0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off.
0:00:06 > 0:00:11And you contacted us in your thousands, by post, e-mail,
0:00:11 > 0:00:13even stopping us on the street.
0:00:13 > 0:00:15And the message could not be clearer.
0:00:16 > 0:00:20There's too much focus on profit and less on, like, customer care.
0:00:20 > 0:00:24It's so hard to complain. Companies make it so difficult to complain.
0:00:24 > 0:00:26You told us, with money tighter than ever,
0:00:26 > 0:00:29you need to be sure that every pound counts.
0:00:29 > 0:00:31All my money is very hard-earned.
0:00:31 > 0:00:34So when I go to spend it, I expect value for money.
0:00:34 > 0:00:37So whether it's a deliberate rip off, a simple mistake,
0:00:37 > 0:00:39or 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 > 0:00:47Your stories, your money. This is Rip-Off Britain.
0:00:49 > 0:00:52Hello, and I'm glad you could join us on Rip-Off Britain today,
0:00:52 > 0:00:54because we're going to be telling you everything
0:00:54 > 0:00:57you need to know about the latest scams.
0:00:57 > 0:01:00What they are, how they work, and most importantly,
0:01:00 > 0:01:02how you can avoid being taken in by them.
0:01:02 > 0:01:06Well, I'm sure you know that scams come in many shapes and sizes.
0:01:06 > 0:01:08Sometimes they're presented as an opportunity -
0:01:08 > 0:01:10perhaps even one that the people behind the scam
0:01:10 > 0:01:13think might actually pay off. But other times,
0:01:13 > 0:01:15you'll be targeted in a way that makes it sound like
0:01:15 > 0:01:18they're protecting you from the fraudsters
0:01:18 > 0:01:20when, of course, exactly the opposite is true.
0:01:20 > 0:01:23However they're dressed up, what all scams have in common
0:01:23 > 0:01:27is that they're designed quite simply to relieve you of your cash.
0:01:27 > 0:01:30So, by the end of the programme, you'll be a lot better prepared
0:01:30 > 0:01:35to make sure that the next money any of them get hold of isn't from you.
0:01:35 > 0:01:39On today's programme, how this woman handed over nearly £7,000
0:01:39 > 0:01:42to fraudsters who convinced her they were from her bank...
0:01:42 > 0:01:44My daughter said my face was whiter than my hair
0:01:44 > 0:01:47when I came out of the bank.
0:01:47 > 0:01:50An online scam targeting users at one of the best-known
0:01:50 > 0:01:51shopping sites around...
0:01:51 > 0:01:53It makes you really angry.
0:01:53 > 0:01:56You know, these people can just sit at home
0:01:56 > 0:01:58and just take money from you that you've saved for years.
0:01:58 > 0:02:01You know, and one click of a button and it's gone.
0:02:01 > 0:02:06And scam-busting advice from the experts at our pop-up shop.
0:02:06 > 0:02:09Now, it's a very sad fact of life that there will always be people
0:02:09 > 0:02:13who'll do whatever they can to con you out of your hard-earned cash.
0:02:13 > 0:02:16And they're finding even more elaborate ways of doing it these days.
0:02:16 > 0:02:18Perhaps unsurprisingly,
0:02:18 > 0:02:21it's bank accounts that are particularly targeted,
0:02:21 > 0:02:23with billions of pounds lost each year to fraudsters
0:02:23 > 0:02:26who've managed to get their hands on somebody else's money.
0:02:26 > 0:02:29Now, to do it, they're using a scam that we're hearing
0:02:29 > 0:02:31more and more examples of in the programme.
0:02:31 > 0:02:35And next time, they could very easily be targeting you.
0:02:35 > 0:02:37But don't worry, because we're going to tell you everything
0:02:37 > 0:02:40you need to know as to how to avoid being taken in.
0:02:43 > 0:02:45The phone rings...
0:02:45 > 0:02:48- Hello? - 'Hello. I'm calling from Visa...'
0:02:48 > 0:02:51..the caller says they're from your bank card provider
0:02:51 > 0:02:54and there's been suspicious activity on your account.
0:02:54 > 0:02:56He reassures you that they're dealing with it.
0:02:56 > 0:02:58He just needs a few details
0:02:58 > 0:03:00to make sure that you are the account holder.
0:03:02 > 0:03:05The caller is a fraudster, creating an elaborate scam
0:03:05 > 0:03:09to try and trick you into handing over your financial details.
0:03:09 > 0:03:12Now, of course, we've investigated scams like this in the past
0:03:12 > 0:03:13but, as you might imagine,
0:03:13 > 0:03:17criminals like these are always developing and expanding tactics
0:03:17 > 0:03:21to try and find new ways of getting hold of your money.
0:03:21 > 0:03:25Here's a scenario that all sounds very plausible, all very believable.
0:03:25 > 0:03:28But in fact, from beginning to end, it's a pack of lies.
0:03:30 > 0:03:33Hilary Jeffrey received one of these calls earlier this year.
0:03:33 > 0:03:36Whoever was calling wasn't from her bank at all,
0:03:36 > 0:03:38but an audacious fraudster.
0:03:39 > 0:03:42They phoned up and said they were phoning from Visa
0:03:42 > 0:03:45because there'd been some unusual activity on my card.
0:03:45 > 0:03:50There'd been five items taken from my account online.
0:03:50 > 0:03:53Now, she was suspicious of the caller, but felt reassured
0:03:53 > 0:03:55when she was told to hang up
0:03:55 > 0:03:57and call the number on the back of her card
0:03:57 > 0:04:00to be sure that she was speaking to her bank.
0:04:00 > 0:04:01So that's what she did.
0:04:01 > 0:04:04But the person on the other end of the phone had not hung up
0:04:04 > 0:04:07when that first conversation had ended.
0:04:07 > 0:04:08Unknown to Hilary,
0:04:08 > 0:04:11this meant the call connection was automatically kept open.
0:04:11 > 0:04:13Hilary thought she was calling her bank,
0:04:13 > 0:04:16but in fact she was still on the line to the fraudster.
0:04:16 > 0:04:19I'm not sure I heard a dialling tone, I'll be quite honest.
0:04:19 > 0:04:22I heard a ring tone, certainly. And then the phone was answered.
0:04:22 > 0:04:25So even at that stage, you thought it was going through.
0:04:25 > 0:04:27I thought it was going straight through to the bank, yes.
0:04:27 > 0:04:29The fraudster was still there,
0:04:29 > 0:04:32waiting to put the next stage of the scam into action -
0:04:32 > 0:04:34passing the phone over to an accomplice,
0:04:34 > 0:04:36pretending to be from her bank.
0:04:36 > 0:04:38I've just had a phone call from Visa,
0:04:38 > 0:04:42saying there's been some unusual activity on my card.
0:04:42 > 0:04:45Hilary was told that they had set up a new safe account for her,
0:04:45 > 0:04:48and that she had to transfer her balance across.
0:04:48 > 0:04:49They then took me
0:04:49 > 0:04:54through the process of moving my money into a new account,
0:04:54 > 0:04:57which I corroborated with my card reader.
0:04:57 > 0:05:01And they said a new credit card would be with me within a week
0:05:01 > 0:05:04and we signed off.
0:05:05 > 0:05:08They then sent me a text on my mobile,
0:05:08 > 0:05:11informing me that a new account had been set up in my name.
0:05:13 > 0:05:15It all seemed completely above board.
0:05:15 > 0:05:19But Hilary was the victim of a well-executed fraud.
0:05:19 > 0:05:21So as far as you were concerned...
0:05:21 > 0:05:23As far as I was concerned, it was just normal.
0:05:23 > 0:05:24They were taking precautions
0:05:24 > 0:05:26so that nobody could get at that account again.
0:05:26 > 0:05:29So how much, then, did you transfer out of your account?
0:05:29 > 0:05:34Well, they took the total amount I had, including my overdraft limit.
0:05:34 > 0:05:38And it was £6,774.15.
0:05:38 > 0:05:40And to further deceive her, shortly afterwards,
0:05:40 > 0:05:43the fraudster rang back, saying an appointment had been booked
0:05:43 > 0:05:47to discuss the situation the next day at her local branch of the bank.
0:05:47 > 0:05:49I walked into the bank and I said to the girl there,
0:05:49 > 0:05:53"I've got an appointment at one o'clock with Laura." And she looked
0:05:53 > 0:05:55on the list, she said,
0:05:55 > 0:05:57"I haven't got you down for an appointment."
0:05:57 > 0:06:01My daughter said my face was whiter than my hair when I came out of the bank.
0:06:01 > 0:06:04And she was worried about me driving home, because the first thing I did,
0:06:04 > 0:06:07I got in the car and my foot slipped on the pedal!
0:06:07 > 0:06:11- Just sheer nerves. - How did you feel at that stage?
0:06:11 > 0:06:15I felt furious that I'd been... I let myself do it.
0:06:15 > 0:06:18- So, furious with yourself? - With myself. Yes, yes.
0:06:18 > 0:06:21I feel that people have got to know about this business of being
0:06:21 > 0:06:26able to hold the phone line open, which is where I feel I slipped up.
0:06:26 > 0:06:28Because I feel I should have known that.
0:06:28 > 0:06:31But Hilary's case is just the tip of the iceberg.
0:06:31 > 0:06:32Fraud against individuals
0:06:32 > 0:06:37is estimated at £9.1 billion every year.
0:06:37 > 0:06:39Hilary's bank is part of the RBS Group,
0:06:39 > 0:06:42where stories like this are becoming increasingly familiar.
0:06:42 > 0:06:45We see more and more of these cases each week, each month.
0:06:45 > 0:06:50And what the fraudsters are doing is really moving away from attacking an organisation directly,
0:06:50 > 0:06:53but putting their energy into targeting the customer.
0:06:53 > 0:06:56And as Hilary discovered, the key to this scam is the way
0:06:56 > 0:07:00it gets around any suspicions that it might be a fraud.
0:07:00 > 0:07:02When the customer feels suspicious,
0:07:02 > 0:07:05because they've listened to all that advice that's been given to them
0:07:05 > 0:07:07across the industry and government and police, they then
0:07:07 > 0:07:10advise them to put the phone down and then contact their bank.
0:07:10 > 0:07:13What the fraudsters have done is managed to find a way to keep
0:07:13 > 0:07:17that line open. So the customer then dials, you know, us, for example.
0:07:17 > 0:07:20- The legitimate number.- Exactly.
0:07:20 > 0:07:22They think that they're making a phone call,
0:07:22 > 0:07:25but it's actually the fraudster that's kept the line open,
0:07:25 > 0:07:28who then answers the phone, pretending to be the bank.
0:07:28 > 0:07:31And the customer then provides all the information that's needed.
0:07:31 > 0:07:34But who are these fraudsters? Are they organised criminals?
0:07:34 > 0:07:36Are they individuals on the make?
0:07:36 > 0:07:39These are organised criminals who have all the structures
0:07:39 > 0:07:42that you would expect a normal business to have.
0:07:42 > 0:07:46And they deliberately go out to steal your personal information
0:07:46 > 0:07:50and then use that to try and steal money, you know, from banks
0:07:50 > 0:07:52and other organisations.
0:07:52 > 0:07:55The good news for Hilary is that she did get her money back
0:07:55 > 0:07:57through her bank, which is what usually happens
0:07:57 > 0:08:00when you can prove that you've been a victim of fraud.
0:08:00 > 0:08:02But later in the programme, we'll hear what happens
0:08:02 > 0:08:05if your bank takes a very different approach
0:08:05 > 0:08:08and says that you are liable for the money that's been lost.
0:08:08 > 0:08:11I don't understand the bank's position on it,
0:08:11 > 0:08:13as to why it's saying it's not fraud.
0:08:13 > 0:08:15Whether I'll see the money again, I don't know.
0:08:19 > 0:08:23Buying second-hand goods online can sometimes be a little bit worrying,
0:08:23 > 0:08:28particularly when it comes to high-value items like cars or caravans -
0:08:28 > 0:08:31things that you can't exactly send back if something isn't right.
0:08:31 > 0:08:35So if you're told that one of the biggest names in internet shopping
0:08:35 > 0:08:37has a safe account where your money is held
0:08:37 > 0:08:41until you are happy with the goods, well, that sounds ideal, doesn't it?
0:08:41 > 0:08:44Unfortunately, it's too good to be true.
0:08:44 > 0:08:47But that discovery came just a bit too late for some of you
0:08:47 > 0:08:50and you've ended up being taken in by a scam
0:08:50 > 0:08:53when you thought that your money was being kept safe.
0:08:55 > 0:08:57Last year in the UK alone,
0:08:57 > 0:09:01a staggering £62 billion was spent buying goods online.
0:09:01 > 0:09:03And not just for small items.
0:09:03 > 0:09:07More and more of us are now turning to websites like eBay to buy
0:09:07 > 0:09:10expensive goods such as cars, caravans and motorbikes.
0:09:11 > 0:09:14It's these vast sums of money that are changing hands
0:09:14 > 0:09:19that are exactly the reason why the internet and sites like eBay
0:09:19 > 0:09:23are such an attractive proposition to scammers who want to rip you off.
0:09:24 > 0:09:27With three young children and a passion for the outdoors,
0:09:27 > 0:09:31buying a caravan seemed like the ideal choice for John and his family.
0:09:31 > 0:09:33We thought about going abroad, you know,
0:09:33 > 0:09:37but for the price of going abroad, we could buy a caravan and have lots of holidays with the kids.
0:09:37 > 0:09:40- Mmm.- Initially, we looked everywhere, looking at all these caravans.
0:09:40 > 0:09:41Just couldn't find the right one.
0:09:41 > 0:09:44- The kids were very specific in what they wanted.- What did they want?
0:09:44 > 0:09:47They wanted a triple bunk at the back.
0:09:47 > 0:09:50So, when John saw a caravan in a local classified ad
0:09:50 > 0:09:52with the must-have triple bunk,
0:09:52 > 0:09:56he contacted the seller, who called herself Linda.
0:09:56 > 0:09:59Linda then was saying her husband died
0:09:59 > 0:10:02- and she was left with a caravan. - Giving you a sob story?- Yes.
0:10:02 > 0:10:04A very hard-done-by sob story.
0:10:04 > 0:10:08Quick sale, needed the money, got a mortgage to pay.
0:10:08 > 0:10:10Linda told John that she'd recently fallen victim to fraud,
0:10:10 > 0:10:14so she wanted to protect herself from any unscrupulous buyers.
0:10:14 > 0:10:18She suggested they conduct the purchase online through eBay,
0:10:18 > 0:10:22where the site's Buyer Protection scheme would keep them both safe from fraud.
0:10:22 > 0:10:25He was told that they money would be kept in an interim account
0:10:25 > 0:10:29and only be released to Linda when John was happy with the caravan.
0:10:29 > 0:10:33Did you actually go and look at the caravan before you made a decision?
0:10:33 > 0:10:36No. The thing was, we asked on our e-mails, can we view?
0:10:36 > 0:10:40However, they said what happens is,
0:10:40 > 0:10:43with the eBay Buyer Protection scheme,
0:10:43 > 0:10:46is that you pay the money into eBay and they hold the money for you.
0:10:46 > 0:10:50Once they money's in there, they agree to view the caravan.
0:10:50 > 0:10:52I paid my money into the eBay holding account,
0:10:52 > 0:10:54or what I believed to be the eBay holding account,
0:10:54 > 0:10:57and then waited for them to deliver the caravan to be viewed.
0:10:57 > 0:11:00- And how much money did you...? - It was £5,000.- Yeah.
0:11:00 > 0:11:03A lot of money. But John was convinced that his money was safe,
0:11:03 > 0:11:06and that he'd get a full refund if he wasn't happy with the caravan.
0:11:06 > 0:11:08It sounds perfect, doesn't it?
0:11:08 > 0:11:15In fact, it was one of a pack of lies that have cost John very dear indeed.
0:11:15 > 0:11:17The eBay Buyer Protection does exist,
0:11:17 > 0:11:21but it doesn't apply to the purchase of any cars or vehicles.
0:11:21 > 0:11:24Also untrue was the claim that eBay will look after your cash
0:11:24 > 0:11:26while you wait to receive your purchase.
0:11:26 > 0:11:30They don't, and any seller who tries to tell you about interim accounts
0:11:30 > 0:11:33that protect your cash is lying.
0:11:33 > 0:11:36To be frank, the details of the Buyer Protection scheme
0:11:36 > 0:11:38are neither here nor there in this case,
0:11:38 > 0:11:41because the seller had nothing to do with eBay
0:11:41 > 0:11:43and was not selling anything through them.
0:11:43 > 0:11:48They were just using eBay as a front to persuade buyers like John
0:11:48 > 0:11:50to part with their money.
0:11:50 > 0:11:53It was all part of a very sophisticated scam.
0:11:53 > 0:11:56The seller sends the victim an e-mail which looks
0:11:56 > 0:11:59exactly like it's from eBay. But it's a fake.
0:11:59 > 0:12:02The bogus e-mail contains a link which you're told to click on
0:12:02 > 0:12:04to complete the purchase.
0:12:04 > 0:12:06But instead of paying through eBay,
0:12:06 > 0:12:09this fake link takes you to a fraudulent payment page
0:12:09 > 0:12:13that puts your cash straight into the criminal's bank account,
0:12:13 > 0:12:15which is exactly what happened to John.
0:12:15 > 0:12:20Back at home, he showed me how he fell for the slickly operated scam.
0:12:20 > 0:12:22- So, she wants her 5,000...?- Yes.
0:12:22 > 0:12:26- You want to be guaranteed that that money is protected.- That's right.
0:12:26 > 0:12:28So this is the link that she sends you.
0:12:28 > 0:12:31Your registration was confirmed, Buyer Protection.
0:12:31 > 0:12:33That looks pretty...
0:12:33 > 0:12:35- Convincing, yeah.- Pretty convincing, that, doesn't it?
0:12:35 > 0:12:39eBay, colours are right. This is all right.
0:12:39 > 0:12:42We've got, "eBay Buyer Protection. Learn more."
0:12:42 > 0:12:45All of this, "E-mail confirmation of your registration," enough to
0:12:45 > 0:12:48make you think that what you were looking at was the genuine article.
0:12:48 > 0:12:52- Yes.- I suppose, if you knew what to look for,
0:12:52 > 0:12:54and you'd dealt with eBay before,
0:12:54 > 0:12:57you would have recognised that the e-mail address was wrong.
0:12:57 > 0:12:58Yes, I could now.
0:12:58 > 0:13:01Because, you know, I know these things have been highlighted to me.
0:13:01 > 0:13:06Someone's gone to a lot of trouble to replicate the eBay pages.
0:13:06 > 0:13:10What did you feel when you suddenly realised there was no buyer,
0:13:10 > 0:13:14there's no eBay protection, there's no £5,000?
0:13:14 > 0:13:17- There's no caravan?- We were pretty distraught, to be fair.
0:13:17 > 0:13:21You know, and we beat ourselves up a lot about how stupid we'd been,
0:13:21 > 0:13:25you know. And even now, we still think, you know, why did we do it?
0:13:25 > 0:13:29Why did we do what we did? I don't know where to turn to.
0:13:29 > 0:13:31I really don't know who to turn to to get my money back.
0:13:31 > 0:13:34I want to take my children on holiday this year, you know.
0:13:34 > 0:13:38It won't be in a caravan. So, it's a difficult one.
0:13:39 > 0:13:43However much John and anyone else taken in by this scam were convinced
0:13:43 > 0:13:47that they were dealing with eBay, in fact they were going straight through
0:13:47 > 0:13:53to criminals, handing over cash that they'll probably never see again.
0:13:53 > 0:13:57eBay told us that cases like this are an important reminder that any
0:13:57 > 0:14:00transaction not completed on ebay.co.uk is a...
0:14:03 > 0:14:06Much like responding to a classified advert in a newspaper...
0:14:11 > 0:14:14..as they won't have access to eBay Buyer Protection.
0:14:14 > 0:14:17Also, buyers need to look out for warning signs, including...
0:14:20 > 0:14:24..or who push for a speedy sale via money transfer.
0:14:24 > 0:14:26Sellers who claim that...
0:14:28 > 0:14:32..and sellers who refuse to meet in person or refuse to allow the buyer
0:14:32 > 0:14:36to physically inspect the vehicle before the purchase.
0:14:36 > 0:14:41And that's something that John wishes he'd known before parting with £5,000.
0:14:41 > 0:14:46His family's caravan holiday dream has disappeared along with the cash.
0:14:46 > 0:14:48I did make a mistake. I'm aware I made a mistake.
0:14:48 > 0:14:51It makes you really angry, you know.
0:14:51 > 0:14:52These people can just sit at home
0:14:52 > 0:14:55and just take money from you that you've saved for years, possibly.
0:14:55 > 0:14:59One click of a button and it's gone. Yeah, so I have been ripped off.
0:15:03 > 0:15:06- JULIA:- Our pop-up shop has opened its doors again.
0:15:06 > 0:15:10For one weekend only, we came became to Liverpool with a team of experts
0:15:10 > 0:15:13- to run street workshops... - Do spend some time
0:15:13 > 0:15:17if you've got specific travel questions you want answered.
0:15:17 > 0:15:22..along with our one-stop advice shop for all your consumer problems.
0:15:22 > 0:15:24Give them eight weeks to respond and if they don't,
0:15:24 > 0:15:27consider taking your complaint to the Financial Ombudsman Service.
0:15:28 > 0:15:32Elizabeth called in to tell travel journalist Simon Calder
0:15:32 > 0:15:35what happened after a company approached her offering to take
0:15:35 > 0:15:39a time-share she no longer wanted off her hands.
0:15:39 > 0:15:43- We got a telephone call...- Just a cold call?- A cold call inviting us
0:15:43 > 0:15:45to go to Stafford.
0:15:45 > 0:15:49They would buy our time-share from us.
0:15:49 > 0:15:51But when she went to the meeting,
0:15:51 > 0:15:54Elizabeth says there was a real hard sell.
0:15:54 > 0:15:59We had to pay nearly £4,000 to them
0:15:59 > 0:16:01to apparently take our time-share off us.
0:16:01 > 0:16:06But hang on, if... Forgive me. In my world,
0:16:06 > 0:16:10if somebody wants to buy something I own, then they give me some money.
0:16:10 > 0:16:12I don't ask them to give me some money.
0:16:12 > 0:16:15You're lucky if you could get out, never mind walk away.
0:16:15 > 0:16:17The pressure they put you under was terrible.
0:16:17 > 0:16:21Elizabeth's glimmer of hope is that she paid half the money
0:16:21 > 0:16:24on her credit card and may be able to claim it back from the bank.
0:16:24 > 0:16:28In order for you to reclaim your money under the Consumer Credit Act,
0:16:28 > 0:16:32you need to say to the card company, "There's been misrepresentation,"
0:16:32 > 0:16:34or, "There's been a breach of contract here."
0:16:34 > 0:16:38Either way, Elizabeth says she's learned an important lesson.
0:16:38 > 0:16:40Don't answer any phone calls
0:16:40 > 0:16:43cos, basically, I'm still getting the phone calls from all
0:16:43 > 0:16:47different companies. "We can sell your time-share for you."
0:16:47 > 0:16:49You know, we don't know where to turn to.
0:16:49 > 0:16:53I am afraid this looks like an awful state of affairs
0:16:53 > 0:16:56with some bad people who have been just
0:16:56 > 0:16:58misrepresenting what they can do.
0:17:00 > 0:17:01I'm feeling a bit happier.
0:17:01 > 0:17:03I'll go back to my credit card company
0:17:03 > 0:17:08and pursue it and see how I get on from there.
0:17:11 > 0:17:15Still to come on Rip-Off Britain, how scamsters are exploiting
0:17:15 > 0:17:19the biggest name in transferring money to get hold of your cash.
0:17:19 > 0:17:21My stomach started churning.
0:17:21 > 0:17:24I started getting very confused
0:17:24 > 0:17:25and angry.
0:17:25 > 0:17:28It had definitely been withdrawn.
0:17:28 > 0:17:32Earlier in the programme we heard how sophisticated scamsters
0:17:32 > 0:17:35were able to steal over £6,000 from one Rip-Off viewer
0:17:35 > 0:17:37by phoning her up,
0:17:37 > 0:17:40claiming to be part of the security team at her bank.
0:17:40 > 0:17:42Now, you'll remember, to reassure her,
0:17:42 > 0:17:47they had called told her to call them back on the number on the back of her credit card and when she did,
0:17:47 > 0:17:51little realising they hadn't hung up their end of the previous call,
0:17:51 > 0:17:55they convinced her to transfer her savings into a new,
0:17:55 > 0:17:59apparently safe account. Luckily for her, because it was a clear case
0:17:59 > 0:18:01of fraud, her bank agreed to return the money -
0:18:01 > 0:18:03which is what most banks would do.
0:18:03 > 0:18:06But here's a warning - not all of them.
0:18:06 > 0:18:08When exactly the same thing happens,
0:18:08 > 0:18:12some banks can have a very, very different response.
0:18:12 > 0:18:15It was in March that Gavin Edwards from Southampton
0:18:15 > 0:18:18was called by conmen who told him they were part of a fraud team
0:18:18 > 0:18:23and they'd spotted someone trying to access his Barclays bank account.
0:18:23 > 0:18:25They said I needed to hang up and call back on the number
0:18:25 > 0:18:27on the back of my card.
0:18:27 > 0:18:29I didn't realise they'd held the line open.
0:18:29 > 0:18:32They even asked for my mother's maiden name.
0:18:32 > 0:18:37They stole £9,352.44.
0:18:37 > 0:18:39What makes scams like this so clever
0:18:39 > 0:18:43is the way they play on the fear of fraud to commit the crime.
0:18:43 > 0:18:45When he'd been asked to transfer his money,
0:18:45 > 0:18:48Gavin had been convinced that he was speaking to his own bank.
0:18:48 > 0:18:53And it wasn't until the following morning that he started to sense that something was wrong.
0:18:53 > 0:18:57I'd been wondering what had been happening with Barclays,
0:18:57 > 0:19:00so I was expecting them to give me a call at some point
0:19:00 > 0:19:03and by the time it got to ten, no-one had rung.
0:19:03 > 0:19:05So I was getting a little bit concerned.
0:19:05 > 0:19:08I just wanted to know where my money was - you know, if it was safe.
0:19:08 > 0:19:11So Gavin rang his bank
0:19:11 > 0:19:14and when he gave them the name of the person he'd been speaking to,
0:19:14 > 0:19:16supposedly from their fraud team,
0:19:16 > 0:19:18he was told that that person did not exist.
0:19:18 > 0:19:23It sounded so genuine the day before and the fact that
0:19:23 > 0:19:26I had rung the number on the back of my card the day before,
0:19:26 > 0:19:29and spoke to what I thought was the bank,
0:19:29 > 0:19:34it was quite a shock to realise that it wasn't actually Barclays
0:19:34 > 0:19:37I had been speaking to but the fraudsters themselves.
0:19:37 > 0:19:41Thinking he was transferring it into a safe account,
0:19:41 > 0:19:44Gavin had unwittingly handed all his savings - almost £9,500 -
0:19:44 > 0:19:47straight into the hands of the fraudsters,
0:19:47 > 0:19:51leaving him with just the £7.50 cash in his pocket.
0:19:51 > 0:19:55To go from, sort of, nearly £9,500
0:19:55 > 0:20:00down to £7.50, due to one phone call, it was quite tough
0:20:00 > 0:20:03and I couldn't survive on £7.50 until I got paid.
0:20:03 > 0:20:06I had to ring my parents, which was a bit embarrassing,
0:20:06 > 0:20:09and ask them if they could give me some money.
0:20:09 > 0:20:14Barclays told Gavin they would pass his case on to their GENUINE fraud department
0:20:14 > 0:20:17to investigate and they were soon back in touch.
0:20:17 > 0:20:20A letter arrived from the fraud department
0:20:20 > 0:20:24and basically it's saying, "I am writing in connection with
0:20:24 > 0:20:27"the recent fraudulent activity on your account.
0:20:27 > 0:20:29"I can confirm that your personal details have been misused
0:20:29 > 0:20:31"to gain access to your account."
0:20:31 > 0:20:36I was reasonably, sort of, happy with the fact that they had said it was fraud.
0:20:36 > 0:20:39They had said that in the majority of fraud cases,
0:20:39 > 0:20:41customers do get their money refunded.
0:20:41 > 0:20:45However, two months later when the fraud department wrote
0:20:45 > 0:20:49with their final decision, they had some devastating news.
0:20:49 > 0:20:52Eventually they sent me this letter and a part of it says,
0:20:52 > 0:20:54"After reviewing your case,
0:20:54 > 0:20:57"we cannot accept the transactions being disputed as being as fraud.
0:20:57 > 0:20:59"Therefore you will not be offered a refund
0:20:59 > 0:21:04"and will be held liable for the amount in dispute."
0:21:04 > 0:21:08It felt like they'd just dismissed it out of hand as...of no importance.
0:21:08 > 0:21:11Obviously, to me, that amount of money is very important.
0:21:11 > 0:21:16It was a disgraceful way that they considered that was a final conclusion to the matter.
0:21:16 > 0:21:20Gavin also felt this latest letter contradicted the first one
0:21:20 > 0:21:23from the bank. While that one had confirmed that his personal details
0:21:23 > 0:21:27had been misused to gain access to his account, this latest one said
0:21:27 > 0:21:31something entirely different - that one of the reasons it wasn't fraud
0:21:31 > 0:21:33could be because there had been
0:21:33 > 0:21:38"no apparent attempts by a third party to compromise or otherwise impersonate" him.
0:21:38 > 0:21:40I had been compromised because someone rung me up
0:21:40 > 0:21:42saying they were from the bank
0:21:42 > 0:21:46and saying there was malicious attempts on my card
0:21:46 > 0:21:51and on my account. So, you know, I had been compromised by a third party
0:21:51 > 0:21:54and...it's a fraudster!
0:21:54 > 0:21:57Gavin feels he's been treated unfairly
0:21:57 > 0:22:01and wishes he'd been with a bank that might have reacted differently.
0:22:01 > 0:22:04I sort of feel that if I had been with another bank now,
0:22:04 > 0:22:08I might have got a refund on my money a lot quicker, hopefully.
0:22:08 > 0:22:12Official figures show that in 98% of cases like this,
0:22:12 > 0:22:15the banks do refund the money that has been stolen.
0:22:15 > 0:22:17In the 2% of cases where they don't,
0:22:17 > 0:22:20it's usually because they have decided
0:22:20 > 0:22:22it was either a fraudulent claim
0:22:22 > 0:22:24or the customer has acted with gross negligence,
0:22:24 > 0:22:28neither of which Gavin would say applies to him.
0:22:28 > 0:22:31I don't understand the bank's position on it,
0:22:31 > 0:22:33as to why they say it is not fraud.
0:22:33 > 0:22:36As far as I am concerned, it IS fraud.
0:22:36 > 0:22:39Whether I'll see the money again, er...
0:22:39 > 0:22:41I don't know.
0:22:42 > 0:22:47But when we contacted Barclays about the stance they had taken on Gavin's case,
0:22:47 > 0:22:50there was some very good news indeed. They told us that they...
0:22:56 > 0:23:00..and the level of service received by Gavin was not good enough.
0:23:00 > 0:23:03They apologise for that and say they will be...
0:23:07 > 0:23:11According to CIFAS, the UK's fraud prevention service,
0:23:11 > 0:23:162012 saw a 53% increase in crimes like this,
0:23:16 > 0:23:18where fraudsters are able to take control of your bank account,
0:23:18 > 0:23:22so what can you do to prevent yourself from being stung?
0:23:22 > 0:23:26The Metropolitan Police Force is working to prevent economic crime
0:23:26 > 0:23:28and fraud across Greater London
0:23:28 > 0:23:32and they are concerned about who these criminals are targeting.
0:23:32 > 0:23:35It is a significant issue which we are concentrating on at the moment.
0:23:35 > 0:23:36So far, in the last two years
0:23:36 > 0:23:41since it came to our attention there has been 2,700 offences.
0:23:41 > 0:23:45The most taken from an individual victim in London
0:23:45 > 0:23:47is £145,000.
0:23:47 > 0:23:51145,000? That's what I call a big scam.
0:23:51 > 0:23:53Obviously, it's a national problem
0:23:53 > 0:23:55and it's happening all across the country.
0:23:55 > 0:23:58The one thing I will stress is these people are very, very good at what they do.
0:23:58 > 0:24:02So they sound very plausible, they are very polite,
0:24:02 > 0:24:06they stress everything is to protect the individual's money
0:24:06 > 0:24:10and they give a way out for people, obviously, to ring up
0:24:10 > 0:24:14and check what's happening and then they perpetrate the fraud.
0:24:14 > 0:24:17Isn't it possible to shut down this aspect of an open line -
0:24:17 > 0:24:19the fact that someone can just stay on the phone?
0:24:19 > 0:24:21We're getting the support of Ofcom
0:24:21 > 0:24:25and the telephone companies to do exactly that,
0:24:25 > 0:24:29to close down so that the line can't kept open and that the offence...
0:24:29 > 0:24:33The second phone call cannot be made so the offence cannot be perpetrated.
0:24:33 > 0:24:37But in the meantime, there's one very simple thing you can do
0:24:37 > 0:24:41to make sure you shouldn't ever fall victim to a line that's held open.
0:24:41 > 0:24:42Use a second phone
0:24:42 > 0:24:46to make the call, whether it's a mobile phone or a landline,
0:24:46 > 0:24:47to make the call. In that way,
0:24:47 > 0:24:50it becomes very difficult for them to keep the line open.
0:24:50 > 0:24:52If you don't have a second phone,
0:24:52 > 0:24:55wait at least five minutes before making any call
0:24:55 > 0:24:59that you're asked to and make sure that you hear a clear dial tone
0:24:59 > 0:25:01before you do it, although be careful -
0:25:01 > 0:25:05some variations of the scam have been known to use a recording.
0:25:05 > 0:25:07Gary, a lot of these criminals have built up some very clever devices
0:25:07 > 0:25:09as to how to scam people.
0:25:09 > 0:25:13Are there any tell-tale signs for the individual to watch out for?
0:25:13 > 0:25:16If anyone asks you for your PIN number over the telephone
0:25:16 > 0:25:20or your bank details over the telephone, that generally is a fraud.
0:25:20 > 0:25:23Banks, police officers, law enforcement
0:25:23 > 0:25:25will not ask you those questions.
0:25:25 > 0:25:27So, they'll never ask for a PIN?
0:25:27 > 0:25:29They never will ask for a PIN number,
0:25:29 > 0:25:32whether it's to tell them it verbally or to key it into your phone,
0:25:32 > 0:25:34it will never be requested.
0:25:34 > 0:25:36So if somebody is asking you for that,
0:25:36 > 0:25:38it's likely that's going to be a fraud.
0:25:38 > 0:25:41And that has to be the key piece of advice.
0:25:41 > 0:25:44However plausible the person you're speaking to is,
0:25:44 > 0:25:47always keep those key details to yourself,
0:25:47 > 0:25:50so that you can keep your money safe, where it belongs.
0:25:56 > 0:25:58At a time when money is tighter than ever,
0:25:58 > 0:26:01you need to know it's working hard for you,
0:26:01 > 0:26:04avoiding rip-offs and sharp practice along the way.
0:26:04 > 0:26:06So to help you, on our website...
0:26:08 > 0:26:12..you'll find plenty of invaluable tips and expert advice,
0:26:12 > 0:26:15plus you can download our free guide to getting a better deal,
0:26:15 > 0:26:19which is full of useful information to stop you being stung
0:26:19 > 0:26:20or left out of pocket.
0:26:22 > 0:26:25Now, here's a mystery involving the whereabouts of a large sum of money
0:26:25 > 0:26:29and a big name that says it takes pride in making life a little better
0:26:29 > 0:26:32for its customers. But two of those customers would say
0:26:32 > 0:26:35that life has got a whole lot worse because £1,200 of their savings
0:26:35 > 0:26:39have effectively just disappeared and nobody can say for sure
0:26:39 > 0:26:42exactly how that has happened or who has got it now.
0:26:45 > 0:26:48None of us like to lose money but it's especially galling
0:26:48 > 0:26:52if someone has found a way to take it by exploiting a system
0:26:52 > 0:26:53that you should be able to trust.
0:26:53 > 0:26:57And that's exactly what happened to Chris and Sam from Bishop Auckland.
0:26:57 > 0:26:59Their run of bad luck began last year
0:26:59 > 0:27:03when they returned home one day to find that they'd been burgled.
0:27:03 > 0:27:06We didn't feel safe in our own home any more, so...
0:27:06 > 0:27:09we put our heads together and thought, "We want out -
0:27:09 > 0:27:13"we want somewhere new, somewhere safe for us and our daughter."
0:27:13 > 0:27:17Sam and Chris began searching online for a new home to rent
0:27:17 > 0:27:20and spotted what looked like the perfect choice.
0:27:20 > 0:27:24I decided to contact the landlord directly
0:27:24 > 0:27:29and I did get a reply pretty much straightaway, confirming, obviously,
0:27:29 > 0:27:32he WAS the landlord, this WAS his property and everything else.
0:27:32 > 0:27:36Keen to move in, Sam began exchanging e-mails with the landlord
0:27:36 > 0:27:40with all the information needed to set the wheels in motion.
0:27:40 > 0:27:43It was continuous for a number of weeks.
0:27:43 > 0:27:46Basically, gathering different information,
0:27:46 > 0:27:51as in getting tenancy agreements, getting photos of the property
0:27:51 > 0:27:54and just general reassurance.
0:27:54 > 0:27:58We thought nothing of it. Great, you know, we found somewhere quickly,
0:27:58 > 0:28:03we can get out, we can start getting our lives back on track
0:28:03 > 0:28:04and feeling safe.
0:28:04 > 0:28:08The landlord told Sam and Chris that he lived abroad in Denmark,
0:28:08 > 0:28:11and before making the trip over to the UK to meet them, he wanted
0:28:11 > 0:28:15reassurance that the couple had the necessary funds to secure the flat.
0:28:15 > 0:28:19The landlord said to us that he'd been messed around in the past,
0:28:19 > 0:28:24basically saying he'd been let down and things, and we believed him,
0:28:24 > 0:28:28because it'd been going on for quite a while and he gained our trust.
0:28:28 > 0:28:31And here's where things got rather clever,
0:28:31 > 0:28:33because, although the landlord wanted proof that Sam
0:28:33 > 0:28:36and Chris would be able to transfer him some money in the future,
0:28:36 > 0:28:39he wasn't actually asking them to send anything now.
0:28:39 > 0:28:42Instead, he asked them to prove that they were good for the cash
0:28:42 > 0:28:46by transferring it between each other and showing him a receipt
0:28:46 > 0:28:50for the transaction, which he asked them to do via Western Union.
0:28:51 > 0:28:54Western Union is an American money transfer service
0:28:54 > 0:28:56that advertises a fast and easy service
0:28:56 > 0:29:00with agent locations around every corner.
0:29:00 > 0:29:04The company boasts that it processes up to 28 transactions per second,
0:29:04 > 0:29:09and in 2012 carried out 231 million of them worldwide.
0:29:11 > 0:29:13So we thought, "Well, it's safe and secure,
0:29:13 > 0:29:18"and it seems like quite a good option," so we went for that.
0:29:18 > 0:29:22There seemed nothing to alert the couple to any potential problems.
0:29:22 > 0:29:25After all, it's not unusual for a landlord to want reassurance
0:29:25 > 0:29:28that potential tenants can afford to rent the property.
0:29:28 > 0:29:32And, of course, Sam and Chris hadn't been asked to hand over a penny.
0:29:32 > 0:29:34All they had to do was to set up a transfer
0:29:34 > 0:29:40of £1,200 between themselves and send over a photograph of the receipt.
0:29:40 > 0:29:43Because the money was just going from myself to my partner,
0:29:43 > 0:29:47we didn't think there was a big issue or anything to be worried about.
0:29:48 > 0:29:52So they decided to go ahead at a Western Union in Sunderland.
0:29:52 > 0:29:56Sam would hand over the cash to be transferred and Chris would be
0:29:56 > 0:29:59the only person who would be authorised to pick it up.
0:29:59 > 0:30:02I spoke to the lady in the branch and told her the situation.
0:30:02 > 0:30:06She reassured me that it was safe, it was secure,
0:30:06 > 0:30:08that nothing could go wrong.
0:30:08 > 0:30:13Satisfied, Sam paid £33 for the money to be transferred.
0:30:13 > 0:30:15Chris was named as the receiver.
0:30:15 > 0:30:19Chris would have required ID the same as what I had to give
0:30:19 > 0:30:21when I put the money in.
0:30:21 > 0:30:24Basically, a passport or driving licence, just to confirm
0:30:24 > 0:30:28who he was, and he needed the transaction number as well.
0:30:28 > 0:30:29As requested,
0:30:29 > 0:30:33Sam sent a picture of the Western Union receipt to the landlord.
0:30:33 > 0:30:36It showed the total amount as well as a ten-digit code
0:30:36 > 0:30:39known as the Money Transfer Control Number.
0:30:39 > 0:30:42I took the photo of the number and the amount shown
0:30:42 > 0:30:44and sent it to the landlord,
0:30:44 > 0:30:46thinking it wouldn't be a problem,
0:30:46 > 0:30:50because I was reassured that they would have to have two forms of ID
0:30:50 > 0:30:51to actually collect the money.
0:30:51 > 0:30:54Two days later, armed with the receipt
0:30:54 > 0:30:58and the necessary ID, Chris went into the same branch where
0:30:58 > 0:31:01Sam had deposited the funds to collect their money.
0:31:01 > 0:31:03But he wasn't prepared for what happened next.
0:31:05 > 0:31:08The branch took the paperwork, the ID,
0:31:08 > 0:31:12and the lady ran it through the system, er,
0:31:12 > 0:31:15and it came back that there was a problem.
0:31:15 > 0:31:17The money had been withdrawn.
0:31:17 > 0:31:20Thinking that the assistant had made a mistake,
0:31:20 > 0:31:22Chris asked her to check it again.
0:31:22 > 0:31:24She ran it through three times,
0:31:24 > 0:31:28and each time it came back saying the money had been withdrawn.
0:31:28 > 0:31:33My stomach started churning, I started getting very confused
0:31:33 > 0:31:35and angry.
0:31:35 > 0:31:36It had definitely been withdrawn,
0:31:36 > 0:31:39there wasn't a problem with the input.
0:31:39 > 0:31:42It just turned me physically sick.
0:31:42 > 0:31:45Amidst the panic, the big question was,
0:31:45 > 0:31:47how could the money have been withdrawn?
0:31:47 > 0:31:50Chris was the only person who was supposed to be able
0:31:50 > 0:31:52to pick up the funds.
0:31:52 > 0:31:57The branch manager contacted Western Union's head office to find out what could have happened.
0:31:57 > 0:32:01She was told that the money was picked up,
0:32:01 > 0:32:04using the correct forms of ID,
0:32:04 > 0:32:09in London within the first two hours of it being deposited.
0:32:10 > 0:32:14Despite his protests, Western Union was adamant that Chris had
0:32:14 > 0:32:17already collected the money from one of its outlets in London.
0:32:17 > 0:32:20But Chris says that simply wasn't possible
0:32:20 > 0:32:23because he'd been nowhere near there at the time, as he was working
0:32:23 > 0:32:27away from home in Wolverhampton when the money was picked up.
0:32:27 > 0:32:30Western Union assured them there would be a thorough investigation,
0:32:30 > 0:32:32which would take a couple of weeks.
0:32:32 > 0:32:35Everything was just rushing through - how has this happened?
0:32:35 > 0:32:41Why has it happened to us without my name and address or photographic ID?
0:32:41 > 0:32:44And it dawned on the couple that, in all likelihood,
0:32:44 > 0:32:46the so-called landlord had taken the money
0:32:46 > 0:32:48and they had been the victims of an elaborate scam.
0:32:48 > 0:32:51Although they now realise they shouldn't have
0:32:51 > 0:32:54sent in the transaction number, they just can't understand what ID
0:32:54 > 0:32:56could have been used to pick the money up.
0:32:56 > 0:32:59I did actually contact the police.
0:33:00 > 0:33:03Which... Somebody came out, talked to us.
0:33:05 > 0:33:08But the police couldn't help, and Western Union's own investigation
0:33:08 > 0:33:12eventually concluded that all the right procedures had been followed.
0:33:12 > 0:33:16So it was case closed, leaving Sam and Chris none the wiser as to
0:33:16 > 0:33:19where their money had gone, and, more importantly,
0:33:19 > 0:33:21if they would ever see it again.
0:33:23 > 0:33:25We understand the fact that we were in the wrong,
0:33:25 > 0:33:28we did send the transaction number,
0:33:28 > 0:33:32but we were reassured that you would need ID AND the transaction number.
0:33:32 > 0:33:36Western Union's simplicity means it is often used by fraudsters
0:33:36 > 0:33:40in scams, so we went to see them to find out what they are doing to
0:33:40 > 0:33:44stop other people being caught out in the same way as Sam and Chris.
0:33:44 > 0:33:48What knowledge do you have of the way in which Western Union
0:33:48 > 0:33:51is being used by scamsters to illegally obtain money?
0:33:51 > 0:33:53It's certainly a concern.
0:33:53 > 0:33:56We have a series of measures to try to target these problems.
0:33:56 > 0:34:00We've redesigned the "send money" form -
0:34:00 > 0:34:02this is a form that the sender will complete
0:34:02 > 0:34:04before they do a transaction.
0:34:04 > 0:34:07We've put leaflets and brochures into our agents
0:34:07 > 0:34:11and made them fully aware of the type of scams
0:34:11 > 0:34:13that have been perpetrated against consumers.
0:34:13 > 0:34:17We have a 24/7 hotline, fraud hotline,
0:34:17 > 0:34:21where the consumer can call and get advice on what to do.
0:34:21 > 0:34:25Agents are trained both in how to process transactions
0:34:25 > 0:34:28but also how to identify fraud.
0:34:28 > 0:34:32They're given information on the most recent scams,
0:34:32 > 0:34:35they're trained to ask questions, to ask the consumer,
0:34:35 > 0:34:39"Why are you sending this money? Who are you sending this money to?",
0:34:39 > 0:34:43to identify if that person is using the system for the first time,
0:34:43 > 0:34:45and, of course, the agent has the discretion
0:34:45 > 0:34:46not to process a transaction.
0:34:46 > 0:34:49But what sort of sanctions do you take against those offices
0:34:49 > 0:34:53that let out money without the right kind of structures in place?
0:34:53 > 0:34:56Angela, they are closed. We don't want those on our books.
0:34:57 > 0:35:01Can you look me straight in the eye and say honestly that
0:35:01 > 0:35:06Western Union is in a position to protect consumers in the future?
0:35:06 > 0:35:08Yes, absolutely.
0:35:08 > 0:35:12On Sam and Chris's specific case, Western Union say that
0:35:12 > 0:35:14because the couple had shown the fraudster their confidential
0:35:14 > 0:35:18Money Transfer Control Number, that person must have used it to collect
0:35:18 > 0:35:23the money, presumably showing fake ID created in Chris's name.
0:35:23 > 0:35:26Although further ID is needed when transferring larger amounts,
0:35:26 > 0:35:28the company has stressed...
0:35:32 > 0:35:35..including securing a property.
0:35:35 > 0:35:37We also tried contacting the landlord in Denmark
0:35:37 > 0:35:40who'd started the whole mess. He has yet to reply.
0:35:40 > 0:35:43Although it looks like the couple's money is lost for ever,
0:35:43 > 0:35:47they're keen to make sure the same thing doesn't happen to anybody else.
0:35:47 > 0:35:51I would want the money back, yes, but I would hate to think
0:35:51 > 0:35:53somebody else would have to go through this.
0:35:53 > 0:35:56It's bad enough that we had to go through it.
0:36:01 > 0:36:06Last year, 229,000 cases of fraud were reported to the police
0:36:06 > 0:36:11in England and Wales, up by a whopping 27% on the previous year.
0:36:11 > 0:36:14I'm afraid to say that is just the tip of the iceberg.
0:36:14 > 0:36:17Unless they involve large sums of money,
0:36:17 > 0:36:19most scams probably go unreported.
0:36:19 > 0:36:21It's estimated that, one way or another,
0:36:21 > 0:36:25no less than half of us will be targeted in a typical year.
0:36:25 > 0:36:27The Financial Conduct Authority
0:36:27 > 0:36:30regulates the financial services industry in the UK
0:36:30 > 0:36:32to protect consumers.
0:36:32 > 0:36:35So what advice do they have about how to spot a scam?
0:36:42 > 0:36:45The whole subject of scamming these days is enormous,
0:36:45 > 0:36:48whether you are talking about major scams or on the doorstep.
0:36:48 > 0:36:51But what are the type of scams we should be looking out for?
0:36:51 > 0:36:54The things that we see in the financial services sector
0:36:54 > 0:36:57as the scams that are coming up are some of the ones that
0:36:57 > 0:36:58have been around for a long time.
0:36:58 > 0:37:01So, people offering investments in fine wine or other products,
0:37:01 > 0:37:04but also some slightly more exotic ones.
0:37:04 > 0:37:07So, overseas property developments is a big one.
0:37:07 > 0:37:09Things that are going to be developed quite a long way off
0:37:09 > 0:37:11and are going to make lots of money.
0:37:11 > 0:37:14One of the things that is standard issue in all advice that we give
0:37:14 > 0:37:17to people about financial services fraud is that
0:37:17 > 0:37:21if something sounds as though it's too good to be true, it probably is.
0:37:21 > 0:37:24If these things were that easy to make money from legitimately,
0:37:24 > 0:37:27then they wouldn't be ringing you up to sell them to you.
0:37:27 > 0:37:29I suppose, if you think about it, you go to a bank
0:37:29 > 0:37:31and you get nothing in interest these days,
0:37:31 > 0:37:34so if someone comes along offering you a vast amount of interest,
0:37:34 > 0:37:36you would automatically know that that is not true.
0:37:36 > 0:37:39You do need to stop and ask yourself, if you can get a 7% return
0:37:39 > 0:37:42from this scheme and your returns are guaranteed,
0:37:42 > 0:37:45which is what they usually tell you, and they've got this fantastic
0:37:45 > 0:37:49track record, why aren't they just investing their own money in this?
0:37:49 > 0:37:50Why are they out there selling that to you?
0:37:57 > 0:38:01The other aspect I would like to touch on is the whole length
0:38:01 > 0:38:04they will go to to suck you in,
0:38:04 > 0:38:07because they really will go to any length whatsoever, won't they?
0:38:07 > 0:38:10One of the most depressing things, actually, we see in this job is
0:38:10 > 0:38:14the sorts of people who are targeted by these people running the scams.
0:38:14 > 0:38:17Some of them are very vulnerable, elderly people, people with
0:38:17 > 0:38:20mental health issues and so on, and they will get this call
0:38:20 > 0:38:24out of the blue from someone who is a very smooth, persuasive salesman.
0:38:24 > 0:38:27They will often take a bit of time to build up a relationship
0:38:27 > 0:38:30with the person, and then they suck you in, and then,
0:38:30 > 0:38:33once they've started reeling you in, they start putting on the hard sell.
0:38:33 > 0:38:36So you might be getting tens of calls in a day, telling you that
0:38:36 > 0:38:40unless you invest now, this opportunity is going to go away.
0:38:40 > 0:38:43Unless they involve large sums of money,
0:38:43 > 0:38:47it's believed that most scams usually go unreported,
0:38:47 > 0:38:50so how can you make sure you don't fall into the fraudsters' trap?
0:38:50 > 0:38:54What is your ultimate advice on avoiding those unwanted calls?
0:38:54 > 0:38:57- Because we all get them.- You can't stop people telephoning you.
0:38:57 > 0:39:00You can sign up to the Telephone Preference Service and so on,
0:39:00 > 0:39:03but you clearly are never able to absolutely stop cold calls.
0:39:03 > 0:39:07My advice is that you should be polite and firm,
0:39:07 > 0:39:10and if someone is ringing up to offer you an investment product,
0:39:10 > 0:39:13the chances are, that's not a legitimate investment product,
0:39:13 > 0:39:16and you will be saving your time and your money by simply saying no
0:39:16 > 0:39:18and putting the phone down.
0:39:25 > 0:39:29It's estimated that several million people do fall victim
0:39:29 > 0:39:31to scams every year in the UK.
0:39:31 > 0:39:33It's a very lucrative business,
0:39:33 > 0:39:35with consumers losing billions to the fraudsters.
0:39:35 > 0:39:38So, what should you do if you get sucked in?
0:39:40 > 0:39:43We have a consumer helpline at the FCA.
0:39:43 > 0:39:45Simply ring us up, someone will answer the phone,
0:39:45 > 0:39:47they can take all the details down on the phone.
0:39:47 > 0:39:50We may then contact you again to ask for more information,
0:39:50 > 0:39:53particularly if we think there is some action we can take.
0:39:53 > 0:39:56We may tell you, depending on the sort of investment that you've made
0:39:56 > 0:39:59or the sort of contact you've had, we may direct you to say,
0:39:59 > 0:40:02actually, this is a matter for the police.
0:40:02 > 0:40:04And you can find lots more information
0:40:04 > 0:40:06on how to avoid scams on our website. It's...
0:40:17 > 0:40:19Here at Rip-Off Britain,
0:40:19 > 0:40:22we're always ready to investigate more of your stories.
0:40:22 > 0:40:25Confused over your bills, trying to wade through
0:40:25 > 0:40:26never-ending small print?
0:40:26 > 0:40:29When they sit you down to sign up for things, they don't really give
0:40:29 > 0:40:32you the chance or the time to read through all of that small print.
0:40:32 > 0:40:35Unsure what to do when you discover you've lost out,
0:40:35 > 0:40:38and that great deal has ended up costing you money?
0:40:38 > 0:40:40I was horrified.
0:40:40 > 0:40:43And I haven't got that sort of money to waste like that.
0:40:43 > 0:40:46You might have a cautionary tale of your own and want to share
0:40:46 > 0:40:49the mistakes you've made with us, so that others don't do the same.
0:40:51 > 0:40:52You can write to us at...
0:41:01 > 0:41:04Or send us an e-mail, to...
0:41:07 > 0:41:11The Rip-Off team is ready and waiting to investigate your stories.
0:41:12 > 0:41:14Well, that's just about it for today,
0:41:14 > 0:41:18but I hope we've given you plenty of tips on what to watch out for
0:41:18 > 0:41:21so that your money stays where it belongs - with you.
0:41:21 > 0:41:24Of course, the scary thing about scams is that new ones pop up
0:41:24 > 0:41:28all the time, so a warning. Do stay on your guard.
0:41:28 > 0:41:31And please tell us about any of the ones you've come across, so that we
0:41:31 > 0:41:34can pass that intelligence on to as many people as we possibly can.
0:41:34 > 0:41:37Just in case you still need a little bit of help spotting one,
0:41:37 > 0:41:39here are a couple of headlines.
0:41:39 > 0:41:42If you've been talked into handing over your cash on a promise
0:41:42 > 0:41:44that doesn't come true,
0:41:44 > 0:41:47or if someone asks you to hand over your bank details, well,
0:41:47 > 0:41:51in our book, those are scams, however convincing they may seem.
0:41:51 > 0:41:55Just be very wary. And on that note, I'm afraid we have to leave you.
0:41:55 > 0:42:01We will be back soon with lots more information. Until then, bye-bye.
0:42:13 > 0:42:17Subtitles by Red Bee Media Ltd