0:00:02 > 0:00:05We asked you to tell us who has left you feeling ripped off.
0:00:05 > 0:00:09And you contacted us in your thousands, by post, e-mail,
0:00:09 > 0:00:12even stopping us on the streets.
0:00:12 > 0:00:14And the message could not be clearer.
0:00:14 > 0:00:18They're in it for what they can get, not to provide a service.
0:00:18 > 0:00:22I didn't sleep! It upset me so much that I didn't sleep.
0:00:22 > 0:00:25You told us, with money tighter than ever,
0:00:25 > 0:00:29you need to be sure that every pound you spend is worth it.
0:00:29 > 0:00:33How do I get my money back? Because I just think I'm entitled to it.
0:00:33 > 0:00:36So whether it's a deliberate rip-off,
0:00:36 > 0:00:39a simple mistake or a catch in the small print,
0:00:39 > 0:00:43we'll find out why you're out of pocket and what you can do about it.
0:00:43 > 0:00:47Keep asking the questions, go to the top if you have to.
0:00:47 > 0:00:49We do get results, that's the interesting thing.
0:00:49 > 0:00:52Your stories - your money.
0:00:52 > 0:00:53This is Rip-Off Britain.
0:00:55 > 0:00:58Hello and welcome to Rip-Off Britain.
0:00:58 > 0:01:00Today we'll be looking at situations where,
0:01:00 > 0:01:03let's not beat about the bush, you've been told something that
0:01:03 > 0:01:06was either misleading or it was simply untrue.
0:01:06 > 0:01:09Because often with the stories that you ask us to investigate,
0:01:09 > 0:01:13it can turn out that there was a small detail that you missed
0:01:13 > 0:01:16or maybe a bit of small print that you just didn't understand.
0:01:16 > 0:01:19But that is not the case with the stories that we've got
0:01:19 > 0:01:22coming up this time. In fact, it's almost worse than that.
0:01:22 > 0:01:26Promises made to get your business were not correct,
0:01:26 > 0:01:28sometimes deliberately, other times not.
0:01:28 > 0:01:30But as we'll see, it's not just
0:01:30 > 0:01:33fly-by-night companies that can bamboozle you with
0:01:33 > 0:01:36misleading promises. Even big names can be caught doing it.
0:01:37 > 0:01:40Coming up, the latest on some of the most memorable stories
0:01:40 > 0:01:42we've investigated before.
0:01:42 > 0:01:45We're after answers from a travel company that took
0:01:45 > 0:01:48thousands of pounds but gave nothing in return.
0:01:48 > 0:01:51You ask them for money, they send you money,
0:01:51 > 0:01:54and they don't ever get their tickets.
0:01:54 > 0:01:55Can you explain why?
0:01:58 > 0:02:02The modelling company caught on tape, lying to get new business.
0:02:02 > 0:02:06They were plugging directly into the heart of a parent who
0:02:06 > 0:02:09wants their child to be happy, succeed, get a job.
0:02:09 > 0:02:12They were cynically after my wallet.
0:02:12 > 0:02:17And a problem shared is a problem solved at our consumer advice shop.
0:02:18 > 0:02:21Sometimes you tell us about companies that aren't simply
0:02:21 > 0:02:26giving bad service - they don't seem to be providing any service at all.
0:02:26 > 0:02:30And here's one that appears to be a classic example of exactly that.
0:02:30 > 0:02:35Their website says that they offer creative travel solutions.
0:02:35 > 0:02:38But who would have guessed that creativity would mean
0:02:38 > 0:02:42that some customers have paid hundreds of pounds for cheap flights
0:02:42 > 0:02:46and then received absolutely nothing in return?
0:02:49 > 0:02:54I don't understand how people can do this to other people. Just...
0:02:54 > 0:02:56So, so angry.
0:02:56 > 0:02:59I told them, frankly, how do you sleep at night?
0:03:00 > 0:03:04If it wasn't against the law to go and shake them, I probably would.
0:03:05 > 0:03:08When we search the web for the best flight prices,
0:03:08 > 0:03:12we don't always look quite so carefully into the reputation of
0:03:12 > 0:03:13the companies that are offering them,
0:03:13 > 0:03:16and that can end up costing you dearly,
0:03:16 > 0:03:19as it has Dev and his fiancee, Shalu.
0:03:19 > 0:03:24They needed flights to Kenya after being invited to a wedding.
0:03:24 > 0:03:28A friend that I went to school with was getting married.
0:03:28 > 0:03:31And they chose Mombasa as the destination.
0:03:31 > 0:03:36Um... So we were delighted to go and delighted to be invited.
0:03:36 > 0:03:39For me, it was an unmissable event.
0:03:41 > 0:03:43Dev and Shalu were among dozens of friends
0:03:43 > 0:03:47and family who were invited to Kenya to celebrate the big day.
0:03:47 > 0:03:50And word very quickly spread about a website that seemed to be
0:03:50 > 0:03:53offering a really great deal to get them all there.
0:03:53 > 0:03:57It belonged to a company called Azzy Travel Limited,
0:03:57 > 0:04:00not to be confused with companies of a similar name.
0:04:00 > 0:04:03A lot of the wedding party had mentioned Azzy.
0:04:03 > 0:04:05We hadn't come across them before.
0:04:05 > 0:04:09It looked like a good travel website, their price was fairly decent.
0:04:09 > 0:04:11So we decided to book with them.
0:04:11 > 0:04:14Meanwhile, in Nottingham,
0:04:14 > 0:04:18Dr Narendra Sharma was after flights to the same wedding and also heard
0:04:18 > 0:04:22that there were low fares being advertised by Azzy Travel.
0:04:23 > 0:04:25I looked at the website.
0:04:25 > 0:04:29They looked quite impressive, they looked quite legitimate.
0:04:29 > 0:04:32So, Dr Sharma called them to book the flights.
0:04:32 > 0:04:35But unusually, they wouldn't let him pay by credit card.
0:04:36 > 0:04:41The only way we had to give them money was by transfer
0:04:41 > 0:04:45of money through my bank account, which I did on the same day.
0:04:45 > 0:04:50In London, Dev and Shalu were also surprised to be asked
0:04:50 > 0:04:53to pay by bank transfer and not with a card.
0:04:53 > 0:04:55It was a bit strange
0:04:55 > 0:04:58when they asked for the payment to be made by bank transfer.
0:04:58 > 0:05:03You know, question marks were raised but since there was such a big
0:05:03 > 0:05:08group doing it, you tend not to question these things.
0:05:10 > 0:05:13So, Shalu went ahead and transferred the money for two flights
0:05:13 > 0:05:18to Azzy Travel's bank account, just as Dr Sharma had done.
0:05:18 > 0:05:21But that didn't mean any of them got their tickets.
0:05:21 > 0:05:24They were told they would be sent via e-mail,
0:05:24 > 0:05:27but nothing showed up in their inbox.
0:05:27 > 0:05:33So, as time passed, with no sign of the tickets he'd paid £1,350 for,
0:05:33 > 0:05:37Dr Sharma chased Azzy Travel to see what was going on.
0:05:37 > 0:05:42They said, "Yes, your ticket will be issued on Monday."
0:05:43 > 0:05:47Monday came and went, with no tickets.
0:05:47 > 0:05:50So he rang Azzy Travel again, this time speaking to a manager.
0:05:50 > 0:05:55He said, "Sorry, there was a problem, the airline actually was
0:05:55 > 0:05:58"overbooked so we have to...
0:05:58 > 0:06:01"you have to find alternative dates."
0:06:01 > 0:06:04So, we agreed on an alternate date,
0:06:04 > 0:06:08with the understanding that the tickets would be issued to me the same day.
0:06:09 > 0:06:11But they weren't.
0:06:11 > 0:06:15And in London, Dev and Shalu were being led a very similar dance
0:06:15 > 0:06:18as they tried to get hold of their tickets.
0:06:18 > 0:06:20They said that our tickets would be issued
0:06:20 > 0:06:22and we just had to be patient.
0:06:22 > 0:06:25So we waited until the end of the week and nothing came.
0:06:25 > 0:06:26No e-mails.
0:06:26 > 0:06:30It got to a point where I was calling them two to three times a day.
0:06:30 > 0:06:32And nothing.
0:06:32 > 0:06:34And with the wedding getting closer,
0:06:34 > 0:06:39Dr Sharma had also had enough of Azzy Travel's constant reassurances
0:06:39 > 0:06:43that his tickets would soon be on their way. I said, "No.
0:06:43 > 0:06:44"I want the tickets now.
0:06:44 > 0:06:47"If you can't issue today, what is the hitch?
0:06:47 > 0:06:51"Cancel my tickets. And I want a full refund now."
0:06:51 > 0:06:54And he said, "Since the ticket can't be issued today,
0:06:54 > 0:06:56"your refund will be available soon."
0:06:56 > 0:06:59But - you guessed it - just like the tickets,
0:06:59 > 0:07:02that promised refund didn't arrive.
0:07:04 > 0:07:07So, faced with the prospect of missing the ceremony,
0:07:07 > 0:07:10both sets of wedding guests felt they had no alternative
0:07:10 > 0:07:13but to cough up the cash for a second time,
0:07:13 > 0:07:17and buy the tickets to Kenya from someone else.
0:07:17 > 0:07:22Ultimately, your good friend's wedding, we had to make
0:07:22 > 0:07:25the decision, do we go anyway, even if we don't get the money back?
0:07:25 > 0:07:29I rang KLM airline, and they gave me
0:07:29 > 0:07:32a ticket within five minutes, being paid on credit card.
0:07:32 > 0:07:36The wedding itself was the unforgettable experience
0:07:36 > 0:07:37they had hoped for.
0:07:37 > 0:07:40When we got there, for the one week,
0:07:40 > 0:07:44it was actually the one week where we forgot about the Azzy situation.
0:07:44 > 0:07:46We enjoyed the wedding.
0:07:46 > 0:07:48But when they got home, there was
0:07:48 > 0:07:50still no joy getting their promised refunds.
0:07:50 > 0:07:53Four times a week that I would call them
0:07:53 > 0:07:56and they would say, "Oh, your cheque has been put in the account.
0:07:56 > 0:07:58"Your cheque is being processed.
0:07:58 > 0:08:02"We're banking you a cheque today, the money should be in your account."
0:08:02 > 0:08:04They were lying through their teeth.
0:08:04 > 0:08:08Other members of the wedding party who experienced the same sort of
0:08:08 > 0:08:11problems with Azzy Travel did get them resolved
0:08:11 > 0:08:13after threatening legal action.
0:08:13 > 0:08:17But it seems the company has a track record for this kind of thing.
0:08:17 > 0:08:22A quick search online turns up plenty more customers who also claim
0:08:22 > 0:08:24that after they handed over cash,
0:08:24 > 0:08:28they got absolutely nothing in return.
0:08:28 > 0:08:32We wrote to Azzy Travel for an explanation, but they didn't
0:08:32 > 0:08:35respond to any of the letters or e-mails that we sent them.
0:08:35 > 0:08:38So we decided to phone the company and see if we could get
0:08:38 > 0:08:41an explanation as to why some customers have paid thousands
0:08:41 > 0:08:44of pounds for flights but never had their tickets.
0:08:46 > 0:08:49'Just a moment, please.' Thank you.
0:08:49 > 0:08:51But, over a number of fruitless calls,
0:08:51 > 0:08:55it soon became clear exactly what Dev, Dr Sharma
0:08:55 > 0:08:58and other unhappy Azzy Travel customers were up against.
0:08:58 > 0:09:02It's gone very quiet. Do you know when he might be free?
0:09:02 > 0:09:06That's right, yes, I'd like to speak with him now, please, if I may.
0:09:10 > 0:09:12Regarding Azzy Travel.
0:09:15 > 0:09:18We've had an awful lot of people get in touch with us
0:09:18 > 0:09:21who tell us that they try to book tickets through Azzy Travel,
0:09:21 > 0:09:24you ask them for money, they send you money,
0:09:24 > 0:09:27and they don't ever get their tickets.
0:09:27 > 0:09:28Can you explain why?
0:09:37 > 0:09:40We made more calls to Azzy Travel later,
0:09:40 > 0:09:43and eventually they did answer some of our questions,
0:09:43 > 0:09:47blaming problems on difficulties the company has been experiencing
0:09:47 > 0:09:50with the internet and one of its phone numbers.
0:09:50 > 0:09:54They also said though refunds are generally paid within a week,
0:09:54 > 0:09:56they sometimes take longer.
0:09:56 > 0:10:00But there's good news for Dev, Shalu and Dr Sharma.
0:10:00 > 0:10:04After we got involved, and after they had also looked into taking
0:10:04 > 0:10:06action through the Small Claims Court,
0:10:06 > 0:10:08their money was finally refunded.
0:10:08 > 0:10:12On top of that, when we passed on the names of other customers
0:10:12 > 0:10:16who hadn't had their tickets, they were given their money back too.
0:10:16 > 0:10:20Meanwhile, Dr Sharma is relieved to have got his money back at last.
0:10:20 > 0:10:24In future, he'll be wary of buying anything without
0:10:24 > 0:10:28the protection he'd get by paying with a credit card.
0:10:28 > 0:10:32I have strong advice for all my friends and colleagues, and public
0:10:32 > 0:10:38in general - never transfer money electronically for any purpose.
0:10:38 > 0:10:41Use your credit card or debit card.
0:10:41 > 0:10:45And use a travel agency which is well reputed,
0:10:45 > 0:10:48trusted or one that you have used before.
0:10:49 > 0:10:53Since we first featured the story, we have continued to hear
0:10:53 > 0:10:57from customers who say that they have been let down by Azzy Travel.
0:10:57 > 0:11:00They, too, say that they forked out for airline tickets that have
0:11:00 > 0:11:03failed to materialise, and they've been left out of pocket.
0:11:03 > 0:11:06And the company has not explained why that's the case.
0:11:10 > 0:11:14Next, three letters that have become a real financial hot potato
0:11:14 > 0:11:16over the last couple of years. PPI.
0:11:16 > 0:11:20I'm sure you know by now, it stands for payment protection insurance,
0:11:20 > 0:11:23a policy that turned out to have been mis-sold
0:11:23 > 0:11:25to millions of people right across the UK.
0:11:25 > 0:11:27And as a result,
0:11:27 > 0:11:30what seems like no end of companies have sprung up, offering to help
0:11:30 > 0:11:34you claim back money that you should never have paid in the first place.
0:11:34 > 0:11:37We have investigated some of those companies before.
0:11:37 > 0:11:40But I'm afraid they show no sign of going away.
0:11:40 > 0:11:43And that's despite the fact that most people don't even
0:11:43 > 0:11:44need their help anyway.
0:11:44 > 0:11:47You would be much better ignoring the middleman
0:11:47 > 0:11:51and claiming your money back yourself, something this next couple
0:11:51 > 0:11:53wishes they had known before they signed up.
0:11:56 > 0:12:00There are nearly 2,700 of them out there.
0:12:00 > 0:12:02With their ads everywhere.
0:12:02 > 0:12:06And they may even bombard you with texts and phone calls.
0:12:06 > 0:12:08We're talking about the companies promising that,
0:12:08 > 0:12:11in return for a fee, they'll get you back money
0:12:11 > 0:12:15they think you're owed in mis-sold payment protection insurance.
0:12:19 > 0:12:23Like many others, grandparents Anne and Michael Costello
0:12:23 > 0:12:26had no idea that they might be entitled to anything,
0:12:26 > 0:12:28until, that is, one of these companies suddenly called
0:12:28 > 0:12:30Anne right out of the blue.
0:12:30 > 0:12:34A company called Tucan Claims called me, saying they could get me
0:12:34 > 0:12:39PPI back from any credit cards or any loans that I've had
0:12:39 > 0:12:42over so many years.
0:12:42 > 0:12:45And they said they had already refunded
0:12:45 > 0:12:48lots of money for a lot of customers.
0:12:48 > 0:12:52I didn't know I had any PPI on any of my loans or credit cards,
0:12:52 > 0:12:54I wasn't aware at that time if I had any or not.
0:12:56 > 0:12:59Anne wasn't sure that she wanted to go ahead, but Tucan Claims
0:12:59 > 0:13:03reassured her they were registered with the Ministry of Justice
0:13:03 > 0:13:07and that recently they had got another customer £7,000 back.
0:13:07 > 0:13:12So she signed up, agreeing to pay Tucan Claims 10% of whatever
0:13:12 > 0:13:17they recovered on her behalf, and an upfront fee of £250,
0:13:17 > 0:13:21although she did wonder why that was exactly necessary.
0:13:21 > 0:13:24I thought that if they did the job right,
0:13:24 > 0:13:29if they were charging a 10% fee, that's the way of being paid.
0:13:29 > 0:13:32I didn't think they needed an upfront fee anyway.
0:13:33 > 0:13:37Tucan Claims told Anne that seven different companies could owe
0:13:37 > 0:13:39her money, but in order to access her records,
0:13:39 > 0:13:43she'd need to pay each of them £10, which she did,
0:13:43 > 0:13:46but it took over a year before Tucan sent her a confirmation letter
0:13:46 > 0:13:49to say that they had been successful with a claim.
0:13:49 > 0:13:52It stated that they were very happy to tell me that they
0:13:52 > 0:13:59had negotiated a refund of £802 from a credit card.
0:13:59 > 0:14:02Of course, I was really pleased because this was the first time
0:14:02 > 0:14:06any money looked as though it was coming back to me.
0:14:06 > 0:14:09It may have looked like the cash was on its way,
0:14:09 > 0:14:11but sadly it never materialised.
0:14:11 > 0:14:14So Anne rang the credit card company that was supposed to be making
0:14:14 > 0:14:19the refund to check why they hadn't sent the money on to Tucan,
0:14:19 > 0:14:22and what she was told next came as quite a shock.
0:14:22 > 0:14:25They had already sent the amount of money to Tucan Claims.
0:14:25 > 0:14:29Um... It went on the 12th of November.
0:14:29 > 0:14:32I got the letter on the 17th of November,
0:14:32 > 0:14:36and they cashed the cheque in the bank on the 23rd of November.
0:14:36 > 0:14:37So, that was it.
0:14:37 > 0:14:43My money had gone into Tucan Claims's bank. I've not seen it since.
0:14:43 > 0:14:47Although they had certainly received her money, Tucan Claims hadn't
0:14:47 > 0:14:51sent one penny of it to Anne. So what had they done with it?
0:14:51 > 0:14:55I was calling two or three times a week to try to chase up where
0:14:55 > 0:14:57this money was.
0:14:58 > 0:15:01Excuse after excuse. I never got an answer
0:15:01 > 0:15:03when the money was coming at all.
0:15:03 > 0:15:07Just couldn't get any ideas about the refund.
0:15:08 > 0:15:11So, Anne and her husband decided to do their own research
0:15:11 > 0:15:15into reclaiming payment protection insurance. And they soon discovered
0:15:15 > 0:15:19a website that they wished they had known about in the first place.
0:15:19 > 0:15:22It just said, "Download this information
0:15:22 > 0:15:24"and you can send off and find out yourself
0:15:24 > 0:15:28"if you've got PPI on any loans or any credit cards," which he did.
0:15:28 > 0:15:32It downloaded the form and we sent it off for a credit card
0:15:32 > 0:15:35of my husband's and, within five weeks of him
0:15:35 > 0:15:39sending off the information, he got a cheque back into the bank.
0:15:39 > 0:15:43So, while her husband Michael had got his PPI payments back
0:15:43 > 0:15:47without paying a middleman, Anne was left bitterly regretting ever
0:15:47 > 0:15:51agreeing to let Tucan Claims reclaim money on her behalf.
0:15:51 > 0:15:55I just feel totally disgusted with Tucan Claims, the company.
0:15:55 > 0:15:58They're just not a help to anybody. You don't need them.
0:15:58 > 0:16:04You can do everything yourself and I'm not happy at all about them.
0:16:04 > 0:16:05I'm absolutely...
0:16:07 > 0:16:08..fed up.
0:16:08 > 0:16:11Three months after Tucan Claims had cashed the cheque,
0:16:11 > 0:16:14Anne got in touch with them once again.
0:16:14 > 0:16:17On the advice of the Citizens Advice Bureau, she threatened them
0:16:17 > 0:16:21with court action if they didn't pay up within 28 days.
0:16:21 > 0:16:24I've not heard a single word from them. They're just not interested.
0:16:24 > 0:16:27I think they're not bothered.
0:16:27 > 0:16:31I think my money is in their bank, making lots of interest for them,
0:16:31 > 0:16:34and I think I'm just like a lot of other people,
0:16:34 > 0:16:37I don't know where the money has gone. I haven't got it.
0:16:37 > 0:16:41Anne isn't the only one unhappy with Tucan Claims.
0:16:41 > 0:16:42In April last year,
0:16:42 > 0:16:46the Ministry of Justice, which regulates companies like these,
0:16:46 > 0:16:50prohibited them from providing any further claims management activities.
0:16:50 > 0:16:53And that sort of action happens quite regularly.
0:16:53 > 0:16:57Since 2007, the Ministry of Justice has actively cancelled
0:16:57 > 0:17:01over 900 other companies who promised to reclaim
0:17:01 > 0:17:04mis-sold payment protection insurance.
0:17:04 > 0:17:07As for Tucan Claims, the company has now gone into liquidation,
0:17:07 > 0:17:10which perhaps explains why no-one from the company has
0:17:10 > 0:17:13responded to our calls, e-mails or letters.
0:17:13 > 0:17:17They were ordered to repay refunds to all customers,
0:17:17 > 0:17:19but Anne still hasn't got her money back.
0:17:19 > 0:17:22She can try to claim it back through Tucan's administrators,
0:17:22 > 0:17:24but so far she's had no luck.
0:17:24 > 0:17:27However, there is some light on the horizon for Anne.
0:17:27 > 0:17:29It's hoped that as of next year,
0:17:29 > 0:17:33she or indeed anyone else who has lost money through claims management
0:17:33 > 0:17:36companies will be able to take their case to the legal ombudsman,
0:17:36 > 0:17:40who will be able to ensure that compensation is given where appropriate.
0:17:40 > 0:17:43But for the time being, Anne has learned the hard way that
0:17:43 > 0:17:47if you want to reclaim your PPI, the best way to do it is to do it yourself.
0:17:49 > 0:17:51For more information on how to do that,
0:17:51 > 0:17:53you can always log on to our website.
0:17:59 > 0:18:03As Anne has discovered, you don't usually need one of these
0:18:03 > 0:18:06companies to help you reclaim any mis-sold PPI.
0:18:06 > 0:18:10It's usually pretty straightforward to do it yourself.
0:18:10 > 0:18:13Paul Lewis, from Radio 4's Money Box programme,
0:18:13 > 0:18:15is here to explain how.
0:18:15 > 0:18:18I never recommend going to any company that tries to get
0:18:18 > 0:18:21payment protection insurance compensation for you.
0:18:21 > 0:18:24First of all, there's no point - you can do it yourself.
0:18:24 > 0:18:28There's lots of help online. Which?, the consumer organisation,
0:18:28 > 0:18:31has a dedicated part of its website to help you,
0:18:31 > 0:18:33so does moneysavingexpert.com,
0:18:33 > 0:18:37so you can see if you are due compensation, and how to make
0:18:37 > 0:18:41the claim, and they both have template letters to fill in.
0:18:41 > 0:18:44I'm sure a lot of you are thinking, "I may not have the documents,
0:18:44 > 0:18:47"I don't know where I filed them, I probably threw them away."
0:18:47 > 0:18:48Don't worry.
0:18:48 > 0:18:52The firm that sold you the insurance will have to provide them for you.
0:18:52 > 0:18:54They will see if you were a customer,
0:18:54 > 0:18:58whether you were sold insurance, and the terms on which it was sold.
0:18:58 > 0:19:02Once you have sent that letter, the firm has eight weeks to reply.
0:19:02 > 0:19:05If it hasn't replied in eight weeks, or if it's sent you a reply
0:19:05 > 0:19:09you don't like, you can go to the Financial Ombudsman Service,
0:19:09 > 0:19:10which will arbitrate.
0:19:10 > 0:19:14What you have to get back is all the premiums you paid
0:19:14 > 0:19:17for the policy, right throughout its life,
0:19:17 > 0:19:20plus interest at 8% a year on those premiums.
0:19:20 > 0:19:23If the offer's any less than that, don't accept it -
0:19:23 > 0:19:27go to the ombudsman, because the ombudsman is there to arbitrate
0:19:27 > 0:19:31and the vast majority of people who go there get their money.
0:19:34 > 0:19:37These days, we live in what many people will think of
0:19:37 > 0:19:39as an age of celebrity and glamour.
0:19:39 > 0:19:42But you know, it's not just television talent shows that
0:19:42 > 0:19:44might encourage you to think
0:19:44 > 0:19:47that you too could have your moment in the spotlight.
0:19:47 > 0:19:50You often write to us about companies who, for a fee,
0:19:50 > 0:19:53will offer to get you modelling work.
0:19:53 > 0:19:57And after you've paid it, well, in the cases that we've heard about,
0:19:57 > 0:20:02the work that had sounded so likely to happen never quite comes off.
0:20:02 > 0:20:05So, if you've ever wondered exactly how people are persuaded
0:20:05 > 0:20:08to sign up to these companies, well,
0:20:08 > 0:20:11here's someone who recorded all the calls,
0:20:11 > 0:20:15meaning that we can tell which bits are true and which aren't.
0:20:20 > 0:20:21Like all mothers,
0:20:21 > 0:20:25Sam Hewitt from Lincoln thinks that her daughters are adorable.
0:20:25 > 0:20:29And she got such a positive reaction from friends to pictures
0:20:29 > 0:20:33that she had taken of her eldest daughter Sienna that she decided
0:20:33 > 0:20:38to send them off to some modelling companies that she found online.
0:20:38 > 0:20:41I contacted four different companies
0:20:41 > 0:20:44and I didn't really expect anything to happen, to be honest with you.
0:20:46 > 0:20:49But it did. She got a call from a company called Form Models,
0:20:49 > 0:20:53which started an expensive chain of events.
0:20:53 > 0:20:55They phoned up, just said who they were, that they
0:20:55 > 0:21:00had seen the picture of Sienna, how beautiful she was, she'll go
0:21:00 > 0:21:04really far in this career, so I just went weak at the knees at just that.
0:21:04 > 0:21:06Yay!
0:21:06 > 0:21:09Form Models said they needed Sam and Sienna to come to
0:21:09 > 0:21:14London for a test shoot, but there would be a payment involved.
0:21:14 > 0:21:18They were really keen to book her in - too keen, thinking back now -
0:21:18 > 0:21:22but said, "All we need is a £50 deposit to secure your booking.
0:21:22 > 0:21:24"And then as soon as you've turned up for the test shoot,
0:21:24 > 0:21:26"you will get your money back for that."
0:21:26 > 0:21:28They said that once she had gone for the test shoot,
0:21:28 > 0:21:31we would see how she was in front of the camera
0:21:31 > 0:21:34and if she was successful, we would get her work.
0:21:34 > 0:21:37She then started reeling off how much a week she could actually get.
0:21:37 > 0:21:42With stars in her eyes, Sam paid the money by credit card for Sienna
0:21:42 > 0:21:46and was also encouraged to sign up her younger daughter, Olivia.
0:21:46 > 0:21:50She then phoned her husband to tell him the good news.
0:21:50 > 0:21:54He said about the fake modelling agencies that were out there, so
0:21:54 > 0:21:58I started to freak out a little bit and looked into it a bit more
0:21:58 > 0:22:01and then found that they didn't have a very good write-up at all.
0:22:01 > 0:22:06Sam phoned Form Models two days later to cancel her shoot.
0:22:06 > 0:22:08I mentioned I thought that they were a modelling agency
0:22:08 > 0:22:11and she then said, "We never said we were a modelling agency.
0:22:11 > 0:22:14"That's just the way you thought we were."
0:22:14 > 0:22:15On closer inspection,
0:22:15 > 0:22:19the Form Models website says it is not a model agency
0:22:19 > 0:22:24but "a modelling platform", and that it doesn't provide work for models.
0:22:24 > 0:22:25After managing to cancel,
0:22:25 > 0:22:29Sam thought that all she had lost was a little pride.
0:22:29 > 0:22:32But when she got her next credit card statement,
0:22:32 > 0:22:35she realised she had lost an awful lot more.
0:22:35 > 0:22:40They'd charged £140 per child for cancelling the photoshoot
0:22:40 > 0:22:45and then £50 per child for the actual deposit that they'd kept.
0:22:45 > 0:22:48And that's a total of £380.
0:22:48 > 0:22:50I felt sick about it all.
0:22:50 > 0:22:53It was, like, £380 out the account for nothing.
0:22:53 > 0:22:56Despite phoning and e-mailing,
0:22:56 > 0:22:59Sam had no luck getting her money back from Form Models.
0:22:59 > 0:23:03Luckily for her, as she had paid on her credit card,
0:23:03 > 0:23:07she was able to claim it back through her credit card company.
0:23:07 > 0:23:11I feel really stupid about it all, to be honest with you, but then
0:23:11 > 0:23:15I'm a mother and I got lured in by her nice comments of the children.
0:23:16 > 0:23:18Sam was lucky.
0:23:18 > 0:23:21We've heard from other people who DID go through the photoshoots
0:23:21 > 0:23:24that were arranged by Form Models who said they were then
0:23:24 > 0:23:29talked into handing over hundreds of pounds to buy picture portfolios.
0:23:29 > 0:23:33In fact, that is NOT how proper model agencies do things,
0:23:33 > 0:23:36and nor would they normally ask for a deposit.
0:23:37 > 0:23:41Felix Dawes, from the Wirral, also contacted Form Models.
0:23:41 > 0:23:45He was looking for a way to earn a bit of extra cash during the summer.
0:23:45 > 0:23:48Originally, I looked on the internet for modelling firms,
0:23:48 > 0:23:50modelling agencies, and Form Models popped up at the top.
0:23:50 > 0:23:52One of the sponsored links.
0:23:52 > 0:23:56And four days later, the company gave him a call.
0:23:56 > 0:23:58When they first got in touch, they said
0:23:58 > 0:24:01I was perfect model material, exactly what they were looking for.
0:24:01 > 0:24:04Very flattering. I was really, really excited.
0:24:04 > 0:24:06At that point,
0:24:06 > 0:24:10the Form Models representative asked to speak to Felix's mother.
0:24:10 > 0:24:13I had just come home from work, staggered in through the front door,
0:24:13 > 0:24:16and Felix came running to me with this bloke on the phone
0:24:16 > 0:24:20and said, "Mum, Mum, there's a model agency on the phone.
0:24:20 > 0:24:23"They want me to go down for a test shoot."
0:24:23 > 0:24:26'And I spoke to him and it was this incredibly excited bloke,
0:24:26 > 0:24:28'effusive, saying how wonderful my son was.'
0:24:28 > 0:24:32He had "boy band looks" and he was "really gorgeous".
0:24:32 > 0:24:35'And I felt my stomach start to contract, thinking,
0:24:35 > 0:24:38'"Wow, I've got a gorgeous child!"'
0:24:38 > 0:24:41And you don't... You know your own child is gorgeous to you,
0:24:41 > 0:24:43but you never think that professionals might be
0:24:43 > 0:24:46ringing you up and asking your child to come and work for them.
0:24:46 > 0:24:51But this time, Form Models had made the wrong call.
0:24:51 > 0:24:53Felix's mum is a BBC journalist.
0:24:53 > 0:24:58So she grabbed her Dictaphone and recorded the conversation.
0:24:58 > 0:25:00I knew this couldn't be real,
0:25:00 > 0:25:02and that's when I grabbed my tape recorder.
0:25:02 > 0:25:05They were so positive about how wonderful this was, how
0:25:05 > 0:25:09important it was that we rushed to do this and grab this opportunity.
0:25:09 > 0:25:13And the fact they wanted me involved as well made me very suspicious.
0:25:13 > 0:25:18The parent side of me really wanted this to be real.
0:25:18 > 0:25:21The journalist side of me knew it couldn't possibly be.
0:25:22 > 0:25:25We've listened to the whole call,
0:25:25 > 0:25:28and there are several bits that are nonsense.
0:25:28 > 0:25:29Like this, for starters.
0:25:39 > 0:25:43It wouldn't be illegal to photograph Felix without his mum.
0:25:43 > 0:25:47So, why would they be so insistent that she was there?
0:25:47 > 0:25:48Could it be perhaps
0:25:48 > 0:25:53because she'd be more likely to have the money to buy the pictures?
0:25:53 > 0:25:58It was quite clear that what he was really after was MY credit card.
0:25:58 > 0:26:00Because my son doesn't have a credit card
0:26:00 > 0:26:03and doesn't have any money, he was flattering me
0:26:03 > 0:26:08about my gorgeous child in order to get ME to allow this all to happen.
0:26:19 > 0:26:21So, in other words, you were being pressured
0:26:21 > 0:26:23and forced into making a decision very, very quickly.
0:26:23 > 0:26:27"If you don't make the decision now, if you don't buy the portfolio now,
0:26:27 > 0:26:32"we'll kill the pictures, we delete them for copyright reasons."
0:26:32 > 0:26:34Copyright reasons? Come off it!
0:26:34 > 0:26:38It's made clear several times during the call that Felix's test shoot
0:26:38 > 0:26:41wouldn't guarantee him work.
0:26:41 > 0:26:44But the overall impression is that he stands a good
0:26:44 > 0:26:48chance of getting it, especially because of claims like this one.
0:26:57 > 0:27:00That's NOT true.
0:27:00 > 0:27:03We checked with both high street names and they told us they'd
0:27:03 > 0:27:07never use this company and certainly didn't have any work with them now.
0:27:07 > 0:27:10So, at the time we first featured this story, we asked Form Models
0:27:10 > 0:27:15about what we had heard on the call and the way they do business.
0:27:15 > 0:27:19They reiterated they're not an agency but a "modelling platform".
0:27:19 > 0:27:22And they say that means they work alongside models to help them
0:27:22 > 0:27:23get casting opportunities
0:27:23 > 0:27:28and contacts without charging any commission or admin fee.
0:27:28 > 0:27:31They accept they have not helped models to get work with
0:27:31 > 0:27:33River Island or H&M.
0:27:33 > 0:27:37They didn't say why Felix and his mum were told otherwise, but they did
0:27:37 > 0:27:41send us the name of other companies for which they have provided models,
0:27:41 > 0:27:44although, when we contacted these companies, some of them
0:27:44 > 0:27:48said they had also never worked with Form Models.
0:27:48 > 0:27:52Form Models say it is clearly stated on their website that models
0:27:52 > 0:27:56under 22 need to be accompanied by a parent at their photoshoots.
0:27:56 > 0:27:58That is so that they can...
0:28:03 > 0:28:07And to stop them ordering photos out of their price range...
0:28:12 > 0:28:15They stress that at these test shoots, they offer many
0:28:15 > 0:28:20different types of portfolio, starting with single images at £50,
0:28:20 > 0:28:24and there is no obligation or minimum purchase.
0:28:26 > 0:28:29Meanwhile, Felix and his mum are glad they did not sign up with
0:28:29 > 0:28:32Form Models, but they can understand why others have.
0:28:32 > 0:28:36They take people's hopes up, people who might not have much
0:28:36 > 0:28:38and want to, you know, get out there,
0:28:38 > 0:28:41get out in the world, be the people on the poster boards.
0:28:41 > 0:28:45'They were plugging directly into the heart of a parent who
0:28:45 > 0:28:47'wants their child to be happy, succeed, get a job.'
0:28:47 > 0:28:51They were cynically after my wallet.
0:28:51 > 0:28:54Since we featured this story, Trading Standards have told us
0:28:54 > 0:28:58they continued to receive dozens of complaints about the company
0:28:58 > 0:29:03until, in February of this year, Form Models stopped trading.
0:29:03 > 0:29:05But there are plenty of other modelling companies that
0:29:05 > 0:29:07won't deliver what they promise.
0:29:07 > 0:29:11You'll find more advice on what to watch out for on our website,
0:29:11 > 0:29:14bbc.co.uk/ripoffbritain.
0:29:18 > 0:29:21Still to come on Rip-Off Britain, the fraudulent mobile phone
0:29:21 > 0:29:24apps that are secretly stealing your money.
0:29:24 > 0:29:27It was pretty clear that I wasn't the only person in the country to
0:29:27 > 0:29:30have suspicious text messages on their mobile phone.
0:29:34 > 0:29:35For one weekend only,
0:29:35 > 0:29:39we've set up our very own one-stop consumer advice shop.
0:29:39 > 0:29:41Inside, our team of experts is ready
0:29:41 > 0:29:45and waiting to offer practical advice on your consumer issues.
0:29:45 > 0:29:47The solicitors' fees came to £800.
0:29:47 > 0:29:51Flight's still here, we're here, you can't have your money back.
0:29:51 > 0:29:55So, have you paid him at all for what he did? Just under £1,000.
0:29:55 > 0:29:58'Sarah has been telling Trading Standards expert Sylvia Rook
0:29:58 > 0:30:03'how she feels well and truly misled after buying her son Ross what
0:30:03 > 0:30:06'she thought was a great value birthday treat.'
0:30:06 > 0:30:11We have recently purchased a paintballing experience day out for
0:30:11 > 0:30:16ten people, and I said to the salesman, "That seems very cheap."
0:30:16 > 0:30:21It was £60 for ten people, and I said, "There must be more to pay."
0:30:21 > 0:30:23He said, "No, it's a one-off special offer."
0:30:23 > 0:30:27Having got the pack home and read it properly,
0:30:27 > 0:30:31we've realised that the price we actually paid for the product
0:30:31 > 0:30:34is nowhere near the price we will actually have to pay on the day.
0:30:34 > 0:30:37It is going to cost approximately £300 more to use.
0:30:37 > 0:30:40The situation is slightly difficult
0:30:40 > 0:30:42because of the fact that your husband signed a contract.
0:30:42 > 0:30:46I would always say, never sign something unless you've read it.
0:30:46 > 0:30:48Even if you're being put under pressure,
0:30:48 > 0:30:50spend time reading the small print.
0:30:50 > 0:30:52Having said that...
0:30:52 > 0:30:55if you were induced into entering a contract through misrepresentation
0:30:55 > 0:30:58and had you known all the facts you would not have signed up,
0:30:58 > 0:31:01then that puts you in a very strong position.
0:31:01 > 0:31:05And it seems Sarah isn't the only person in the area to feel
0:31:05 > 0:31:07ripped off after buying a paintball package.
0:31:07 > 0:31:10Gillian fell for the same package.
0:31:10 > 0:31:16So you thought you were paying 59.99 for a full day for ten people?
0:31:16 > 0:31:21Yeah. But when I went to book up, they had said it was 9.99 per person.
0:31:21 > 0:31:24I think what you need to do is you need to write to the company
0:31:24 > 0:31:27and say you were completely misled when you entered into the contract,
0:31:27 > 0:31:31and had they been honest with you, you would never have signed up for that contract.
0:31:31 > 0:31:32Have you paid on credit card? I did, yeah.
0:31:32 > 0:31:34When you pay on credit card,
0:31:34 > 0:31:36you're also covered by the Consumer Credit Act.
0:31:36 > 0:31:40So if the trader won't give you a refund, you can make a claim against the credit card company.
0:31:40 > 0:31:44Good. I think it's very important you also speak to Trading Standards,
0:31:44 > 0:31:47because Trading Standards can look and see if the company
0:31:47 > 0:31:50are deliberately misleading consumers and they can take action
0:31:50 > 0:31:52against the company in relation to the way in which they trade.
0:31:52 > 0:31:56I hope you manage to find somewhere you can celebrate your birthday soon.
0:31:56 > 0:31:58Thank you very much for coming. Thanks. Thank you.
0:31:58 > 0:32:02'Travel expert Simon Calder has been listening to your holiday nightmares,
0:32:02 > 0:32:05'and there's something bugging our next consumer, Carol,
0:32:05 > 0:32:08'after her family holiday to Turkey.'
0:32:08 > 0:32:12There was these black insects all over the headboard
0:32:12 > 0:32:14and all over my husband's pillow.
0:32:14 > 0:32:16We spoke to the hotel reception the next morning,
0:32:16 > 0:32:19showed them the insects, and she said, "Yes, the bedbugs."
0:32:19 > 0:32:23We expressed our disappointment. Since we've arrived home,
0:32:23 > 0:32:27I have sent two e-mails back to the hotel saying that, you know, it was
0:32:27 > 0:32:32a bit disappointing and would we be able to be recompensed in any way?
0:32:32 > 0:32:36And what did they say? I've never had a reply from the e-mail.
0:32:36 > 0:32:40Simon, I know you're itching to sort this out,
0:32:40 > 0:32:43but that is horrific, isn't it? Well, yeah.
0:32:43 > 0:32:46I mean, this hotel wasn't, dare I say it, up to scratch.
0:32:46 > 0:32:50However, the hotel is in Turkey, it's outside the EU,
0:32:50 > 0:32:55so a lot of the consumer rights that you would normally get do not apply.
0:32:56 > 0:32:59If you had applied... If you'd bought the holiday
0:32:59 > 0:33:01from a tour operator, you might be a bit luckier.
0:33:01 > 0:33:04It is unsettling, but I'm afraid it's one of those things
0:33:04 > 0:33:07where there is no legal recourse for being unsettled.
0:33:07 > 0:33:10I'm afraid I can't see any way through this.
0:33:10 > 0:33:13It is a horrible story,
0:33:13 > 0:33:16and I'm really sorry you have all had to go through it. How awful!
0:33:17 > 0:33:20We've been meeting consumers face-to-face
0:33:20 > 0:33:23and hearing about their concerns all weekend.
0:33:23 > 0:33:26I've been a victim of card fraud. Oh!
0:33:26 > 0:33:29Come with me. Let's go for it. I know. I won't lead you astray, I tell you.
0:33:29 > 0:33:31So nice meeting you.
0:33:35 > 0:33:37Sometimes, when you feel ripped off,
0:33:37 > 0:33:40it could be YOU that's made a mistake.
0:33:40 > 0:33:42Perhaps you didn't read the small print or realise
0:33:42 > 0:33:45the consequences of what you signed up to.
0:33:45 > 0:33:48Well, whoever is at fault, when things go wrong,
0:33:48 > 0:33:50you need to know what to do about it.
0:33:50 > 0:33:53So we've put together a booklet of tips and advice.
0:33:53 > 0:33:56Now, you can find a link to the free guide on our website...
0:34:01 > 0:34:02Or, to receive a copy in the post,
0:34:02 > 0:34:06send a stamped, self-addressed A5 envelope to the address which
0:34:06 > 0:34:08we'll give you right at the end of the programme.
0:34:12 > 0:34:15And now something that millions of people in the UK would say
0:34:15 > 0:34:18has revolutionised their lives.
0:34:18 > 0:34:23Over half of adults now own a smartphone of some sort -
0:34:23 > 0:34:27hi-tech gadgets that don't just make calls, they'll book your holiday,
0:34:27 > 0:34:31operate your TV, they'll even take money out of the cashpoint for you.
0:34:31 > 0:34:34So it surely can't be too long before someone finds a way
0:34:34 > 0:34:36to get them to make you a cup of tea.
0:34:36 > 0:34:40But beware, because wherever there's a clever new technology,
0:34:40 > 0:34:44there's someone equally clever thinking of ways that they
0:34:44 > 0:34:47can use it to trick you out of your cash.
0:34:51 > 0:34:54They're designed to make life easier,
0:34:54 > 0:34:58so is it any wonder that we love them so much?
0:34:58 > 0:35:01I'm so reliant on my smartphone
0:35:01 > 0:35:04and couldn't imagine my life without it.
0:35:04 > 0:35:06The thing I like most is how it has so many different ways
0:35:06 > 0:35:08of connecting with other people.
0:35:08 > 0:35:12It's a minicomputer, so I can just carry it around wherever I want.
0:35:12 > 0:35:15And what smartphone owners love most of all
0:35:15 > 0:35:17is the apps -
0:35:17 > 0:35:20software applications that you can download to do,
0:35:20 > 0:35:22well, just about anything.
0:35:22 > 0:35:24There are apps to tell you
0:35:24 > 0:35:26when to get on the next bus and games to play
0:35:26 > 0:35:28when you're on it - all at the swipe of a finger.
0:35:28 > 0:35:32The cinema app on my phone's great. I can check what time films are on at
0:35:32 > 0:35:34and what cinema I can go to.
0:35:34 > 0:35:36When it comes to games on the phone,
0:35:36 > 0:35:39I've got Cut The Rope and Angry Birds, which a lot of people have.
0:35:39 > 0:35:42Indeed, they have.
0:35:42 > 0:35:47The Angry Birds game has been downloaded 1.7 billion times.
0:35:47 > 0:35:49Even David Cameron says he's a fan.
0:35:49 > 0:35:52I downloaded it and my children got interested in it
0:35:52 > 0:35:53and it is quite addictive.
0:35:53 > 0:35:57An app like Angry Birds might typically cost around 69p,
0:35:57 > 0:36:02but with so many people buying them, this is big business -
0:36:02 > 0:36:05a fact that hasn't gone unnoticed by fraudsters.
0:36:05 > 0:36:08They are now creating rogue smartphone apps,
0:36:08 > 0:36:12copying the original games and designed to steal money from you
0:36:12 > 0:36:14without you realising it,
0:36:14 > 0:36:16as John Gladstone discovered. What they've spotted
0:36:16 > 0:36:19is that the phone itself is actually
0:36:19 > 0:36:21a direct link to people's bank accounts.
0:36:21 > 0:36:26They can charge you and they can get to your money, through your phone.
0:36:30 > 0:36:35John is an engineer from Southampton and loves gadgets. I like my toys.
0:36:35 > 0:36:37I like to play with things, fiddle with new technologies.
0:36:37 > 0:36:41When John got his very first smartphone, he couldn't wait to
0:36:41 > 0:36:44start downloading his apps. I was very excited,
0:36:44 > 0:36:49started to download lots and lots of applications
0:36:49 > 0:36:53and, before I knew where I was, I'd already filled the phone memory up.
0:36:53 > 0:36:56The shiny new phone was an Android handset,
0:36:56 > 0:36:58developed by online giant Google.
0:36:58 > 0:37:02They also run the site for downloading Android apps,
0:37:02 > 0:37:03Google Play.
0:37:03 > 0:37:06I found a website recommended - Top Ten Apps.
0:37:06 > 0:37:10I downloaded the prerequisite Angry Birds and other apps
0:37:10 > 0:37:13that pretty much everyone has had on their phone at some point.
0:37:13 > 0:37:17A lot of them were free and so I thought, "Why not? If it's free,
0:37:17 > 0:37:21"then what's the harm?" John had no reason to worry about anything
0:37:21 > 0:37:24that he'd downloaded, but he did notice that, when he tried
0:37:24 > 0:37:28to use the apps, some of them wouldn't work properly.
0:37:28 > 0:37:30A few of them maybe didn't open properly.
0:37:30 > 0:37:33The screen went black, the phone crashed.
0:37:33 > 0:37:37Because they'd been free, John didn't worry too much about the apps
0:37:37 > 0:37:39that weren't working.
0:37:39 > 0:37:41Or, at least, he didn't until a few weeks later,
0:37:41 > 0:37:45when his phone bill arrived, with some unexpected costs.
0:37:45 > 0:37:47I was quite shocked that I had £15 worth
0:37:47 > 0:37:50of text messages. My normal phone bill is only £5 a month,
0:37:50 > 0:37:52so I knew something was wrong.
0:37:52 > 0:37:55John contacted his phone company, who explained that
0:37:55 > 0:38:00the £15 was down to three premium-rate text messages,
0:38:00 > 0:38:05which had cost £5 each. John was baffled.
0:38:05 > 0:38:08I had never sent, nor do I ever intend to send,
0:38:08 > 0:38:11a premium-rate text message. I've got far better things
0:38:11 > 0:38:16to spend my money on than spending £5 on a message like that.
0:38:16 > 0:38:20Though John insisted he hadn't sent them, his phone company
0:38:20 > 0:38:23was adamant that the messages had come from his phone.
0:38:23 > 0:38:27They recommended that he contact PhonepayPlus,
0:38:27 > 0:38:30the body that regulates the UK's premium-rate services.
0:38:30 > 0:38:33When I spoke to PhonepayPlus, it was pretty clear that I wasn't
0:38:33 > 0:38:36the only person in the country to have the same
0:38:36 > 0:38:40suspicious text messages on their...on their mobile phone.
0:38:40 > 0:38:43In fact, they were already looking into
0:38:43 > 0:38:4734 similar complaints from people who had been charged for messages
0:38:47 > 0:38:51that they knew nothing about. It turns out there had been something
0:38:51 > 0:38:56very sneaky lurking inside a few of those apps that John downloaded.
0:38:56 > 0:38:59Nitin Lanchani was involved in the investigation.
0:38:59 > 0:39:01Malicious applications
0:39:01 > 0:39:04were uploaded to the official Android marketplace
0:39:04 > 0:39:06and they were made
0:39:06 > 0:39:11to look like free games, which otherwise you would need to pay for -
0:39:11 > 0:39:15popular games, such as Angry Birds, Assassin's Creed, Cut The Rope.
0:39:15 > 0:39:19By hooking up a computer to a phone, he can demonstrate exactly
0:39:19 > 0:39:23what happened to John and hundreds of others around the world
0:39:23 > 0:39:25who downloaded those free games.
0:39:25 > 0:39:29It's going to shed light on any background processes which the user
0:39:29 > 0:39:30doesn't normally see.
0:39:30 > 0:39:33When the apps are installed, the phone is blank,
0:39:33 > 0:39:37as if nothing is going on, but the computer screen shows that,
0:39:37 > 0:39:41hidden away in the background, is all sorts of secret activity.
0:39:41 > 0:39:44Nitin can work out what that means.
0:39:44 > 0:39:49We grab that and we can decode that. It states you have been billed £5
0:39:49 > 0:39:52for this message. So if we have a look at the phone itself
0:39:52 > 0:39:54and go to the inbox...
0:39:54 > 0:39:58none of that activity can be seen.
0:39:58 > 0:40:02So these fake versions of games like Angry Birds had caused a lot
0:40:02 > 0:40:06of angry customers, including John. It's not clear exactly which of
0:40:06 > 0:40:11the apps he'd downloaded was the culprit, but whichever it was,
0:40:11 > 0:40:16when he thought it had simply crashed, it had secretly
0:40:16 > 0:40:20been triggering those premium-rate texts - and racking up charges
0:40:20 > 0:40:21to his bill.
0:40:21 > 0:40:24It looks like a clever scam...
0:40:24 > 0:40:26but not clever enough.
0:40:26 > 0:40:29PhonepayPlus were able to take action and stop it,
0:40:29 > 0:40:34but only after whoever was responsible had earned themselves
0:40:34 > 0:40:39tens of thousands of pounds. And although this smartphone scam
0:40:39 > 0:40:41has been foiled, more are sure to follow,
0:40:41 > 0:40:45as PhonepayPlus chief executive Paul Whiteing explains.
0:40:45 > 0:40:48As more people are getting smartphones, which are computers
0:40:48 > 0:40:50of a form, then the risk
0:40:50 > 0:40:53of this malicious type of activity is growing.
0:40:53 > 0:40:55We expect it to grow further
0:40:55 > 0:40:57and consumers will need to be aware of this problem
0:40:57 > 0:40:59and take action to watch out for it.
0:40:59 > 0:41:01So, John is going to be
0:41:01 > 0:41:05keeping a close eye on his smartphone in the future.
0:41:05 > 0:41:07Certainly, these days, I'm a little more cautious
0:41:07 > 0:41:11before pushing the button to download the app that I'm really sure
0:41:11 > 0:41:15I know what I'm downloading and I'm confident that it's not
0:41:15 > 0:41:16anything malicious.
0:41:20 > 0:41:24Here at Rip-Off Britain, we're always ready to investigate
0:41:24 > 0:41:25more of your stories.
0:41:27 > 0:41:36You can write to us at...
0:41:37 > 0:41:43Or send us an e-mail, to...
0:41:43 > 0:41:48The Rip-Off team is ready and waiting to investigate YOUR stories.
0:41:50 > 0:41:54I think it's fair to say that very few companies deliberately set out
0:41:54 > 0:41:58to mislead, but on the whole, we're a trusting lot and,
0:41:58 > 0:42:02not unreasonably, most of us do tend to believe what we're told,
0:42:02 > 0:42:06whether it's in an advertisement or because we hear it on the phone.
0:42:06 > 0:42:09In the end, the priority for even the most honest company
0:42:09 > 0:42:13is trying to get your custom, so before you agree to anything,
0:42:13 > 0:42:14let alone handing over money,
0:42:14 > 0:42:18make sure you have time to see if it's all as it seems.
0:42:18 > 0:42:21Couldn't agree more. I think the best advice is,
0:42:21 > 0:42:23don't take anything at face value,
0:42:23 > 0:42:27especially if somebody's trying to get you to make a decision
0:42:27 > 0:42:31in a hurry or, indeed, if they've contacted you right out of the blue.
0:42:31 > 0:42:34With that advice, that's where we've got to leave it for today.
0:42:34 > 0:42:38Thanks for being with us and, hopefully, we'll see you again soon.
0:42:38 > 0:42:40Until then, from us, bye-bye. Bye. Bye.
0:43:01 > 0:43:04Subtitles by Red Bee Media Ltd