0:00:02 > 0:00:05'I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:07 > 0:00:10'In fact, taking companies to task has become my goal in life.'
0:00:10 > 0:00:13Do you think she deserves her money back?
0:00:13 > 0:00:15I said yeah.
0:00:15 > 0:00:17'Any problem, no matter how big or small,
0:00:17 > 0:00:20'I'll help you get the service you deserve.'
0:00:20 > 0:00:24I just still cannot believe that they would come out
0:00:24 > 0:00:26to a 19-year-old lad,
0:00:26 > 0:00:28they were just going to drive away and leave him.
0:00:28 > 0:00:31'Whether it involves getting your money back...'
0:00:31 > 0:00:34I'm looking for about £20K to sort this out once and for all.
0:00:34 > 0:00:37'..or taking on your contract conundrums.'
0:00:37 > 0:00:40They said it was commercially acceptable,
0:00:40 > 0:00:42well, it's not acceptable to me.
0:00:43 > 0:00:45'Whatever the issue, I'm here to help.'
0:00:46 > 0:00:48On today's programme:
0:00:48 > 0:00:49What happens when you start
0:00:49 > 0:00:52getting billed for a mobile phone that you've never had?
0:00:52 > 0:00:56I then phoned O2 and said, "Look, we've never had the phone
0:00:56 > 0:00:59"so we are not going to pay for a phone we've not had."
0:00:59 > 0:01:02Credit rating. Do you really know what that means?
0:01:02 > 0:01:04Well, we go behind the scenes to find out the best way
0:01:04 > 0:01:06to manage your score.
0:01:06 > 0:01:10A credit score is a simple indication of how likely it is
0:01:10 > 0:01:13that you'll repay any credit you're applying for.
0:01:13 > 0:01:16Holidays in England, we're encouraged to take them,
0:01:16 > 0:01:19but if you haven't taken out insurance, where do you stand?
0:01:19 > 0:01:22I hoped that Centre Parcs would make an exception to the rule
0:01:22 > 0:01:24and postpone our holiday.
0:01:24 > 0:01:28I'm tackling your consumer issues to make sure you don't get done.
0:01:32 > 0:01:35Mobiles phones - it seems we can't live without them these days.
0:01:35 > 0:01:38They're an integral part of our lifestyles.
0:01:38 > 0:01:40Whether we're using them to text, phone calls,
0:01:40 > 0:01:43surfing the internet, even watching TV.
0:01:44 > 0:01:47With 94% of British adults owning a mobile phone
0:01:47 > 0:01:50it's big business for the numerous companies out there
0:01:50 > 0:01:53offering a variety of makes, models and contracts
0:01:53 > 0:01:56so that you can choose the right deal for you.
0:01:56 > 0:01:57But I've heard from some of you
0:01:57 > 0:02:01whose mobile phone purchase has rung up nothing but a huge debt!
0:02:02 > 0:02:05Take the Andrews family in 2012.
0:02:05 > 0:02:0820-year-old son Matthew wanted an upgrade
0:02:08 > 0:02:11and he turned to mum Louise to help find him a phone.
0:02:11 > 0:02:15Normally we'd go in store to get my phone, but it looked cheaper
0:02:15 > 0:02:19to do it online, so we went online to do it that way.
0:02:19 > 0:02:23Matthew was looking for an iPhone 4S
0:02:23 > 0:02:30with a two-year contract at a sub £30 a month commitment.
0:02:30 > 0:02:34The family came across a deal from online site mobiles.co.uk,
0:02:34 > 0:02:37a subsidiary of Carphone Warehouse.
0:02:37 > 0:02:40I was getting the handset for free.
0:02:40 > 0:02:48I think it was 2gb of data, unlimited texts and 7,500 minutes.
0:02:49 > 0:02:52And I think that was for £29 per month, I think.
0:02:53 > 0:02:56The 24-month contract was being provided by O2
0:02:56 > 0:02:58and with such a good deal on the table
0:02:58 > 0:03:02Matthew and his mum decided to go ahead with ordering the phone.
0:03:04 > 0:03:06Everything was quite clear, wasn't it?
0:03:06 > 0:03:09And it was quite easy to use from a browsing point of view,
0:03:09 > 0:03:12looking at what we were wanting to buy.
0:03:12 > 0:03:15But what happened next made the family wish they'd
0:03:15 > 0:03:18gone down the old fashioned route and bought in store.
0:03:18 > 0:03:21With any order that you do online you've got
0:03:21 > 0:03:24the option of having it delivered to a works address.
0:03:24 > 0:03:27I was quite happy for that to happen because I've had
0:03:27 > 0:03:32so many parcels delivered to work when I've ordered things online.
0:03:32 > 0:03:35But actually entering the address proved to be the downfall
0:03:35 > 0:03:38when the website did not recognise her work address
0:03:38 > 0:03:41and defaulted to another nearby one.
0:03:41 > 0:03:43It wouldn't allow me to change it at all.
0:03:43 > 0:03:46We removed the option to have it delivered to work.
0:03:46 > 0:03:49Because it seemed to be too complicated,
0:03:49 > 0:03:51nothing like I'd ever come across before
0:03:51 > 0:03:54when I'd ordered anything online.
0:03:54 > 0:03:57So she changed her options to have it delivered the next day
0:03:57 > 0:03:59but this time to her home address.
0:03:59 > 0:04:01But that's when the confusion arose.
0:04:01 > 0:04:04I said to Matthew, "I haven't got a confirmation page,
0:04:04 > 0:04:06"that's really weird,
0:04:06 > 0:04:09"I don't know that that's actually been processed properly."
0:04:09 > 0:04:11Having changed the delivery address to their home,
0:04:11 > 0:04:14but not receiving a webpage confirming the order
0:04:14 > 0:04:16they were unsure if it had gone through,
0:04:16 > 0:04:18so Matthew checked his emails.
0:04:18 > 0:04:21Normally you get a confirmation email from any company, saying,
0:04:21 > 0:04:23"This is your order, this is what you've paid,
0:04:23 > 0:04:25"this is when it will be delivered," sort of thing,
0:04:25 > 0:04:28just like an online receipt. We didn't get one of them
0:04:28 > 0:04:30and then I continued to check all through the day
0:04:30 > 0:04:33to see if anything was going to come through about when it was scheduled
0:04:33 > 0:04:36to be delivered or anything like that. That didn't come.
0:04:36 > 0:04:39And it wasn't only an email confirmation the family didn't get,
0:04:39 > 0:04:43the new phone didn't arrive the next day as promised.
0:04:43 > 0:04:45Or the following days after that.
0:04:45 > 0:04:47I really did just assume
0:04:47 > 0:04:51that the order just hadn't been properly completed.
0:04:53 > 0:04:55But a month later an email did arrive
0:04:55 > 0:05:01from O2, with a bill for £53 for his new contract on the iPhone 4.
0:05:01 > 0:05:04When I received the bill, it was a bit of a mystery really.
0:05:04 > 0:05:07I didn't know why I was being billed for a phone
0:05:07 > 0:05:08that I hadn't received yet.
0:05:08 > 0:05:11And at this point Matthew's dad Colin got involved.
0:05:13 > 0:05:16I then spoke to O2 who were very helpful.
0:05:16 > 0:05:20They tried to point out what had happened,
0:05:20 > 0:05:25I established that the phone had been delivered.
0:05:25 > 0:05:30It had then been activated early in the new year.
0:05:30 > 0:05:34On being told this Matthew went back through his email account
0:05:34 > 0:05:40and found an email had been sent by mobiles.co.uk on 4th December,
0:05:40 > 0:05:44a week after they'd ordered the phone, confirming dispatch.
0:05:44 > 0:05:46Unfortunately as he had not seen it at the time,
0:05:46 > 0:05:50Matthew was unable to stop delivery to the wrong address.
0:05:50 > 0:05:53So the phone had been delivered, but not to the family,
0:05:53 > 0:05:55and what they hadn't realised
0:05:55 > 0:05:57was that the 24-month contract had started.
0:05:59 > 0:06:02We paid two months of the contract,
0:06:02 > 0:06:07amounting to just over £53, I think, from memory,
0:06:07 > 0:06:12in the hope that shortly after that we would then get a phone,
0:06:12 > 0:06:14Matthew could then pick it up
0:06:14 > 0:06:19and run with the remaining 22 months of his two year contract.
0:06:19 > 0:06:21Sadly that didn't happen.
0:06:21 > 0:06:24O2 blocked the phone so it could not be used,
0:06:24 > 0:06:26but despite numerous complaints
0:06:26 > 0:06:30the family were still being told that as the phone had been activated
0:06:30 > 0:06:33they were liable for the 24-month contract.
0:06:33 > 0:06:37O2 did make an offer some months later,
0:06:37 > 0:06:43after I'd refused to pay any more money against the contact.
0:06:43 > 0:06:49They offered us a refurbished phone without any accessories.
0:06:49 > 0:06:53I didn't think that that was fair and said so.
0:06:53 > 0:06:55After rejecting the offer of a refurbished phone,
0:06:55 > 0:07:00O2 told Matthew he could buy himself out of the contract for almost £600,
0:07:00 > 0:07:03again, something the family turned down.
0:07:03 > 0:07:08And both Carphone Warehouse on behalf of mobiles.co.uk and O2
0:07:08 > 0:07:10issued a deadlock letter.
0:07:10 > 0:07:14I was rather hoping they'd put their hands up
0:07:14 > 0:07:20and either agree to cancel the contract or offer a new phone.
0:07:20 > 0:07:24But they didn't and Matthew can only dream of the phone he never got.
0:07:25 > 0:07:28And he's not the only O2 customer
0:07:28 > 0:07:31who was billed for something they never received.
0:07:31 > 0:07:33Meet Helen Barron.
0:07:33 > 0:07:36After receiving a courtesy call from O2 about an upgrade
0:07:36 > 0:07:40she decided to order a new phone for her daughter Keira.
0:07:40 > 0:07:43That contract was going to be £18.50 per month.
0:07:43 > 0:07:46At that stage my daughter was coming up to her 18th birthday.
0:07:46 > 0:07:48We thought it would be a nice surprise for her.
0:07:48 > 0:07:50After she agreed to the contract
0:07:50 > 0:07:53O2 arranged to send out the phone and SIM card,
0:07:53 > 0:07:56telling her there was a 10-day cancellation period.
0:07:56 > 0:07:58The SIM card arrived a few days later.
0:07:58 > 0:08:00Not with the phone, though.
0:08:00 > 0:08:03After waiting a few more days, in which time the phone still
0:08:03 > 0:08:06had not arrived, Helen decided to return the SIM.
0:08:06 > 0:08:11Money was quite tight really so we decided,
0:08:11 > 0:08:14within that 10-day window, to actually send the SIM back.
0:08:14 > 0:08:19When the O2 SIM arrived, on the back was a return to sender address
0:08:19 > 0:08:21and the letter inside was welcoming us,
0:08:21 > 0:08:24so all I did on the bottom of that was just write,
0:08:24 > 0:08:27"Sorry, have to cancel."
0:08:27 > 0:08:30Put it back in its original envelope and posted it back.
0:08:30 > 0:08:33The phone never actually got here, so I automatically assumed
0:08:33 > 0:08:38O2 had received the SIM, and therefore cancelled the contract.
0:08:40 > 0:08:43Hearing nothing more, Helen thought that was the end of it.
0:08:43 > 0:08:45Due to ill health over the next few years
0:08:45 > 0:08:47she didn't check her bank accounts regularly
0:08:47 > 0:08:51so it wasn't until she spoke to O2 28 months later
0:08:51 > 0:08:53that she got a shock.
0:08:53 > 0:08:56There were four contracts going through my banking account.
0:08:56 > 0:09:01Myself, my new partner, my son, Edward, and a Mr Williams.
0:09:01 > 0:09:06Never heard of Mr Williams, never been a Mr Williams lived here.
0:09:06 > 0:09:08Helen immediately disputed the extra account
0:09:08 > 0:09:09in the name of Mr Williams
0:09:09 > 0:09:13and was told it had been active since 2011,
0:09:13 > 0:09:15the same time she'd ordered the new phone.
0:09:15 > 0:09:21And since then Helen's paid £531 for a phone she's never had.
0:09:21 > 0:09:23She asked to be refunded
0:09:23 > 0:09:25but O2 refused as the phone had been used.
0:09:27 > 0:09:30So that's two families being charged for contracts
0:09:30 > 0:09:34for phones which they've never had, let alone used.
0:09:34 > 0:09:37Time I started looking into these cases a bit further.
0:09:39 > 0:09:42O2 has been trading for 25 years
0:09:42 > 0:09:47and is a market leader with over 23 million customers across the UK.
0:09:47 > 0:09:49I've sent them an email about two of those customers.
0:09:49 > 0:09:53We'll hear shortly what they have got to say.
0:09:56 > 0:09:59From cars to houses, mobile phones to washing machines,
0:09:59 > 0:10:02a lot of what we buy today is done so on credit,
0:10:02 > 0:10:05and that credit leaves a financial footprint.
0:10:06 > 0:10:09Did you know your footprint can affect
0:10:09 > 0:10:12whether a company does business with you or not?
0:10:14 > 0:10:15Not only that but details
0:10:15 > 0:10:17of everything you've ever bought on credit
0:10:17 > 0:10:20is held by companies such as Experian,
0:10:20 > 0:10:22and that holds the key to your borrowing power.
0:10:24 > 0:10:28We hold information about consumers, mostly from lenders,
0:10:28 > 0:10:32about the credit that we've used over the last six years,
0:10:32 > 0:10:35and lenders use that to make informed decisions
0:10:35 > 0:10:39when we apply for new credit card, loan or a mortgage.
0:10:39 > 0:10:42And what sort of information does that include?
0:10:42 > 0:10:43When you apply for credit,
0:10:43 > 0:10:46a lender will typically look at three sources of information
0:10:46 > 0:10:49to help it decide whether to lend to you.
0:10:49 > 0:10:52This will include the information on your application form
0:10:52 > 0:10:53about your job and salary,
0:10:53 > 0:10:56information they might have about you already
0:10:56 > 0:10:57if you're an existing customer,
0:10:57 > 0:11:00and the information we hold that we call your credit rating.
0:11:00 > 0:11:02Lenders will typically use an automated process
0:11:02 > 0:11:06called credit scoring, to calculate your credit rating.
0:11:06 > 0:11:09And it's this credit score that could have an impact
0:11:09 > 0:11:11on your application for a loan or mortgage.
0:11:11 > 0:11:16A credit score is a simple indication of how likely it is
0:11:16 > 0:11:18that you'll repay any credit you're applying for
0:11:18 > 0:11:21based on the data that the lender has available.
0:11:21 > 0:11:23So the credit score is totted up,
0:11:23 > 0:11:26and from it you get a consumer's overall credit rating.
0:11:26 > 0:11:28I've had a few emails from people
0:11:28 > 0:11:31concerned about their credit rating.
0:11:31 > 0:11:34Karen contacted me after changing her bank account over
0:11:34 > 0:11:36using a switching service
0:11:36 > 0:11:39which promised to change over all her direct debits.
0:11:39 > 0:11:40Sounds great, doesn't it?
0:11:40 > 0:11:42But three months later
0:11:42 > 0:11:45it seems one of her direct debits wasn't switched over
0:11:45 > 0:11:48and now not only has she got a big debt,
0:11:48 > 0:11:50her credit rating has gone downhill.
0:11:50 > 0:11:53If you find adverse information on your credit report
0:11:53 > 0:11:55that's factually correct but not your fault,
0:11:55 > 0:11:57one of the things you can do
0:11:57 > 0:12:00is add what we call a notice of correction to the information,
0:12:00 > 0:12:03so that's an explanatory note of up to 200 words
0:12:03 > 0:12:04that goes onto your credit report
0:12:04 > 0:12:07and any lender looking at that information in the future
0:12:07 > 0:12:09will see that additional information.
0:12:09 > 0:12:11OK. So what can people do
0:12:11 > 0:12:14if they find themselves in a situation like Karen's?
0:12:14 > 0:12:17It's so important to check your credit report on a regular basis
0:12:17 > 0:12:21and let us know if there's anything on there that you're unhappy about.
0:12:21 > 0:12:23The information we hold on people's credit reports
0:12:23 > 0:12:26should be accurate and up to date by law.
0:12:26 > 0:12:30So if you find something on there that a lender has recorded
0:12:30 > 0:12:33that you disagree with you can either go to them direct
0:12:33 > 0:12:35and ask them to correct it or you can come to us
0:12:35 > 0:12:39at the credit record agency and we can take the matter up for you.
0:12:40 > 0:12:43I've also been contacted by Kyle. He's a serving soldier
0:12:43 > 0:12:45but when he moved back to the UK recently
0:12:45 > 0:12:48he couldn't get a contract on a mobile phone.
0:12:48 > 0:12:51So he checked his credit rating and found it was very poor.
0:12:51 > 0:12:54The odd thing is Kyle has never borrowed money
0:12:54 > 0:12:56so he has no debts.
0:12:56 > 0:12:59He's really worried he'll struggle to build a future.
0:12:59 > 0:13:03To get a good credit rating you actually need some evidence,
0:13:03 > 0:13:06some past evidence that you can pay things on time,
0:13:06 > 0:13:07so actually when you start out,
0:13:07 > 0:13:11you typically won't start with a very high credit rating at all.
0:13:11 > 0:13:14There will be very little evidence to go on.
0:13:14 > 0:13:16Having lived abroad
0:13:16 > 0:13:18and not bought anything on credit in the past, Kyle has been
0:13:18 > 0:13:21unable to build up a good credit score.
0:13:21 > 0:13:22So what's the answer?
0:13:22 > 0:13:25There's a common misconception that to build a good credit rating
0:13:25 > 0:13:27you need to have gotten into debt.
0:13:27 > 0:13:29That is actually not the case.
0:13:29 > 0:13:32Lenders are simply looking for evidence that you've responsibly
0:13:32 > 0:13:34managed credit in the past,
0:13:34 > 0:13:36so it's not about racking up lots of debt.
0:13:36 > 0:13:41The trick really is working out how to establish a credit record
0:13:41 > 0:13:44and start building a credit rating that's going to unlock
0:13:44 > 0:13:47lots of products and services for you.
0:13:47 > 0:13:50There are ways we can help improve our credit score.
0:13:50 > 0:13:53Firstly make sure you're registered on the electoral role.
0:13:53 > 0:13:56Secondly, use some credit but use it responsibly.
0:13:56 > 0:14:02And thirdly, make sure you space out any new applications for credit.
0:14:04 > 0:14:05So, just like your health,
0:14:05 > 0:14:08it's worth keeping your credit rating in check too.
0:14:14 > 0:14:16The Andrews family
0:14:16 > 0:14:19and Helen Barron both ordered phones on an O2 contract.
0:14:19 > 0:14:22But neither of the phones have been delivered to their addresses.
0:14:22 > 0:14:26Before getting in contact with me, both of them had reached deadlock.
0:14:26 > 0:14:31Matthew was told he could cancel his contract if he paid almost £600.
0:14:31 > 0:14:36While Helen, who'd already paid out unknowingly £531,
0:14:36 > 0:14:39was being offered just a 50% refund.
0:14:41 > 0:14:4420-year-old Matthew is being chased for money.
0:14:44 > 0:14:48Despite his phone never being delivered, it was activated,
0:14:48 > 0:14:51kick-starting the two year, £29 a month contract.
0:14:51 > 0:14:53He's getting debt collection letters
0:14:53 > 0:14:56and has discovered his credit rating has been affected.
0:14:57 > 0:15:00Having a black mark on my credit score at such a young age,
0:15:00 > 0:15:02it doesn't really look good.
0:15:02 > 0:15:05I mean, I'm trying to save up so I can move out.
0:15:05 > 0:15:08After sending the e-mails, I've heard back from a press officer,
0:15:08 > 0:15:12John, who has told me he's looking into the cases.
0:15:12 > 0:15:14And I think it's time we caught up.
0:15:14 > 0:15:16Hello, John. Good afternoon to you.
0:15:16 > 0:15:19It's Dominic Littlewood calling from the BBC.
0:15:19 > 0:15:21I bring John up to speed with what happened
0:15:21 > 0:15:24when Matthew's mum Louise tried to order the phone.
0:15:24 > 0:15:26She never received the phone.
0:15:26 > 0:15:28Cos the address didn't come up correctly,
0:15:28 > 0:15:32she logged off the website, didn't believe she'd actually ordered it,
0:15:32 > 0:15:34and didn't realise she had
0:15:34 > 0:15:39until she got a bill in January 2013 for approximately £53.
0:15:40 > 0:15:43She disputed it, but she also paid it as well
0:15:43 > 0:15:45because she didn't want credit ratings being affected.
0:15:45 > 0:15:48And then they were told they needed to pay £588
0:15:48 > 0:15:49to get out of the contract.
0:15:49 > 0:15:51It's now gone to debt collectors.
0:15:51 > 0:15:55That happened at the end of last year, so, literally last month.
0:15:55 > 0:15:58She queried the phone saying she'd never received it.
0:15:58 > 0:16:03At some point O2 offered her son a refurbished phone.
0:16:04 > 0:16:08I can't work out why you would have done that.
0:16:08 > 0:16:11Unless you'd agreed that the phone hadn't been delivered for whatever reason.
0:16:11 > 0:16:15Anyway, maybe you can explain that once you get your head around the case.
0:16:15 > 0:16:17'Have you spoken to mobiles.co.uk?'
0:16:17 > 0:16:20No. You're the first call I've made.
0:16:20 > 0:16:22We then move on to Helen's case.
0:16:22 > 0:16:25- Can I just ask a couple of questions? - Anything you like.
0:16:25 > 0:16:31On Helen's, you say that she did receive a phone,
0:16:31 > 0:16:32but she sent it back?
0:16:32 > 0:16:36She agreed to a contract and it was £18.99 per month.
0:16:36 > 0:16:39Plus, she was going to get a 3G phone.
0:16:39 > 0:16:42It arrived a few days later, but the phone didn't.
0:16:42 > 0:16:45Because she was within her ten day cool off period,
0:16:45 > 0:16:49she sent the SIM back to O2 thinking that it would cancel the contract.
0:16:49 > 0:16:53However, O2 continued to bill her for the contract for next 28 months
0:16:53 > 0:16:57until she finally realised, which was December last year, and when
0:16:57 > 0:17:01she called up to cancel, she found out that the SIM was in her name,
0:17:01 > 0:17:03and she didn't even realise until this point.
0:17:03 > 0:17:07Smashing. Well, listen, it's been great talking to you.
0:17:07 > 0:17:11Leave these both with me and I'll get to the bottom of them
0:17:11 > 0:17:13and be in touch with you very soon.
0:17:13 > 0:17:18- Nice talking to you, John. - Cheers now.- Thank you, bye.- Bye.
0:17:18 > 0:17:22That call was so nice I felt like I want to go out for a beer with John.
0:17:22 > 0:17:25He said, "Great, get the information over to me. We'll have a look at it.
0:17:25 > 0:17:26"We'll get this sorted out."
0:17:26 > 0:17:29Let's hope it continues to go like that.
0:17:29 > 0:17:31They quite often don't though.
0:17:31 > 0:17:33O2 is not the only company involved here.
0:17:33 > 0:17:36Matthew's problems started because he and his mum could not enter
0:17:36 > 0:17:40their delivery address correctly on the mobiles.co.uk site
0:17:40 > 0:17:42they bought the phone from.
0:17:42 > 0:17:45So, who should Matthew's complaint be against?
0:17:45 > 0:17:48The advantage of going through a third party might be that you
0:17:48 > 0:17:49get a better deal on your phone.
0:17:49 > 0:17:52The difficulty is, if something goes wrong,
0:17:52 > 0:17:56trying to work out exactly whose problem it is.
0:17:56 > 0:17:58Is it the third party?
0:17:58 > 0:18:01Is it the phone provider? Who have you got a contract with?
0:18:01 > 0:18:03And who sold you the phone?
0:18:03 > 0:18:05And that's exactly the issue Matthew has.
0:18:05 > 0:18:09Yet mobiles.co.uk and its parent company Carphone Warehouse
0:18:09 > 0:18:11stated that as the phone had been delivered,
0:18:11 > 0:18:13there was nothing else they could do.
0:18:13 > 0:18:16Ultimately if you are dealing with a third party
0:18:16 > 0:18:19and you've taken out a phone contract through them,
0:18:19 > 0:18:22that third party has sold you the contract.
0:18:22 > 0:18:25They've sold you that package.
0:18:25 > 0:18:28If you've got a problem with that, then you need to speak to them.
0:18:28 > 0:18:31Once you've got the phone and you're using it,
0:18:31 > 0:18:34then you need to be speaking to the phone company itself.
0:18:34 > 0:18:36Now, where does that leave Matthew, though,
0:18:36 > 0:18:39because he never received the phone from the third party?
0:18:39 > 0:18:42But because it was delivered and activated by someone,
0:18:42 > 0:18:44the network started charging him.
0:18:44 > 0:18:47He's complained to both retailer and network.
0:18:48 > 0:18:51If you're having problems with the third party seller
0:18:51 > 0:18:52and they're not helping you out,
0:18:52 > 0:18:55it might still be worth talking to the phone company
0:18:55 > 0:18:57because they carry a lot of heft
0:18:57 > 0:19:00and they might get that third party to sort it out for you.
0:19:00 > 0:19:02I've contacted Carphone Warehouse
0:19:02 > 0:19:05to get its response about the third party seller mobiles.co.uk,
0:19:05 > 0:19:09but the network, O2, is the one chasing the money,
0:19:09 > 0:19:12and they have agreed to look into this for me.
0:19:12 > 0:19:16I want to know whether mobiles.co.uk should have done more.
0:19:16 > 0:19:20So I sent dad Colin to meet his local Trading Standards officer.
0:19:20 > 0:19:24- Hello, Colin.- Nice to see you. - Take a seat.- Thank you.
0:19:24 > 0:19:28And Colin explains their situation.
0:19:28 > 0:19:32The fact that you weren't able to review
0:19:32 > 0:19:35and amend any issues with regards to the details you put on the website...
0:19:35 > 0:19:40Then that's covered within UK regulations.
0:19:40 > 0:19:43It's the E-Commerce Regulations 2002.
0:19:43 > 0:19:47The fact that this website didn't give you the opportunity to
0:19:47 > 0:19:50review and amend any potential errors on there,
0:19:50 > 0:19:53that would be a de facto breach of the E-Commerce Regulations.
0:19:53 > 0:19:55Right.
0:19:55 > 0:19:58Because of that, you would have the right to rescind that contract
0:19:58 > 0:20:01and that should put you back in the position as if
0:20:01 > 0:20:05the contract hadn't been entered into in the first place.
0:20:05 > 0:20:08So, websites should ensure that you're given options for choosing
0:20:08 > 0:20:12a delivery address and have to provide a confirmation page.
0:20:12 > 0:20:14I certainly didn't know any of what Richard told me
0:20:14 > 0:20:19about this today and I've done over 200 online transactions.
0:20:20 > 0:20:23Well, we've put all that to mobiles.co.uk,
0:20:23 > 0:20:26but I've had an e-mail from Matthew, and he's still receiving
0:20:26 > 0:20:28debt collection letters and that's something
0:20:28 > 0:20:29I need to speak to O2 about.
0:20:31 > 0:20:35OK, I've sent all the information over to O2 about these two issues
0:20:35 > 0:20:38I'm trying to sort out. They've had time to look at them.
0:20:38 > 0:20:41Let's give that really nice friendly chap a call.
0:20:41 > 0:20:42What was his name? John.
0:20:44 > 0:20:47- Press office. John speaking. - Hi, would that be John Madeley?
0:20:47 > 0:20:49It would be, yes.
0:20:49 > 0:20:52- Hello, John, it's Dominic Littlewood from the BBC again.- Hi, Dom.
0:20:52 > 0:20:56- How are you?- I'm all right. Is it convenient time?
0:20:56 > 0:20:57It is, yes, carry on.
0:20:57 > 0:20:59Before I get a chance to say anything,
0:20:59 > 0:21:01John updates me on Helen Barron's case.
0:21:01 > 0:21:04The clarification I'm waiting on
0:21:04 > 0:21:10is that, had Helen received the package...
0:21:10 > 0:21:12Complete package, yeah.
0:21:12 > 0:21:18Presumably, somebody must have signed for the phone and the SIM.
0:21:18 > 0:21:20Indeed and that is what I'm waiting for.
0:21:20 > 0:21:23John tells me he'll get back to me as soon as he has this information,
0:21:23 > 0:21:25and we move on to Matthew's case.
0:21:25 > 0:21:27We've already been doing some investigation on this
0:21:27 > 0:21:35and the notes from that account highlighted that mobiles.co.uk
0:21:35 > 0:21:39had confirmed the phone was delivered to the address
0:21:39 > 0:21:42specified on the order.
0:21:42 > 0:21:45I explain that the address John has on his records is the wrong
0:21:45 > 0:21:47address and that's the problem Louise found.
0:21:47 > 0:21:50When you put in her postcode, it's coming out at the wrong address.
0:21:50 > 0:21:52Now, onto the debt collectors.
0:21:52 > 0:21:55I'm assuming it's you guys that have probably passed this on to
0:21:55 > 0:21:56debt collectors.
0:21:56 > 0:22:00Can you call off the bailiffs, please, until we get it resolved?
0:22:00 > 0:22:02I can certainly see what I can sort out.
0:22:02 > 0:22:05Yeah, if you can call them off, I'd appreciate that.
0:22:05 > 0:22:08- Yes, no worries, I'll certainly put that request in.- Right.
0:22:08 > 0:22:11- All right, that's brilliant. - Let's have a chat next week, John.
0:22:11 > 0:22:13- Look forward to it. Have a good weekend.- You too. Thanks a lot.
0:22:13 > 0:22:15- Cheers.- Bye-bye.
0:22:15 > 0:22:17This guy is really, really helpful
0:22:17 > 0:22:21and he's raised a few points there which are quite interesting.
0:22:21 > 0:22:23It's not going to be a walk in the park for me.
0:22:24 > 0:22:26Still, I like cases like that.
0:22:28 > 0:22:31Another parent who wanted to ensure her child stayed connected
0:22:31 > 0:22:33is Verna Richards.
0:22:34 > 0:22:3717-year-old daughter, Natasha, has learning difficulties
0:22:37 > 0:22:40so Verna wanted her to have a phone so she could contact her
0:22:40 > 0:22:42whenever she needed.
0:22:42 > 0:22:46I put her on pay as you go for a couple of months,
0:22:46 > 0:22:50but she usually finish her credit quite quickly,
0:22:50 > 0:22:53so I decided to put her on a contract.
0:22:53 > 0:22:56She wanted her daughter to have the freedom to speak to her friends,
0:22:56 > 0:22:59but the safety of not running out of credit in an emergency.
0:23:01 > 0:23:05I decided to get Natasha a T-Mobile phone because me and her sisters
0:23:05 > 0:23:11were on T-Mobile and I had a history with them, so they were always good.
0:23:11 > 0:23:15Natasha's contract was for £26 a month which came out
0:23:15 > 0:23:19of Verna's bank account, but on two occasions in 2011,
0:23:19 > 0:23:22Natasha's bill was over £100.
0:23:22 > 0:23:26The second time it happened, my eldest daughter was at home
0:23:26 > 0:23:29and she said, "Mummy, I'll pay the bill and call T-Mobile."
0:23:29 > 0:23:33So my daughter called them, explained the situation to them,
0:23:33 > 0:23:36to put a cap on it and don't let her go over.
0:23:36 > 0:23:37They said, "OK."
0:23:37 > 0:23:41Confident T-Mobile would stop the service if Natasha exceeded
0:23:41 > 0:23:44her allowance, Verna hoped it would be the end of shock bills
0:23:44 > 0:23:47and it was, until the summer of 2013.
0:23:47 > 0:23:49Natasha's bill came.
0:23:49 > 0:23:53I was sitting on the sofa, opened the bill and I nearly fall over.
0:23:55 > 0:23:59It was nearly £2,000. I couldn't believe it.
0:24:00 > 0:24:04I took the phone up same time and dial T-Mobile,
0:24:04 > 0:24:11and asked them to explain why a £26 bill comes to nearly £2,000.
0:24:11 > 0:24:16That's more than a month's wages for me. I could never pay that bill.
0:24:16 > 0:24:19Unfortunately, Natasha had gone way over her monthly contract,
0:24:19 > 0:24:22spending hours talking to her friend.
0:24:22 > 0:24:25Verna told T-Mobile she had requested a cap on her phone
0:24:25 > 0:24:28but they claim the bill still stands.
0:24:28 > 0:24:31So, I've sent them an e-mail asking for more information.
0:24:31 > 0:24:35A cap means a customer cannot spend more than their monthly contract
0:24:35 > 0:24:39price unless they specifically authorise it with the company.
0:24:39 > 0:24:42It's something telecoms regulator Ofcom has been campaigning for
0:24:42 > 0:24:44and I've come to meet with them today.
0:24:48 > 0:24:51As we're in a situation now where virtually everyone has
0:24:51 > 0:24:56a mobile phone, from about five years upwards it seems, are you
0:24:56 > 0:24:59finding you're getting quite a few complaints? Are they escalating?
0:24:59 > 0:25:02The areas we've been looking at recently and where we've been
0:25:02 > 0:25:05putting in quite a lot of work, is things like bill shocks,
0:25:05 > 0:25:09so, issues where, as technology gets more and more complicated,
0:25:09 > 0:25:12I think people don't necessarily understand what the phone can do.
0:25:12 > 0:25:15So, clearly with a smartphone, you have things like data usage now
0:25:15 > 0:25:17and people can get caught out
0:25:17 > 0:25:21because technology is getting ahead of people's understanding of phones.
0:25:21 > 0:25:25Particularly with children having phones, it's difficult
0:25:25 > 0:25:26to control what they're doing,
0:25:26 > 0:25:29so we've been doing quite a lot of work with the providers to look at
0:25:29 > 0:25:34ways that they can improve, not just stopping people getting big
0:25:34 > 0:25:37bills, but also educating consumers about the things they need to
0:25:37 > 0:25:40look out for, because phones don't just make telephone calls any more.
0:25:40 > 0:25:42They do all sorts of other things.
0:25:42 > 0:25:44In fact, making telephone calls is probably the least you
0:25:44 > 0:25:47use your mobile phones for nowadays, isn't it?
0:25:47 > 0:25:49What you're referring to there is probably capping.
0:25:49 > 0:25:52Cap is a sort of fixed financial amount
0:25:52 > 0:25:55and when you've got to that cap, you won't be able to use your phone
0:25:55 > 0:25:59any more until you proactively contact the company and say,
0:25:59 > 0:26:02"I would like to spend more or I'd like to top up my account."
0:26:02 > 0:26:03There are also usage alerts
0:26:03 > 0:26:07so there are lots of tools out there now, where, particularly
0:26:07 > 0:26:11if you're online, you can look at your spend and you can monitor
0:26:11 > 0:26:14your own usage so that you can control it a bit better for yourself.
0:26:15 > 0:26:19Which sounds perfect if you want to ensure you or your child
0:26:19 > 0:26:23doesn't spend over a certain amount like Verna's daughter Natasha did.
0:26:23 > 0:26:25There must be some negatives as well as positives
0:26:25 > 0:26:28as far as capping is concerned.
0:26:28 > 0:26:31Well, the main downside of capping is that, at some point,
0:26:31 > 0:26:34when you reach that cap, you won't then be able to make calls.
0:26:34 > 0:26:38If that happens to you at a time when it's convenient for you to contact
0:26:38 > 0:26:42your provider, you can have a simple conversation and have that extended.
0:26:42 > 0:26:45If, however, it happens to you in the middle of the night
0:26:45 > 0:26:48and you're out and you wish to make some sort of call, you may be
0:26:48 > 0:26:52a child wanting to call a parent, it may be more difficult to actually
0:26:52 > 0:26:55be able to then make that call in the time frame that you want to make it.
0:26:55 > 0:26:58If somebody had a complaint with a mobile phone company,
0:26:58 > 0:27:03what would be the correct order to sort this out?
0:27:03 > 0:27:06First thing is to contact their mobile phone provider
0:27:06 > 0:27:08and go through their complaints procedure.
0:27:08 > 0:27:11If they don't get anywhere with that, there are two things.
0:27:11 > 0:27:13One is they can complain to Ofcom,
0:27:13 > 0:27:14but the other thing is we do have
0:27:14 > 0:27:17alternative dispute resolution schemes.
0:27:17 > 0:27:19So when you get to eight weeks with any complaint,
0:27:19 > 0:27:22or if you get a deadlock letter from your provider, you can
0:27:22 > 0:27:25go to the ombudsmen where they'll look at your complaint for you.
0:27:25 > 0:27:28Well, it's good to know there are organisations out there to
0:27:28 > 0:27:31help you, but I'm hoping we won't need to use them
0:27:31 > 0:27:34because I've had an e-mail back from T-Mobile.
0:27:34 > 0:27:38They told me they do not offer a contract which caps
0:27:38 > 0:27:39a customer's usage.
0:27:39 > 0:27:42However, Natasha was on a You Fix tariff which
0:27:42 > 0:27:46restricts the service once you've used up your allocation of minutes.
0:27:46 > 0:27:50When Verna upgraded her daughter's phone two years ago,
0:27:50 > 0:27:54she switched to a 24-month contract with no restrictions.
0:27:54 > 0:27:58Therefore Verna is responsible for the £2,000 bill.
0:27:58 > 0:28:01However, as a gesture of goodwill, they've offered to halve it.
0:28:05 > 0:28:11A one-off credit of 1036.70 including VAT, will be applied
0:28:11 > 0:28:13to your account.
0:28:13 > 0:28:18This is as way of reimbursing 50% of the additional call charges.
0:28:18 > 0:28:21However, I am happy to discuss a repayment plan
0:28:21 > 0:28:23that will be suitable for you.
0:28:24 > 0:28:28Verna doesn't seem too happy, but that's a generous offer
0:28:28 > 0:28:30from T-Mobile. They told us:
0:28:37 > 0:28:39If I were Verna, I'd take it.
0:28:39 > 0:28:43Verna's case flags up the issue of responsibility.
0:28:43 > 0:28:46On one hand, the phone company are responsible for making sure
0:28:46 > 0:28:49the service they provide is right for the customer,
0:28:49 > 0:28:51but on the other hand,
0:28:51 > 0:28:55the customer should be responsible for the calls they make.
0:28:55 > 0:28:57But where does that leave Matthew and Helen?
0:28:57 > 0:28:59They've both been charged for contracts on phones which
0:28:59 > 0:29:01have never been delivered to them.
0:29:01 > 0:29:05It's time I picked up speed on these cases and I've heard back from O2.
0:29:05 > 0:29:10In Helen's case, O2 tell us that they can't retrieve
0:29:10 > 0:29:13delivery details, which, in a nutshell, means
0:29:13 > 0:29:16they can't prove that the phone and SIM were sent together.
0:29:16 > 0:29:19But they do say that by sending a SIM card back without
0:29:19 > 0:29:22requesting that a contract be cancelled
0:29:22 > 0:29:25doesn't automatically close down an account.
0:29:25 > 0:29:29Once I'd sent the SIM back within the ten day window,
0:29:29 > 0:29:32I assumed the phone wasn't coming, therefore it was all cancelled.
0:29:32 > 0:29:35And in Matthew's case, O2 tell us that when they found out
0:29:35 > 0:29:37the phone hadn't been received,
0:29:37 > 0:29:41they blocked it, but then they advised Mr Andrews that the
0:29:41 > 0:29:44contract to provide the airtime was still valid,
0:29:44 > 0:29:47which basically means they're saying the family still have to pay.
0:29:47 > 0:29:48We've never had the phone,
0:29:48 > 0:29:51so we're not going to pay for a phone that we've not had.
0:29:51 > 0:29:53Well, I've gone back to John at 02 and said,
0:29:53 > 0:29:56"Look, if you're not disputing that the phone was never
0:29:56 > 0:30:00"received by the family and you'd blocked it, therefore stopping any
0:30:00 > 0:30:05"debt running up, why are you still chasing the family for the money?"
0:30:05 > 0:30:06Lets hope I hear back soon.
0:30:11 > 0:30:14When you're jetting off abroad on your annual holidays,
0:30:14 > 0:30:18travel insurance is about as obvious as packing your trunks.
0:30:18 > 0:30:21When you're having a mini break UK holiday,
0:30:21 > 0:30:24it's something which might not be as obvious.
0:30:24 > 0:30:28But perhaps you should think about taking it out and here's why.
0:30:28 > 0:30:30I've been contacted by Claire Freeman, who organised
0:30:30 > 0:30:34a special holiday to Center Parcs for June 2013.
0:30:36 > 0:30:40We booked this specific holiday to Center Parcs for my mum's
0:30:40 > 0:30:4460th birthday, so the whole family were going to be going.
0:30:44 > 0:30:47Mum, dad, me, my husband, my little boy Stanley,
0:30:47 > 0:30:50my sister, her husband and her two boys.
0:30:50 > 0:30:52We were all really excited.
0:30:52 > 0:30:56It was kind of like a one-off, I think. A one-off holiday.
0:30:56 > 0:30:59They chose Centre Parcs for this family get together
0:30:59 > 0:31:01as they'd been there many times before.
0:31:02 > 0:31:05Claire's husband, Mark, booked a three night break
0:31:05 > 0:31:09in two lodges at a cost of £975.
0:31:09 > 0:31:11We made the booking quite a lot in advance.
0:31:11 > 0:31:14I think it was in the November before,
0:31:14 > 0:31:17so about eight months before we were due to go on holiday.
0:31:19 > 0:31:22Elveden Forest suited the family due to its convenient location.
0:31:23 > 0:31:29My dad's health isn't great and it is never going to improve,
0:31:29 > 0:31:31but where... Elveden isn't that far to travel.
0:31:31 > 0:31:35So we knew if he was poorly, he had his nebuliser.
0:31:35 > 0:31:36We weren't concerned, really.
0:31:36 > 0:31:39Claire's dad Jim was diagnosed with an abnormality of the lungs
0:31:39 > 0:31:44and chronic asthma. He needs a nebuliser to help him breathe.
0:31:44 > 0:31:47But he was looking forward to a break with the family.
0:31:47 > 0:31:52Well, I went to Center Parcs once before and it's really good for me,
0:31:52 > 0:31:57because I can stay in the cabin and read, with my nebuliser.
0:31:57 > 0:32:02And I was looking forward to it because the boys play softball
0:32:02 > 0:32:05and I just sit there and watch them with a cup of tea and it's lovely.
0:32:07 > 0:32:09When you book with Center Parcs,
0:32:09 > 0:32:13there is the option to tick a box to take out insurance, but the family
0:32:13 > 0:32:15felt this would not be necessary.
0:32:15 > 0:32:19The reason why I didn't take out Center Parcs' insurance
0:32:19 > 0:32:23is because, when you holiday in the UK, you don't have to worry
0:32:23 > 0:32:26about the NHS issues. You know that you are covered.
0:32:26 > 0:32:31That's true, but Center Parcs' insurance would also cover for
0:32:31 > 0:32:35any last-minute cancellations and the decision not to take it out
0:32:35 > 0:32:39would come back to haunt the family, as the day before the holiday
0:32:39 > 0:32:42was due to commence, the family received some bad news.
0:32:42 > 0:32:46We were all packed, all the cars were all packed with food, drink,
0:32:46 > 0:32:50ready to go, and, on the Thursday,
0:32:50 > 0:32:54the day before we were due to go on holiday there, I had a call at work
0:32:54 > 0:32:59from my husband saying that my dad had been taken ill
0:32:59 > 0:33:01to hospital by an ambulance.
0:33:01 > 0:33:04Understandably, the holiday plans were put on hold.
0:33:06 > 0:33:11I was absolutely terrified when I saw my dad on the ventilator.
0:33:11 > 0:33:15Obviously, he wasn't conscious. He was plugged into machinery
0:33:15 > 0:33:17and he couldn't breathe for himself.
0:33:18 > 0:33:20With Claire very worried about her dad,
0:33:20 > 0:33:24Husband Mark tried to reorganise the holiday for a later date.
0:33:24 > 0:33:27The initial conversation I had with Center Parcs,
0:33:27 > 0:33:30they were very compassionate, and the first person I spoke with
0:33:30 > 0:33:34appeared optimistic, around our chances of delaying the break.
0:33:34 > 0:33:39But when Claire later spoke to Center Parcs, she was told,
0:33:39 > 0:33:42without insurance, they would be unable to get their money back
0:33:42 > 0:33:43or postpone.
0:33:43 > 0:33:46She said there was nothing they could do, because we didn't
0:33:46 > 0:33:48have insurance and it wouldn't be fair to those people
0:33:48 > 0:33:50that have taken insurance out.
0:33:50 > 0:33:55Center Parcs' terms and conditions clearly state that any cancellations
0:33:55 > 0:33:59or changes to dates must be amended ten weeks prior to the holiday.
0:33:59 > 0:34:03So, in situations such as that faced by Claire and her family,
0:34:03 > 0:34:07insurance is key. Having not taken out Center Parcs' insurance,
0:34:07 > 0:34:09was there anything else they could do?
0:34:09 > 0:34:12Center Parcs advised us the best way to get compensation was to go
0:34:12 > 0:34:14through our holiday insurance. We looked into this,
0:34:14 > 0:34:18but only my wife and myself were covered through our bank policy.
0:34:18 > 0:34:20Plus, due to the excess charge,
0:34:20 > 0:34:23it wasn't financially viable to make a claim.
0:34:23 > 0:34:26I hoped that Center Parcs would make an exception to the rule
0:34:26 > 0:34:31and postpone our holiday, because I've holidayed with Center Parcs,
0:34:31 > 0:34:33I believe, it's five occasions, in the past.
0:34:33 > 0:34:36So I was hoping we'd get rewarded for our loyalty, to be honest.
0:34:36 > 0:34:41Center Parcs' terms and conditions are clear, and cancelling the day
0:34:41 > 0:34:44before arrival would not give the company a chance for a re-booking.
0:34:44 > 0:34:50It's the responsibility of the customer to ensure you're covered.
0:34:50 > 0:34:53We were all devastated to have missed out on the holiday.
0:34:53 > 0:34:57The children, especially, because we had built it up for so long.
0:34:57 > 0:35:00And we'd booked so many activities and told them we were going to do
0:35:00 > 0:35:04bowling and skating and swimming, so they were all devastated.
0:35:04 > 0:35:08Disappointing for the family, but on the up side,
0:35:08 > 0:35:10Jim's health improved sufficiently to go home and recover.
0:35:10 > 0:35:13We wrote to Center Parcs regarding Claire's case.
0:35:13 > 0:35:15They said...
0:35:37 > 0:35:40I know Center Parcs are well within their rights not to offer us
0:35:40 > 0:35:41another holiday.
0:35:41 > 0:35:45That's right, Claire. It's a hard lesson learned.
0:35:45 > 0:35:49The moral of this story is make sure you're always protected,
0:35:49 > 0:35:52so you're not hit by the unexpected.
0:35:56 > 0:35:59I've been dealing with two cases of families who are being billed
0:35:59 > 0:36:02for phones which never arrived.
0:36:02 > 0:36:05I've heard back from O2 and it looks as though things
0:36:05 > 0:36:09are falling into place on Helen's case, but there are still
0:36:09 > 0:36:13a few areas I need to iron out, with regards to Matthew Andrews.
0:36:13 > 0:36:17John, it's Dominic Littlewood, but you obviously recognised my voice.
0:36:17 > 0:36:21- I did, indeed, yes.- Hi, John, sorry to give you a call this morning.
0:36:21 > 0:36:25I know you've had some correspondence with our office.
0:36:25 > 0:36:29I'd love to try and prod you very politely in the case of
0:36:29 > 0:36:34Matthew and Louise Andrews, to try and see if we can sort this out.
0:36:35 > 0:36:38'I asked John to look into Matthew's credit rating.'
0:36:38 > 0:36:41'I promise you I will get back to you by 10am tomorrow.'
0:36:41 > 0:36:45John, I can't ask for fairer than that. I really appreciate it.
0:36:45 > 0:36:47Personally, I've had no problems with your service
0:36:47 > 0:36:50and I just think it would be lovely to sort this out and put it to bed,
0:36:50 > 0:36:53- for everybody concerned. - Absolutely.- Lovely. Thanks, John.
0:36:53 > 0:36:57- Cheers, now.- Bye-bye.- Bye.
0:36:57 > 0:37:01Sometimes, I really cringe about dealing with certain companies.
0:37:01 > 0:37:02I have to be honest,
0:37:02 > 0:37:06so far, O2 have been really, really good. They have taken all my calls,
0:37:06 > 0:37:09they've been polite, they've sorted out one problem
0:37:09 > 0:37:12and he has promised me he'll sort out the other one by 10am tomorrow,
0:37:12 > 0:37:14which is only about 20 hours away.
0:37:14 > 0:37:16As long as it's good news!
0:37:18 > 0:37:19It's bound to be.
0:37:21 > 0:37:26While I wait to see what O2 can do for Matthew, I'm pleased to hear
0:37:26 > 0:37:28that the company has come through for Helen.
0:37:28 > 0:37:32Having already offered to refund her 50% of the amount she's already paid
0:37:32 > 0:37:36out for a phone she never received, they've gone one step further.
0:37:36 > 0:37:39"As an additional gesture, we are able to refund the other half
0:37:39 > 0:37:45"of the payments she has made to us, which totals £272.48."
0:37:49 > 0:37:50Wow.
0:37:52 > 0:37:53That's brilliant.
0:37:53 > 0:37:56That is absolutely... Thank you.
0:37:56 > 0:37:59In a statement, O2 said to us...
0:38:20 > 0:38:23I honestly didn't think I'd win... if winning's the word.
0:38:25 > 0:38:28That's fantastic, That's absolutely fantastic!
0:38:28 > 0:38:35Wow, thank you, Dom. Brilliant, mate. Absolutely bang on!
0:38:35 > 0:38:37'Thanks very much. One down, one to go.'
0:38:37 > 0:38:41Well, after many, I have to say, quite pleasant phone calls to John
0:38:41 > 0:38:45from O2, I have got some news for Matthew, Colin and Louise.
0:38:45 > 0:38:49So I have come way "oop north," to Grimsby, to deliver it in person.
0:38:58 > 0:39:01- Hello, Dom, nice to see you. - Nice to meet you.- You, too.
0:39:01 > 0:39:03Thanks for coming all this way from The Smoke.
0:39:03 > 0:39:07- Come in, we've got the kettle on, mate.- Lovely.
0:39:07 > 0:39:11Matthew, you are now 21, why did you not order this phone yourself?
0:39:11 > 0:39:14Every time I've bought a phone before, it's been with my mum,
0:39:14 > 0:39:18and I thought it would be better if I went through it with her.
0:39:18 > 0:39:22It's a legally binding contract and I didn't want to do something
0:39:22 > 0:39:25that I'd get tied up in which wasn't right, so looked for support
0:39:25 > 0:39:28- from my mum with it.- OK. That says a lot for you, doesn't it?- Yes.
0:39:28 > 0:39:31- He trusts his mum!- He did! - We all trust our mums!
0:39:31 > 0:39:33We need our mums!
0:39:33 > 0:39:35'Time to get down to the nitty gritty.'
0:39:35 > 0:39:39The first time you realised there was a problem was when the bill
0:39:39 > 0:39:41- came through, which was in January?- Yes.
0:39:41 > 0:39:44Quite rightly, you continued to make payments.
0:39:44 > 0:39:48You disputed them, but made the payments because you did not want
0:39:48 > 0:39:51you getting a bad mark against your name. They do have an issue,
0:39:51 > 0:39:55in the fact that... There's no disputing the phone's gone.
0:39:55 > 0:39:58There is a dispute in that O2 are saying, "Hang on a second,
0:39:58 > 0:40:02"you owe us nearly £600." They still believe you owe them that.
0:40:02 > 0:40:07In fact, as far as I'm concerned, O2 owe us 53 quid, for the payments
0:40:07 > 0:40:09we made on the contract we have since rescinded.
0:40:09 > 0:40:12We have had to go back to O2 and say, "Hang on a second."
0:40:12 > 0:40:16We've hit them with all the facts, about the fact he didn't get
0:40:16 > 0:40:19his confirmation letter, it went to the wrong address.
0:40:19 > 0:40:20You had not signed for it.
0:40:20 > 0:40:24They did not roll over, but they have come back and we have now
0:40:24 > 0:40:27finally got a decision for you. What they are going to do,
0:40:27 > 0:40:30they are now going to wipe the slate 100% clean.
0:40:30 > 0:40:34- That's great. Wonderful. - It's all finished.
0:40:34 > 0:40:37The problem's out the way. They do say that is an extreme
0:40:37 > 0:40:40measure of goodwill.
0:40:40 > 0:40:43But there is still a grey area outstanding, isn't there?
0:40:43 > 0:40:47At the moment, his credit rating has got a mark against it, hasn't it?
0:40:47 > 0:40:51O2 are going to remove the mark they have made against your name.
0:40:51 > 0:40:54So, your credit rating is going to go back to where it was before
0:40:54 > 0:40:56this problem.
0:40:56 > 0:41:00- Excellent!- That's well good, eh? - Absolutely.
0:41:00 > 0:41:03- Are you going to have a little cry? - I might, after all this stress!
0:41:03 > 0:41:05Oh, come here and have a Dommy hug!
0:41:08 > 0:41:11Thank you so much. It's fantastic.
0:41:14 > 0:41:18After contacting O2, they had this to say...
0:41:50 > 0:41:53We also asked mobiles.co.uk to respond. They said...
0:42:10 > 0:42:13With regard to any breach of E-Commerce Regulations,
0:42:13 > 0:42:15they state their processes are...
0:42:32 > 0:42:35I think there is a message to be learned there
0:42:35 > 0:42:38when you saw the relief on Louise's face.
0:42:38 > 0:42:41Companies need to realise that when you've got a decent customer
0:42:41 > 0:42:44and they've got a problem you need to sort them out very quickly.
0:42:44 > 0:42:49She's had untold stress as a result of this and she didn't need it.
0:42:49 > 0:42:52Absolutely elated. I can't believe it.
0:42:52 > 0:42:58It's wonderful news. It has been such a long, long year
0:42:58 > 0:43:02and three months of worry, panic, feeling as if we're getting nowhere.
0:43:02 > 0:43:04I can't wait to get on with my life.
0:43:04 > 0:43:08It's been so long since it started. For it to all come to an end now,
0:43:08 > 0:43:10it's just such a great weight off my back.