?"
0:15:00 > 0:15:04I don't think you can do that without it having been in the contract.
0:15:04 > 0:15:07I don't know, if you are making a late payment,
0:15:07 > 0:15:10that happens with your mortgage, doesn't it, so probably yes.
0:15:11 > 0:15:13Not sure, I'm going to say yes.
0:15:14 > 0:15:20Since April 2002, businesses have been able to charge 8% above the base rate
0:15:20 > 0:15:23on the day a debt becomes overdue.
0:15:23 > 0:15:27They are not obliged to tell you in advance of their intention to charge a late payment.
0:15:27 > 0:15:30And they do not have to mention it in their contract.
0:15:31 > 0:15:35Cool. Well, not cool, actually, but...
0:15:35 > 0:15:37Yup. Be careful of that one.
0:15:37 > 0:15:41Next up:
0:15:41 > 0:15:43"You cancel a holiday two days before you fly
0:15:43 > 0:15:46"because your mother goes into hospital for an illness she has been suffering from.
0:15:46 > 0:15:49"Can you claim a refund on your holiday from your insurers?"
0:15:49 > 0:15:54Yes. You can, can you? I say yes.
0:15:54 > 0:15:57- I think that's quite a valid reason, personally.- Yes.
0:15:57 > 0:16:03Because it's an existing illness and it's two days before, you probably can't claim.
0:16:03 > 0:16:06She is correct. But the only one!
0:16:06 > 0:16:11You have to inform your insurance company if the holiday may be affected
0:16:11 > 0:16:14by the illness or death of someone close to you.
0:16:14 > 0:16:18As the person has an underlying condition which you haven't disclosed,
0:16:18 > 0:16:21the insurer would be unlikely to pay out.
0:16:21 > 0:16:26- You wouldn't think of that! - What if you didn't know.- Yeah. Wow, that's very interesting.
0:16:26 > 0:16:29Interesting, indeed.
0:16:29 > 0:16:31To stop being burned while not on holiday,
0:16:31 > 0:16:34always read insurance terms and conditions.
0:16:34 > 0:16:39So that's another successful day out educating you consumers so you don't get done.
0:16:44 > 0:16:47Earlier on, I met Alan Polden from Bristol
0:16:47 > 0:16:49who has had trouble with telephone provider TalkTalk
0:16:49 > 0:16:56in the form of numerous calls abroad and to mobiles which Alan is adamant he didn't make.
0:16:56 > 0:17:00I've never been abroad, never had a passport, why would I call Jamaica?
0:17:00 > 0:17:03Following a technical check, TalkTalk and Otelo,
0:17:03 > 0:17:07the ombudsman, concluded that Alan must have made the calls
0:17:07 > 0:17:09and TalkTalk have cut off his outgoing service,
0:17:09 > 0:17:12yet continued to charge him for it.
0:17:12 > 0:17:15My first call to TalkTalk demonstrated that
0:17:15 > 0:17:19their customer service department are a nightmare to deal with.
0:17:19 > 0:17:22Every single time I phone, I have to speak to somebody,
0:17:22 > 0:17:26and they could be hundreds of different people I have to explain the whole situation to again,
0:17:26 > 0:17:29- is that correct? - Yes, you are correct.
0:17:29 > 0:17:31So I have certainly got my work cut out.
0:17:31 > 0:17:37And Alan is stuck with a huge bill of £614.34.
0:17:40 > 0:17:43One of the most disturbing things about Alan's case is the fact
0:17:43 > 0:17:47that so many people have tried to help him and failed.
0:17:47 > 0:17:51But you know what? That's just the sort of challenge I thrive on.
0:17:54 > 0:17:57Now, you have got to remember that ridiculous phone conversation I had
0:17:57 > 0:18:00with that person when I was banging my head against a wall.
0:18:00 > 0:18:05I have done some homework now and managed to get somebody in the UK!
0:18:05 > 0:18:09Ooh! Just that is what I needed. And now I'm going to make a first phone call to him.
0:18:09 > 0:18:11DIALLING
0:18:11 > 0:18:12PHONE RINGS
0:18:13 > 0:18:17'Hello. Cisco Unity Connection messaging system.
0:18:17 > 0:18:19'Sorry, the operator is not available.'
0:18:22 > 0:18:24HE SOBS
0:18:24 > 0:18:30TalkTalk don't want to talk talk. Oh, no. I'm going to try again.
0:18:30 > 0:18:33DIALLING
0:18:33 > 0:18:35PHONE RINGS
0:18:35 > 0:18:39'This time, someone picks up.' Oh, hi. It's Dominic Littlewood calling from the BBC.
0:18:39 > 0:18:42There is a couple of things I need to request at the moment.
0:18:42 > 0:18:45'Almost immediately, I hit another roadblock.'
0:18:45 > 0:18:48It seems ludicrous that you don't want to give me your contact details
0:18:48 > 0:18:51so that I can send you details of what I'm investigating.
0:18:51 > 0:18:54TalkTalk is a communications company. You don't seem to want to communicate.
0:18:54 > 0:18:57'So just like during my first call to TalkTalk,
0:18:57 > 0:19:03'the person refuses to give me his contact details. What is this, company policy?'
0:19:04 > 0:19:06I want to use some language now which...
0:19:06 > 0:19:11I'm not allowed to on telly. TalkTalk, communications company?
0:19:11 > 0:19:14Absolutely, total different ends of the spectrum.
0:19:14 > 0:19:17That guy wouldn't even give me an e-mail address.
0:19:17 > 0:19:20He said I need to have consent from Alan Polden saying that you can deal with this problem.
0:19:20 > 0:19:23I said, fine, I've got it. I will e-mail it through.
0:19:23 > 0:19:25He wouldn't even give me an e-mail address.
0:19:25 > 0:19:27But I got the name of the CEO of TalkTalk
0:19:27 > 0:19:32and now I'm going to send it directly through to her. That'll put a cat amongst the pigeons.
0:19:32 > 0:19:37After at least being given the CEO's details by the person at TalkTalk,
0:19:37 > 0:19:42I send a strongly worded e-mail to her, asking many questions.
0:19:42 > 0:19:46But the main one is why, when Alan reported these Jamaican calls
0:19:46 > 0:19:50were fraudulent, did they allow them to carry on happening?
0:19:50 > 0:19:54Well, the e-mail seems to have had the right effect because within hours,
0:19:54 > 0:19:59I am sent the number of a senior member of the CEO's office, Mark Schmid,
0:19:59 > 0:20:01and I'm able to put forward some questions.
0:20:01 > 0:20:05My first relates to the engineer's investigation TalkTalk commissioned.
0:20:05 > 0:20:08That report, obviously Mr Polden hasn't seen it,
0:20:08 > 0:20:12we have not seen it, could we have a copy?
0:20:12 > 0:20:17I haven't seen that, either. But I will go away and ask that question.
0:20:17 > 0:20:21Next question, their handling of Alan's case.
0:20:21 > 0:20:23You have a duty of care, as far as I'm concerned,
0:20:23 > 0:20:27to say, "We will block these calls, are you happy for us to do so?"
0:20:27 > 0:20:29He says, "Yes, I'm not making them, please do so."
0:20:29 > 0:20:32Then you're investigating a matter which is £77-odd.
0:20:32 > 0:20:37Not, now, £614, because it has spiralled out of control.
0:20:37 > 0:20:41And nearly a third of Alan's total bill is for a call package
0:20:41 > 0:20:43when he didn't even have an outgoing service.
0:20:43 > 0:20:47I don't believe TalkTalk have done a particularly good job there.
0:20:47 > 0:20:48Bye-bye.
0:20:52 > 0:20:56Both barrels. TalkTalk. Ooh, I just want to say so much!
0:20:56 > 0:21:01Anyhow, what I have said is right. Mr Polden reported it as fraud.
0:21:01 > 0:21:04Stop the calls, end of problem. Right, now let's investigate.
0:21:04 > 0:21:09Not let's investigate, let his bill go really high and then bill him for it, and disconnect him!
0:21:12 > 0:21:16It's no wonder Alan is so upset with TalkTalk.
0:21:16 > 0:21:18In the three years since this dispute,
0:21:18 > 0:21:20they have given him absolutely nothing.
0:21:20 > 0:21:23So it's no wonder that Ofcom have named TalkTalk as the most
0:21:23 > 0:21:28complained about telecoms company in the whole of the UK.
0:21:28 > 0:21:32My research reveals that the TalkTalk group, founded in 2003,
0:21:32 > 0:21:37provide telephone, TV and broadband services to the UK.
0:21:37 > 0:21:39But unfortunately, of late,
0:21:39 > 0:21:43consumers are talk talking about them for all the wrong reasons.
0:21:43 > 0:21:45Telecoms regulator Ofcom have fined them
0:21:45 > 0:21:48£1.5 million for incorrectly billing
0:21:48 > 0:21:53tens of thousands of consumers for services they had not received.
0:21:54 > 0:21:58With a track record like this, I'm even more worried about Alan's case.
0:22:04 > 0:22:08It's been over a week since I put my questions to TalkTalk.
0:22:08 > 0:22:11One of my queries is why they didn't stop the suspected fraudulent calls
0:22:11 > 0:22:15from being made as soon as Alan reported them.
0:22:15 > 0:22:16Oh, hi, is that Mark?
0:22:16 > 0:22:21And finally, it seems Mark from the CEO's office has got some answers for me.
0:22:22 > 0:22:28We can't apply a bar to stop a customer calling a specific country
0:22:28 > 0:22:31or indeed a specific number.
0:22:31 > 0:22:34If somebody phones you up with a suspected fraud on their line,
0:22:34 > 0:22:37and Alan Polden is adamant that this is fraud,
0:22:37 > 0:22:40would you automatically offer somebody the option of having
0:22:40 > 0:22:43that line disconnected and reissuing them with a new number?
0:22:43 > 0:22:45Just so that it would nip the problem in the bud?
0:22:45 > 0:22:48- Is that something you'd automatically do?- We don't, no.
0:22:48 > 0:22:51Do you not think it would be a good idea to have that as an option
0:22:51 > 0:22:54and see what people would like to do about that?
0:22:54 > 0:22:58Well, I'm certainly happy to say that that is something that
0:22:58 > 0:23:01I will feed back to our billing team.
0:23:01 > 0:23:05It goes back to that same old thing, Mark. About the duty of care.
0:23:05 > 0:23:08Although Mark is willing to consider my point,
0:23:08 > 0:23:13TalkTalk are convinced their engineer's report is correct and this isn't fraud.
0:23:13 > 0:23:17They also say that they have acted in line with the industry guidelines
0:23:17 > 0:23:21so we have arranged an interview with Ofcom, the communications regulator,
0:23:21 > 0:23:24to see if they can shed any light on the situation.
0:23:24 > 0:23:28Now, let's make sure that Alan has done everything the right way.
0:23:28 > 0:23:31If a customer feels they have been charged for calls they haven't made,
0:23:31 > 0:23:33then first of all, they should complain
0:23:33 > 0:23:35to their communications provider.
0:23:35 > 0:23:38Because there are rules which say that providers can only send bills
0:23:38 > 0:23:40for calls that have been made.
0:23:40 > 0:23:44OK. So Alan has done things by the book.
0:23:44 > 0:23:46But whether his bills are accurate
0:23:46 > 0:23:48is questionable, because as we know,
0:23:48 > 0:23:52TalkTalk have been fined by Ofcom for incorrectly billing their customers.
0:23:52 > 0:23:55I mean, just how safe are these phone systems?
0:23:55 > 0:23:57The networks generally are secure
0:23:57 > 0:24:01and there are rules that providers have to take reasonable steps
0:24:01 > 0:24:04to make sure that their networks are secure and resilient.
0:24:04 > 0:24:08Clearly it is in their own interest to make sure that their networks are secure.
0:24:08 > 0:24:11It might be in their interest to maintain a safe system,
0:24:11 > 0:24:14but on the other hand, I can't see providers wanting to tell
0:24:14 > 0:24:18customers their phone lines can be hacked or intercepted, either.
0:24:18 > 0:24:21People would be worried out of their mind.
0:24:21 > 0:24:25We have had complaints in the past, but only very few and of those,
0:24:25 > 0:24:28only one has ever really been substantiated.
0:24:28 > 0:24:32So it is not an area that we are aware of as a particular problem.
0:24:32 > 0:24:34OK. So it might be a small problem.
0:24:34 > 0:24:37But if, like Alan, you are convinced there has been fraud on your line,
0:24:37 > 0:24:41it doesn't mean telecoms providers or the industry regulators
0:24:41 > 0:24:43should ignore the complaints.
0:24:43 > 0:24:47Ofcom and Otelo say it is out of their remit to investigate fraud,
0:24:47 > 0:24:52but I think it would help if they would at least acknowledge the possibility of fraud
0:24:52 > 0:24:54to encourage providers to do more checks.
0:24:55 > 0:24:57Now TalkTalk are telling me
0:24:57 > 0:25:02that they got BT Openreach to check the line and make sure that no-one had tampered with it.
0:25:02 > 0:25:05I'd like to think that BT and TalkTalk have done this properly.
0:25:05 > 0:25:10I mean, after all, surely all their little boxes are nice and safe and locked up?
0:25:10 > 0:25:11A bit like this one.
0:25:13 > 0:25:17Just walking down the street, I've seen evidence that checking
0:25:17 > 0:25:21a line might not be as straightforward as TalkTalk led Alan to believe.
0:25:21 > 0:25:25Let's face it, I'm not an expert, so I need to speak to someone who is.
0:25:25 > 0:25:30Terry Lockwood is a consultant whose job it is to help businesses
0:25:30 > 0:25:32with problems in the telecoms field.
0:25:32 > 0:25:36How reliable can TalkTalk's investigation really be?
0:25:38 > 0:25:42There are many, many access points between the point at which
0:25:42 > 0:25:43a consumer or a company
0:25:43 > 0:25:48makes a call, and the ultimate destination.
0:25:48 > 0:25:53So when we are looking at the potential for access,
0:25:53 > 0:25:57there are so many points where a line can be broken into
0:25:57 > 0:25:59or a circuit can be accessed.
0:25:59 > 0:26:02If we are looking to an engineer to tell us
0:26:02 > 0:26:05whether something has happened in the past,
0:26:05 > 0:26:08extremely difficult to do that,
0:26:08 > 0:26:14because somebody could potentially break a circuit
0:26:14 > 0:26:16and then when he has finished that operation, he simply packs
0:26:16 > 0:26:22everything up, reconnects the line as it was, and no-one could ever tell.
0:26:23 > 0:26:27It seems hacking or interception are definite possibilities
0:26:27 > 0:26:32but not the only thing that suggests something dodgy might have happened to Alan's phone line.
0:26:34 > 0:26:36When we are looking at fraud
0:26:36 > 0:26:40and we're looking at the bill for a particular account,
0:26:40 > 0:26:44we may see particular blocks of activity.
0:26:44 > 0:26:49Repeated calls to the same overseas numbers, for instance.
0:26:49 > 0:26:53Repeated calls to a specific type of number.
0:26:53 > 0:26:56These are the kind of things which indicate,
0:26:56 > 0:26:59especially, of course, as in this case,
0:26:59 > 0:27:04where there is no previous history of these destinations being called.
0:27:04 > 0:27:08We would always look at that and think there was something unusual going on.
0:27:08 > 0:27:12OK. But it surprises me that if fraud is possible,
0:27:12 > 0:27:16TalkTalk haven't done a more detailed investigation.
0:27:16 > 0:27:21The reason that telephone companies would be reluctant to admit
0:27:21 > 0:27:27telecom fraud is because we are all interested in retaining the credibility of our industry.
0:27:27 > 0:27:32TalkTalk might not want to admit their network may be insecure
0:27:32 > 0:27:34which isn't very fair to the consumer.
0:27:34 > 0:27:37So I'm really interested in what the legal line might be on this,
0:27:37 > 0:27:41as, in my book, Alan should be innocent until proven guilty.
0:27:43 > 0:27:47When it comes to the legal standpoint it's very, very difficult
0:27:47 > 0:27:51to actually say who is right and who is wrong.
0:27:51 > 0:27:55Um... There are people who will make calls
0:27:55 > 0:27:58and who will try to avoid paying for them.
0:27:58 > 0:28:04There are carriers who will make errors
0:28:04 > 0:28:07and try and apply those errors to billing in the normal way
0:28:07 > 0:28:12or try to deny that the errors have been made.
0:28:12 > 0:28:16So when it comes down to legal right and wrong,
0:28:16 > 0:28:20it will always depend on what happens on the day in court,
0:28:20 > 0:28:22if it ever comes to court.
0:28:23 > 0:28:25Let's hope it doesn't come to that.
0:28:25 > 0:28:29And, as I suspected, Terry confirms there are a multitude of different ways
0:28:29 > 0:28:32Alan's phone line could have been hacked or intercepted
0:28:32 > 0:28:36and it's unlikely TalkTalk will admit to weaknesses in their system.
0:28:37 > 0:28:40TalkTalk's report might be inconclusive,
0:28:40 > 0:28:43but I want to see with my own eyes how thorough they have been
0:28:43 > 0:28:46and that is what I'm about to tell them.
0:28:48 > 0:28:50Something I wanted to double check with you.
0:28:50 > 0:28:55When you said that your industry got BT Openreach to check these lines,
0:28:55 > 0:29:00they only go as far as the exchange boxes, am I correct in saying that?
0:29:00 > 0:29:03'I am told TalkTalk only request a check from the premises
0:29:03 > 0:29:04'to the telephone exchange.
0:29:04 > 0:29:07'And they still can't produce the report,
0:29:07 > 0:29:10'so I don't even know how detailed the check was.'
0:29:10 > 0:29:13You see, there are certainly a lot of unanswered questions here.
0:29:13 > 0:29:15The main one for Alan as far as he is concerned is
0:29:15 > 0:29:18who has made these calls and why is he getting the blame, when it wasn't him?
0:29:18 > 0:29:22As it stands at the moment, I might be stating the obvious here,
0:29:22 > 0:29:26but let me just put it plainly, are you going to cancel his bill,
0:29:26 > 0:29:28- as far as he's concerned?- No.- No.
0:29:28 > 0:29:31I am disappointed they won't budge.
0:29:31 > 0:29:36But I still think their duty of care has been lacking. As we discovered earlier from our telecoms expert,
0:29:36 > 0:29:42TalkTalk can't rely on their engineer's report as proof that fraud hasn't happened.
0:29:42 > 0:29:46Plus, Alan had no outgoing service for eight months
0:29:46 > 0:29:48that he is still being billed for.
0:29:48 > 0:29:50And other problems when he first joined.
0:29:50 > 0:29:53What I would say is, don't forget that you did accuse this guy
0:29:53 > 0:29:55of not paying his bills on time.
0:29:55 > 0:29:58He had his phone line disconnected and he did pay them,
0:29:58 > 0:30:01so TalkTalk have let him down on that side of things, haven't they?
0:30:01 > 0:30:05They recognise they could have acted in a better way at times
0:30:05 > 0:30:06and I get an apology.
0:30:06 > 0:30:09But it's Alan they should be apologising to.
0:30:09 > 0:30:11Bye-bye.
0:30:12 > 0:30:16Well, TalkTalk have said no no.
0:30:16 > 0:30:19But I did say at that point, what about just giving him half the money back?
0:30:19 > 0:30:22Because, after all, you did disconnect him when you shouldn't have done
0:30:22 > 0:30:26and he has paid his bills on time, so there was an error on your behalf.
0:30:26 > 0:30:29And he said, OK, we will chew it over.
0:30:30 > 0:30:33I haven't got a clue. It's a flip of a coin.
0:30:38 > 0:30:43Wouldn't we all like to know what goes on inside the mind of dodgy traders?
0:30:43 > 0:30:47You know, get a little insight into how they all work?
0:30:47 > 0:30:50Well, step forward today's whistleblower.
0:30:50 > 0:30:53Watch this, because it's going to be very interesting.
0:30:58 > 0:31:01Today, we are looking at what can go wrong
0:31:01 > 0:31:04when you get a tradesperson in to protect your home from damp.
0:31:04 > 0:31:07To prevent moisture from rotting your walls,
0:31:07 > 0:31:11you get a specialist in to protect your interior spaces.
0:31:11 > 0:31:15But unfortunately, some of these contractors are more likely to make your stress levels rise,
0:31:15 > 0:31:17than sort out your rising damp.
0:31:17 > 0:31:20And they will take your money in the meantime.
0:31:26 > 0:31:31My insider has worked in the damp proofing industry for 26 years.
0:31:31 > 0:31:34And he has seen shocking evidence of consumers being taken
0:31:34 > 0:31:37for a ride by dodgy workers set to make a mess of your mould.
0:31:39 > 0:31:44We have protected his identity to provide a safe environment for his expose.
0:31:46 > 0:31:49DISTORTED VOICE: This is an industry that is very close to my heart,
0:31:49 > 0:31:52something that has supported me for all my working life
0:31:52 > 0:31:55and it makes me very cross to think that there are people
0:31:55 > 0:31:59operating without scruples, ripping off members of the public.
0:31:59 > 0:32:04And my insider knows immediately how to tell the good from the ugly.
0:32:04 > 0:32:08A good damp proofing contractor should come out and look at the property
0:32:08 > 0:32:10and do a thorough investigation and inspection.
0:32:10 > 0:32:15That should lead to the generation of a report that makes sense,
0:32:15 > 0:32:17that's clear, that's concise.
0:32:17 > 0:32:21And, of course, the last element is that he should also send out
0:32:21 > 0:32:24people to do the work that are skilled and know what they are doing
0:32:24 > 0:32:26and have the equipment to do the job correctly.
0:32:26 > 0:32:32All too often, there are people out there that fail on one or all of those counts.
0:32:32 > 0:32:37And bad practice starts right on your front porch.
0:32:37 > 0:32:41One thing that people should be aware of is anybody who knocks on the door,
0:32:41 > 0:32:46reporting to be doing surveys in the area, or drops leaflets through the door,
0:32:46 > 0:32:48saying that they are doing free damp surveys -
0:32:48 > 0:32:52they generally have no great concern for actually finding problems.
0:32:52 > 0:32:54What they are looking for is work.
0:32:54 > 0:32:59Anybody that approaches you in that sort of direct and aggressive way
0:32:59 > 0:33:02has probably not got the consumer's best interest at heart.
0:33:02 > 0:33:04They may use unskilled labour.
0:33:04 > 0:33:07That means the guys on site don't know really what they are doing.
0:33:07 > 0:33:09So the job doesn't get done well.
0:33:09 > 0:33:13He has come across some pretty horrific cases in his time.
0:33:15 > 0:33:21One recently was a lady who had fallen victim to a doorstep seller.
0:33:21 > 0:33:24She had spent £3,500 of her hard-earned money
0:33:24 > 0:33:28and her savings on a series of holes around the bottom of the house.
0:33:28 > 0:33:31There is no evidence to suggest she had a problem.
0:33:31 > 0:33:35There was no evidence to suggest anything had been even put into the walls.
0:33:35 > 0:33:39They did all the work from the outside and were in and out of the house in less than two hours.
0:33:39 > 0:33:44The other thing that can happen is that good materials cost money.
0:33:44 > 0:33:49So it is tempting for some to cut their costs by using inferior materials.
0:33:49 > 0:33:54That can lead to additional moisture transfers, salt damage, and damp problems coming back.
0:33:54 > 0:33:58You also get people that use electronic moisture meters incorrectly
0:33:58 > 0:34:04and try and show clients that they have damp problems which really don't exist.
0:34:04 > 0:34:07In fact, they trick the meters, or use them in a gas in an unscrupulous way
0:34:07 > 0:34:10to try and show that there is a problem when there isn't.
0:34:13 > 0:34:19The biggest profile case was a chap that had been operating a company up in the north-west of England.
0:34:19 > 0:34:24The investigation and the subsequent court case found that he had taken
0:34:24 > 0:34:27over £3 million from homeowners
0:34:27 > 0:34:31and hard-working individuals for work that was either completely unnecessary
0:34:31 > 0:34:34or was done to an extremely poor standard.
0:34:34 > 0:34:37So here's my insider's tips to prevent being
0:34:37 > 0:34:40deceived by your damp proof contractor.
0:34:41 > 0:34:45Research their details thoroughly.
0:34:45 > 0:34:49First of all, has this company got any sort of trading record?
0:34:49 > 0:34:53Do they have a landline? Do they have a trading address? Get a reference.
0:34:53 > 0:34:56Ask him where he has been and ask to speak to some of his previous clients
0:34:56 > 0:34:58and learn from their experiences.
0:34:58 > 0:35:04They should be a member of the PCA, the Property Care Association.
0:35:04 > 0:35:07That's an organisation that writes the standard for the industry.
0:35:07 > 0:35:11Be happy that what you are paying is the right amount.
0:35:11 > 0:35:13Simply getting a number of quotations,
0:35:13 > 0:35:16a number of different prices and opinions on the job
0:35:16 > 0:35:21certainly will improve your chances of getting good work at good rates.
0:35:21 > 0:35:23Educate yourself a bit on the topic.
0:35:25 > 0:35:27Understand what you are buying.
0:35:27 > 0:35:30It's very important that the contractor that's doing the work
0:35:30 > 0:35:33or that you choose can explain to you exactly what they are doing
0:35:33 > 0:35:34and why they are doing it.
0:35:34 > 0:35:36It's straightforward stuff.
0:35:36 > 0:35:39If you don't understand it, they probably won't.
0:35:39 > 0:35:42And good contractors will have the time and the patience
0:35:42 > 0:35:47and the skill to be able to make you understand what they are doing and why they are doing it.
0:35:47 > 0:35:49So there you have it.
0:35:49 > 0:35:52My industry insider's advice to stop your damp problem being
0:35:52 > 0:35:55rotten in more ways than one.
0:35:55 > 0:35:58This expert knowledge should mean next time, you don't get done.
0:36:04 > 0:36:08For weeks, I have been investigating the case of Alan Polden,
0:36:08 > 0:36:12a TalkTalk customer who has dozens of international calls on his landline bill
0:36:12 > 0:36:16which he is 100% sure he hasn't made.
0:36:16 > 0:36:20TalkTalk have checked the phone line and say there was no evidence of fraud.
0:36:20 > 0:36:23But my telecoms expert explained
0:36:23 > 0:36:26that although the provider might not want to admit it, it is definitely possible
0:36:26 > 0:36:29that Alan's phone line may have been compromised.
0:36:29 > 0:36:31There have been cases I know where
0:36:31 > 0:36:36local BT junction boxes have been broken into.
0:36:36 > 0:36:40As it stands, Alan has to pay £614.34
0:36:40 > 0:36:45and a large chunk of that bill is for a call package
0:36:45 > 0:36:48when Alan didn't even have an outgoing service.
0:36:48 > 0:36:51Last time I spoke to TalkTalk, I expressed my concern
0:36:51 > 0:36:53and suggested compensation might be due.
0:36:53 > 0:36:57And I'm about to find out the response from Mark in the CEO's office.
0:36:57 > 0:37:01Right, Mark. You know the reason I was calling, just to see if there was any news...
0:37:01 > 0:37:07'Mark tells me that within Alan's bills are undisputed calls that Alan has made.
0:37:07 > 0:37:11'And if he pays for them, they will offer a goodwill gesture.'
0:37:11 > 0:37:15Isn't that saying if he pays you the bill, the outstanding bill,
0:37:15 > 0:37:17for all the calls he is not disputing,
0:37:17 > 0:37:20you are going to wipe the ones that he is disputing?
0:37:20 > 0:37:23Is that the same thing you are saying?
0:37:23 > 0:37:25'It's looking like I might be onto a winner here.
0:37:25 > 0:37:28'But the line rental charges on Alan's bill
0:37:28 > 0:37:31'for the eight months he couldn't dial out are still up for grabs.
0:37:31 > 0:37:34'One battle at a time, I think.'
0:37:34 > 0:37:39I'm fairly certain I can get Alan to pay the undisputed amounts without any problems,
0:37:39 > 0:37:42on the understanding that you are prepared to offer,
0:37:42 > 0:37:45as a gesture of goodwill, that the disputed amounts be wiped.
0:37:45 > 0:37:51Now, what will Alan think when I deliver the news I have got for him at this stage of the dispute?
0:37:54 > 0:37:56Right, I'm back in Bristol to meet Alan.
0:37:56 > 0:38:00I've got some news for him, but unfortunately, it is not as good as I'd like it to be.
0:38:00 > 0:38:03Alan, good to see you again. How are you doing, you all right?
0:38:03 > 0:38:05- OK.- OK, TalkTalk.
0:38:05 > 0:38:08This is what I've managed to negotiate for you.
0:38:08 > 0:38:12At the moment, your bill stands at £614.34 and a large chunk of that
0:38:12 > 0:38:16- are these disputed calls to Jamaica and mobile numbers.- Yes.
0:38:16 > 0:38:19How would you feel now, if I said to you that I've got TalkTalk
0:38:19 > 0:38:24to agree to scrub the bills that are disputed?
0:38:24 > 0:38:26Would you be happy?
0:38:26 > 0:38:33Yes, apart from the bill where I have been charged for eight months when I didn't get a phone service.
0:38:33 > 0:38:38- OK. - I'm glad that you have got so far,
0:38:38 > 0:38:40when nobody has got anywhere with them at all.
0:38:40 > 0:38:42I'm quite impressed with that.
0:38:42 > 0:38:45But in the end, it is TalkTalk, after over two years,
0:38:45 > 0:38:47they have moved a tiny bit.
0:38:47 > 0:38:51And they are still insisting on trying to charge for eight months
0:38:51 > 0:38:53when I could only get incoming calls.
0:38:53 > 0:38:56They really haven't moved enough.
0:38:56 > 0:38:59Um... So I can't come to a snap judgement.
0:38:59 > 0:39:01I will have to go away and take advice on
0:39:01 > 0:39:06whether to go to court or whether to pay the undisputed amount.
0:39:06 > 0:39:10- I am still battling with them. - Sure.- It's not over yet.- Sure.
0:39:10 > 0:39:14If I can get that eight months wiped, would you be happy?
0:39:14 > 0:39:19- Yes, I think so.- You would put it to bed?- Yes.- OK. I'll have another go.
0:39:19 > 0:39:21I needed to hear that from you, so I knew where I stood.
0:39:21 > 0:39:23I will try again and make some more phone calls
0:39:23 > 0:39:25and I will have a last-ditch attempt.
0:39:25 > 0:39:27And I'll let you know how I get on with that.
0:39:27 > 0:39:30- Thank you.- If I fail, the ball is in your court.- Yes.
0:39:30 > 0:39:34- So you have got some movement, but not quite enough. - Yes. Thank you.
0:39:34 > 0:39:37Keep smiling, because it's not over yet, Alan.
0:39:38 > 0:39:40Alan is not backing down on this one,
0:39:40 > 0:39:43and is even willing to take this to court if he has to.
0:39:43 > 0:39:47But he shouldn't have to as I think it boils down to the fact
0:39:47 > 0:39:52that TalkTalk should have stopped this fiasco back in August 2009 before it escalated.
0:39:52 > 0:39:56It's time for one last call to TalkTalk.
0:39:56 > 0:39:58I told him the news about these disputed bills,
0:39:58 > 0:40:02he is over the moon with that and he hasn't got a question in the world about paying bills
0:40:02 > 0:40:04which he thinks he is responsible for.
0:40:04 > 0:40:08But, and this is the big but, while this dispute was going on,
0:40:08 > 0:40:11for eight months, he didn't get his broadband
0:40:11 > 0:40:14and he wasn't able to make any outgoing calls.
0:40:14 > 0:40:18He had a landline which would only receive incoming calls.
0:40:18 > 0:40:20But I can totally understand why he doesn't feel
0:40:20 > 0:40:22he should be paying for this, the landline charges.
0:40:22 > 0:40:25It was £23 a month for eight months, according to him.
0:40:25 > 0:40:31So, for the last time, Mark Schmid goes away to ponder over our final proposal.
0:40:31 > 0:40:36And I wait on tenterhooks, in the hope that I will get good news for Alan.
0:40:39 > 0:40:42Finally, four days later, the news arrives.
0:40:42 > 0:40:46Been going on for three years, it's about time we put this case to bed.
0:40:51 > 0:40:56- Alan, hello again. How are you, buddy, all right? - Yes, thank you. Cheers, yeah.
0:40:56 > 0:40:59'It's the moment of truth in this long-running battle.'
0:40:59 > 0:41:03- I negotiate more and more on your behalf. Now listen. This is the outcome.- Sure.
0:41:03 > 0:41:06TalkTalk have said that they are not going to charge you
0:41:06 > 0:41:09for the disputed calls. You know about that from our last visit.
0:41:09 > 0:41:12- They are also not going to charge you for those months line rental. - Right.- That means
0:41:12 > 0:41:16the only bill that is left is the undisputed amount, the calls that you have made.
0:41:16 > 0:41:22They have dropped the bill down now, just that amount. £158.36.
0:41:22 > 0:41:27I'm impressed. Nobody has got anywhere - police, MP, everywhere.
0:41:27 > 0:41:30Nobody has got them to move at all.
0:41:30 > 0:41:34So there is a slight chance now that after three years and a month,
0:41:34 > 0:41:37- this might be coming to a conclusion?- Yes.- Really?
0:41:37 > 0:41:42Possibly. If they send me a revised bill directly to me from them,
0:41:42 > 0:41:45I will consider it, after taking advice.
0:41:45 > 0:41:49Well, I'll be very interested in what does happen. I will send the bill on to you.
0:41:49 > 0:41:53- Good luck with your battle, or your acceptance, whichever you choose.- Cheers. Thanks.
0:41:53 > 0:41:55- Cheers, Alan.- OK.
0:41:55 > 0:41:57We asked TalkTalk for a statement on Alan's case.
0:41:57 > 0:42:00They told us:
0:42:12 > 0:42:15Because of the time it has taken to get to this point,
0:42:15 > 0:42:18Alan holds a lot of resentment against TalkTalk.
0:42:18 > 0:42:21And even though they have now offered a result that I think is acceptable,
0:42:21 > 0:42:24Alan wants to see it in black and white to believe it.
0:42:26 > 0:42:30Well, since my final meeting with Alan, TalkTalk have put their offer in writing to him.
0:42:30 > 0:42:36In the letter, they restate they are dropping all the disputed charges on his bill,
0:42:36 > 0:42:39but say:
0:42:49 > 0:42:53But Alan, against my advice, has decided not to accept this offer,
0:42:53 > 0:42:54and to carry on battling.
0:42:54 > 0:42:58I am very impressed that Dom has managed to get anywhere with TalkTalk.
0:43:00 > 0:43:03They could have come to this agreement two and a half years ago.
0:43:04 > 0:43:07They have done everything to obstruct.
0:43:07 > 0:43:11I partly admire Alan, but sometimes you have to ask yourself,
0:43:11 > 0:43:13is the stress worth the reward?
0:43:33 > 0:43:36Subtitles by Red Bee Media Ltd