0:00:02 > 0:00:04We asked you to tell us what's left you feeling totally
0:00:04 > 0:00:07ripped off and you've contacted us in your thousands.
0:00:07 > 0:00:10You've told us about the companies that you think get it wrong
0:00:10 > 0:00:13and the customer service that simply is not up to scratch.
0:00:13 > 0:00:15If I walk in somewhere and they treat me badly,
0:00:15 > 0:00:18then I walk and I will never go in again.
0:00:18 > 0:00:21You've asked us to track down the scammers who stole your money
0:00:21 > 0:00:24and investigate the extra charges you'd say are unfair.
0:00:24 > 0:00:27You've paid for a service and you expect it to be
0:00:27 > 0:00:29the service that you've paid for.
0:00:29 > 0:00:32And when you've lost out and no-one else is to blame,
0:00:32 > 0:00:36you've come to us to stop others falling into the same trap.
0:00:36 > 0:00:38As a customer you've got to be more savvy in terms of what you're
0:00:38 > 0:00:41buying, and make sure it's something you want or need
0:00:41 > 0:00:44and not something that they're trying to trick you into getting.
0:00:44 > 0:00:48So, whether it's a blatant rip-off or a genuine mistake,
0:00:48 > 0:00:51we're here to find out why you're out of pocket
0:00:51 > 0:00:53and what you can do about it.
0:00:53 > 0:00:58Your stories, your money - this is Rip-Off Britain.
0:01:00 > 0:01:02Hello, and welcome to Rip-Off Britain,
0:01:02 > 0:01:05the series that sets out to make sure that whatever you're
0:01:05 > 0:01:08spending your money on, you are spending it wisely.
0:01:08 > 0:01:13And that's not always easy to do in a world where technology is evolving so fast
0:01:13 > 0:01:17it can be hard to keep up with both the opportunities and the dangers.
0:01:17 > 0:01:20You are so right there, Julia, because so many of us now spend
0:01:20 > 0:01:24such a large part of our everyday lives on the internet that we don't
0:01:24 > 0:01:28always stop to question exactly what it is we're going to find there.
0:01:28 > 0:01:31We might jump into what seems like an opportunity without fully
0:01:31 > 0:01:35understanding exactly how it works or, even worse,
0:01:35 > 0:01:37we make the mistake of handing over our personal details to
0:01:37 > 0:01:41someone that we really should have kept them well away from.
0:01:41 > 0:01:43I must say, not a position you want to be in.
0:01:43 > 0:01:46But it is safe to say that we're not always as internet savvy
0:01:46 > 0:01:49as we might like to think we are, certainly in my case.
0:01:49 > 0:01:52And as you'll see from a test we've done, that could mean
0:01:52 > 0:01:56putting your own security and private information at risk.
0:01:56 > 0:01:59So today, we're going to be doing our very best to help you
0:01:59 > 0:02:02through some of the thorny situations that you can get yourself
0:02:02 > 0:02:05into online, as well as visiting a part of the internet that's
0:02:05 > 0:02:09the absolute last place that you want any of your details
0:02:09 > 0:02:10to end up on.
0:02:11 > 0:02:15Coming up, the secrets of the darkest parts of the web
0:02:15 > 0:02:19where criminal gangs have found ways to take full advantage
0:02:19 > 0:02:20of your personal information.
0:02:20 > 0:02:23So, not only is it easier than robbing a bank,
0:02:23 > 0:02:25you end up with more money than if you'd robbed a bank?
0:02:25 > 0:02:29If you do this well, you can make hundreds of millions.
0:02:29 > 0:02:33And the shopping site that promises bargains - and fun.
0:02:33 > 0:02:36So why do so many of you say you've ended up with neither?
0:02:36 > 0:02:42You start then to really get into bid, bid, bid.
0:02:42 > 0:02:46I feel like I've been mugged by the invisible man.
0:02:49 > 0:02:52An increasing number of the stories that we investigate here
0:02:52 > 0:02:55at Rip-Off Britain involve criminals who are making fraudulent use
0:02:55 > 0:02:59of your personal details, which of course has led many of you to
0:02:59 > 0:03:02wonder exactly how it is they get that information in the first place.
0:03:02 > 0:03:05Well, as we're about to find out, there is
0:03:05 > 0:03:10a murky side to the internet where anything can be traded and where
0:03:10 > 0:03:14right now, this very second, someone could be putting together
0:03:14 > 0:03:18all of your personal information and for the right price, selling it.
0:03:21 > 0:03:24If you've ever felt like you're drowning in all those passwords
0:03:24 > 0:03:28that you need to remember when you're online, then you're not alone.
0:03:28 > 0:03:32New research confirms that now we all have so many different
0:03:32 > 0:03:37accounts for shops, banks or simply logging onto your e-mails, that we
0:03:37 > 0:03:40often forget almost half of the passwords that we've set up for them.
0:03:40 > 0:03:43Maybe that's why so many of us still often stick to the same one,
0:03:43 > 0:03:45or something very similar.
0:03:45 > 0:03:48But if that makes OUR lives easier,
0:03:48 > 0:03:51it does exactly the same for the fraudsters,
0:03:51 > 0:03:54making it much simpler for THEM to intercept our details
0:03:54 > 0:03:57and use them in identity fraud,
0:03:57 > 0:03:59a crime which is very much on the rise.
0:03:59 > 0:04:03It doesn't matter how meticulous you are in trying to protect
0:04:03 > 0:04:07all your personal data, if a criminal is determined enough,
0:04:07 > 0:04:10they will find it and then use that information against you
0:04:10 > 0:04:12and rip you off.
0:04:13 > 0:04:16Cases of identity fraud have increased by a third
0:04:16 > 0:04:17in the last year.
0:04:17 > 0:04:20But that doesn't mean that we're all getting the message
0:04:20 > 0:04:22when it comes to online security.
0:04:22 > 0:04:24Do you have the same password for everything?
0:04:24 > 0:04:27I've got to admit, yes.
0:04:27 > 0:04:30- And Pin number!- You realise how dangerous that is?
0:04:30 > 0:04:33- BOTH: Yes. We do. - But if they don't know, it's OK.
0:04:33 > 0:04:35- But they're going to find it, that's the thing.- Are they?
0:04:35 > 0:04:38- Do you guys use the internet a lot for buying stuff?- Yes.
0:04:38 > 0:04:39- Yeah, all the time.- You do?
0:04:39 > 0:04:43So how do you protect your Pin numbers and your passwords?
0:04:43 > 0:04:46I'm quite high security with my cards. I have different savings.
0:04:46 > 0:04:49So when I buy something, I transfer it over to another account.
0:04:49 > 0:04:53If I told you that it was possible for hackers to get your e-mail,
0:04:53 > 0:04:56account number, your passwords,
0:04:56 > 0:04:59your Pin numbers, your credit card numbers, on the web,
0:04:59 > 0:05:03and sell that information to crooks who can then use it to
0:05:03 > 0:05:06access your accounts, your money, what would you say?
0:05:06 > 0:05:08- They'd be very disappointed. - LAUGHING:- Why's that?
0:05:08 > 0:05:10Because I ain't got nothing in there.
0:05:10 > 0:05:11ANGELA LAUGHS
0:05:11 > 0:05:13Except they can steal your identity and use that
0:05:13 > 0:05:15to put you in debt.
0:05:15 > 0:05:17Oh, that would be great if they could steal my identity,
0:05:17 > 0:05:20the taxman would get hold of them instead of me!
0:05:20 > 0:05:23'If only it were that simple!
0:05:23 > 0:05:26'But, in fact, the crooks behind identity theft
0:05:26 > 0:05:29'can buy and sell your information in a place where it's almost
0:05:29 > 0:05:31'impossible for them to be found.
0:05:31 > 0:05:33'Usually known as the "dark web",
0:05:33 > 0:05:37'it's one of the most sinister parts of the internet
0:05:37 > 0:05:39'and it doesn't show up on search engines.
0:05:39 > 0:05:42'So crimes are committed and information traded
0:05:42 > 0:05:45'without the people behind it all being easily traced.
0:05:47 > 0:05:50'So I've come to find out more about it from
0:05:50 > 0:05:52'identity theft expert Darren Innes.
0:05:52 > 0:05:56'He runs a website called HasMyIdentityBeenStolen.com
0:05:56 > 0:05:59'where you can check if your personal details
0:05:59 > 0:06:01'are amongst those that have been stolen
0:06:01 > 0:06:03'and then put on sale on the dark web.'
0:06:03 > 0:06:05Darren, exactly what is the dark web?
0:06:05 > 0:06:07It sounds really sinister.
0:06:07 > 0:06:10I think the best way to explain the dark web
0:06:10 > 0:06:13is if you imagine the internet as an iceberg.
0:06:13 > 0:06:16Traditionally we see about 4% of the internet through normal
0:06:16 > 0:06:21search engines - so Google, Safari etc.
0:06:21 > 0:06:2696% of the internet is hidden by password-protected websites.
0:06:26 > 0:06:30In that 96% there's a belief there's a lot of criminality happening.
0:06:30 > 0:06:34What exactly are the criminals doing down there in that bit of the iceberg?
0:06:34 > 0:06:38Um, well, anything. There are sites where you can go on and buy drugs
0:06:38 > 0:06:39and have them delivered.
0:06:39 > 0:06:43You can even, they believe, find a hit man, if you want one,
0:06:43 > 0:06:44on the dark web.
0:06:44 > 0:06:47What we're concerned about is the amount of identities
0:06:47 > 0:06:48that are up for sale on the dark web.
0:06:48 > 0:06:50So they're getting this information...
0:06:50 > 0:06:54Once they've got it, what are they doing with it? Are they using it themselves?
0:06:54 > 0:06:56Um, they sell it between gangs.
0:06:56 > 0:06:59So one gang may find your e-mail and password
0:06:59 > 0:07:02and then they'll sell it to another organisation,
0:07:02 > 0:07:05who'll then use it to start doing things like phishing e-mails
0:07:05 > 0:07:07where they try to get data off you,
0:07:07 > 0:07:10or they'll use researchers to find things like your date of birth,
0:07:10 > 0:07:13where you live, that kind of information.
0:07:13 > 0:07:16They build that up over a period of time.
0:07:16 > 0:07:18That process can take up to two years.
0:07:18 > 0:07:21But in that time they'll build a complete financial
0:07:21 > 0:07:24- and personal profile of you...- Yeah.
0:07:24 > 0:07:27..accessing exactly what kind of information?
0:07:27 > 0:07:29Um, credit card numbers...
0:07:29 > 0:07:34Um, your date of birth, electoral roll, secret answers.
0:07:34 > 0:07:37So a common one is your mother's maiden name.
0:07:37 > 0:07:40'Darren's company estimates that it has over 600 million
0:07:40 > 0:07:42'records in their database
0:07:42 > 0:07:47'and they're adding a whopping 300,000 more every day.'
0:07:47 > 0:07:50Presumably the criminals are going to be always one step ahead
0:07:50 > 0:07:52of the law enforcement agencies?
0:07:52 > 0:07:55Well, bizarrely they generally are.
0:07:55 > 0:07:57The faster we come up with a way of preventing something,
0:07:57 > 0:08:00they've already thought of the next step.
0:08:01 > 0:08:04'Darren then showed me a site on the dark web
0:08:04 > 0:08:07'where criminals are making use of the data that they've stolen.
0:08:07 > 0:08:11'I'm looking at what first appears to be a normal shopping site
0:08:11 > 0:08:13'but I soon realise that what's on sale here
0:08:13 > 0:08:16'isn't what you'd find at the supermarket.'
0:08:17 > 0:08:20What you are looking at here is a typical carding site.
0:08:20 > 0:08:24What I mean by a carding site is a site that is selling credit
0:08:24 > 0:08:26card data from around the world.
0:08:26 > 0:08:29It just looks like any normal website that you'd go on
0:08:29 > 0:08:31and buy goods and services.
0:08:31 > 0:08:32And they're cheap!
0:08:32 > 0:08:34They're selling a credit card for £2.50!
0:08:34 > 0:08:38This is extraordinary. You've got every country in the world here.
0:08:38 > 0:08:40Yeah, I know. It truly is shocking.
0:08:40 > 0:08:43The thing that I found most amazing when I started looking at this
0:08:43 > 0:08:47was that if you buy the data and it doesn't work within a couple
0:08:47 > 0:08:49of hours, the criminal will give you the money back
0:08:49 > 0:08:51for trying to use that credit card.
0:08:51 > 0:08:54It is a very organised business.
0:08:54 > 0:08:56- So it's honour among thieves? - Absolutely.
0:08:56 > 0:08:57ANGELA GASPS
0:08:57 > 0:08:58It is shocking.
0:08:59 > 0:09:03'When major criminals have finished using stolen credit card details
0:09:03 > 0:09:05'sites like this one trade the information on
0:09:05 > 0:09:09'so that minor criminals can use it to buy low-cost items,
0:09:09 > 0:09:11'usually online.
0:09:11 > 0:09:14'Darren's used the information from such sites to compile
0:09:14 > 0:09:17'a database of people whose e-mail addresses have been compromised.
0:09:17 > 0:09:20'And while his is just one of the services where you
0:09:20 > 0:09:24'can buy solutions to keep your details safe,
0:09:24 > 0:09:28'you can also check for free if your details are on Darren's system
0:09:28 > 0:09:31'and currently doing the rounds of the dark web.
0:09:31 > 0:09:34'So, obviously, I was keen to know if my details were at risk.'
0:09:34 > 0:09:37It's going to have sent notification to your e-mail account,
0:09:37 > 0:09:39so only you can see this data.
0:09:39 > 0:09:42You have to own that e-mail account for it to tell you.
0:09:42 > 0:09:45What a criminal will do often is take over your e-mail account,
0:09:45 > 0:09:49or try to. We need to keep it very, very secure.
0:09:49 > 0:09:51It'll send a notification to your e-mail address
0:09:51 > 0:09:55and then it will tell you what data has been up for sale - if any.
0:09:55 > 0:09:57So you've got to be careful with what you put on this
0:09:57 > 0:10:00because people might hack into this and pass it on?
0:10:00 > 0:10:02Yeah, we have to be very, very careful.
0:10:02 > 0:10:05The last thing we want to do is to aid the criminal
0:10:05 > 0:10:07in the abuse that they take.
0:10:07 > 0:10:09'So, for me, it was good news.'
0:10:09 > 0:10:13As you can see, it's come up now and what it's saying is
0:10:13 > 0:10:17that there is no data on you on the internet at the moment.
0:10:17 > 0:10:20Phew! That's a relief, I can tell you.
0:10:20 > 0:10:23But I'm going to go home and change all my passwords!
0:10:23 > 0:10:26Yes, it's a good idea.
0:10:26 > 0:10:29'Well, at least, criminal gangs don't seem to have got at my details
0:10:29 > 0:10:33'but, unfortunately, the same can't be said for many others.
0:10:33 > 0:10:37'A few simple actions can help to protect your online security,
0:10:37 > 0:10:42'notably keeping your passwords safe and changing them regularly.
0:10:42 > 0:10:45'But nothing is foolproof and, later in the programme, we are
0:10:45 > 0:10:49'going to be unpicking some of the crimes that use information
0:10:49 > 0:10:52'from the dark web and trying to track down who's behind them.'
0:10:56 > 0:10:59Next an online shopping site that's already had its knuckles
0:10:59 > 0:11:03rapped by the authorities but, even so, it's still prompting
0:11:03 > 0:11:06a number of complaints to our inbox on the programme.
0:11:06 > 0:11:08That's despite it being a place that not only promises
0:11:08 > 0:11:10that you'll "bag a bargain,"
0:11:10 > 0:11:15but that the whole process is what they describe as "fun shopping".
0:11:15 > 0:11:18I'm afraid, for some of you, it may have started out that way
0:11:18 > 0:11:21but fun is not at all how things have ended up.
0:11:26 > 0:11:27'50% off...
0:11:27 > 0:11:29'Last chance to buy...
0:11:29 > 0:11:31'Sale of the century.
0:11:31 > 0:11:34'Well, there can't be many of us who don't love to bag a bargain.
0:11:34 > 0:11:37'These days it isn't necessarily the high street where we
0:11:37 > 0:11:39'go to find the best deals.
0:11:39 > 0:11:41'Many shoppers head straight online
0:11:41 > 0:11:45'and a good chunk of those will log on to one of the online
0:11:45 > 0:11:48'auction sites where the thrill of searching out the best price is
0:11:48 > 0:11:52'combined with the excitement of trying to beat other people to get it.
0:11:52 > 0:11:55'Best known, of course, these days is eBay,
0:11:55 > 0:12:00'which last year had a staggering 157 million users worldwide.
0:12:00 > 0:12:04'But plenty of other companies have muscled in on the same territory.
0:12:04 > 0:12:05'And, with one of them,
0:12:05 > 0:12:09'not everybody ended up with quite what they bargained for.
0:12:09 > 0:12:12'Paul Taylor from Northamptonshire is no stranger
0:12:12 > 0:12:14'to how auction sites usually work.
0:12:14 > 0:12:17'So he was delighted when he spotted one that seemed the perfect
0:12:17 > 0:12:20'place to look for a new phone for his son.'
0:12:21 > 0:12:26I thought a really nice thing to do was to get him an upgrade to
0:12:26 > 0:12:30his existing phone and get him the latest smartphone that's available.
0:12:30 > 0:12:33Now I'm used to bidding sites and auction sites.
0:12:33 > 0:12:36I've been doing it for several years myself
0:12:36 > 0:12:40so when I saw the advert I thought, "Wow, this is great."
0:12:40 > 0:12:44'The advert Paul had seen was from a company called MadBid,
0:12:44 > 0:12:48'which describes itself as the number one discount auction website.
0:12:48 > 0:12:50- Delivery.- Perfect!
0:12:50 > 0:12:53'It advertises high-end electrical goods like computers,
0:12:53 > 0:12:58'mobile phones and TVs but at real rock-bottom prices.
0:12:58 > 0:13:01'In fact, the ad suggested savings of up to 80% off
0:13:01 > 0:13:04'what you pay on the high street.
0:13:04 > 0:13:08'So Paul went to the MadBid site to find out what he had to do next.'
0:13:08 > 0:13:12I opened the laptop, logged on to the MadBid site
0:13:12 > 0:13:14and started following the instructions.
0:13:14 > 0:13:17'Ah, but MadBid doesn't work in quite the same
0:13:17 > 0:13:20'way as the auction sites which Paul had used before.
0:13:20 > 0:13:24'On most of them, bids are free and you only pay the price of an item
0:13:24 > 0:13:26'if you win it.
0:13:26 > 0:13:29'On MadBid, you have to pay to place each bid
0:13:29 > 0:13:32'and, what's more, each bid is on a timer.
0:13:32 > 0:13:34'If the timer runs out and you're the last bidder,
0:13:34 > 0:13:37'the item is yours for the closing price.
0:13:37 > 0:13:40'If somebody else then places a bid, well, the clock starts again.
0:13:40 > 0:13:44'The timer just keeps on ticking until everybody bows out.
0:13:44 > 0:13:46'So, in order to win the item,
0:13:46 > 0:13:51'you need to be prepared to pay to bid until the timer finally stops.
0:13:51 > 0:13:54'It may sound complicated but MadBid calls it "fun shopping".
0:13:54 > 0:13:57'Paul fancied his chances so purchased a package
0:13:57 > 0:14:02'of bidding credits for £27.99 so that he could start playing.'
0:14:02 > 0:14:08I strongly believed at this point that I was purchasing tokens to bid
0:14:08 > 0:14:12against an item but the tokens weren't going to be
0:14:12 > 0:14:14of monetary value.
0:14:14 > 0:14:17They were just tokens for bidding, it was some kind of game that
0:14:17 > 0:14:20you played where you put a coin in and it worked.
0:14:21 > 0:14:25'Paul would only later realise that things aren't quite that simple.
0:14:25 > 0:14:27'But, assuming they were,
0:14:27 > 0:14:29'he soon spotted the make and model of telephone that he was
0:14:29 > 0:14:33'looking for, which had a starting price of just £1.50.'
0:14:33 > 0:14:39I was so excited. I've got an opportunity so I started bidding.
0:14:39 > 0:14:41'Before he knew it, Paul had entered into an
0:14:41 > 0:14:44'out-and-out bidding war to win the phone.'
0:14:44 > 0:14:49You start then to really get into bid, bid,
0:14:49 > 0:14:54bid and it becomes very addictive.
0:14:54 > 0:14:56Bid, bid, bid...
0:14:56 > 0:14:59'But what Paul didn't realise was that each time
0:14:59 > 0:15:04'he placed a bid money would come out of the £27.99 credit
0:15:04 > 0:15:06'package that he had bought at the start.'
0:15:06 > 0:15:10I suddenly went to bid again and it wouldn't let me bid.
0:15:10 > 0:15:15Then I got a message come up saying I've got no more credits.
0:15:15 > 0:15:21So I started then to sit back and really question, "What have
0:15:21 > 0:15:26"I just done? Have I just blown the money or is it somewhere?"
0:15:26 > 0:15:31'Paul had used up all of his £27.99 credit.
0:15:31 > 0:15:32'If he wanted to carry on bidding,
0:15:32 > 0:15:35'he would have to buy more of those credits.'
0:15:36 > 0:15:43I quickly realised that the process of MadBid was that money was
0:15:43 > 0:15:48used to purchase the tokens which were actual monetary value
0:15:48 > 0:15:53and every time you bid, you lost that monetary value.
0:15:53 > 0:15:56'It was only at this point, as Paul began to look into the terms
0:15:56 > 0:15:59'and conditions of the website more thoroughly, that he
0:15:59 > 0:16:02'understood the unusual way MadBid works.
0:16:02 > 0:16:08'The £27.99 that he spent on credit hadn't disappeared completely.
0:16:08 > 0:16:11'It was still in his MadBid account but the only way
0:16:11 > 0:16:14'he could now touch it was by using it to put towards buying
0:16:14 > 0:16:18'items being sold on the site at full price, rather than
0:16:18 > 0:16:21'the discounted prices which had been the only reason
0:16:21 > 0:16:23'he'd wanted to shop there in the first place.
0:16:23 > 0:16:24'Which might not be so bad,
0:16:24 > 0:16:28'if MadBid's full prices were always competitive, but they're not.
0:16:28 > 0:16:31'You can usually buy the same goods for the same,
0:16:31 > 0:16:34'or even lower price, on more conventional shopping sites.
0:16:34 > 0:16:38'But, for Paul, with his money now locked into his MadBid account,
0:16:38 > 0:16:40'that was no longer an option.'
0:16:40 > 0:16:45Shocking was the word I'd use for my stark realisation
0:16:45 > 0:16:50that I felt that I had done something really stupid.
0:16:50 > 0:16:54'Well, we've been contacted by a number of other people who
0:16:54 > 0:16:56'feel exactly the same way as Paul.
0:16:56 > 0:16:59'They don't think the way in which MadBid works is made clear
0:16:59 > 0:17:01'enough on the website.'
0:17:01 > 0:17:05I didn't realise that you were actually paying to bid.
0:17:05 > 0:17:07'And that is the key complaint from everyone
0:17:07 > 0:17:09'who's been in touch about MadBid.
0:17:09 > 0:17:13'They simply hadn't appreciated that you pay to bid or that,
0:17:13 > 0:17:16'if you don't win an item, any money you've spent on bids is not
0:17:16 > 0:17:21'directly returned but can only be used on full-price purchases.'
0:17:21 > 0:17:24By the time you've found out what's actually going on,
0:17:24 > 0:17:26you've run out of money.
0:17:27 > 0:17:30'Indeed, in 2014 the Advertising Standards Authority
0:17:30 > 0:17:34'agreed that the MadBid advertisement it looked at was
0:17:34 > 0:17:39'not sufficiently clear that there was a cost associated with each bid,
0:17:39 > 0:17:41'saying that consumers would not immediately understand
0:17:41 > 0:17:43'the nature of the service.
0:17:44 > 0:17:47'MadBid has since changed the wording of that particular ad.
0:17:47 > 0:17:52'But the ASA's concerns certainly mirror the experience of the people
0:17:52 > 0:17:54'we've heard from, although they all told us
0:17:54 > 0:17:58'it was through different ads that they first learned of MadBid
0:17:58 > 0:18:01'and the offers you'll apparently find there.
0:18:01 > 0:18:04'When we asked financial journalist James Daley to take a look
0:18:04 > 0:18:09'at the MadBid site, he had sympathy for those who'd been confused.'
0:18:09 > 0:18:13MadBid describes itself as a discount auction site.
0:18:13 > 0:18:17In fact, even the number one fun shopping site.
0:18:17 > 0:18:22In reality, it's more of a gambling site than anything else
0:18:22 > 0:18:27because the chances of you getting a great deal are completely unknown.
0:18:27 > 0:18:29So here we are on the home page of MadBid
0:18:29 > 0:18:32and there are loads of great offers here
0:18:32 > 0:18:37but nowhere does it say exactly how you get those and what the cost
0:18:37 > 0:18:41is of ending up buying the credits to bid on these items.
0:18:41 > 0:18:45It's very hard to find anywhere about how much one click,
0:18:45 > 0:18:49one bid is going to cost you and the truth is that it varies.
0:18:49 > 0:18:51It's so untransparent.
0:18:51 > 0:18:54It's very easy for customers to throw away money here.
0:18:56 > 0:19:00'But when we contacted MadBid.com the company completely
0:19:00 > 0:19:03'rejected any criticism of how it works.
0:19:03 > 0:19:08'It stressed that Paul has not lost the £27.99 he spent on credits,
0:19:08 > 0:19:12'reiterating that although he can't get a monetary refund,
0:19:12 > 0:19:14'like all customers who don't win at auction,
0:19:14 > 0:19:18'his credits were converted into earned discount vouchers
0:19:18 > 0:19:21'which can be redeemed against purchases from MadBid's
0:19:21 > 0:19:25'online shop and are valid for 365 days.
0:19:25 > 0:19:28'The company insisted that its terms
0:19:28 > 0:19:32'and conditions are well structured and everything is clearly defined
0:19:32 > 0:19:37'in detail with a video tutorial demonstrating exactly how it works.
0:19:37 > 0:19:41'Then it went on to point out that any customer who buys credit
0:19:41 > 0:19:45'and then decides not to bid at all is entitled to a full refund
0:19:45 > 0:19:49'and it added that its advertising meets all necessary criteria.
0:19:52 > 0:19:56'Even so, Paul and the others we've heard from say much the same thing, by the way.
0:19:56 > 0:20:01'They still believe although the information is in the company's terms and conditions,
0:20:01 > 0:20:05'it isn't clear enough and if he had understood how it worked,
0:20:05 > 0:20:08'Paul's adamant that he would never have signed up.'
0:20:08 > 0:20:11I strongly feel that I've been ripped off.
0:20:11 > 0:20:14Yeah, you know, the words that I used to my partner
0:20:14 > 0:20:17when she came home that night was I feel like I've been mugged...
0:20:17 > 0:20:19..by the invisible man.
0:20:27 > 0:20:29'Still to come on Rip-off Britain,
0:20:29 > 0:20:33'how safe is the free Wi-Fi we use when we're out and about?'
0:20:33 > 0:20:35I think people should be very concerned
0:20:35 > 0:20:39when using a public Wi-Fi hotspot to access the internet.
0:20:39 > 0:20:44It's about sacrificing convenience for security.
0:20:48 > 0:20:52'We're on the road again with our Rip-Off Britain pop-up shop.
0:20:52 > 0:20:55'This year we've come to the heart of the East Midlands, to
0:20:55 > 0:20:58'one of the biggest shopping centres in Nottingham.'
0:20:58 > 0:21:02There's a whole wonderful world of consumer advice waiting for you.
0:21:02 > 0:21:06'For the fifth year running we've brought our team of experts
0:21:06 > 0:21:10'with us, ready to give face-to-face consumer advice - all with the aim
0:21:10 > 0:21:14'of stopping as many of you as possible from being ripped off.'
0:21:14 > 0:21:17- Edwina, meet Cynthia.- Good morning. - Nice to meet you.
0:21:17 > 0:21:21'Edwina Seddon was keen to talk to trading standards expert
0:21:21 > 0:21:26'Sylvia Rook about a deposit she paid for building work that was never done.'
0:21:26 > 0:21:30We arranged for a drive to be fitted at our property
0:21:30 > 0:21:33and signed a contract on the 1st December last year.
0:21:33 > 0:21:37They agreed that they would do it in March of this year.
0:21:37 > 0:21:43In February, they rang my husband and asked for a deposit of £480.
0:21:43 > 0:21:46They never mentioned that it was non-refundable
0:21:46 > 0:21:49and they haven't done the work.
0:21:49 > 0:21:53They haven't communicated with us and when I did manage to speak
0:21:53 > 0:21:55to them, I just got a lot of twaddle, really.
0:21:55 > 0:21:58With the law, the Consumer Contracts regulations,
0:21:58 > 0:22:01it says you've got the right to cancel the contract 14 days after
0:22:01 > 0:22:04the goods have been delivered and the goods would be the concrete.
0:22:04 > 0:22:06You can cancel a contract if you want.
0:22:06 > 0:22:09If you've got their name and their registered office address,
0:22:09 > 0:22:12- then it's a matter of writing them a letter.- I've done that.
0:22:12 > 0:22:19I sent them a letter two weeks today giving them 14 days to reply.
0:22:19 > 0:22:22- They haven't, as yet, replied.- What you need to do then is send them
0:22:22 > 0:22:25a "letter before action" saying that you want the full refund
0:22:25 > 0:22:28of your £400 within the next seven days or you will
0:22:28 > 0:22:31- pursue them through the small claims court.- How much will that cost?
0:22:31 > 0:22:33It's a sliding fee. I think it's around about £70
0:22:33 > 0:22:37but that's the way to try and get your money back, is to now take them through the courts.
0:22:37 > 0:22:40Well, I will take it to the limit because I think it's disgusting.
0:22:40 > 0:22:43I'll take it to the highest court in the land if I have to.
0:22:44 > 0:22:48'Immediately after coming to see us, Edwina acted on Sylvia's advice
0:22:48 > 0:22:51'and issued a letter before action to the company involved.
0:22:51 > 0:22:56'They didn't reply so now she's taking action through the small claims court.
0:22:58 > 0:23:01'Right in the heart of the shopping centre we set up what
0:23:01 > 0:23:04'we call our gripe area, where you came along to tell us
0:23:04 > 0:23:07'about all the things that really get your goat.'
0:23:08 > 0:23:11I hate bad customer service
0:23:11 > 0:23:13because I work in the customer service industry myself
0:23:13 > 0:23:17and I'm really helpful and really polite
0:23:17 > 0:23:21and I expect to be treated how I treat other people.
0:23:21 > 0:23:25What really annoys me is when you buy things from the shop,
0:23:25 > 0:23:29you bring the thing back, they say it's non-refundable.
0:23:29 > 0:23:31I'm annoyed about council tax.
0:23:31 > 0:23:35We pay £290 a month and we get nothing in our village for it.
0:23:35 > 0:23:38'And we set our experts loose to share their tips
0:23:38 > 0:23:40'with passing shoppers.
0:23:40 > 0:23:44'Finance expert Sarah Pennells wanted to see how up to date
0:23:44 > 0:23:48'we might be on the information that companies can get on our finances.'
0:23:50 > 0:23:54Have you ever done anything like get hold of a copy of your credit report to see what's on there?
0:23:54 > 0:23:57- No.- Would you be interested in seeing it at all
0:23:57 > 0:24:00- or is there a reason...? - No, I'd rather not.
0:24:00 > 0:24:04Well, a credit report isn't just a record of whether you've repaid your credit card.
0:24:04 > 0:24:07You said you'd rather not see what's on your credit report.
0:24:07 > 0:24:11- Absolutely. Maybe the loans that I've had?- OK.
0:24:11 > 0:24:14- You've paid them off OK in the past?- Yeah.
0:24:14 > 0:24:18Because if you've paid something off and there hasn't been a problem,
0:24:18 > 0:24:21then it could stay on your credit report for about
0:24:21 > 0:24:25- up to two, three, four years.- Right.
0:24:25 > 0:24:27It is worth getting hold of your credit report.
0:24:27 > 0:24:31And the reason is, companies are looking at it all the time,
0:24:31 > 0:24:34- if you ever apply for credit. They'll be checking it.- Right.
0:24:34 > 0:24:36And you may as well make sure it's correct
0:24:36 > 0:24:39because there might be a mistake on it. You can get it for £2.
0:24:39 > 0:24:42It's a legal right that everybody has.
0:24:42 > 0:24:45You can do it online or you can do it by post.
0:24:45 > 0:24:48You can get hold of a copy of your credit report and there's no other fee.
0:24:48 > 0:24:53'Sarah's put together a fact sheet full of great tips on how to
0:24:53 > 0:24:55'give your finances a simple makeover.
0:24:56 > 0:24:59'You can find it on our website...
0:25:01 > 0:25:05'..along with plenty of advice from the rest of our team of experts.'
0:25:08 > 0:25:11For many of us, I guess staying connected to the internet has
0:25:11 > 0:25:14become an essential part of our lives.
0:25:14 > 0:25:18Not just at home or at work, but when we're out and about, as well.
0:25:18 > 0:25:21Smartphones and tablets have made that really easy,
0:25:21 > 0:25:24especially as these days so many of the places we visit, like cafes,
0:25:24 > 0:25:28pubs or hotels, will offer free Wi-Fi for customers,
0:25:28 > 0:25:31so wherever we are we can quickly log on.
0:25:32 > 0:25:35But is it always a good idea to connect to those networks? Because it
0:25:35 > 0:25:38could be that some of them aren't as safe, or even as genuine,
0:25:38 > 0:25:40as you might think.
0:25:40 > 0:25:44Our technology expert, David McClelland, has been conducting
0:25:44 > 0:25:48an experiment and the results may make you think twice before you
0:25:48 > 0:25:51sign up to the first free Wi-Fi you see.
0:25:53 > 0:25:58'Public Wi-Fi is everywhere - in hotels, shops, cafes and beyond.
0:25:58 > 0:26:02'But while it may be a convenient way to log on when we're out and about,
0:26:02 > 0:26:06'how do we know if those connections are trustworthy?'
0:26:07 > 0:26:11The bus stop where I wait has a free Wi-Fi area for, like, 30 minutes.
0:26:11 > 0:26:13So I'm waiting for my bus, it's really good
0:26:13 > 0:26:16cos you can go on your phone and it doesn't cost you a penny.
0:26:16 > 0:26:19Even if they don't have a passcode, I'd always test them out
0:26:19 > 0:26:20and if they work I will use them.
0:26:20 > 0:26:23Often the shops that you go in, you kind of choose those
0:26:23 > 0:26:26specifically because they have maybe got free Wi-Fi.
0:26:28 > 0:26:31'But free doesn't necessarily mean secure.
0:26:31 > 0:26:34'And internet security specialists, like our technology expert
0:26:34 > 0:26:38'David McClelland, are worried that some Wi-Fi hotspots can be
0:26:38 > 0:26:41'abused by cybercriminals.'
0:26:41 > 0:26:43I think people are drawn to public Wi-Fi
0:26:43 > 0:26:45because we all love a free lunch
0:26:45 > 0:26:49and we're also very mindful of not going over our monthly data
0:26:49 > 0:26:53allowance in our service plans because that can be quite expensive.
0:26:53 > 0:26:56The problem is, increasingly we're sacrificing security
0:26:56 > 0:26:59for convenience and while we're drinking a coffee or maybe
0:26:59 > 0:27:02having a cake in a coffee shop, it could well be that
0:27:02 > 0:27:07hackers are snacking on our personal details as we do so.
0:27:08 > 0:27:12'David's convinced that fraudsters may already be setting up fake
0:27:12 > 0:27:16'Wi-Fi hotspots that could give them access to all your online details,
0:27:16 > 0:27:19'and to prove how easily we might fall for it,
0:27:19 > 0:27:24'he's set up his own free public Wi-Fi hotspot in a busy cafe.'
0:27:24 > 0:27:28We're in a coffee shop in London where we've set up
0:27:28 > 0:27:29a wireless network.
0:27:29 > 0:27:33This is a spoof wireless network, just with this little box here.
0:27:33 > 0:27:38It's broadcasting a hotspot that you might find in a normal coffee shop for free Wi-Fi.
0:27:38 > 0:27:43We're waiting to see how many people connect to this over the
0:27:43 > 0:27:44couple of hours or so that we're here.
0:27:46 > 0:27:49'David's network is simply called Free Wi-Fi
0:27:49 > 0:27:53'and anyone coming into the cafe will have the option of selecting it.
0:27:53 > 0:27:57'But with no information about who is providing the Wi-Fi connection,
0:27:57 > 0:28:00'these coffee shop customers can't be certain whether it's a
0:28:00 > 0:28:04'legitimate connection or a scammer watching their every move.
0:28:04 > 0:28:07'Luckily, in this case, as soon as anyone logs on,
0:28:07 > 0:28:10'they'll get a message explaining what we're doing.'
0:28:10 > 0:28:14It's just an experiment, we're not collecting any personal details.
0:28:14 > 0:28:18There is a Rip-Off Britain pop-up page that comes up here instead.
0:28:18 > 0:28:22It helps to illustrate just how easily people are willing to
0:28:22 > 0:28:26log on to a network without any idea whatsoever what it actually is.
0:28:26 > 0:28:27Oh!
0:28:27 > 0:28:30Someone's just connected. Oh, gosh, yeah.
0:28:30 > 0:28:32It's all kicking off here.
0:28:33 > 0:28:38'While David waits to see how many unsuspecting customers will be
0:28:38 > 0:28:39'tempted by his free Wi-Fi,
0:28:39 > 0:28:44'he's going to meet Rip-Off Britain viewer Joey Steele, who e-mailed us
0:28:44 > 0:28:47'because he's worried about how safe the public networks he uses are.
0:28:47 > 0:28:52'Joey thinks he takes all the right steps to protect himself
0:28:52 > 0:28:54'but is he right?'
0:28:54 > 0:28:58I'm connecting to loads of different Wi-Fi hotspots and free public ones.
0:28:58 > 0:29:01Am I putting myself at more risk using the different ones?
0:29:01 > 0:29:04It doesn't matter whether you're connecting to a wireless network
0:29:04 > 0:29:07that a hacker has set up or whether you're connecting to
0:29:07 > 0:29:11a genuine network from a cafe like this, both of them are vulnerable.
0:29:11 > 0:29:13So what makes it so unsafe?
0:29:13 > 0:29:17You run the risk of a hacker doing the digital equivalent
0:29:17 > 0:29:20of eavesdropping, basically.
0:29:21 > 0:29:25'And those ever more sophisticated scammers can find plenty of ways to
0:29:25 > 0:29:29'take advantage of even the simplest details they get hold of in this way.'
0:29:29 > 0:29:33In the right hands, somebody can use those bits of information
0:29:33 > 0:29:37against you as an identity theft, or an identity fraud attack.
0:29:39 > 0:29:42'And it's not just your smartphone that's vulnerable to
0:29:42 > 0:29:46'attacks like this, laptop computers, or tablets, are just as viable
0:29:46 > 0:29:49'to hackers looking to get hold of your information.
0:29:49 > 0:29:51'One simple piece of advice
0:29:51 > 0:29:54'if you're surfing the internet using Wi-Fi is to look
0:29:54 > 0:30:00'out for the websites whose addresses begin with the letters https.
0:30:00 > 0:30:03'The "s" stands for secure.
0:30:03 > 0:30:06'Banks and many shops now use them and you'll know you're safe
0:30:06 > 0:30:09'because you'll see a little padlock sign by the address.
0:30:09 > 0:30:12'That's just one of the tips Joey's going to keep in mind.'
0:30:14 > 0:30:18I think that I'm going to not connect to Wi-Fi networks
0:30:18 > 0:30:22automatically. That's probably the biggest thing
0:30:22 > 0:30:25because if I don't know that I'm connecting to them,
0:30:25 > 0:30:27I don't know that I'm putting myself at risk.
0:30:27 > 0:30:32'Back inside, the fake network David set up has been
0:30:32 > 0:30:35'running for just an hour but we have already had quite a few
0:30:35 > 0:30:38'coffee shop customers attempting to log on.'
0:30:38 > 0:30:42In real time right now, I'm seeing people logging on to this
0:30:42 > 0:30:45spoof network that we've created, trying to visit web pages.
0:30:47 > 0:30:48It's very exciting.
0:30:48 > 0:30:51It's like watching some real drama unfold in real time.
0:30:51 > 0:30:54'And when we approached some of the customers who had tried to
0:30:54 > 0:30:57'log on to our network, it was clear they really weren't aware
0:30:57 > 0:30:59'why it could be so risky.'
0:30:59 > 0:31:04Are you aware of the fact that when you're logging onto these
0:31:04 > 0:31:09networks, potentially, people might be able to eavesdrop, to snoop
0:31:09 > 0:31:12in on the data that you're sending and receiving over the internet?
0:31:14 > 0:31:16Um, marginally, I guess.
0:31:16 > 0:31:20Although generally I only really log on in coffee shops
0:31:20 > 0:31:23and on what I presume as being "their" networks.
0:31:23 > 0:31:26So what will you do differently now you're a bit more
0:31:26 > 0:31:29aware of the risks of public Wi-Fi?
0:31:29 > 0:31:32Most likely just make sure that the network I'm connecting to
0:31:32 > 0:31:35is in fact the network of the establishment that I'm in.
0:31:37 > 0:31:40'Throughout the afternoon there was a steady stream of other
0:31:40 > 0:31:43'customers falling for our fake free Wi-Fi.'
0:31:43 > 0:31:46The experiment's finished, we've been here for four hours
0:31:46 > 0:31:49and in that time we've had 15 different connection
0:31:49 > 0:31:52attempts onto our fake wireless hotspot.
0:31:52 > 0:31:56That's 15 people who potentially might be surrendering their private
0:31:56 > 0:32:00and personal information to hackers and scammers.
0:32:00 > 0:32:03'So is there anything more the providers of public
0:32:03 > 0:32:06'Wi-Fi could be doing to help protect us?
0:32:08 > 0:32:11'We contacted the top three coffee shop chains,
0:32:11 > 0:32:14'Caffe Nero, Starbucks and Costa, to see what they do to ensure
0:32:14 > 0:32:17'their Wi-Fi networks are secure.
0:32:17 > 0:32:20'Caffe Nero chose not to comment.
0:32:20 > 0:32:23'The others said that they put preventative measures in place
0:32:23 > 0:32:25'and monitor against any risks
0:32:25 > 0:32:30'and they reiterated David's advice to only use secure websites.
0:32:30 > 0:32:35'Starbucks, along with BT, which provides the chain's Wi-Fi,
0:32:35 > 0:32:38'told us by its very nature public Wi-Fi always carries
0:32:38 > 0:32:43'a potential risk if unsecured websites are being used.
0:32:43 > 0:32:46'They said that they have planned upgrades later this year to
0:32:46 > 0:32:49'further improve Wi-Fi security in their outlets.
0:32:50 > 0:32:54'Costa, with their Wi-Fi provider O2, told us that their
0:32:54 > 0:32:58'public Wi-Fi network has a personalised welcome page
0:32:58 > 0:33:01'when users sign in so that users can be confident
0:33:01 > 0:33:05'they're connected to a fully monitored and secure service.
0:33:08 > 0:33:12'But David believes that some public Wi-Fi providers could do more to
0:33:12 > 0:33:17'warn users that their connection may not be as secure as you might think.
0:33:17 > 0:33:20'He also feels that we ourselves should be more careful
0:33:20 > 0:33:24'when going online, whether we're on the go or at home.'
0:33:24 > 0:33:27If you've got an unencrypted network that you're running at home,
0:33:27 > 0:33:31then you run the risk of hackers being able to see what you're sending
0:33:31 > 0:33:33and receiving over the internet.
0:33:33 > 0:33:34If I were a cybercriminal,
0:33:34 > 0:33:39I would be able to use this data to steal money from people,
0:33:39 > 0:33:42to perform all kinds of identity theft, identity fraud -
0:33:42 > 0:33:45it's really serious stuff.
0:33:45 > 0:33:49'Luckily for us, David's put together some tips on using Wi-Fi safely
0:33:49 > 0:33:53'and you can find them on our website.'
0:34:03 > 0:34:06Earlier in the programme we heard about the dark web,
0:34:06 > 0:34:09the secret corners of the internet where fraudsters
0:34:09 > 0:34:14and criminals can buy and sell stolen information and identities.
0:34:14 > 0:34:17Now although my information appears not to be there, there are at least
0:34:17 > 0:34:22five million people whose personal and valuable information IS.
0:34:22 > 0:34:25In fact, no sooner had we finished filming
0:34:25 > 0:34:28with identity theft expert Darren Innes than he called us back
0:34:28 > 0:34:31to tell us that he believed he had intercepted
0:34:31 > 0:34:34a potential fraud involving stolen credit card details
0:34:34 > 0:34:38that were being used to buy very expensive goods.
0:34:41 > 0:34:44Darren had picked up what he thought were suspicious patterns
0:34:44 > 0:34:48of activity on one of the websites on the dark web.
0:34:48 > 0:34:52What he'd noticed was that several different e-mail addresses
0:34:52 > 0:34:56were being used to order goods that were apparently all being
0:34:56 > 0:34:58delivered to one home address.
0:34:58 > 0:35:04You don't find different individuals with the same e-mail address,
0:35:04 > 0:35:07that's a statistical improbability,
0:35:07 > 0:35:11so that was the immediate flag for us.
0:35:11 > 0:35:13If you find a pattern within your data,
0:35:13 > 0:35:15it's pretty straightforward to realise that that is
0:35:15 > 0:35:19a criminal group who are receiving goods that they will sell on
0:35:19 > 0:35:24to other individuals with a view to making money.
0:35:24 > 0:35:25Darren suspected that whoever was
0:35:25 > 0:35:27using these different e-mail addresses
0:35:27 > 0:35:32was ordering goods using stolen credit card details,
0:35:32 > 0:35:36and then getting them delivered to what's known as a "drop house".
0:35:37 > 0:35:41When they take over your identity, they replace your address
0:35:41 > 0:35:44with a particular address that they control.
0:35:44 > 0:35:46Your goods are then delivered,
0:35:46 > 0:35:49after goods have been paid for with your credit card,
0:35:49 > 0:35:53to that address, and the criminal then has possession of them.
0:35:53 > 0:35:55Normally they're typical high-value items,
0:35:55 > 0:36:00so they could be high-value clothing, electrical goods,
0:36:00 > 0:36:04anything that the criminal can pass on quickly
0:36:04 > 0:36:07and make their money out of it.
0:36:07 > 0:36:12If he's right, this kind of criminal activity is particularly hard
0:36:12 > 0:36:15to track, as anything that is carried out on the dark web
0:36:15 > 0:36:19leaves little or no footprint, so once the criminal has bought
0:36:19 > 0:36:23the stolen details, they're virtually impossible to find.
0:36:23 > 0:36:27In this case, we have no idea of telling who the actual criminal is.
0:36:27 > 0:36:29What we can tell is, it's most likely to be
0:36:29 > 0:36:33a gang of criminals operating out of the same address.
0:36:33 > 0:36:37So they're getting deliveries of goods on a regular basis that
0:36:37 > 0:36:39then they go on to sell.
0:36:39 > 0:36:42A lot of gangs will be operating internationally,
0:36:42 > 0:36:47so they may be sitting in a country in Africa or Eastern Europe
0:36:47 > 0:36:50defrauding us, carrying out the technology piece of this,
0:36:50 > 0:36:53the ordering of the goods,
0:36:53 > 0:36:56and then they will have one or two people in the UK that receive
0:36:56 > 0:36:59those goods and then either sell them on or put them
0:36:59 > 0:37:02in a container and ship them to another country.
0:37:03 > 0:37:06To check whether Darren's intelligence was right,
0:37:06 > 0:37:10we contacted the customer whose credit card details had been stolen.
0:37:10 > 0:37:12They confirmed to us that they
0:37:12 > 0:37:16had also just been made aware of the fraud by their
0:37:16 > 0:37:19credit card company, so in the nick of time, the fraud had been stopped.
0:37:19 > 0:37:22But we wanted to know more about who lived at the address
0:37:22 > 0:37:25to which the goods were apparently being delivered,
0:37:25 > 0:37:29and whether they really had links with criminals using the dark web.
0:37:29 > 0:37:32So we've come up with a ruse to try and find out.
0:37:36 > 0:37:40We're going to send an empty parcel to the same address that was
0:37:40 > 0:37:44being used by the spate of orders that Darren spotted.
0:37:44 > 0:37:46But we'll address it to the name of a person
0:37:46 > 0:37:48that we know does NOT live there.
0:37:48 > 0:37:53So the question is, will whoever IS there accept it, or come clean
0:37:53 > 0:37:55that it isn't for them?
0:37:55 > 0:37:57Well, Darren is pretty confident about what
0:37:57 > 0:37:58he thinks is going to happen.
0:37:58 > 0:38:01The person will probably not even think about it and just sign
0:38:01 > 0:38:05the goods, but when you question them, they'll most likely play dumb.
0:38:07 > 0:38:08Is he right?
0:38:08 > 0:38:10Well, posing as a delivery man,
0:38:10 > 0:38:13one of our team is making up the parcel.
0:38:13 > 0:38:18OK, what I'm about to do is write a fake name, make up a fake name,
0:38:18 > 0:38:21write that on the box
0:38:21 > 0:38:26and then attempt to give it to the people living in the house.
0:38:26 > 0:38:28So the fake name is now on the box
0:38:28 > 0:38:31and I'm going to attempt to deliver it.
0:38:36 > 0:38:39Hello, mate, got a package for you.
0:38:39 > 0:38:41- WOMAN:- Oh, thank you. - Yep, all right.
0:38:41 > 0:38:44So the person at the house happily accepted a parcel that was
0:38:44 > 0:38:48not for them, but in case that was simply an honest mistake,
0:38:48 > 0:38:51we're going to deliver a second parcel, and this time we've
0:38:51 > 0:38:53addressed it to Julia Somerville,
0:38:53 > 0:38:55and we know she doesn't live there.
0:38:55 > 0:39:00So, what will whoever answers the door say when we ask if she does?
0:39:00 > 0:39:04Hello. Got a package, does this person live here?
0:39:04 > 0:39:09- Yeah.- Yeah?- Thanks. - OK, no problem. Thank you.
0:39:09 > 0:39:12The person who answered the door not only accepted the parcel, but also
0:39:12 > 0:39:16falsely claimed that the addressee WAS someone who lived there.
0:39:16 > 0:39:18We knew this wasn't true,
0:39:18 > 0:39:21so went back to the house for an explanation.
0:39:23 > 0:39:26- 'Scuse me, hi, do you live here? - No, I don't.
0:39:26 > 0:39:29- Hello, we're from BBC's Rip-Off Britain, we'd like...- No, thanks.
0:39:29 > 0:39:35We'd like to know why you've accepted two parcels for made-up names.
0:39:35 > 0:39:36DOG BARKS
0:39:39 > 0:39:41So we've just come back from the house,
0:39:41 > 0:39:44and the occupants didn't have too much to say for themselves.
0:39:44 > 0:39:47They accepted two parcels with names that we clearly made up,
0:39:47 > 0:39:52and they slammed the door on us.
0:39:52 > 0:39:56Now, the fact that our parcels were accepted doesn't
0:39:56 > 0:39:58actually prove any link to the fraudulent orders
0:39:58 > 0:40:00that Darren spotted. But it is enough
0:40:00 > 0:40:02to get his alarm bells ringing.
0:40:02 > 0:40:04By the very nature, that they're signing for a set
0:40:04 > 0:40:09of goods that they didn't pay for, leads on to them being suspicious.
0:40:10 > 0:40:13And it remains the case that, for whatever reason
0:40:13 > 0:40:14and whoever did it,
0:40:14 > 0:40:18some of the goods delivered to this address were ordered illegally,
0:40:18 > 0:40:22using personal details bought and sold on the dark web.
0:40:22 > 0:40:25So Darren has advice to make sure that, the next time,
0:40:25 > 0:40:28it's not your information being stolen and used this way.
0:40:28 > 0:40:30The bottom line is,
0:40:30 > 0:40:33we have to be responsible for our own personal data.
0:40:33 > 0:40:36We have to change our password regularly,
0:40:36 > 0:40:39we have to look at our credit file and see
0:40:39 > 0:40:42if there's been anybody trying to access it,
0:40:42 > 0:40:46we do need to take note of our bank account statements and see
0:40:46 > 0:40:50if there's been activity on there that we're not aware of.
0:40:50 > 0:40:54That is really the only way that we're going to prevent this.
0:41:01 > 0:41:02Here at Rip-Off Britain,
0:41:02 > 0:41:05we're always ready to investigate more of your stories,
0:41:05 > 0:41:07and we'd especially like to hear from you
0:41:07 > 0:41:12if you've had a problem on holiday or while travelling at home or abroad.
0:41:12 > 0:41:15So, if you feel let down by your airline,
0:41:15 > 0:41:18disappointed that the hotel looked very different from the
0:41:18 > 0:41:20glossy photos in the brochure,
0:41:20 > 0:41:22or maybe you're angry about hidden charges
0:41:22 > 0:41:24that weren't clear when you booked...
0:41:26 > 0:41:28..you can write to us, at...
0:41:36 > 0:41:39Or send us an e-mail, to...
0:41:41 > 0:41:46The Rip-Off team is ready and waiting to investigate your stories.
0:41:50 > 0:41:51Well, I must say,
0:41:51 > 0:41:53I've personally learned a lot from today's programme.
0:41:53 > 0:41:57These days, almost everything we do seems to be online,
0:41:57 > 0:41:58but as we've seen,
0:41:58 > 0:42:01the moment we use the internet we leave digital footprints
0:42:01 > 0:42:02right across the web,
0:42:02 > 0:42:05so it truly is important to take a moment to think about
0:42:05 > 0:42:08exactly what information you're providing
0:42:08 > 0:42:09and who you're giving it to.
0:42:09 > 0:42:13Yes, when you've pressed that send key, you can't get it back.
0:42:13 > 0:42:16Well, everyone we've heard from today is now a little bit more
0:42:16 > 0:42:20sceptical about where they click and what they actually do online,
0:42:20 > 0:42:23so fingers crossed you too will think twice about going onto
0:42:23 > 0:42:26a site that might not be all you think it is,
0:42:26 > 0:42:29or works a little bit differently from the way you've assumed.
0:42:29 > 0:42:31So, before you sign up to anything,
0:42:31 > 0:42:35don't just click OK to all of those terms and conditions,
0:42:35 > 0:42:39make sure that you read them over before, because if things
0:42:39 > 0:42:42go wrong, it's much more difficult to put things right afterwards.
0:42:42 > 0:42:45And, as we saw in that last test in the cafe,
0:42:45 > 0:42:47just think very carefully about how
0:42:47 > 0:42:50and where you connect to the internet, particularly
0:42:50 > 0:42:53if you're out and about, because you never know who might be watching.
0:42:53 > 0:42:56Well, we're delighted that you chose to watch us today,
0:42:56 > 0:42:58and we hope you'll do it again, but for today, that's it.
0:42:58 > 0:43:01We will be back with more of your stories very soon,
0:43:01 > 0:43:02but for now, from all of us, bye-bye.
0:43:02 > 0:43:03- Bye-bye.- Goodbye.