:00:11. > :00:14.BUPA, AXA, payments going down. BUPA, AXA, payments going down.
:00:14. > :00:19.Indesit washing machines blowing up. Lloyds, Barclays and the PPI
:00:20. > :00:22.scandal. Why aren't the banks giving refunds? Plus BT Vision, TomTom and
:00:22. > :00:32.FIFA 13 - it's Watchdog, the programme you
:00:32. > :00:44.
:00:44. > :00:48.Yes, hello and good evening and Yes, hello and good evening and
:00:48. > :00:53.welcome to Watchdog. We are live, as usual, from Television Centre.
:00:53. > :00:57.Tonight: Indesit, what's these washing machines go bang? It's
:00:57. > :01:05.hard to describe. It sounded basically like a bomb or something
:01:05. > :01:10.like that, that had exploded. Also, BUPA, AXA, raising patients'
:01:10. > :01:14.premiums, cutting payouts. Lloyds, it mis-sold PPI, now it's denying
:01:14. > :01:18.customers compensation. And FIFA 13, best-selling sports computer game,
:01:18. > :01:21.top of our league for complaints. Tonight's rogues could give them
:01:21. > :01:28.some competition. Complaints about them go back years, so
:01:28. > :01:32.are catching up with a few, including this one, Eddie Green,
:01:32. > :01:40.silver-tongued son of Suffolk, leaves your driveways clean but very
:01:40. > :01:45.Yes, it turned out cameras were the Yes, it turned out cameras were the
:01:45. > :01:48.least of his problems because after we exposed him for laying dodgy
:01:48. > :01:53.driveways the authorities then caught up. We will tell you
:01:53. > :01:55.happened to him along with other stars of our Rogues' Gallery
:01:55. > :01:58.later. later.
:01:58. > :02:02.First Indesit, which sums up its First Indesit, which sums up its
:02:02. > :02:09.philosophy in two words: simple better. The experience of these
:02:09. > :02:14.I was actually through in the lounge I was actually through in the lounge
:02:14. > :02:19.with the children, just playing their toys, keeping them amused and
:02:19. > :02:24.I suddenly heard this horrendous bang go off in the kitchen.
:02:24. > :02:28.was the most almighty could ever wish to hear, thinking
:02:28. > :02:31.half the house was coming down. It's hard to describe. It sounded
:02:31. > :02:35.basically like a bomb or something like that, that had exploded.
:02:35. > :02:39.Crashes and explosions like these are normally confined to disaster
:02:39. > :02:46.movies. You don't expect them your home, and not from
:02:46. > :02:47.One evening last June Ellie Walton One evening last June Ellie Walton
:02:47. > :02:48.One evening last June Ellie Walton from Suffolk loaded her Indesit
:02:48. > :02:49.from Suffolk loaded her Indesit from Suffolk loaded her Indesit
:02:49. > :02:54.One evening last washing machine, set it running and
:02:54. > :02:57.went to join her two children in the lounge. I was just doing a normal
:02:57. > :03:00.weekly wash of our clothes. It was just a normal amount in there. There
:03:00. > :03:05.was a good space at the top. always make sure that, you know,
:03:06. > :03:15.it's not overloaded or anything like that. But 20 minutes later, she
:03:15. > :03:19.heard an almighty bang from her kitchen. BANG. Once I actually
:03:19. > :03:23.the machine I knew that it something that shouldn't happen. The
:03:23. > :03:28.top was ripped off it, the door was blown open and the dials had blown
:03:28. > :03:32.off as well. It had pushed out and the work top out, and taken
:03:32. > :03:37.off its metal brackets and ripped that apart as well. Her washing
:03:37. > :03:41.machine had exploded. The floor was covered in broken plastic and inside
:03:41. > :03:44.the drum had come loose and was left buckled and twisted. The actual
:03:44. > :03:47.tray where you put your washing liquid and everything in had
:03:47. > :03:52.completely shattered. When I feeling around obviously to get the
:03:52. > :03:59.clothes out, I could see that the drum had obviously ripped and then
:03:59. > :04:03.rotated round on itself. It was very sharp as well. I was so angry, and
:04:03. > :04:06.livid at the fact that one of could have got injured. Not just
:04:06. > :04:12.thinking about the kids, but any of us could have been in here and
:04:12. > :04:14.actually got hurt by it, so - now, on Watchdog we hear about lots of
:04:14. > :04:19.freak incidents involving household goods and this seemed like another
:04:19. > :04:23.of those unexplained one-offs. But then we found that the same thing
:04:23. > :04:33.had happened in another part of country. And it involved the
:04:33. > :04:33.
:04:33. > :04:38.same machine. Boom. The front of the washing machine, all the plastic
:04:38. > :04:44.dials and everything, all that plastic had shattered off, so
:04:44. > :04:47.obviously that's a huge hazard if you've got young
:04:47. > :04:52.they are the height of that washing machine, and the front where the
:04:52. > :05:02.dials are. Obviously that is something that could cause
:05:02. > :05:03.
:05:03. > :05:08.Both Rachel and Ellie had the Both Rachel and Ellie had the
:05:08. > :05:16.Indesit WIX L13 but the problem isn't limited to that model. Tim
:05:16. > :05:22.the same experience with the more expensive WIX E167 and the dodge was
:05:22. > :05:27.even more serious. We came into the kitchen to find it covered with what
:05:27. > :05:31.can only be described as shrapnel. The work surface mushroomed up
:05:31. > :05:36.the washing machine was sat there, completely destroyed. Where you have
:05:36. > :05:40.that concrete balancing block in the back of a washing machine to stop it
:05:40. > :05:44.rocking and rolling when it's spinning, when the drum split or
:05:44. > :05:49.whatever happened to the drum, tried to fire this concrete
:05:49. > :05:54.out of the top of the machine. Had there been no worktop or anything
:05:54. > :05:59.above it, potentially this concrete block could have gone into the base
:05:59. > :06:03.of the gas boiler, resulting in quite a bigger bang. In total, we've
:06:03. > :06:06.heard of around Indesit machines from across the
:06:06. > :06:13.country exploding. In each there were no warning signals
:06:13. > :06:17.anything was wrong with them. The owners want answers. Since the
:06:17. > :06:21.machines seem to explode on their final spin cycle, electrical
:06:21. > :06:24.engineer Graham Watkinson thinks the problem might be with the drum.
:06:24. > :06:32.asked him to take a look at the same model that exploded in
:06:32. > :06:35.Here you can see you've got the Here you can see you've got the
:06:35. > :06:37.concrete block and this is what keeps it sturdy? Yes, that also
:06:37. > :06:42.keeps it in balance. What would happen if these washing machines
:06:42. > :06:46.didn't have a concrete the top? They would
:06:46. > :06:49.themselves apart. So would be rendered useless straightaway?
:06:49. > :06:55.Completely. Graham then removes the plastic casing so that we can see
:06:55. > :06:58.the inner drum. Ricky, I've got the drum out of the machine now.
:06:58. > :07:03.believe what happens is the seam actually splits open, then what
:07:03. > :07:09.happen is the actual drum itself will open, just like a can. When it
:07:09. > :07:15.splits it then hits the outer and breaks through that -
:07:15. > :07:20.made of plastic. It is, hitting the concrete, and this is the
:07:20. > :07:23.the top that it's hitting. If the concrete slab actually cracked, the
:07:23. > :07:26.weight distribution there would be no balance on it
:07:26. > :07:30.whatsoever and then the thing would start doing exactly the same,
:07:30. > :07:33.would shake itself to pieces. So this is essentially smashing through
:07:33. > :07:37.the top of the washing machine and that's what is creating the damage?
:07:37. > :07:42.Yes. How dangerous would this be it was in your kitchen and it broke
:07:42. > :07:45.and this kind of damage occurred? Well, as far as actual injury goes
:07:45. > :07:51.to somebody, it could catastrophic. Since Ellie, Rachel
:07:51. > :07:57.and Tim's machines exploded, Indesit have apologised and paid for
:07:57. > :08:01.replacements, but is that enough? I just can't believe that with that
:08:01. > :08:03.risk in mind, they haven't done anything about it yet. I really
:08:03. > :08:08.feel that Indesit should feel that Indesit should recall the
:08:08. > :08:12.washing machines, before somebody gets seriously hurt. Ricky Boleto
:08:12. > :08:15.reporting there. Indesit say they are sorry some customers have had
:08:15. > :08:18.problems, but when brought to their attention, they've dealt with them
:08:18. > :08:24.promptly. They say they are aware a technical issue that could
:08:24. > :08:29.a very small number of their machines, the models potentially
:08:29. > :08:32.affected are are as follows. WIX L143 and the WIX E167.
:08:32. > :08:36.They have been built between May They have been built between May
:08:36. > :08:40.2007 and June 2009. Under certain operating conditions the drum seam
:08:40. > :08:43.has fractured, causing damage to the machine. They say this problem does
:08:43. > :08:47.not affect any Indesit model on today.
:08:47. > :08:50.OK, but they are surely recalling the two models that are affected?
:08:50. > :08:57.No, they say they've carried out risk assessment and
:08:57. > :09:02.the risk is low, so a withdrawal isn't necessary.
:09:02. > :09:07.Low risk but potentially severe Low risk but potentially severe
:09:07. > :09:17.consequences? It certainly looks like it. They've asked any concerned
:09:17. > :09:23.
:09:23. > :09:30.customers to call their customer services.
:09:30. > :09:37.Thanks, Chris. Coming up: BUPA, AXA, Thanks, Chris. Coming up: BUPA, AXA,
:09:37. > :09:42.PPP, price of your premiums going up.
:09:42. > :09:47.close and our gallery is full of a new set of photos. What happens when
:09:47. > :09:50.we take those pictures down? Some rogues go out of by, some see the
:09:50. > :10:00.error of their ways and some try to carry on business as before. They
:10:00. > :10:07.
:10:07. > :10:11.don't always succeed though, as you are about to find out.
:10:12. > :10:17.# 1, 2, 3, 4, 5, 6 # # 1, 2, 3, 4, 5, 6 #
:10:17. > :10:23.Yeah, it's update time and out road trip, or even rogue trip.
:10:23. > :10:29.love all this, the wind in my helmet, trusty steel stallion
:10:29. > :10:35.between my jeans and I'm off to one of my favourite places. Yorkshire. I
:10:35. > :10:45.love Yorkshire. The dales, the moors, the bit in between
:10:45. > :10:46.
:10:46. > :10:56.and the moors, and the love the people. Ee by gum, there's
:10:56. > :10:57.
:10:57. > :11:07.that lad off Rogue Traders. was that? I have been practising
:11:07. > :11:07.
:11:07. > :11:14.all night, listening to Emmerdale. Going tut Wool Pack. I hate
:11:15. > :11:19.Emmerdale! Ah. We are Yorkshire. I mean, we wanted to be,
:11:19. > :11:23.but it's the end of the series and the budget has gone. In our
:11:23. > :11:29.imaginations, where travel is free, let's go to Wakefield, to re-visit
:11:29. > :11:36.gas fitter Brian Lloyd who we did actually travel to meet in 2009.
:11:36. > :11:40.Now, back then Brian was trading as the Gas House and his speciality was
:11:40. > :11:44.servicing fires, gas ones funnily enough. That all would have been
:11:44. > :11:47.fine if he wasn't breaking the law by doing it, because he had
:11:47. > :11:50.previously been struck previously been struck off the Corgi
:11:50. > :11:55.register twice and he was being investigated by the
:11:55. > :12:00.Safety Executive for causing a gas leak at a customer's home and yet we
:12:01. > :12:08.heard he was still at it. So we called him out to this house to
:12:08. > :12:18.service this filthy fire. And my 2009 self was waiting to step in the
:12:18. > :12:21.
:12:21. > :12:31.moment he overstepped the law, ie do anything other than clean the fire.
:12:31. > :12:36.
:12:36. > :12:38.Yet it didn't take Brian long, and Yet it didn't take Brian long, and
:12:38. > :12:46.It's really dirty, that was Janie Cooper, by the way,
:12:47. > :12:53.our gas guru for the day. Sorry, while I remember - my Dad said to
:12:54. > :13:00.ask for your - what is it? It's not CORGI, gas safe card? Yes, I will
:13:00. > :13:10.give you that, yes. Great. Go on then, Brian. Is it just a number or
:13:10. > :13:11.
:13:11. > :13:16.Yes, it was a proper showroom but to Yes, it was a proper showroom but to
:13:16. > :13:26.be a proper gas fitter he needed have one of these, a proper gas
:13:26. > :13:27.
:13:27. > :13:31.To show Brian he was behaving like a To show Brian he was behaving like a
:13:31. > :13:37.gas fitter from 100 years ago we drafted in the help of a Victorian
:13:37. > :13:47.street urchin who just happened to be passing. And a traditional
:13:47. > :14:22.
:14:22. > :14:28.Yorkshire brass band, you know?
:14:28. > :14:30.right? Yes. Those were the bad old days when gas fitters could be just
:14:30. > :14:35.about anyone, they could be underqualified, not
:14:35. > :14:39.all. Now, of course, you have to be gas safe registered. You do.
:14:39. > :14:42.you are not, are you? Yes, I am. No, you are not. I've just got my
:14:42. > :14:46.papers through. We know that's not the case and in fact you have been
:14:46. > :14:50.investigated for work you have done recently by Gas Safe
:14:50. > :14:53.because the house was left unsafe condition. I promise you, we
:14:53. > :15:00.know what we are talking about. Listen, I've watched this programme,
:15:00. > :15:02.I've got my papers at home. you haven't got a Gas Safe card with
:15:02. > :15:06.you, they know nothing about apart from the work that
:15:06. > :15:10.to investigate to put right. Fine, yeah. You are breaking the law
:15:10. > :15:18.work that you are doing and claiming to be certified and that you know
:15:18. > :15:22.what you are doing when, in you are not. Are you? You are not.
:15:22. > :15:32.MUSIC. Are we going to agree on the fact that you are not gas
:15:32. > :15:34.
:15:34. > :15:39.registered? You can see my papers. You are dangerous, Brian. MUSIC .
:15:39. > :15:43.Beautiful. Absolutely beautiful. Now, Brian never did show us his
:15:43. > :15:47.papers but his past caught up with him a few months later because in
:15:47. > :15:53.February 2010 the HSE prosecuted him for causing that gas leak and he was
:15:53. > :15:57.once again banned from doing work. Thank goodness for that.
:15:57. > :16:00.That's not the end of the story. Six months later, he had broken the law
:16:01. > :16:07.again, installing a boiler dangerously. What kind of an
:16:07. > :16:11.is that? Let me finish. May 2012, this year, he was up in court,
:16:11. > :16:16.pleading guilty to two offences against the gas safety regulations,
:16:16. > :16:26.and one charge of breaching a prohibition notice. He was ordered
:16:26. > :16:26.
:16:26. > :16:31.to do 250 hours' community service and to pay �500 against costs. �500?
:16:31. > :16:35.That's some monkey. Never did quite get the hang of that Yorkshire
:16:35. > :16:43.thing, did she? Let's hope she doesn't learn to speak like our next
:16:43. > :16:45.rogue either, he has a mouth like a sewer. As for his work that's also
:16:45. > :16:50.shhh-ambolic. Next though, payment protection
:16:50. > :16:54.insurance or PPI. For more than decade banks routinely
:16:54. > :16:57.to millions of customers who applied for credit cards. Those banks have
:16:57. > :17:02.since had to set aside billions in compensation for customers entitled
:17:02. > :17:10.to refunds, so why are the same banks turning down wholly legitimate
:17:10. > :17:14.The big five banks, not always The big five banks, not always
:17:14. > :17:17.popular and, when it comes to judging PPI complaints, not always
:17:18. > :17:22.right. It took a High Court ruling last year to force them to
:17:22. > :17:25.compensate millions of customers that were missold the policy,
:17:25. > :17:35.the amounts they've had to set aside to cover the claims are truly
:17:35. > :17:37.
:17:37. > :17:40.Santander reckons its compensation Santander reckons its compensation
:17:40. > :17:48.bill could hit �550 million, but that's nothing compared to
:17:48. > :17:51.rivals. HSBC expects to pay out just over �1 billion. RBS thinks it needs
:17:51. > :17:57.1.3 billion to cover the cost of claims, while Barclays reckons
:17:57. > :18:06.will pay out 2 billion. But the Daddy of them all is Lloyds. It has
:18:06. > :18:11.put aside a staggering �4.3 billion. So the total bill for the big five?
:18:11. > :18:16.Just over �9 billion. But although they've committed to use all of this
:18:16. > :18:20.money for repayments, in reality some banks appear strangely
:18:20. > :18:25.reluctant to part with it, despite all their promises to compensate
:18:25. > :18:30.everyone who was missold PPI, actually getting your money back can
:18:30. > :18:34.be remarkably difficult. This is Nahida Goodchild, from
:18:34. > :18:38.Ipswich. Unknown to her, Barclays sold her PPI when she took
:18:38. > :18:42.credit card with them in 1990. I never had a conversation with
:18:42. > :18:50.anybody to say "This is PPI, this what it's about, what you are
:18:50. > :18:53.covered for or not covered for". It was only when Nahida saw news
:18:53. > :18:58.reports and checked to find she had PPI herself. I have been
:18:58. > :19:01.a long time, more than 20 years, for something I didn't know I had,
:19:01. > :19:06.whether I wanted it or didn't want it, it was obviously being charged.
:19:06. > :19:10.So, convinced that she had a case for a refund, Nahida contacted
:19:10. > :19:15.her bank. Barclays sent me a letter, rejecting my claim, and
:19:15. > :19:19.implying that I had actually signed up to PPI, which is totally untrue.
:19:19. > :19:23.They've never given me any other full explanation. There's no
:19:23. > :19:28.evidence from their side to prove that I signed any paperwork.
:19:28. > :19:33.Unfortunately for Nahida it came down to her word against Barclays,
:19:33. > :19:43.but if you find yourself in the same position the bank's word doesn't
:19:43. > :19:43.
:19:43. > :19:47.have to be final. You can appeal. The Financial Ombudsman Service or
:19:47. > :19:51.FOS is an independent body which power to overturn bank decisions and
:19:51. > :19:56.if necessary award compensation. It was set up to adjudicate in all
:19:56. > :19:59.kinds of disputes but ever since the banks were supposed to be
:19:59. > :20:06.compensating PPI customers been creaking under the workload.
:20:06. > :20:08.This is completely unprecedented. Natalie is the chief ombudsman
:20:09. > :20:12.chief executive of the service. Unfortunately now there are millions
:20:12. > :20:17.of people out there who have been denied justice for a very long time
:20:17. > :20:21.and for the ombudsman service we doing one of the biggest cleanups in
:20:21. > :20:24.financial services history. They are receiving so many complaints
:20:24. > :20:28.about banks rejecting PPI that they have had to double
:20:28. > :20:32.number of staff. It has now hit unprecedented volumes. In fact, last
:20:32. > :20:35.week we received our half millionth complaint about the
:20:35. > :20:39.subject and now every working day we are getting around 4,000 phone
:20:39. > :20:44.about PPI misselling and taking in a thousand or more new complaints to
:20:44. > :20:49.investigate. What is the volume of cases that you have overturned, ie
:20:49. > :20:52.you've gone back on the bank's decision, overruled it in fact?
:20:52. > :20:59.Over those cases something three quarters of those customers,
:20:59. > :21:05.we've awarded compensation. And the worst banks for refusing to pay out?
:21:05. > :21:12.Lloyds and Barclays. In the first six months of the year, the
:21:12. > :21:17.ombudsman received 9,500 about Lloyds. 98% of those were
:21:17. > :21:21.upheld meaning Lloyds had to pay out. In the same period there were a
:21:21. > :21:25.staggering 19,500 complaints about misselling by Barclays and, of
:21:26. > :21:29.those, 93% were upheld. I'm totally angry and furious and I don't
:21:29. > :21:31.I would ever sign up for all with Barclays. I think it's
:21:31. > :21:37.totally unfair because I don't actually think they've actually
:21:37. > :21:42.looked into any of the paperwork, because where I've supplied them
:21:42. > :21:45.with a huge amount of evidence and proof to state my case, I haven't
:21:45. > :21:51.had anything back but a two-line letter to say they are rejecting my
:21:51. > :21:53.claim. Critics accuse the banks of using a range of tactics to
:21:53. > :21:57.customers off or reject their entirely legitimate
:21:57. > :22:03.According to the ombudsman, some even go as far as saying
:22:03. > :22:07.customer never had place. We are getting a lot of banks
:22:07. > :22:11.saying these consumers never had policies, they are trying it on.
:22:11. > :22:13.When we ask just a few more questions we found that actually a
:22:13. > :22:17.quarter of consumers did have and then we go
:22:17. > :22:21.whether or not they were missold. Following the worst misselling
:22:21. > :22:26.scandal in UK financial history, banks are supposed to be putting
:22:26. > :22:31.things right. On this evidence, some are failing spectacularly. But this
:22:31. > :22:35.time the rest of us may not have to pay for their failings. The nice
:22:35. > :22:39.thing about the ombudsman service we have legally binding powers so
:22:39. > :22:42.what we decide, the banks have to do, so if people do feel they were
:22:42. > :22:47.missold of course they've got to look at their bank first but if they
:22:47. > :22:54.don't think they've got that is what we are here for. Now,
:22:54. > :22:58.Lloyds says the ombudsman's figures relate to historic processes and
:22:58. > :23:01.procedures. It says for a short period last year there were problems
:23:01. > :23:05.in distributing PPI compensation to customers. Whilst these were swiftly
:23:05. > :23:08.resolved they are likely to have an impact on the ombudsman's figures.
:23:08. > :23:14.Meanwhile, a result from Barclays. The bank has now apologised
:23:14. > :23:18.Nahida Goodchild and promised to her back in full. It insists claims
:23:18. > :23:22.management companies are largely to blame for clogging up the PPI
:23:22. > :23:27.complaints system and says its own processing time has been cut.
:23:27. > :23:31.Complaints to the ombudsman are at their lowest for three years. Now,
:23:31. > :23:34.FIFA 13, the world's best-selling sports computer game, it sold more
:23:34. > :23:40.than a million units in the UK within days of its launch earlier
:23:40. > :23:43.this month. We reported complaints about the game freezing and locking
:23:43. > :23:46.up computers just days after it went on sale and you may
:23:47. > :23:50.giving us a reassuring statement. Yes, that was probably the one where
:23:50. > :23:55.they said they were constantly listen to go feedback from fans,
:23:55. > :24:00.continuing to improve the game and addressing problems so all players
:24:00. > :24:03.have a good experience? Yes, was the one. Sadly, all the issues
:24:03. > :24:13.haven't been addressed and a lot players are having an
:24:13. > :24:14.
:24:14. > :24:16.Goes back, Adam Johnson - I've had Goes back, Adam Johnson - I've had
:24:16. > :24:16.Goes back, Adam Johnson - I've had invisible players, invisible
:24:16. > :24:17.invisible players, invisible invisible players, invisible
:24:17. > :24:21.Goes back, Adam Facebooks. It was quite strange, to
:24:21. > :24:26.be honest, because I couldn't what I was doing, and it was just
:24:26. > :24:33.frustrating. I bought FIFA 13 on the day of release. About four days into
:24:33. > :24:38.the game, it started to play up. As you are progressing through the game
:24:38. > :24:43.mode and the in-game calendar loads, as you are about to go into the next
:24:43. > :24:48.match of the season, it just crashes to black screen. At first, the
:24:48. > :24:56.experience of the game crashing was very frustrating. But now it's just
:24:56. > :25:02.gone beyond a joke and I've just given up completely trying. Samir
:25:02. > :25:08.from Suffolk bought FIFA 13 to play the FIFA Ultimate Team mode
:25:08. > :25:15.you buy, sell and trade players to create your own team. I pre-ordered
:25:15. > :25:19.the game with my pocket money. I got gold packs, got rare players which
:25:19. > :25:24.were good. The next day I went on, they all disappeared and overall,
:25:25. > :25:29.out of the whole �20 which I on FIFA, I've got nothing to show
:25:29. > :25:33.for it as they all went. As a customer I feel completely ignored,
:25:33. > :25:37.just a ghost. No response whatsoever. Numerous emails, tried
:25:37. > :25:42.contacting them through various methods, their forum, Twitter
:25:42. > :25:46.account, Facebook page, nothing whatsoever. No response. I think EA
:25:46. > :25:50.have treated me quite badly I have been a customer for them
:25:50. > :25:53.quite a few years, and you would think by now they would treat you
:25:53. > :26:01.nicely, but they just don't want know anything if it's bad to do
:26:01. > :26:06.about their game. I would like it sorted. I would like some kind of -
:26:06. > :26:11.just acknowledgement. They can't just force us away, just kind
:26:11. > :26:14.ignore the issue. They've got to sort their issues out. They
:26:15. > :26:20.shouldn't be selling these games until the issues are sorted out.
:26:20. > :26:25.OK, games crashing, computers freezing, people losing money, EA
:26:25. > :26:30.not answering calls. What's on? They have given us a
:26:30. > :26:36.statement and you can see that on our website. The address is on
:26:36. > :26:40.screen. They have already addressed issues and in game mode and they are
:26:40. > :26:45.actively addressing those relating to transactions in the game that
:26:45. > :26:51.haven't been executed properly as missing coins or FIFA
:26:51. > :26:55.Ultimate Team items. They claim that since an update on October 19th
:26:55. > :26:57.they've seen problems drop by more than half. They are aware of rare
:26:57. > :26:59.occurrences where the ball doesn't appear. They are investigating and
:26:59. > :27:04.will communicate directly with owners once they have
:27:04. > :27:08.information. EA have asked fans to follow them on Twitter and Facebook
:27:08. > :27:13.for latest information and They say: implementing high quality
:27:13. > :27:18.fixes isn't always simple. They are trying to deliver them so fans don't
:27:18. > :27:23.experience undue or lengthy network/server outages.
:27:23. > :27:29.Next, two leading health insurers promising peace of mind should you
:27:29. > :27:33.fall ill or need surgery. Price the annual premiums? You guessed,
:27:34. > :27:38.rising. Prices they are prepared to pay for some treatment? Yes,
:27:38. > :27:43.falling, as veteran BBC reporter Tom Mangold found out.
:27:43. > :27:45.Here in Malaysia the problem of the Vietnamese Chinese refugees
:27:45. > :27:55.debt Vietnamese Chinese refugees is the
:27:55. > :27:55.
:27:55. > :27:59.threat that they pose - My Eyes have seen a lot. For years
:27:59. > :28:03.took out private medical insurance to get the best possible care
:28:03. > :28:09.anything go wrong so when I recently developed cataracts I was
:28:09. > :28:18.I would get the operation I needed from the surgeon and time of my
:28:18. > :28:26.choice and AXA said yes go ahead, just one small snag, it would cost
:28:26. > :28:31.�600 on top of the insurance premium per eye. AXA told me they wouldn't
:28:31. > :28:37.pay my selected surgeon's full fees. What's the point of cover if you are
:28:37. > :28:43.not covered? I wondered if I was the only one. Turns out I wasn't. When
:28:43. > :28:48.Gareth Brockle bank was told needed surgery on a prolapsed disk,
:28:48. > :28:52.AXA agreed to pay in full. Shortly before the operation the pain
:28:52. > :28:55.subsided so surge are was postponed. Just under a year later the problem
:28:56. > :29:01.returned and it was decided operation should go ahead. But in
:29:01. > :29:05.that time, AXA's position changed. A week before the
:29:05. > :29:11.operation, I had a phone call from AXA, telling me that there was
:29:11. > :29:14.to be a �800 shortfall in the surgeon's fees. They said it was
:29:15. > :29:21.because they had capped my surgeon's fees between the last surgery
:29:21. > :29:25.was supposed to happen year. AXA told Gareth he could have
:29:25. > :29:30.the operation free only if he went with their suggested surgeon. But as
:29:30. > :29:36.he wanted the specialist who knew his case best, he received a
:29:36. > :29:41.bill. I've never missed a payment and this is the only major claim
:29:41. > :29:44.that I've made with them, and I feel they pulled the rug out
:29:44. > :29:47.me and I have been left hundreds of pounds left to pay.
:29:47. > :29:53.BUPA has also cut the are prepared to pay for some routine
:29:53. > :29:59.surgery. Hernias and hip operations, by around 40%; kidney stone
:29:59. > :30:02.operations have dropped by 50%. Like AXA, they say patients can
:30:02. > :30:08.avoid paying extra by going with cheaper surgeons that they
:30:08. > :30:12.recommend. But in the medical world, doesn't cheaper mean worse? It
:30:12. > :30:17.doesn't necessarily mean worse, but one of the things that is often the
:30:17. > :30:21.case in many professions is that, if you have greater experience and
:30:21. > :30:25.may well be recognised as being somebody that's better, then you
:30:25. > :30:28.tend to charge more. And what do your patients tell you about this?
:30:28. > :30:30.They are hopping mad. They have paid a lot of money and they suddenly
:30:30. > :30:37.find, when they do come to claim, that they are not getting
:30:37. > :30:43.thought. Like me, BUPA member Jacqui Wigg developed cataracts and,
:30:43. > :30:47.me, she was referred to a surgeon charging �1,200 an eye. I expected
:30:47. > :30:53.to have at least a fairly major contribution towards that, but I was
:30:53. > :30:59.told that there would be a 75% shortfall. And I would only get �289
:30:59. > :31:04.per eye. If she didn't want to pay, BUPA would cover the cost of her
:31:04. > :31:09.surgery, but only if she had it done at a standard high street optician,
:31:09. > :31:16.and this after she had thousands of pounds in premiums over
:31:16. > :31:21.20 years. I was shocked disappointed. And not what I would
:31:21. > :31:25.have expected of BUPA. Of there could be a simple explanation
:31:25. > :31:31.why insurers have reduced are prepared to pay. Maybe some
:31:31. > :31:35.consultants are charging too much. Consultants like my own? Point
:31:35. > :31:37.blank, Professor, profiteering? I'm not. I am
:31:37. > :31:40.charging what I believe is a perfectly reasonable rate for the
:31:40. > :31:45.length of time I have been practising. When I was
:31:45. > :31:49.appointed as a consultant around years ago I set my fees at around
:31:49. > :31:52.�800 so in 18 years those fees crept up to 1200 which I think is
:31:52. > :31:57.probably not even probably not even in line with
:31:57. > :31:59.inflation. Is there a danger that, even inadvertently the private
:31:59. > :32:04.health insurance companies are creating a second tier of
:32:04. > :32:07.consultants? There is a danger that that may be beginning to evolve in
:32:07. > :32:12.the sense that some able to pay the difference to
:32:12. > :32:16.someone who is very experienced, has been around for a very long
:32:16. > :32:19.time; others will take the insurance company's advice and go to another
:32:19. > :32:21.consultant, another doctor who is carrying out the surgery. Going to
:32:21. > :32:25.him because he is cheaper and recommended by
:32:25. > :32:30.company? Exactly. Which is not same thing as going to
:32:30. > :32:33.he is the best in the land and most experienced? Yes. What you
:32:33. > :32:37.dealing with really is an issue of choice. They can't go and see the
:32:37. > :32:41.doctor that may have been recommended to them by their GP
:32:41. > :32:45.because he may not be a fee-approved or so-called fee-assured
:32:45. > :32:49.That is right, which is - you up exactly why I've carried private
:32:49. > :32:55.health insurance for the last 30 years. And throughout that time the
:32:55. > :33:00.premiums have gone up and up. In fact, between 2009 and
:33:00. > :33:07.although the number of people with health insurance fell by 300,000,
:33:07. > :33:10.the amount spent on premiums increased by nearly �104 million. So
:33:10. > :33:14.despite paying more for their medical insurance, patients are
:33:14. > :33:23.being told to expect less for their money. Is private health insurance
:33:23. > :33:27.itself now on the critical list? AXA PPP says it pays 97% of
:33:27. > :33:30.submitted to them for treatment in full. When it can't do that, it will
:33:30. > :33:33.discuss what it can contribute with a patient beforehand. It says a
:33:33. > :33:36.small number of consultants have, in some cases, inflated their
:33:36. > :33:40.much that it would be detrimental to the long term benefit of members
:33:40. > :33:44.it was to pay them unchallenged. It insists there's no published medical
:33:44. > :33:48.evidence that those consultants, who charge up to three times more than
:33:48. > :33:56.necessary, provide a better quality of care. BUPA told us that paying
:33:56. > :34:05.excessive fees for routine operations would cause unnecessary
:34:05. > :34:11.raises in premiums. It could see no justification in paying �1,200 for a
:34:11. > :34:14.procedure that takes 15 to 20 minutes. It adds that many surgeons
:34:14. > :34:22.are happy to pay are happy to
:34:22. > :34:27.are happy to work at their rate. Still to come, Vue double charging
:34:27. > :34:30.to see 007. Now back to a catch-up with
:34:30. > :34:35.past, we have already been to Yorkshire, sort of, so where else
:34:35. > :34:40.can our imaginations take us? We are in Suffolk! Or at
:34:40. > :34:44.have lots of library footage of Suffolk, combined with what follows,
:34:44. > :34:51.a crass assembly of stereotypes about rural East Anglia. As I said,
:34:51. > :35:01.end of series, money's tight. We need to clip the circlings in the
:35:01. > :35:03.
:35:03. > :35:05.upper field. And douse the node thees down at the bottom. Sure. If
:35:06. > :35:11.you think they are being creative with their language, you
:35:11. > :35:14.don't remember the time that I Eddie Green in Great Yarmouth. Yes,
:35:14. > :35:19.we know that's actually in Norfolk, but Eddie gets around. He travelled
:35:19. > :35:22.to meet our actress Sheila in 2009 and told her she could
:35:22. > :35:32.proper job when it came to pressure washing her driveway. He also
:35:32. > :35:39.
:35:39. > :35:44.# This is a man's world # # This is a man's world #
:35:44. > :35:49.Yes, we couldn't find a law that said Eddie had to employ a woman,
:35:49. > :35:56.not that women aren't brilliant. Eddie obviously liked them. I
:35:56. > :36:00.they are so good for bossing around. Get the shovel up here, shovel!
:36:00. > :36:05.Missed a bit there. Well, they finished cleaning our drive in
:36:05. > :36:10.record time. Look, it's clean to eat off. Ah, well, it was, but
:36:10. > :36:16.had he done a proper job as promised? Gardening and driveway
:36:16. > :36:22.expert Mitch was on site to advise us. He has told us he has put some
:36:22. > :36:26.weedkiller down. He hasn't. No, he hasn't sealed it at all and the
:36:26. > :36:29.consequences of not doing those two things is that the
:36:30. > :36:34.will be back pretty quick and within three or four weeks the whole
:36:34. > :36:38.will be dirty, grubby and covered weeds again. So Eddie's pants
:36:38. > :36:41.certainly on fire and after pocketing 580 quid it is no wonder
:36:41. > :36:45.Mitch wasn't too impressed. We weren't too happy either but thought
:36:45. > :36:52.we would give him a chance to himself by calling him back to the
:36:52. > :36:57.house by showing off his skills. Other brands are available.
:36:57. > :37:00.Unsurprisingly these skills weren't much better. It was a very slow
:37:00. > :37:05.start. What do you give this job so far out of ten? Not on the radar
:37:05. > :37:09.yet. Not even a zero? No. This is an incredibly slow rate of work.
:37:09. > :37:15.It's hard to get across to you how slow the work is proceeding here.
:37:15. > :37:21.# Working 9 to 5 # Followed by a lazy and shoddy job.
:37:21. > :37:27.The garden roller, it's the trademark of any really not very
:37:27. > :37:34.good tarmac layer. Yes, it was Mitch's worst nightmare. Eddie and
:37:34. > :37:41.his men couldn't let this truly terrible
:37:41. > :37:44.Hi Eddie, how are you doing? Matt Hi Eddie, how are you doing? Matt
:37:44. > :37:48.from BBC Rogue Traders. Yes. do you think of the job you are
:37:48. > :37:51.doing here? Do you think it's up to spec, the best sort of job you've
:37:51. > :37:55.seen, because we would say pretty appalling really.
:37:55. > :38:00.do you know about it? Well, because we've got an expert who talks
:38:00. > :38:05.through exactly - all you are is a cameraman, don't know BLEEP
:38:05. > :38:07.you? No, but I have access to people who do know. I've seen
:38:08. > :38:12.people before, don't know You should be breaking up this
:38:12. > :38:17.concrete so the concrete goes down, laying MOT hardcore type 1 and then,
:38:17. > :38:21.on top of that comes your proper tarmac, which is not what we've got
:38:21. > :38:24.here, you have led it straight on top of the concrete, which let's
:38:24. > :38:27.face it, if we go all the to the way that you cleaned the
:38:27. > :38:31.patio and the concrete at the back, that was supposed to be sealed over
:38:31. > :38:33.the top which it never was, so only is it a bad job
:38:33. > :38:38.lied to us about what you were going to provide in the first
:38:38. > :38:46.would like to make sure that don't do this for anybody else. Get
:38:46. > :38:50.yourself a proper job, hey? Bag all up. You promised us a proper
:38:50. > :38:56.job. You got a proper job I am concerned. So what are you
:38:56. > :39:00.then, Eddie, because - you are not a tarmacker, are you?
:39:00. > :39:04.then? What I do, Eddie, is I go round and see where people are
:39:04. > :39:10.spending good money at a time when good money is hard to find,
:39:10. > :39:14.will appreciate - take the camera away, mate.
:39:14. > :39:22.If you can explain to me how these If you can explain to me how these
:39:22. > :39:26.edges - I will tell you one thing, that 580 the other day, for that jet
:39:26. > :39:32.washing, I BLEEP enjoyed and chips. You had fish and chips
:39:32. > :39:38.for 580 quid? Yes, I went to Ritz in London, a better restaurant
:39:38. > :39:45.than you are used to. We all got to do a job, Eddie.
:39:45. > :39:55.We all enjoy our hobbies, don't we? We all enjoy our hobbies, don't we?
:39:55. > :39:57.
:39:57. > :40:01.Yeah. Yeah? Ha ha, understand half of that. I think it
:40:01. > :40:06.was a bit rude. Yes, we checked the tape later, it definitely was. But
:40:06. > :40:09.this March Eddie finally got a rude awakening of his own. Suffolk
:40:09. > :40:13.Trading Standards prosecuted him for breaking customer protection laws
:40:13. > :40:19.and lying about being a limited company. What state will those
:40:19. > :40:23.be in now? Eddie pleaded guiltied. He received an 18-month conditional
:40:23. > :40:28.discharge for each offence and had to forfeit his signage and leaflets
:40:28. > :40:34.and pay �1,000 in costs so no more fish and chips down the Ritz. Are
:40:34. > :40:38.you thinking what I'm thinking? We need to put our prices up. Yes,
:40:38. > :40:42.well, let's hope they don't raise them as much as our next set of
:40:42. > :40:44.rogues, a company that preyed on the elderly and specialised in getting
:40:44. > :40:50.as much money out of them as they could. The stuff they were
:40:50. > :40:54.was costly. Now it's the bosses are paying the price. Thanks, Matt.
:40:54. > :40:59.Looks like the Indesit customer care department will be busy tonight. We
:40:59. > :41:02.are hearing from lots of you whose washing machines have also exploded.
:41:02. > :41:06.David Crossley sent us this photo his machine that went bang
:41:06. > :41:10.year. There it is. What a mess. Quite a few of you have been asking
:41:10. > :41:16.for those details of how to get in touch with Indesit again, so there
:41:16. > :41:18.you are, all the details are on your screens.
:41:18. > :41:19.I also told you we would get a I also told you we would get a
:41:19. > :41:20.I also told you we would get a statement from EA Sports about FIFA
:41:20. > :41:21.statement from EA Sports about FIFA statement from EA Sports about FIFA
:41:21. > :41:26.I also told you we would 13, we will get that on the watchdog
:41:26. > :41:30.website in around half an hour. Next, BT Vision, the fastest growing
:41:30. > :41:33.paid TV service in Britain. More than 700,000 customers at the last
:41:33. > :41:38.count and that figure is expected increase sharply since BT Vision won
:41:38. > :41:45.the rights to show 38 live Premiership matches next year. The
:41:45. > :41:54.cost of that football deal? �246 million per season. How much has
:41:54. > :42:01.been spent of it on existing customers? What do you think?
:42:01. > :42:05.there. With BT Vision, you won't miss a thing. Great
:42:05. > :42:08.channels which you can pause, rewind and record with your vision plus
:42:08. > :42:15.box. Big promises, tempting promises, but according
:42:15. > :42:18.who have contacted watchdog, are empty promises.
:42:18. > :42:23.BT Vision may be about to become big BT Vision may be about to become big
:42:24. > :42:33.players in the world of live sport but their opponents are lining up.
:42:33. > :42:36.None as fierce as some of viewers they already have. Whistle.
:42:37. > :42:42.Kicking things off are customers who signed up to BT Vision but actually
:42:42. > :42:46.found viewing it wasn't as easy they had been told. Like Margaret
:42:47. > :42:52.who signed up to BT Vision in April of this year. Just one small
:42:52. > :42:56.problem: the system didn't work. Oh, the screen was making those funny
:42:56. > :43:04.lines, not quite sure, but we couldn't see a picture on it. There
:43:04. > :43:08.was no sound and just these horrible lines so to me that's not a picture.
:43:08. > :43:12.BT Vision eventually sent out engineer to repair the fault but a
:43:12. > :43:16.couple of days later it broke again. I was just sitting
:43:16. > :43:21.screen in front of me and when I had the grandchildren come round they
:43:21. > :43:26.had a blank screen to look at, not very nice. Following several
:43:26. > :43:32.attempts to resolve the issue, BT eventually let Margaret leave in
:43:32. > :43:38.August. Five months without a proper service; probably not a sending-off
:43:38. > :43:44.offence but definitely worth one these. But, what if your problems
:43:44. > :43:49.with BT Vision last for more year? Sue Bennett had problems with
:43:49. > :43:54.her on demand services since 2010. Probably every week we were on the
:43:54. > :44:00.phone to them. On several occasions we were actually on the phone two or
:44:00. > :44:06.three hours, going through a routine of resetting, restarting the box and
:44:06. > :44:10.then checking the line and this went on for two and a half years. This
:44:10. > :44:18.summer, Sue's patience ran out and she demanded things were sorted.
:44:18. > :44:21.Turns out, she should have had the first place. They said that
:44:22. > :44:26.had run some more tests on the line and found that our broadband in fact
:44:26. > :44:31.wasn't fast enough to actually support the Vision service. Like
:44:31. > :44:37.others who have contacted us, Sue fell foul of BT Vision's habit of
:44:37. > :44:41.passing customers from one person to another. For weeks on end, without
:44:41. > :44:46.sorting out their problem. For 18 days I spent around 13 hours on the
:44:47. > :44:52.phone with this complaint. been about ten people, ten different
:44:52. > :44:58.people, but the problem is each time I go back, I've got to retrace
:44:58. > :45:01.history. Which I shouldn't have to do. On the morning we were due to
:45:01. > :45:08.film, BT film, BT called Joe to say they had
:45:08. > :45:13.fixed his fault yet when we arrived, this is what came up on the screen.
:45:13. > :45:18.Good afternoon, my name is Mr McCaffrey, I have an ongoing problem
:45:18. > :45:22.with my internet Vision. And when Joe called BT
:45:22. > :45:27.Vision back again, guess what? Yes, he was told he would have to speak
:45:27. > :45:31.to another department. You are putting me through to someone else
:45:31. > :45:38.now, are you? And which is this department that I'm going through
:45:39. > :45:48.to? Ten minutes, two different people, and neither could solve
:45:48. > :45:51.problem. Their verdict: someone else would have to call him back.
:45:51. > :45:54.So what if a customer decides there So what if a customer decides there
:45:54. > :45:59.are just too many problems to navigate through and they just
:45:59. > :46:05.to leave BT Vision? Can they their goal? Well, Kieran Potter
:46:05. > :46:08.couldn't. Ooh! He was told he have to pay a �200
:46:08. > :46:12.first. I ended up having argument with them for the best part
:46:12. > :46:16.of 13 months, saying to them I want to cancel, I want to leave. By the
:46:16. > :46:20.time I actually did get them to cancel me they still wanted me to
:46:21. > :46:24.pay �70, which was July of this year, which I refused. The only
:46:24. > :46:29.reason that they did cancel me was because I threatened them with
:46:29. > :46:36.getting in touch with watchdog. Have BT Vision paid any
:46:36. > :46:42.Not exactly, but they have been Not exactly, but they have been
:46:42. > :46:46.named and shamed. Earlier this year, the media regulator, Ofcom, revealed
:46:46. > :46:51.that for every thousand customers the company received four times as
:46:51. > :46:55.many complaints rivals. And we continue to hear from
:46:55. > :47:01.customers who are told they will charged to leave. Even though their
:47:01. > :47:04.service is plagued with problems. Cue the pundit. Consumers have the
:47:04. > :47:08.right to expect really good service. They are getting it from the
:47:08. > :47:13.competitors, they need to get it from BT. Customers now are very
:47:13. > :47:18.fussy. We expect if we are paying significant sums, we expect it
:47:18. > :47:26.to work and if it doesn't we expect someone to really be there to help
:47:26. > :47:30.us. WHISTLE. Well done, good Well played.
:47:30. > :47:33.BT Vision has apologised to all those featured saying it failed to
:47:33. > :47:36.deliver the excellent and timely service they would expect. Where
:47:36. > :47:41.problems have occurred made efforts to help customers enjoy
:47:41. > :47:48.the service at its best and is in the process of agreeing
:47:48. > :47:51.compensation. Where customers have asked for cancellation,
:47:51. > :47:56.waived cancellation fees possible. It is offering better
:47:56. > :48:00.value, lower cost content than its competitors. Hasn't Chris got great
:48:00. > :48:05.legs? Thanks to everyone who has been in touch about that story.
:48:05. > :48:12.Here's a few more. Hoping to car jams on the way to work? Then
:48:12. > :48:15.don't rely on TomTom. The sat nav system's live service which provides
:48:15. > :48:19.realtime traffic information has now been down for nearly a fortnight,
:48:19. > :48:22.angering drivers who pay the �45 a year subscription. It has confused
:48:23. > :48:26.TomTom who have told are investigating but admit there's
:48:26. > :48:29.currently no solution. They've since told us the problem affects a
:48:29. > :48:36.limited number of UK they are trying to identify and fix
:48:36. > :48:42.it. Until ten, hey-hey, you have ideal excuse for being late.
:48:42. > :48:46.holiday for two in Barbados, and accommodation for just �549?
:48:46. > :48:50.Good luck finding it. British Airways advertised the break on
:48:50. > :48:53.which should mean that 10% of holidays are available at that price
:48:53. > :48:56.but, when challenged, they unable to justify the claim and so
:48:56. > :49:01.were accused of exaggerating their promiseses by the
:49:01. > :49:05.Standards Authority. BA Holidays has apologised to customers who couldn't
:49:05. > :49:12.get the deal and says it takes care to ensure none of its promotions are
:49:12. > :49:15.misleading but, according to the ASA, this one was.
:49:15. > :49:19.Skyfall is smashing box office Skyfall is smashing box office
:49:19. > :49:22.records and the Vue website crashed at the weekend under the weight of
:49:22. > :49:25.Bond fans trying to buy tickets for the new movie. Some couldn't
:49:25. > :49:29.through the booking process; others who tried a second time then found
:49:29. > :49:34.they had been double charged. The cinema chain estimates that 2% of
:49:34. > :49:37.customers were affected and blames unprecedented website traffic. It
:49:37. > :49:47.has begun compensating those who paid more than they should, and asks
:49:47. > :49:50.others who are out of pocket to get in touch with a view to a refund.
:49:50. > :49:54.You only pay twice. As for us, we You only pay twice. As for us, we
:49:54. > :49:57.are about to start the third leg Rogue Traders 2012: The Payback
:49:57. > :50:07.Tour. We have been to Yorkshire, have been to Suffolk, so where
:50:07. > :50:11.# Robin Hood, Robin Hood, riding # Robin Hood, Robin Hood, riding
:50:11. > :50:21.through the glen # No, not harrow.
:50:21. > :50:24.
:50:24. > :50:32.Yes, Nottingham is the home of Virgo Yes, Nottingham is the home of Virgo
:50:32. > :50:38.health care, providing us with one of our most depressing piece of
:50:38. > :50:41.footage. Nicking a Mars Bar from a baby. Customer care was the last
:50:41. > :50:46.things on their mind. All they wanted was their money. We got our
:50:46. > :50:52.first masterclass in pressure selling when we called out one of
:50:52. > :50:57.their sales women in 2010. Our actress had asked about mobility
:50:57. > :51:02.scooters but ended up getting a full rundown of all the company's
:51:02. > :51:08.products. For the bath lift, would be �2,000. Right. The scooter
:51:08. > :51:13.is 3,300. Mm-hm. The mattress, that's 1,500. For everything, in
:51:13. > :51:19.total, it would have worked out �7,000. Right. Take off the 10%
:51:19. > :51:23.discount, brings it down to just 6,300. And it didn't matter just how
:51:23. > :51:28.many times our actress said it, the rep wouldn't take no for an answer.
:51:28. > :51:32.I would but I would like to about it. I would still like to
:51:32. > :51:37.consult my daughter though. touch with her or she will come
:51:37. > :51:42.- do you want to give her a ring? No, she will be at work. If
:51:42. > :51:46.could just leave me - can I that bit of paper and I will show it
:51:46. > :51:50.to my daughter? Can I just leave it for now? 1,000 then we
:51:50. > :51:55.guarantee all those prices for you. No, I don't really want to give you
:51:55. > :51:58.any money today. No, I really, really want the things but I would
:51:58. > :52:03.rather just - that's the only it is, look, and it will take me two
:52:03. > :52:07.minutes to do it. If you want to that then I can go. No, I don't
:52:07. > :52:12.thinkf If you don't fancy writing a cheque we could do it on a debit
:52:12. > :52:18.card. No. You will probably go to sleep, have a rest and then wish you
:52:18. > :52:23.had done it, won't you? Do you if you leave me? Yes, that's fine,
:52:23. > :52:28.I will just leave it. After two hours of pressure selling the rep
:52:29. > :52:35.finally left empty-handed but was she a rotten apple or was the whole
:52:35. > :52:43.orchard bad? We sent our own into work there and to catch General
:52:43. > :52:49.Manager Sam explaining the pricing policy. The second price is what we
:52:49. > :52:53.recommend which is about over.
:52:53. > :52:54.So there were two price lists, the So there were two price lists, the
:52:54. > :52:55.So there were two price lists, the price Virgo were prepared to sell
:52:55. > :52:56.price Virgo were prepared to sell price Virgo were prepared to sell
:52:56. > :53:05.So there were out and the prices they wanted to
:53:05. > :53:10.sell at. How high did they the price? Two weeks ago, went to
:53:10. > :53:20.this scruffiest smelliest house ever seen, I sold him a dual
:53:20. > :53:27.Balmoral bed, went back and sold him a scooter which is on there. Which
:53:27. > :53:31.is that? The 3,200 one. That's �5,200. Wow. Did he ever
:53:31. > :53:36.the prices? No. So the price was as high as the sales rep
:53:36. > :53:42.could get away with and when our mole went door-to-door selling with
:53:42. > :53:46.one of the Virgo reps we heard something more shocking. Last week
:53:46. > :53:49.I went to see a guy and seven days later he died. Thankfully it's
:53:49. > :53:52.outside of the cancellation notice. I'm sorry about that, but that's how
:53:53. > :53:56.it happened so I still have my grand commission coming on that.
:53:56. > :54:01.Remarkable how God works. ever wanted someone who turn their
:54:01. > :54:03.toes up having paid a load of dough, this was your guy. Yes, forget
:54:03. > :54:07.the customer died. Far more important to focus on the fact
:54:07. > :54:13.the order couldn't be cancelled so you still get your commission.
:54:13. > :54:17.Thought a lot of his customers, this guy. Here he is celebrating
:54:17. > :54:21.clinching a sale to a 80-year-old man, having spent two hours
:54:22. > :54:26.pressuring him. A masterclass of perseverance. Do not leave the
:54:26. > :54:31.beach. There was I nicking Bar off a baby. We had heard
:54:31. > :54:39.enough. It was time to confront the company boss, I caught up with him
:54:39. > :54:42.as he arrived for work in his car. Hello, how are you doing? BBC Rogue
:54:42. > :54:45.Traders, good to see you. Can I ask you, do you have parents because
:54:45. > :54:47.find it very difficult to believe that anybody that has parents
:54:47. > :54:52.their own could run the sort of business that you do, the sort of
:54:52. > :54:56.business that appears to be based on bullying old people in their own
:54:57. > :55:01.homes into buying things thousands of pounds . We've seen
:55:01. > :55:04.your salesmen at work, it's a pretty unpleasant thing. Wow, is this
:55:04. > :55:07.you are driving these days? So you run a business which has
:55:07. > :55:11.commission structure like the that yours has, then what you are
:55:11. > :55:16.going to get is misbehaving salesmen. It's naturally that that's
:55:16. > :55:19.going to be the product, isn't it? He may have driven away from
:55:19. > :55:25.he couldn't drive away from the law. After our investigation was
:55:25. > :55:28.broadcast, he stopped trading as Virgo but continued to sell mobility
:55:28. > :55:31.products using other business names. Derbyshire Trading Standards
:55:31. > :55:35.onto him though. When we looking into the business in more
:55:35. > :55:39.detail, we found that whilst it appeared that they were using
:55:39. > :55:44.several different business names, was ostensibly the same business,
:55:44. > :55:49.selling the same goods or supposedly selling the same goods at the same
:55:49. > :55:55.address, with the same person who we believed to be behind it. And his
:55:55. > :55:59.new businesses were bringing in the same old complaints. Customers were
:55:59. > :56:05.paying money but weren't receiving their goods. In January 2011 Trading
:56:05. > :56:10.Standards raided his home and business premises. We seized tens
:56:10. > :56:12.of thousands of business documents, computers that we would get
:56:12. > :56:16.forensically examined for further evidence and also, amongst other
:56:16. > :56:22.things, we found �34,000 worth of cash in a safe in their home,
:56:22. > :56:31.we seized. The raid provided them with enough evidence to bring court
:56:32. > :56:41.proceedings. In August 2011, Amarjit and his wife pleaded guilty to
:56:42. > :56:42.
:56:42. > :56:45.charges of fraud and the salesman also pleaded guilty to fraud. This
:56:45. > :56:49.has been one of the biggest, serious cases. They have been
:56:49. > :56:53.deliberately defrauding some of the most elderly, infirm, vulnerable in
:56:53. > :57:00.society and we are very pleased have been able to bring this to
:57:00. > :57:03.successful conclusion. So there you go, it's the end of our rogue trip
:57:03. > :57:07.and next time you are thinking of writing in to ask "What happens to
:57:07. > :57:10.the rogues after the programme has been on?", well, remember this
:57:10. > :57:20.episode and you will know, they often end up going through the
:57:20. > :57:21.
:57:21. > :57:25.courts, but it can take years. See you next time. I write in to
:57:25. > :57:28.complain all the time. So do I, those people at the back of the
:57:28. > :57:38.studio, do you know what, I are not really working at all. And
:57:38. > :57:41.the music they use, ooh, boom, chi. Well, I don't know about the back
:57:41. > :57:47.room music but I can tell you this lot are real people and they have
:57:47. > :57:49.been very busy, logging your emails, texts and tweets, haven't you? Yes.
:57:50. > :57:57.texts and tweets, haven't you? Yes. Good, like this one from Paul
:57:57. > :58:01.Birmingham about PPI. He says: they turned down my claim twice but
:58:01. > :58:05.knew it was right. I want the ombudsman to order them to pay up.
:58:05. > :58:11.People should not give up. Do send us your stories and tip-offs. We
:58:11. > :58:16.be off air for a while but still working. You can email us,