Episode 9

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0:00:02 > 0:00:05We asked you to tell us who has left you feeling ripped off.

0:00:05 > 0:00:08And you contacted us in your thousands

0:00:08 > 0:00:12by post, email, even stopping us on the street.

0:00:12 > 0:00:14And the message could not be clearer.

0:00:15 > 0:00:19There's too much focus on profit and less on customer care.

0:00:19 > 0:00:23It's so hard to complain. Companies make it so difficult to complain.

0:00:23 > 0:00:26You told us that with money tighter than ever,

0:00:26 > 0:00:29you need to be sure every pound you spend is worth it.

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 > 0:00:41we'll find out why you're out of pocket

0:00:41 > 0:00:43and what you can do about it.

0:00:43 > 0:00:46Your stories, your money. This is Rip-Off Britain.

0:00:49 > 0:00:51Hello. Welcome to Rip-Off Britain,

0:00:51 > 0:00:55the series where we get to the bottom of the problems you've asked us to investigate.

0:00:55 > 0:00:58Whether you're out of pocket by pounds or pennies,

0:00:58 > 0:01:00the frustration is the same,

0:01:00 > 0:01:04and never more so when you've been hit with costs you hadn't expected to pay.

0:01:04 > 0:01:08Absolutely right. Because it's those charges that seem to come from nowhere

0:01:08 > 0:01:10which you often tell us drive you mad.

0:01:10 > 0:01:14And perhaps what's most worrying about the examples we're going to be hearing about today

0:01:14 > 0:01:18is that they're all pretty much situations that any one of us could very easily find ourselves in.

0:01:18 > 0:01:22And maybe that's why so many of you have already been caught out.

0:01:22 > 0:01:28But don't panic. Because sometimes, however much of a shock you may have got when the bill first arrived,

0:01:28 > 0:01:33if you look that bit closer, you could find that you may have anticipated some of those charges.

0:01:33 > 0:01:36So we're going to have some advice which hopefully

0:01:36 > 0:01:39will try and stop at least some of them heading your way.

0:01:40 > 0:01:44On today's programme, the families billed hundreds of pounds

0:01:44 > 0:01:46for something they never knew they'd bought.

0:01:46 > 0:01:51I said to him, "Do you realise what you've done? When you were playing that game, you said it was free."

0:01:51 > 0:01:52Findlay was devastated.

0:01:52 > 0:01:57All he could say through his tears was, "Daddy, it said it was free. It was free!"

0:01:57 > 0:02:00Why this woman faces losing her home

0:02:00 > 0:02:04because of a bill that's rocketed from £30 a year to £10,000.

0:02:04 > 0:02:07I thought, "Where on earth am I going to find that kind of money?

0:02:07 > 0:02:10"This is not possible." I just couldn't believe it.

0:02:10 > 0:02:12Plus all the action from our pop-up shop.

0:02:14 > 0:02:19Don't you just hate it when a regular payment suddenly goes up?

0:02:19 > 0:02:22So put yourself in the shoes of teacher April Evans

0:02:22 > 0:02:25who, after years of paying an annual charge of £30.

0:02:25 > 0:02:31has now seen it rocket to 10,000, and it seems there's not much she can do about it.

0:02:32 > 0:02:35Hoylake, on The Wirral, is where for the last 34 years

0:02:35 > 0:02:41secondary school teacher April Evans has called this three-bed property by the sea home.

0:02:41 > 0:02:44It's easy to see why she's so attached to it.

0:02:44 > 0:02:48And it was this view that captivated April back in 1979

0:02:48 > 0:02:52when she and her former husband bought the lease on this land

0:02:52 > 0:02:53and built their new home on it.

0:02:53 > 0:02:56When we built the house, it was very exciting.

0:02:56 > 0:02:59It was quite a nerve-wracking time as well

0:02:59 > 0:03:01because you think that things are going to go wrong

0:03:01 > 0:03:03and you're not going to manage it.

0:03:03 > 0:03:06But at the end of the day, it paid off.

0:03:06 > 0:03:09Because we had a house with a lovely view in Hoylake.

0:03:09 > 0:03:15In the late 1970s, the land was split into four very desirable sea-front plots

0:03:15 > 0:03:19that were leased out to people like April who wanted to build a house here.

0:03:19 > 0:03:21Like any leasehold contract,

0:03:21 > 0:03:24April and her ex-husband would own the house itself,

0:03:24 > 0:03:27but the land would remain the property of the landlord.

0:03:27 > 0:03:31We had a solicitor who was acting for us

0:03:31 > 0:03:34who pointed out that it was leasehold.

0:03:34 > 0:03:36But that wasn't a problem.

0:03:36 > 0:03:39We bought the right to build on it.

0:03:39 > 0:03:42We didn't actually buy the land.

0:03:42 > 0:03:45The duration of the lease was 999 years.

0:03:45 > 0:03:51And when we started to build, there were at least 960 years left on it.

0:03:51 > 0:03:54People were saying to us, "It's as good as freehold.

0:03:54 > 0:03:58"It's going to see you out in your time. It's not a problem."

0:03:58 > 0:04:00The couple signed a leasehold contract

0:04:00 > 0:04:04that committed them to pay the landlords £30 a year in ground rent.

0:04:04 > 0:04:06They built their house, moved in,

0:04:06 > 0:04:09and over the next three decades, April brought up the family there.

0:04:09 > 0:04:12And all was well until June 2010

0:04:12 > 0:04:16when the management company that collects the ground rent on behalf of the landlord

0:04:16 > 0:04:18delivered some shocking news.

0:04:18 > 0:04:24My ground rent for the year was now going up from £30 to £10,000 a year.

0:04:24 > 0:04:28Such a huge rise meant that April's landlord wanted her to pay

0:04:28 > 0:04:32more than 330 times her current ground rent.

0:04:32 > 0:04:35£10,000 a year is a lot of money.

0:04:35 > 0:04:38I was a part-time teacher at the time.

0:04:38 > 0:04:41I thought, "Where on earth am I going to find that kind of money?

0:04:41 > 0:04:43"This is not possible." I just couldn't believe it.

0:04:43 > 0:04:47I was shocked and angry and confused.

0:04:47 > 0:04:50But there was nothing April could do.

0:04:50 > 0:04:53The lease she and her former husband signed when they built the house

0:04:53 > 0:04:58clearly states that the landlord can review the ground rent every 33 years.

0:04:58 > 0:05:01I thought it must have been some awful mistake.

0:05:01 > 0:05:03This shouldn't be allowed to happen.

0:05:03 > 0:05:07It's too much of a rapid rise.

0:05:07 > 0:05:09Unfortunately for April,

0:05:09 > 0:05:12the clause in the lease agreement is very clear

0:05:12 > 0:05:15and the company that owns the land is completely within its rights

0:05:15 > 0:05:17to put up the ground rent.

0:05:17 > 0:05:21April was aware that the amount she paid was due to go up,

0:05:21 > 0:05:24but is struggling to understand why it's gone up so much.

0:05:24 > 0:05:29I would have needed a crystal ball to see the amount that it actually rose.

0:05:29 > 0:05:32I was expecting a reasonable amount.

0:05:32 > 0:05:37My £30 to go up to possibly £200 a year. I would have felt that that was reasonable.

0:05:37 > 0:05:39In fact, though it's hard to imagine

0:05:39 > 0:05:42anyone would welcome such a huge rise,

0:05:42 > 0:05:46it seems the proposed increase isn't out of line with what the land is worth.

0:05:46 > 0:05:48But it's money April can't afford

0:05:48 > 0:05:50and had never realised she could be asked to pay.

0:05:53 > 0:05:56She's tried asking if the increase could be smaller

0:05:56 > 0:05:59and although the landlord and property management company

0:05:59 > 0:06:03is not putting her under any pressure or imminent deadline

0:06:03 > 0:06:05and has expressed sympathy for her situation,

0:06:05 > 0:06:08she will, at some point, end up having to pay.

0:06:08 > 0:06:11One option might be for her to buy the freehold herself

0:06:11 > 0:06:15but that could cost up to £160,000.

0:06:16 > 0:06:19In order to buy the freehold, I would have to actually sell the house.

0:06:19 > 0:06:21Because I haven't got that kind of capital

0:06:21 > 0:06:24or even with a whip-round my family and friends,

0:06:24 > 0:06:28I'm not able to raise that kind of money now.

0:06:28 > 0:06:32All of which means April is faced with having to sell her family home,

0:06:32 > 0:06:35a house full of memories of the last three decades.

0:06:35 > 0:06:41I'm so upset most of the time, I can wake up in the middle of the night

0:06:41 > 0:06:44and then I can't get back to sleep for the worry.

0:06:44 > 0:06:46And unfortunately for April,

0:06:46 > 0:06:48according to this property expert,

0:06:48 > 0:06:50there's nothing else she can do.

0:06:50 > 0:06:54In the eyes of the law, she freely entered into a contract with another party.

0:06:54 > 0:06:55She signed it of her own free will.

0:06:55 > 0:06:57She's taken advice all the way through.

0:06:57 > 0:07:01There's been no coercion, no suggestion that she's been bullied

0:07:01 > 0:07:03or strong armed.

0:07:03 > 0:07:07That's terribly sad, but I'm afraid that this is a commercial agreement

0:07:07 > 0:07:10and one that the law will ensure is enforced.

0:07:10 > 0:07:15While cases like this don't mean leasehold purchases should be avoided,

0:07:15 > 0:07:18it does mean you should take professional advice.

0:07:18 > 0:07:21A word of warning to anybody who is looking to buy a new lease

0:07:21 > 0:07:23on a new development today.

0:07:23 > 0:07:26Please bear in mind that some developers

0:07:26 > 0:07:29are increasing the frequency of ground rent reviews

0:07:29 > 0:07:35and they're installing calculations, tables, by which you are able to increase that rent

0:07:35 > 0:07:38perhaps double or even triple it, every decade.

0:07:38 > 0:07:40So take advice when it comes to buying a leasehold property

0:07:40 > 0:07:43and make sure you're not storing up a potential time bomb

0:07:43 > 0:07:47for somebody who comes to buy your flat in years to come.

0:07:48 > 0:07:50Meanwhile, April is facing up to the fact

0:07:50 > 0:07:54that the only way to pay what she owes is to sell her home.

0:07:54 > 0:07:58Her best option seems to be to combine a sale with the purchase of the freehold

0:07:58 > 0:08:01so she can sell the land and the house together.

0:08:01 > 0:08:06But all that will cost tens of thousands of pounds she doesn't have.

0:08:06 > 0:08:11And by the end of it, she'll walk away with a fraction of the money she thought she could retire on.

0:08:15 > 0:08:19Every emotion under the sky, through shock, horror,

0:08:19 > 0:08:22sleepless nights, worry.

0:08:22 > 0:08:26How on earth could this happen to me?

0:08:28 > 0:08:31We contacted the surveyors who represent the landlord.

0:08:31 > 0:08:34They told us they'd gone out of their way to accommodate April

0:08:34 > 0:08:37to the point that the matter has been put on hold

0:08:37 > 0:08:39until she sells her home.

0:08:39 > 0:08:42At which point April will have to pay the full amount of rent

0:08:42 > 0:08:44out of the proceeds of sale.

0:08:44 > 0:08:48They reiterated that they've not put her under any pressure.

0:08:48 > 0:08:51But for April, knowing that she'll have to pay eventually

0:08:51 > 0:08:53has caused a huge amount of unexpected stress.

0:08:53 > 0:08:59Her case is a reminder of the need to take professional advice when entering into any long-term contract

0:08:59 > 0:09:02because a clause that may not present obvious problems at the time you sign

0:09:02 > 0:09:06may turn out to have unexpected repercussions later on.

0:09:06 > 0:09:09This is my retirement. I was going to retire to this house.

0:09:09 > 0:09:13I was going to potentially downsize in my 80s

0:09:13 > 0:09:16and live in a nice bungalow and afford to be able to buy somewhere

0:09:16 > 0:09:18hopefully still here in Hoylake.

0:09:18 > 0:09:22But now it's just not possible. It can't happen.

0:09:27 > 0:09:32Whenever you see someone glued to a Smartphone or a tablet,

0:09:32 > 0:09:34it may look as if they're hard at work.

0:09:34 > 0:09:38But chances are, they're engrossed in one of the apps they've downloaded.

0:09:38 > 0:09:40Now, these apps, short for applications,

0:09:40 > 0:09:44can be anything from games to sophisticated programs

0:09:44 > 0:09:46that let you shop, book a holiday

0:09:46 > 0:09:49or turn your device into a sat-nav or indeed a television.

0:09:49 > 0:09:51As you know, there's an app for any occasion

0:09:51 > 0:09:53and it's because they're so easy to use

0:09:53 > 0:09:57that they have so quickly become indispensable for many.

0:10:00 > 0:10:04Kids who've got into trouble with apps have made the headlines this year.

0:10:05 > 0:10:08Take this little chap, six-year-old Danny Kitchen.

0:10:08 > 0:10:13In March, he hit the papers after he ran up a whopping £1,700 bill

0:10:13 > 0:10:15on his parents' iPad by mistake

0:10:15 > 0:10:18whilst playing an apparently free game.

0:10:18 > 0:10:21I like zombie games, card games,

0:10:21 > 0:10:23monster games,

0:10:23 > 0:10:25dinosaur games.

0:10:25 > 0:10:28Mum Sharon explains how it happened.

0:10:28 > 0:10:31We were all in this room. He was playing on the iPad

0:10:31 > 0:10:33and I recall him saying to his dad,

0:10:33 > 0:10:38"Can I have the pass code?", and he said, "No."

0:10:38 > 0:10:44So he said, "Please, it's a free game. I really want to play this game."

0:10:44 > 0:10:48Again, I recall Greg keying in the pass code

0:10:48 > 0:10:50and he gave it back to Danny.

0:10:50 > 0:10:54In order to obtain even free items from the App Store,

0:10:54 > 0:10:59you have to enter a password, a precautionary measure to stop lots of things being downloaded.

0:10:59 > 0:11:02Danny played the free game for around ten minutes

0:11:02 > 0:11:05and when he stopped, the family thought no more about it.

0:11:06 > 0:11:08Until the next day, that is,

0:11:08 > 0:11:12when Sharon received a call from the family's credit card company

0:11:12 > 0:11:15asking about unusual activity on their card.

0:11:15 > 0:11:18An awful lot had suddenly been spent on their iTunes account.

0:11:18 > 0:11:22We received a phone call from the credit card provider

0:11:22 > 0:11:27saying was it normal that this amount of transactions had gone through.

0:11:27 > 0:11:31At that time, it was £1,300.

0:11:31 > 0:11:37I put two and two together and recalled Danny playing on the iPad the day before.

0:11:37 > 0:11:43And just quickly went into my emails and examined them.

0:11:43 > 0:11:46Whenever money is spent on iTunes, you get a receipt.

0:11:46 > 0:11:49And Sharon could see that she'd received lots of them.

0:11:49 > 0:11:54Another one. 333 keys, 69.99.

0:11:54 > 0:11:57But she didn't instantly understand what they were for.

0:11:57 > 0:12:02The only description that was on the emails were "keys" and "bombs".

0:12:02 > 0:12:05So I was still baffled and thought this must be a mistake.

0:12:05 > 0:12:10Because you can't buy keys and bombs!

0:12:10 > 0:12:12Not real ones, of course.

0:12:12 > 0:12:16But you can buy pretend keys and bombs in the game that Danny had been playing.

0:12:16 > 0:12:19It turned out he'd unintentionally bought them

0:12:19 > 0:12:22at a hefty £69 a pop

0:12:22 > 0:12:25in what's called "in-app" purchases within the game.

0:12:25 > 0:12:27Now, although the game itself is free as you play,

0:12:27 > 0:12:31messages pop up asking if you'd like to buy various items

0:12:31 > 0:12:32to help you proceed.

0:12:32 > 0:12:36Not appreciating there was a charge each time, Danny said yes.

0:12:37 > 0:12:39I said to him, "Do you realise what you've done?

0:12:39 > 0:12:42"When you were playing that game, you said it was free."

0:12:42 > 0:12:47And he said, "But it was!" And he got quite upset.

0:12:47 > 0:12:51Confused as to how Danny could have spent such a huge amount of money in just ten minutes,

0:12:51 > 0:12:55his parents contacted iPad manufacturer Apple.

0:12:55 > 0:12:58The company explained that after you first enter your password,

0:12:58 > 0:13:00which Danny's dad had done for him,

0:13:00 > 0:13:05there's a 15-minute window in which purchases can be made without needing to enter it again.

0:13:05 > 0:13:09And poor Danny had racked up that enormous bill in that brief time.

0:13:09 > 0:13:13All Sharon could do was explain the situation to Apple

0:13:13 > 0:13:15and hope that they would be sympathetic.

0:13:16 > 0:13:19We had two days of worry.

0:13:19 > 0:13:23That was when the panic began to set in

0:13:23 > 0:13:25and I started to think

0:13:25 > 0:13:28we could possibly not get our money back.

0:13:29 > 0:13:34Apple then told the family that Danny had spent a total of just over £1,700.

0:13:34 > 0:13:37Luckily, after a few days of waiting and uncertainty,

0:13:37 > 0:13:40the Kitchens had a full refund.

0:13:40 > 0:13:43But it's made them extremely wary of what the children are playing.

0:13:43 > 0:13:49My message to other families would be to make sure that they are very careful

0:13:49 > 0:13:51with what the children are playing with.

0:13:51 > 0:13:55And to analyse the games that they're playing

0:13:55 > 0:13:59because when it says "free", it doesn't necessarily mean "free".

0:14:00 > 0:14:02Lots of games that are free to play

0:14:02 > 0:14:04have these in-app purchases.

0:14:04 > 0:14:07But plenty of children like Danny have found that out too late.

0:14:08 > 0:14:10This is Findlay Copeland.

0:14:10 > 0:14:13Like any eight-year-old, he likes to keep himself entertained.

0:14:13 > 0:14:16Findlay will play on the computer most days.

0:14:16 > 0:14:20He loves the games. You can often hear him laughing away.

0:14:20 > 0:14:21We've never had a problem before.

0:14:21 > 0:14:23Whenever he has an iPhone,

0:14:23 > 0:14:28he will always ask whether he can download a particular app

0:14:28 > 0:14:30and he'll show it to us.

0:14:30 > 0:14:36But one Saturday morning, the calm of the Copeland household was disturbed by an unwelcome discovery.

0:14:36 > 0:14:39We came upstairs where my husband was

0:14:39 > 0:14:46and he immediately sat Findlay down and said, "Sometimes people do things that are wrong

0:14:46 > 0:14:49"but they don't realise they're wrong when they're doing it."

0:14:49 > 0:14:53At that point I could tell this was something quite serious.

0:14:53 > 0:14:57Findlay's dad had come across reams of receipts from iTunes.

0:14:57 > 0:15:00Once we totted it all up,

0:15:00 > 0:15:04we came to the sum of just over £400.

0:15:04 > 0:15:07All done very, very quickly.

0:15:07 > 0:15:09Findlay was devastated.

0:15:09 > 0:15:14All he could say through his tears was, "But Daddy, it said it was free. It was free."

0:15:14 > 0:15:18Findlay knows the password for his parents iTunes account,

0:15:18 > 0:15:21which is how he was able to download the in-app purchases.

0:15:21 > 0:15:23But because what he'd bought was virtual,

0:15:23 > 0:15:26he hadn't realised it was costing real money.

0:15:26 > 0:15:30Never before have we had this happen to us.

0:15:30 > 0:15:32Never before have we had this problem.

0:15:32 > 0:15:37He'll ask us. "This game is such and such, can I download it?

0:15:37 > 0:15:41"It says it's free, or it's 69p", or whatever.

0:15:41 > 0:15:43And we will say, "Yes, you can" or "No, you can't."

0:15:43 > 0:15:45We'll have a look at it and see what it's like.

0:15:45 > 0:15:48He is trusted with the password.

0:15:48 > 0:15:52To avoid getting caught out the same way on iPhones and iPads,

0:15:52 > 0:15:56it's quite simple to disable the in-app purchase function.

0:15:56 > 0:15:58In the settings menu under restrictions,

0:15:58 > 0:16:00make sure you've set it to "off".

0:16:00 > 0:16:02They usually come with it set to "on".

0:16:03 > 0:16:06Incidentally, the company behind the game Danny played

0:16:06 > 0:16:08didn't comment on the price of his purchases

0:16:08 > 0:16:12but told us it's essential for parents to guide and assist children

0:16:12 > 0:16:15when buying online, and to evaluate the costs.

0:16:15 > 0:16:18And they say they strictly follow all relevant guidelines.

0:16:18 > 0:16:21When we contacted Apple about the Copelands' case,

0:16:21 > 0:16:26they said they could only investigate once the family raises its concerns direct with them.

0:16:26 > 0:16:30But the best advice for this and all other company's devices,

0:16:30 > 0:16:34is to make sure you don't share your password with anyone,

0:16:34 > 0:16:35not even your own kids.

0:16:35 > 0:16:38Treat it like you would the pin number on a bank card.

0:16:38 > 0:16:42And so that you don't get a whopping bill like Danny's family did,

0:16:42 > 0:16:47keep in mind that there can be that window of time after you enter the password

0:16:47 > 0:16:49when additional in-app purchases can be made

0:16:49 > 0:16:51without having to enter it in again.

0:16:51 > 0:16:54The Office of Fair Trading is investigating

0:16:54 > 0:16:57whether children are being unfairly encouraged or pressured

0:16:57 > 0:17:01to pay for additional content in free app-based games

0:17:01 > 0:17:03and they'll report back later this year.

0:17:03 > 0:17:08In the meantime, irate mums Sharon and Annie know exactly what they think.

0:17:08 > 0:17:12I'm shocked by the developers of the games

0:17:12 > 0:17:15that they manage to get away with what they're selling.

0:17:15 > 0:17:20I feel the developers of these programmes know exactly what they're doing.

0:17:20 > 0:17:24It is a cynical exercise to target children.

0:17:24 > 0:17:29They know they can make a lot of money very, very quickly

0:17:29 > 0:17:32with these in-app purchases.

0:17:32 > 0:17:38It's misleading. Totally, totally misleading.

0:17:46 > 0:17:50We've opened up our annual pop-up shop. This year, we were in Liverpool,

0:17:50 > 0:17:53where for one weekend our team of experts was on hand

0:17:53 > 0:17:57not just to try and solve your consumer problems face to face,

0:17:57 > 0:18:01but to run street workshops full of practical tips and advice.

0:18:02 > 0:18:05Set parental controls to keep your children safe.

0:18:05 > 0:18:08And check reviews and ratings.

0:18:09 > 0:18:12Back inside, you kept us all very busy

0:18:12 > 0:18:15with a common theme wanting information on how to get your money back.

0:18:15 > 0:18:20It's going to cost you £35, I believe, to make that claim.

0:18:20 > 0:18:22I would think it's probably a good investment.

0:18:24 > 0:18:27Mary is hoping communications expert David McClelland

0:18:27 > 0:18:30can help after finding herself unexpectedly out of pocket

0:18:30 > 0:18:34following a call she made to a directory enquiry service.

0:18:34 > 0:18:37They gave me the number and asked would I like to be put through.

0:18:37 > 0:18:39So I said yes.

0:18:39 > 0:18:44When I got my bill through for the call from the provider that I used,

0:18:44 > 0:18:46there was a £50 charge.

0:18:46 > 0:18:53What I did was, I rang my provider up and asked them how come I'd been charged £50 for this call.

0:18:53 > 0:18:57What they said to me was, it's happening all the time

0:18:57 > 0:18:59and there's nothing you can do about it.

0:18:59 > 0:19:03The problem is this. When you phone one of these 118 directory services,

0:19:03 > 0:19:05they do charge quite a bit of money.

0:19:05 > 0:19:08Now, if they ask, "Can we put you through?"

0:19:08 > 0:19:11then they will carry on charging you that same rate

0:19:11 > 0:19:13for the duration of that call.

0:19:13 > 0:19:17Ofcom has been doing some investigation into directory services numbers

0:19:17 > 0:19:20and they have asked that these services be simplified.

0:19:20 > 0:19:23That hasn't happened yet, but hopefully that will happen soon.

0:19:23 > 0:19:27So what I recommend is you do put through a formal complaint to them

0:19:27 > 0:19:29using their complaints procedure.

0:19:29 > 0:19:33Am I right in thinking that they didn't tell you

0:19:33 > 0:19:36that they would carry on charging you for the call they connected?

0:19:36 > 0:19:39No, they didn't tell me. They just asked would I like to be put through.

0:19:39 > 0:19:44If I were you, as part of your complaint you say, "At no point in the call was I made aware

0:19:44 > 0:19:48"that by you putting me through that I would carry on being charged

0:19:48 > 0:19:52"and now I've got a £50 bill as a result of this."

0:19:52 > 0:19:56See what they say. If they come back to you with something that isn't to your satisfaction,

0:19:56 > 0:19:59then I suggest you go through either Ombudsman Services

0:19:59 > 0:20:03or one of the independent alternate dispute resolution services

0:20:03 > 0:20:05and see if they will find in your favour.

0:20:05 > 0:20:07It's a bitter lesson to learn

0:20:07 > 0:20:09with one of these 118 numbers,

0:20:09 > 0:20:11particularly when you're in a panic.

0:20:11 > 0:20:15- The other thing is, you won't make that mistake again!- No.

0:20:17 > 0:20:20Someone else feeling they've had a raw deal was Roger.

0:20:20 > 0:20:23He wanted advice from finance expert James Daley

0:20:23 > 0:20:27about a tracker mortgage that seems to be drastically varying its terms.

0:20:28 > 0:20:31I signed up for a tracker mortgage in 2007.

0:20:31 > 0:20:36A few months ago, they wrote to me saying they were increasing my tracker rate

0:20:36 > 0:20:41from 1.5 per cent to 2.49 per cent in May.

0:20:41 > 0:20:45- And then in October, it's going to 4.49 per cent.- Wow.

0:20:45 > 0:20:47- Which is a big... - That's a big leap, isn't it?

0:20:47 > 0:20:50Roger checked his mortgage documents

0:20:50 > 0:20:53and in the small print, there was a clause saying whenever it wanted to,

0:20:53 > 0:20:56his bank could change the rate of interest.

0:20:56 > 0:20:59What they're saying is, "We inserted a little clause in the small print

0:20:59 > 0:21:03"that says, actually, although you've got a base rate tracker,

0:21:03 > 0:21:06"we can do what we like if we feel we get ourselves into difficulty."

0:21:06 > 0:21:11It is perfectly reasonable for you to have expected this to track the Bank of England base rate.

0:21:11 > 0:21:14That's what they called the product, a base rate tracker.

0:21:14 > 0:21:16That's not what it's doing any more.

0:21:16 > 0:21:19Roger wrote to his bank complaining about the change in terms

0:21:19 > 0:21:22and was astounded at the letter they sent back.

0:21:22 > 0:21:24They wrote back, giving the reasons for the increase.

0:21:24 > 0:21:29Because of the current financial situation, the cost of providing mortgages has gone up.

0:21:29 > 0:21:33This is basically saying the product we sold you isn't really what you thought it was.

0:21:33 > 0:21:37"We can do whatever we want to if things get bad enough for us as a company."

0:21:37 > 0:21:40We don't think that's the way companies should be writing business.

0:21:40 > 0:21:43You've done the right thing, made that complaint.

0:21:43 > 0:21:45Now you need to take it on to the Financial Ombudsman Service.

0:21:45 > 0:21:48- I've done that.- Great. - What was their response?

0:21:48 > 0:21:52They wrote to me saying, "We've looked at it and we're going to investigate it further."

0:21:52 > 0:21:54I'm pretty confident you'll get the right outcome here.

0:21:54 > 0:21:56Let us know what happens as a result of this

0:21:56 > 0:21:59because we'd like to keep track of this, as well.

0:22:01 > 0:22:03Still to come on Rip-Off Britain:

0:22:03 > 0:22:06Just when you thought driving couldn't get any more expensive,

0:22:06 > 0:22:10we reveal a charge that you'd probably never expect.

0:22:10 > 0:22:13When I got the bill, I was absolutely mortified.

0:22:13 > 0:22:16My immediate reaction was, "Where was the proof?"

0:22:17 > 0:22:21Now, here's something that, judging by the emails you send us,

0:22:21 > 0:22:23catches out an awful lot of you.

0:22:23 > 0:22:27Adverts that pop up on your computer screen that seem to offer a great deal

0:22:27 > 0:22:31but which end up costing a lot more than you bargained for.

0:22:34 > 0:22:37Jan Hickman from the Isle of Wight leads a busy life.

0:22:37 > 0:22:39If she's not looking after her four children,

0:22:39 > 0:22:42she's out performing as a belly dancer.

0:22:48 > 0:22:51What appeals to me about belly dancing

0:22:51 > 0:22:54is that it appeals to my creative nature.

0:22:54 > 0:22:57I always wanted to be a ballet dancer, but I was too big for that.

0:22:57 > 0:23:00I found these belly dancing classes

0:23:00 > 0:23:02and it's great fun, a way to keep fit,

0:23:02 > 0:23:05socialising and we get to wear lots of great costumes

0:23:05 > 0:23:08and it makes you feel good about yourself.

0:23:09 > 0:23:11But Jan wasn't left feeling so good

0:23:11 > 0:23:14after taking up an offer which seemed just too good to miss.

0:23:14 > 0:23:17She was on her computer one day last year

0:23:17 > 0:23:19when an advert suddenly popped up on the screen.

0:23:19 > 0:23:23Jan was being offered the chance to pay just £3.52

0:23:23 > 0:23:25for a voucher worth £35,

0:23:25 > 0:23:29ten times the value, to spend on her next supermarket shop.

0:23:29 > 0:23:31But if she wanted it, she'd have to act fast.

0:23:31 > 0:23:37They said, "If you want to win this voucher, there's a countdown, like 20, 19, 18."

0:23:37 > 0:23:40I thought, "If I don't click on it, I won't get it. I'll miss it."

0:23:40 > 0:23:42So I had to make a split decision.

0:23:42 > 0:23:46So I clicked on it. It said, "Congratulations. You've won the voucher.

0:23:46 > 0:23:48"Now proceed to checkout."

0:23:48 > 0:23:50With an admin fee, the total she needed to pay

0:23:50 > 0:23:52was just £4.52,

0:23:52 > 0:23:56so Jan was confident she'd bagged herself and her family a bargain.

0:23:56 > 0:24:00Once I'd won the item, it said, "Welcome to Ziinga.com.

0:24:00 > 0:24:04"Please pay this amount and your voucher will be on its way to you."

0:24:04 > 0:24:09So I thought, "I'll put my card details in", and I was really pleased.

0:24:09 > 0:24:12Not yet realising the significance of the message "Welcome to Ziinga",

0:24:12 > 0:24:15Jan looked forward to cashing the voucher in.

0:24:15 > 0:24:18But the next time she tried to use the card she'd bought it with,

0:24:18 > 0:24:20she had an unwelcome surprise.

0:24:20 > 0:24:24We went to the petrol station. I knew I had a certain amount of money in my account.

0:24:24 > 0:24:28So I thought, "I can legitimately put this amount in. Not a problem."

0:24:28 > 0:24:31So I put the amount in and offered my card

0:24:31 > 0:24:34and it said, "Card declined." I was quite shocked.

0:24:34 > 0:24:37Confused as to why there were insufficient funds in her account,

0:24:37 > 0:24:40Jan had to ask her husband Terry to pay instead.

0:24:40 > 0:24:45I was quite shocked to find we didn't have any funds to pay for it in my wife's account.

0:24:45 > 0:24:50Which is unusual, because she's normally so careful with our monthly budget.

0:24:50 > 0:24:53'It did make for a lively discussion on the way home.

0:24:53 > 0:24:55'"Where's it gone? What have you done with it?"'

0:24:55 > 0:24:59My wife was very adamant that the money should be there.

0:24:59 > 0:25:03She was confused herself as to where it could have gone.

0:25:03 > 0:25:08Jan immediately checked her bank statements online to see what was going on.

0:25:08 > 0:25:11I realised that some money had gone out of my account

0:25:11 > 0:25:15and it said "Ziinga.com".

0:25:15 > 0:25:22Jan was confused to see that instead of the £4.52 she had expected to pay for the voucher and admin fee,

0:25:22 > 0:25:27the auction site Ziinga.com had taken a further £35 from her account.

0:25:27 > 0:25:29Thinking that the company had made an error,

0:25:29 > 0:25:30she got straight on the phone to them,

0:25:30 > 0:25:33but quickly found out it was she that had made the mistake.

0:25:33 > 0:25:38Without realising it, she'd unwittingly signed a membership contract with the company.

0:25:38 > 0:25:41To my horror, what they said was,

0:25:41 > 0:25:43that by entering my credit card details,

0:25:43 > 0:25:49I was entering into a tacit agreement to join and pay £35 a month.

0:25:49 > 0:25:51To me, that's an awful lot of money.

0:25:51 > 0:25:54That's the difference between eating beans on toast for a week

0:25:54 > 0:25:57or actually having some fruit and vegetables and running my car.

0:25:57 > 0:26:02So I said, "No way", and I demanded my money back.

0:26:02 > 0:26:04In her excitement to get the voucher,

0:26:04 > 0:26:07Jan hadn't seen the small print in the terms and conditions

0:26:07 > 0:26:10tying her in to a three-month contract with Ziinga,

0:26:10 > 0:26:14which meant the £3.52 voucher she thought she was signing up for

0:26:14 > 0:26:18would end up costing her almost £110.

0:26:18 > 0:26:22I was horrified. I haven't got that sort of money to waste like that.

0:26:22 > 0:26:25Jan also discovered, again without knowing it,

0:26:25 > 0:26:28she'd entered into what's known as a "continuous payment authority"

0:26:28 > 0:26:30with Ziinga.com.

0:26:30 > 0:26:32As we've highlighted before

0:26:32 > 0:26:34these are often used by companies

0:26:34 > 0:26:36so that they can take payments automatically

0:26:36 > 0:26:38without needing to keep getting permission.

0:26:38 > 0:26:44For Jan, not only could Ziinga take £35 out of her account every month for a minimum of three months,

0:26:44 > 0:26:49but they could keep doing it after that until she cancelled.

0:26:49 > 0:26:53Jan was locked into a membership scheme she'd never wanted and couldn't afford.

0:26:53 > 0:26:55She went to her bank for help,

0:26:55 > 0:26:57but they told her they was nothing they could do

0:26:57 > 0:26:59and they couldn't stop the payments.

0:26:59 > 0:27:01It was a continuous payment

0:27:01 > 0:27:08and Ziinga could go in and take different amounts at different times of the month without my permission.

0:27:08 > 0:27:11I had no say in it whatsoever. I was really upset.

0:27:11 > 0:27:16The only way to stop it was to get Ziinga to give me a cancellation order

0:27:16 > 0:27:19which I could take to my bank like a naughty child

0:27:19 > 0:27:24and say, "Here's the cancellation. Don't let them take any more money."

0:27:24 > 0:27:28In fact, the advice Jan got from her bank wasn't correct.

0:27:28 > 0:27:30They could have stopped her payments to Ziinga.

0:27:30 > 0:27:34But in this kind of situation, it's not unusual for the banks to get it wrong,

0:27:34 > 0:27:37as money expert Ed Bowsher explains.

0:27:37 > 0:27:40Surveys have shown around 40% of bank staff

0:27:40 > 0:27:43don't understand that the rules have changed.

0:27:43 > 0:27:45Banks can now cancel these payments

0:27:45 > 0:27:48and if they're asked to cancel them, they should do so.

0:27:48 > 0:27:53Luckily for Jan, she did manage to cancel her arrangement direct with Ziinga.com

0:27:53 > 0:27:56and didn't have to pay the full three months' membership.

0:27:56 > 0:27:57But that came at a price.

0:27:57 > 0:28:01They charged her £35 for the privilege of cancelling

0:28:01 > 0:28:03and, to add insult to injury,

0:28:03 > 0:28:08she never got the supermarket voucher that had started all this unexpected hassle.

0:28:08 > 0:28:13I was really upset. I thought I'd better let the £35 go

0:28:13 > 0:28:16and call it a good lesson learned.

0:28:16 > 0:28:20But I was very upset by it.

0:28:20 > 0:28:22And there are others who'd say the same.

0:28:22 > 0:28:24After investigating similar complaints,

0:28:24 > 0:28:29the Advertising Standards Authority has found Ziinga.com's adverts to be misleading

0:28:29 > 0:28:33because people who'd believed they were getting great deals and even free products,

0:28:33 > 0:28:37ended up, like Jan, signed up to a three-month membership scheme.

0:28:38 > 0:28:41So, has the company now made their adverts any clearer?

0:28:41 > 0:28:47Well, judging by the number of complaints in the Rip-Off Britain mailbox since then, it seems not.

0:28:47 > 0:28:51Dozens of you have told us that without realising it until it was too late,

0:28:51 > 0:28:54you've signed up to regular payments to Ziinga.com.

0:28:54 > 0:28:58We asked Ziinga about their sign-up policy

0:28:58 > 0:29:00and whether their conditions are sufficiently clear.

0:29:00 > 0:29:02but despite our requests,

0:29:02 > 0:29:04the company, which is based abroad,

0:29:04 > 0:29:06hasn't given us a response.

0:29:06 > 0:29:10And although Jan didn't end up saddled with all the costs she might have done,

0:29:10 > 0:29:13thanks to that cancellation fee she's still out of pocket.

0:29:13 > 0:29:16And she's angry about the whole experience.

0:29:16 > 0:29:21I wouldn't go near it! If you gave me £1,000 and said, "Go on Ziinga and buy things",

0:29:21 > 0:29:23I would never go on it.

0:29:23 > 0:29:27If it's too good to be true, it usually is. That's what my husband says and he was right.

0:29:27 > 0:29:32Sorry, I've got to say that. It's the first time I can say on camera, "My husband was right"!

0:29:38 > 0:29:41We've put together a free booklet of tips and advice

0:29:41 > 0:29:44to help safeguard your hard-earned cash.

0:29:44 > 0:29:46You can download it from our website:

0:29:50 > 0:29:53Or, for a hard copy, just send a stamped, self-addressed A5 envelope

0:29:53 > 0:29:56to the address we give you at the end of the programme.

0:29:56 > 0:29:59You'll also find on the website lots more information

0:29:59 > 0:30:01on the topics that we tackle on the programme

0:30:01 > 0:30:05with plenty of tips on how to save money and avoid being caught out.

0:30:07 > 0:30:09Anyone who drives a car

0:30:09 > 0:30:14is all too well aware of the costs you rack up for just keeping it on the road.

0:30:14 > 0:30:19Everything from insurance to road tax, plus MOTs and any repairs.

0:30:19 > 0:30:22But some of you have found yourselves hit with a charge

0:30:22 > 0:30:25that is not one you would necessarily expect.

0:30:25 > 0:30:28And, indeed, one you think shouldn't be down to you at all.

0:30:28 > 0:30:32If you break down or have an accident,

0:30:32 > 0:30:36the chances are that you are going to be sent the bill for cleaning up any damages or spillage

0:30:36 > 0:30:40even if it's not clear that it was definitely your car that was responsible.

0:30:47 > 0:30:50The roar of the engine, sweeping views

0:30:50 > 0:30:52and the freedom of the skies.

0:30:52 > 0:30:55Flying is Jeremy Rawlings' true passion.

0:30:55 > 0:30:59And there's no chance of the traffic jams that he can get stuck in on the roads below.

0:30:59 > 0:31:02I've always loved flying because my dad worked for British Airways.

0:31:02 > 0:31:07It's always been in my blood. It's an adrenaline rush. It's brilliant.

0:31:08 > 0:31:10But, after a morning's flying in June of last year,

0:31:10 > 0:31:15Jeremy got a reminder that travelling back on land isn't always that safe.

0:31:16 > 0:31:19I'd landed and got in my car to drive home

0:31:19 > 0:31:22and the accident happened on the journey home.

0:31:22 > 0:31:26The other car was coming along the road towards me

0:31:26 > 0:31:29and just took the bend too quickly

0:31:29 > 0:31:30and flew into the front of my car.

0:31:33 > 0:31:36Fortunately, Jeremy sustained only minor injuries,

0:31:36 > 0:31:38but his car was written off.

0:31:38 > 0:31:40And to his complete surprise,

0:31:40 > 0:31:44around two weeks later he received a letter from Northamptonshire County Council

0:31:44 > 0:31:49saying it had cost £600 to clear up a spillage on the road

0:31:49 > 0:31:50resulting from the accident,

0:31:50 > 0:31:53and that they'd be trying to get that money back.

0:31:53 > 0:31:56Which left Jeremy rather puzzled

0:31:56 > 0:31:58because despite his car being a write-off,

0:31:58 > 0:32:00he's not convinced that any oil leaked.

0:32:00 > 0:32:02And even if there had been some oil on the road,

0:32:02 > 0:32:05how could it cost £600 to clean it up?

0:32:07 > 0:32:09I'm absolutely certain there was no oil.

0:32:09 > 0:32:13Of course, there was broken glass from the headlights and broken bits of bumper, stuff like that,

0:32:13 > 0:32:15but there was no damage to the road.

0:32:15 > 0:32:19Jeremy couldn't understand why he or his insurer

0:32:19 > 0:32:22faced being charged for the damage caused by an accident

0:32:22 > 0:32:24that definitely was not his fault.

0:32:24 > 0:32:29The other driver has since been prosecuted for driving without due care and attention.

0:32:29 > 0:32:33What's more, there was no breakdown of the costs in the letter the council sent him.

0:32:33 > 0:32:35It simply said...

0:32:42 > 0:32:46There was no explanation as to why that charge had been laid,

0:32:46 > 0:32:48or why it was so high.

0:32:48 > 0:32:50It was just a fait accompli

0:32:50 > 0:32:55that the insurance company would just pay it without question.

0:32:55 > 0:32:57And that shocked me, to be honest.

0:32:57 > 0:33:00Though they can come as a surprise,

0:33:00 > 0:33:03these charges are routinely levied by the Highways Agency

0:33:03 > 0:33:05and local authorities throughout the UK,

0:33:05 > 0:33:08as Carol and Gary Ponder from Warrington found out

0:33:08 > 0:33:11after their car broke down on the M40.

0:33:11 > 0:33:14We were in the middle lane and the car lost power.

0:33:14 > 0:33:20We virtually just drifted over straightaway onto the hard shoulder and stopped.

0:33:20 > 0:33:25And it is quite frightening when you stop on the hard shoulder

0:33:25 > 0:33:27cos then you realise how fast cars go.

0:33:28 > 0:33:30Carol used the emergency phone

0:33:30 > 0:33:33and eventually, they were towed to safety.

0:33:33 > 0:33:36Though the car was a write-off, the couple were unhurt

0:33:36 > 0:33:39and thought they could put the whole thing behind them.

0:33:39 > 0:33:41Until, that is, in October of last year,

0:33:41 > 0:33:43when Carol received an unexpected bill

0:33:43 > 0:33:46for nearly £600.

0:33:46 > 0:33:49When I got the bill, I was absolutely mortified.

0:33:49 > 0:33:53My immediate reaction was, "Where was the proof?"

0:33:53 > 0:33:57The couple were being chased for costs incurred by a company called Carillion,

0:33:57 > 0:34:01who repair damaged roads after an accident or breakdown

0:34:01 > 0:34:02of behalf of the Highways Agency.

0:34:02 > 0:34:08The bill was for the clean-up of oil on the road, which they insisted came from Carol's car.

0:34:08 > 0:34:11But she was adamant that wasn't the case.

0:34:11 > 0:34:14I know that our car could not have caused this damage

0:34:14 > 0:34:19because we came off the middle lane

0:34:19 > 0:34:22and we stopped straightaway on the hard shoulder.

0:34:22 > 0:34:29If there had been any oil, it would have come from the middle lane to where we stopped.

0:34:29 > 0:34:33So Carol asked them for photographic evidence

0:34:33 > 0:34:36that it was her car that caused the spillage.

0:34:36 > 0:34:39When I actually got the photographs through,

0:34:39 > 0:34:44it showed parallel lines of what looked to me like old oil

0:34:44 > 0:34:46going from where we broke down

0:34:46 > 0:34:50right back to the bridge, which was a good half a mile away.

0:34:50 > 0:34:55I knew then that this oil could not possibly have come from our car.

0:34:55 > 0:34:59So I knew it wasn't us. To me, it was totally unjustified.

0:34:59 > 0:35:02I just thought, "I have to fight this."

0:35:02 > 0:35:05Eventually, after Carol's persistent protests,

0:35:05 > 0:35:07Carillion withdrew their bill.

0:35:07 > 0:35:10But why was she being asked to pay it in the first place?

0:35:10 > 0:35:13Carillion told us...

0:35:15 > 0:35:17"..when there's been damage to the road.

0:35:17 > 0:35:19"The amount charged is based on..."

0:35:23 > 0:35:26They say it's appropriate that the responsible party pay.

0:35:26 > 0:35:32But in this case, they accept there was only circumstantial and not photographic evidence

0:35:32 > 0:35:34to prove that the oil came from Carol's car.

0:35:34 > 0:35:37So the claim to recover costs was withdrawn.

0:35:38 > 0:35:40We've spoken to a number of other drivers

0:35:40 > 0:35:44who dispute the bills that they've been sent to cover the cost of clearing up the road

0:35:44 > 0:35:46after an accident or breakdown.

0:35:46 > 0:35:50Like Carol, many insist that their vehicle was not to blame.

0:35:50 > 0:35:52And in some cases when they've contested them,

0:35:52 > 0:35:54their bills were also withdrawn.

0:35:54 > 0:35:58So, is there enough information out there for drivers who are hit with these charges?

0:35:59 > 0:36:02There's definitely a lack of transparency about these charges.

0:36:02 > 0:36:06You may find information on some highway authorities websites.

0:36:06 > 0:36:09Drivers find it quite a surprise to receive a bill in the post

0:36:09 > 0:36:11from perhaps a vehicle breakdown

0:36:11 > 0:36:14and they weren't even aware that they were causing damage to the road.

0:36:14 > 0:36:19That's what frustrated Jeremy about the letter he got from the council

0:36:19 > 0:36:20following his accident.

0:36:20 > 0:36:24Not only did he worry that he was being hit with a sky-high bill,

0:36:24 > 0:36:27but he couldn't understand how they'd worked out the costs.

0:36:27 > 0:36:32So we asked Northamptonshire County Council how they'd arrived at the figure.

0:36:32 > 0:36:37They reiterated that it's standard procedure to write to all drivers involved in a collision

0:36:37 > 0:36:39saying that they will...

0:36:39 > 0:36:43They explained that their standard charge for an emergency carriageway clearance is...

0:36:51 > 0:36:53They then add to that any additional costs

0:36:53 > 0:36:56for things like materials or traffic management.

0:36:56 > 0:37:00They point out that the letter sent to Jeremy didn't apportion blame for the accident.

0:37:00 > 0:37:03And when they heard that the other driver's insurance company

0:37:03 > 0:37:05had accepted liability,

0:37:05 > 0:37:08it was them, and not Jeremy, who were asked to pay the cost.

0:37:08 > 0:37:12They say that had Jeremy asked for a breakdown of their costs,

0:37:12 > 0:37:13they would have provided one.

0:37:14 > 0:37:18Jeremy was relieved to hear he wouldn't end up footing the bill.

0:37:18 > 0:37:22But it isn't always the case that insurance companies will pick up this kind of cost.

0:37:22 > 0:37:24So, to avoid ending up with a charge like this

0:37:24 > 0:37:26that you think is unjustified,

0:37:26 > 0:37:29the AA has some simple advice to keep in mind.

0:37:29 > 0:37:32It's certainly worth drivers checking their insurance policy

0:37:32 > 0:37:35to see if they're covered for this sort of eventuality.

0:37:35 > 0:37:39They certainly may be, although the excess on the policy is something to consider.

0:37:39 > 0:37:42The next thing, if anything does happen to you on the roadside,

0:37:42 > 0:37:45is to make a note of the circumstances - time, date,

0:37:45 > 0:37:48who turns up if someone comes to clear the road,

0:37:48 > 0:37:50what vehicles are used, how many operatives there are.

0:37:50 > 0:37:55Maybe take a photograph if there's a possibility of doing that safely.

0:37:55 > 0:37:59Then should you get a bill, at least you'll have information that you can use

0:37:59 > 0:38:01should you want to challenge the charge.

0:38:01 > 0:38:05And, of course, challenging one of these charges can be successful,

0:38:05 > 0:38:08as Carol was delighted to find out.

0:38:08 > 0:38:11My advice for the motorists, if they ever get a bill like this,

0:38:11 > 0:38:16respond straightaway, challenge the bill, ask for photographic evidence.

0:38:16 > 0:38:18I'm glad to say it's all been resolved.

0:38:18 > 0:38:21I would urge any other motorist to do the same as me.

0:38:25 > 0:38:27Whether they're buried in the small print,

0:38:27 > 0:38:29added on before you pay

0:38:29 > 0:38:31or taken from your account as a penalty,

0:38:31 > 0:38:33there can't be many of us who haven't been hit with charges

0:38:33 > 0:38:36that we didn't expect or didn't agree with.

0:38:37 > 0:38:39The arrangement fees on the mortgage. That was a 'mare.

0:38:39 > 0:38:41- Yeah. We had to pay quite a lot. - What was that for?

0:38:41 > 0:38:43What was that for?

0:38:43 > 0:38:45I don't know! We paid it, but I don't know!

0:38:45 > 0:38:49You get a little bit confused about everything, don't you? It's always a pain.

0:38:49 > 0:38:52Unexpected charges can crop up anywhere

0:38:52 > 0:38:54and they can be big earners for business.

0:38:54 > 0:38:56The fight against unfair charges

0:38:56 > 0:38:57is one that the Office of Fair Trading

0:38:57 > 0:38:59takes very seriously.

0:38:59 > 0:39:03In the past year, airlines have been ordered to make their extra charges clearer.

0:39:03 > 0:39:08The Government also banned excessive booking fees when shopping online

0:39:08 > 0:39:10after it was revealed that in 2010

0:39:10 > 0:39:14these charges cost us a staggering £300 million!

0:39:14 > 0:39:17But if these unexpected extras aren't annoying enough,

0:39:17 > 0:39:19you told us it's even more frustrating

0:39:19 > 0:39:22to find that you're paying for something that you never intended to.

0:39:23 > 0:39:24You order something online

0:39:24 > 0:39:27and you're asked, "Would you like a voucher off your next purchase?"

0:39:27 > 0:39:29You say you'd like a voucher and tick the box

0:39:29 > 0:39:33and before you know it, you've signed up for paying £10 a month

0:39:33 > 0:39:38or whatever it is for tips on how to save money or joining a club or something like that.

0:39:38 > 0:39:42The people who are doing this in some cases know perfectly well

0:39:42 > 0:39:45that we don't all read 84-page terms and conditions.

0:39:45 > 0:39:49They can bury things away, really beyond our notice.

0:39:49 > 0:39:54But reading the small print is the easiest way to know what you're getting yourself into.

0:39:54 > 0:39:57It's often said the biggest lie of all

0:39:57 > 0:40:00is the box you tick saying, "I have read and understood the terms and conditions."

0:40:00 > 0:40:02How many of us really do that?

0:40:05 > 0:40:08Here at Rip-Off Britain, we're always ready to investigate

0:40:08 > 0:40:10more of your stories.

0:40:10 > 0:40:13Are you confused over your bills?

0:40:14 > 0:40:18Why is it in small print, as if they don't want you to read it.

0:40:18 > 0:40:21Unsure what to do when you discover you've lost out

0:40:21 > 0:40:25and that great deal has ended up costing you money?

0:40:25 > 0:40:27We don't have that amount of money.

0:40:27 > 0:40:32So I can't see an end to this situation at all.

0:40:34 > 0:40:36You might have a cautionary tale of your own

0:40:36 > 0:40:38and want to share the mistakes you made with us

0:40:38 > 0:40:39so that other people don't do the same.

0:40:40 > 0:40:45I had no idea this company with this wonderful website was going to be so poor.

0:40:46 > 0:40:48You can write to us at:

0:40:55 > 0:40:58Or send an email to:

0:41:02 > 0:41:04The Rip-Off team is ready and waiting

0:41:04 > 0:41:06to investigate your stories.

0:41:10 > 0:41:14As we've heard, when you think you're on top of exactly how much money you're spending,

0:41:14 > 0:41:17a sudden extra cost can knock you for six,

0:41:17 > 0:41:22especially when it's hundreds of pounds or a charge you never realised you might have to pay.

0:41:22 > 0:41:24As ever, in some of these situations,

0:41:24 > 0:41:26the devil is in the detail.

0:41:26 > 0:41:29It can be the dread of small print that's at the root of the problem.

0:41:29 > 0:41:33It's always worthwhile ploughing through those terms and conditions,

0:41:33 > 0:41:35however detailed they may be,

0:41:35 > 0:41:37especially if you're buying online.

0:41:37 > 0:41:40And it can be so tempting to skip them.

0:41:40 > 0:41:44But don't just click the box saying that you've read them when you haven't!

0:41:44 > 0:41:48Because you could end up with an expensive shock a bit later on.

0:41:48 > 0:41:52I'm afraid that's all we've got for today. Thank you once again for joining us

0:41:52 > 0:41:55and we'll see you again very soon with more of your stories

0:41:55 > 0:41:58and, indeed, more advice to stop you feeling ripped off.

0:41:58 > 0:42:01- But until then from all of us, bye-bye.- Bye-bye.- Goodbye.

0:42:24 > 0:42:26Subtitles by Red Bee Media Ltd