:00:14. > :00:19.Promises from Orange and T-Mobile - can you believe them? Wonga could
:00:19. > :00:23.be fraudulent. Fisher Price toys - are they safe? Plus, Boots, Nestle,
:00:23. > :00:33.and as water bills rise, the bosses who are making millions. It's
:00:33. > :00:47.
:00:48. > :00:53.Watchdog, the programme you cannot Yes, hello, and good evening, and
:00:53. > :00:58.welcome to Watchdog. We're live, as usual, for the next 60 minutes.
:00:58. > :01:02.Tonight, Orange, T-Mobile, O2 - fixed deals, false promises caught
:01:02. > :01:06.on camera. The companies are using their salesmen to say one thing,
:01:06. > :01:10.and they're signing up consumers to a contract that says something very
:01:10. > :01:15.different. That is inducing somebody to make a contract by
:01:15. > :01:20.virtue of telling them an untruth. Also tonight: water - fortunes for
:01:20. > :01:27.the bosses, big bills for the rest of us - why do the charges keep
:01:27. > :01:33.rising? Plus, Wonga - it claims to be fighting for us, but just seeing
:01:33. > :01:38.them taking money off - and the ink in your printer - it's becoming
:01:38. > :01:42.more expensive than champagne. Bubbly - I'll give it a miss. I
:01:42. > :01:46.have a car with me, you see. I think I am in enough trouble as it
:01:46. > :01:49.is. Any chance we can have a chat with you, chef - or whatever he's
:01:49. > :01:51.calling himself today? That is the police car coming to
:01:52. > :01:57.get you. For us?Yeah, for you, mate.
:01:57. > :02:00.Yes, it's all kicking off at tonight's big game. Rogue Traders
:02:00. > :02:03.versus United Motor Limited of Southall. I wouldn't call it a
:02:03. > :02:07.grudge match, but there are some scores to settle.
:02:07. > :02:13.Thanks, Matt, but first mobile phone companies selling fixed-price
:02:13. > :02:18.deals and increasing your monthly bills mid-contract. Vodafone and 3
:02:18. > :02:23.did it last autumn, Orange followed suit. T-Mobile will raise their
:02:23. > :02:27.tariffs next week. Legal? Yes. They can even stop you leaving if they
:02:27. > :02:31.object, but they must warn you that they have those powers when selling
:02:32. > :02:38.the contracts do. They? What do you think?
:02:38. > :02:41.As surprises go, it's a nasty one - you sign up to a long-term mobile
:02:41. > :02:49.phone deal typically for two years. You're told the price is fixed.
:02:49. > :02:54.What? Then mid-way through, that price goes up. Last year, Vodafone,
:02:54. > :02:58.O2, 3 and Orange all increased their monthly charges. Next
:02:58. > :03:02.Thursday, nearly two million T- Mobile customers will be getting a
:03:02. > :03:09.surprise of their own - their supposedly fixed-term tariffs will
:03:09. > :03:14.be going up an average of 79p per month that doesn't sound much but
:03:14. > :03:19.times that by two million and that is a lot of cash so why are all of
:03:19. > :03:22.these providers allowed to do this? In the small print of all of their
:03:22. > :03:25.contracts you'll find a clause saying that rises are permitted as
:03:26. > :03:30.long as they're in line with inflation and provided companies
:03:30. > :03:35.give you decent notice, and if you don't like it, well, tough. You
:03:35. > :03:40.can't cancel the contract without paying a penalty.
:03:40. > :03:46.So it's all legal - but is it fair? The fact that these clauses are in
:03:46. > :03:49.these contracts is really quite surprising. I couldn't - I wouldn't
:03:49. > :03:54.myself have wanted to sign up to such a deal in fact, I better check
:03:54. > :03:57.I haven't. And that from a contract specialist.
:03:57. > :04:00.Legally, the companies are empowered to make these changes
:04:00. > :04:04.because that's what the contract says and the consumer has signed it.
:04:04. > :04:08.The thing is what they have signed contains something they should have
:04:08. > :04:12.been warned about. They should have been told these contracts provided
:04:12. > :04:16.the flexibility on the company's part to change the deal. But in
:04:16. > :04:23.many cases, the companies haven't been giving any warning. Back in
:04:23. > :04:27.October, we visited the major mobile stores posing as customers
:04:27. > :04:32.seeking fixed contract deals. Vodafone and 3 had already raised
:04:32. > :04:42.their fixed tariffs and haven't put them up since, but they failed to
:04:42. > :04:53.
:04:53. > :04:57.tell us they could increase them if As I said, Vodafone and 3 had
:04:57. > :05:03.already announced increases when we did that filming, but O2 hadn't.
:05:03. > :05:09.This is what they told us when we visited a couple of their stores.
:05:09. > :05:15.What was the price per month on that? 27. Is that going to be the
:05:15. > :05:20.same for 24 months? No, it's the same. Cool. On reflection that
:05:20. > :05:24.answer wasn't strictly true, was it, O2? In fact, it was plain false
:05:24. > :05:28.because just ten weeks later the company raised the prices of its
:05:28. > :05:33.pay-monthly contracts by 3.2%. companies are using their salesmen
:05:33. > :05:36.to say one thing, and they're signing up their consumers to say
:05:36. > :05:41.something that's different. That is inducing somebody to make a
:05:41. > :05:44.contract by virtue of telling them an untruth, and if you induce
:05:44. > :05:48.somebody into making a contract by telling them a fib, then the law
:05:48. > :05:52.doesn't let you stand by that contract. Last morning Orange
:05:52. > :05:57.joined the ranks of mobile operators hiking their fixed-price
:05:57. > :06:03.contracts. It came as a shock to their 3.5 million customers,
:06:03. > :06:06.including Katherine Pike. We wanted to buy my daughter a 16th birthday
:06:06. > :06:10.present. It was a mobile phone contract. She knew the phone she
:06:10. > :06:14.wanted, so it was a matter of going around and finding the best deal.
:06:14. > :06:20.Orange was the best deal. A year letter, we get a letter through
:06:20. > :06:24.from Orange saying due to inflation, it had gone up 99p a month. I was a
:06:24. > :06:29.bit shocked, expected to - having a two-year contract, for it to stay
:06:29. > :06:33.at a fixed price for two years. I was in the shop for about three
:06:33. > :06:39.hours. At no point during this time did they mention they could put the
:06:39. > :06:43.price up midterm. And we believe you, Katherine. Why? Because when
:06:43. > :06:53.we visited Orange stores back in October, we too were assured the
:06:53. > :06:57.
:06:57. > :07:04.And yet just five months later Orange announced those supposedly
:07:04. > :07:08.fixed monthly bills would increase. Orange is now owned by EE, as is T-
:07:08. > :07:18.Mobile, yet another company that was happy to sell us fixed-payment
:07:18. > :07:18.
:07:18. > :07:23.deals on the basis of false As we now know, the company did
:07:23. > :07:28.subsequently raise their prices, and the new charges come into force
:07:28. > :07:30.on May 9. So with that T-Mobile rise about to kick in, surely now
:07:30. > :07:36.their sales staff will be upfront about the clauses in their
:07:36. > :07:41.contract! Well, no. This is what happened when we went back to a
:07:41. > :07:45.number of EE stores five weeks ago inquiring about fixed contracts
:07:45. > :07:50.with both T-Mobile and Orange. stays fixed for that whole two
:07:51. > :07:57.years, then? Of course, yeah. changes on that? No.How much is
:07:57. > :08:02.that, �26? The first one was �26 a month. Is that fixed throughout the
:08:02. > :08:06.whole... Yeah, yeah, yeah yeah. It's fixed including VAT. Yet again
:08:06. > :08:11.categorical assurances prices won't change even though we know the
:08:11. > :08:14.companies involved are willing and able to raise them. In fact, both
:08:14. > :08:20.Orange and T-Mobile have done so twice in little over a year. So it
:08:20. > :08:26.will be �26 for two years. And it won't change for any reason? No, no,
:08:26. > :08:30.no. We were given wrong information at all five EE stores we visited.
:08:30. > :08:35.This says the mobile regulator Ofcom investigates complaints that
:08:35. > :08:40.the mobile providers are treating customers unfairly by stinging them
:08:40. > :08:43.with increases they never expected. The providers say we have to accept
:08:44. > :08:47.the increases because of the get- out clauses in their contracts, but
:08:47. > :08:53.if the customers have to play by the rules, why shouldn't they?
:08:53. > :08:58.They're telling an untruth about the basis upon which the consumer
:08:58. > :09:01.is being asked to sign up to an expensive contract. They are
:09:01. > :09:07.misrepresenting the content of that contract. They are inducing the
:09:07. > :09:10.person to sign up, and they are probably committing an unfair
:09:10. > :09:15.trading practise. OK. Strong words from the lawyer. Response from the
:09:15. > :09:18.company? OK. Firstly, EE say they're very disappointed with our
:09:18. > :09:22.findings and are investigating the stores involved. They're
:09:22. > :09:25.disappointed?! Yes. They say staff receive extensive training. They
:09:25. > :09:31.should always be aware of pricing details for contracts and should
:09:31. > :09:35.give that information to customers clearly. O2 says its sorry our
:09:35. > :09:39.researcher was told sales would stay the same and sales advisors
:09:39. > :09:43.now point out to customers that prices can go up and down. Vodafone
:09:43. > :09:45.says it's consulting with Ofcom to ensure customers are protected
:09:45. > :09:50.against unexpected increases and it's continuing to improve the
:09:50. > :09:53.information it gives when they join or upgrade, and 3 says it
:09:53. > :09:57.understands customers want clarity when choosing a contract and has
:09:57. > :10:00.called on Ofcom to ensure all operators are open and transparent
:10:00. > :10:10.about charges. Meanwhile, if you'd like to comment on that or any of
:10:10. > :10:18.
:10:18. > :10:23.tonight's stories, here's how to do Coming up: Wonga.com, taking money
:10:23. > :10:28.from people who never applied for loans - now even children's bank
:10:28. > :10:31.accounts aren't safe. And of course, safety is very
:10:31. > :10:36.important, especially when you're on the road - whether you're buying
:10:36. > :10:39.two wheels or four, you need to trust the people who are receiving
:10:40. > :10:49.you your vehicle. If you're buying used, well, you really need to keep
:10:50. > :11:06.
:11:06. > :11:09.Last year we spent �24 billion on second-hand cars, and happily, most
:11:09. > :11:13.of those were from reputable private dealers, but sadly, some
:11:13. > :11:18.were from places like this, United Motor Limited of Southall. They
:11:18. > :11:22.occupy one of those glass-fronted main corner blocks. They're not to
:11:22. > :11:26.be confused with companies of similar names. They sell a lot of
:11:26. > :11:31.cars, and according to buyers we have spoken to, they talk a lot
:11:31. > :11:41.of... Balls! A big bag of balls! Who is going to help me with a big
:11:41. > :11:45.
:11:45. > :11:48.bag of balls? That was a big bag of balls. United - football stadium.
:11:48. > :11:54.Here's tonight's line-up of very unhappy United customers. They're
:11:54. > :11:59.gutted about the state of their cars, and as furious as Fergie
:11:59. > :12:04.about the customer service. Leanne paid �4,095 for a car to get her
:12:04. > :12:08.and her baby from A to B safely, but it was unsafe. Within 48 hours
:12:08. > :12:12.of having a car, I noticed that there was a light pop up all of a
:12:12. > :12:18.sudden while I am driving, and theck isac sell rator wasn't
:12:18. > :12:22.kicking in. I kept pushing it, then it would pick back up. It doesn't
:12:22. > :12:26.sound terribly reassuring. In fact, it sounds dangerous. Yeah, every
:12:26. > :12:29.time I had my baby in the car, I would panic a bit. The speedometers
:12:29. > :12:35.would do whatever they like at the time as well. They'd just be like -
:12:35. > :12:39.I wouldn't know what speed I am going. You went back to United and
:12:39. > :12:44.presumably said hold on, we've got a serious problem with this car.
:12:44. > :12:48.What was their reaction? They didn't care. They were being rude.
:12:48. > :12:52.They'd twist my rules, acting like I was the bad one, telling me I was
:12:52. > :12:56.aggressive. In the end, they'd end up putting the phone down in me. I
:12:56. > :13:00.would end up in tears each time. They said to me as soon as you have
:13:00. > :13:05.driven away, it's your responsibility. Which it wasn't.
:13:05. > :13:10.They have ignored their duty of care. Leanne paid more than �1,000
:13:10. > :13:17.to diagnose and fix the faulty engine management system. Also in
:13:17. > :13:26.our squad is Yussuf and Michael. He took united to court after the
:13:26. > :13:32.Nissan he bought for �3,400 broke down within 24 hours. From the
:13:32. > :13:36.showroom to my home... They sold him a car with a faulty immobiliser
:13:36. > :13:41.system that would cost �1,300 to fix. They then spent five-and-a-
:13:41. > :13:44.half months giving him the run- around. When I went there in person,
:13:44. > :13:47.it's very intimidating, and they're very aggressive, but they're not
:13:47. > :13:51.like that before you buy the car it's just after you have bought the
:13:51. > :13:55.car and paid your money. That's it. It's a different ball game. Nice.
:13:55. > :13:59.Threatened with court action, United Motor Limited backed down,
:13:59. > :14:02.made an offer and settled. Yussuf's not the only one to take United to
:14:03. > :14:08.court, but at least he got some money out of them. There is another
:14:08. > :14:14.county court judgment against them from another customer for �2,595,
:14:14. > :14:19.but that one is still outstanding. And United's poor form just gets
:14:19. > :14:24.worse. Ask Rachel Allen, whose car broke down on the way home from the
:14:24. > :14:28.showroom with electrical problems or Daniel Fag, who was sold this
:14:28. > :14:34.car with these horribly rusty brake disks, or our last customer who was
:14:34. > :14:37.left so upset, she didn't want to be identified. She said she felt
:14:37. > :14:41.forced into buying the car and signing their paperwork. That
:14:41. > :14:45.paperwork is rather strange. Have a look at this hand-written bit at
:14:45. > :14:50.the bottom: "Customer has happily bought car with no harassment.
:14:50. > :14:57.Customer loses all legal rights to pursue any matter now or in the
:14:57. > :15:06.future. By signing this agreement, customer test driven car, then paid
:15:06. > :15:10.and driving away happily." I mean, is it just me, or is that a little
:15:10. > :15:15.bit desperate? It's also impossible to sign away your legal rights in
:15:15. > :15:25.the way that they're suggesting, so this, my friends, is complete and
:15:25. > :15:26.
:15:26. > :15:31.utter... To be! To be! I am in space! -- tosh. That's a whole sub-
:15:31. > :15:34.bench of United customers with angry, red faces - just like the
:15:34. > :15:38.manager of a football team but not team specifically! So here's what
:15:38. > :15:43.we found because we have done a bit of digging. United Motor Limited is
:15:43. > :15:48.run by the same family and from the same premises as a previous garage
:15:48. > :15:54.called Unique Cars. They both still advertise cars for sale online and
:15:55. > :15:58.use the same land line number. In 2010 they were fined �10,000 for
:15:58. > :16:02.vehicle clocking. Wind the clock forward three years, and we want to
:16:02. > :16:08.know what's going on inside United. Before that we need an expert,
:16:08. > :16:12.someone, who in his time has kicked his fair share of cars into touch.
:16:12. > :16:20.What do you mean who is he? He's our star signing, and today he has
:16:20. > :16:24.a hat-trick. He has to wear a hat, you see? He's going undercover.
:16:24. > :16:34.Into United Motor Limited, where we have asked him to sniff out a
:16:34. > :16:46.
:16:46. > :16:56.stinker of a vehicle, and it researchers. What will the salesman
:16:56. > :17:22.
:17:22. > :17:31.say about it? Some of what you are name? Oliver. He is only four weeks
:17:31. > :17:39.old. Finally you and your wife have got dizzy! He's not mine! I am
:17:39. > :17:48.married to the job. But I have bought him this soft and cuddly
:17:48. > :17:51.Soothe and Glow Sea Horse. It's from Fisher-Price. It costs around �18.
:17:51. > :17:56.And it plays gentle lullabies, designed to soothe him, and send him
:17:56. > :18:00.off to sleep. OK. What's wrong with Well, look at this home video taken
:18:00. > :18:04.by new mum Danielle Ritchie. The trouble started after Danielle
:18:04. > :18:08.replaced the batteries. They first glowed red, then started to smoke.
:18:08. > :18:14.And this was the damage that was caused. Meanwhile another new mum,
:18:14. > :18:20.Kerry Barker, has told us about a similar experience. We put her to
:18:20. > :18:24.bed and put the seahorse on, woke up at about the night and I could smell
:18:24. > :18:30.and electrical burning so we checked and I could not find anything. The
:18:30. > :18:34.next morning, we went to put the seahorse on to calm her down and it
:18:34. > :18:39.did not work. The batteries were all black and had melted. I am sickened
:18:39. > :18:47.to think that the toy could have set the cut on fire and what could have
:18:47. > :18:51.happened to the baby. Fisher-Price has since told us they take safety
:18:52. > :18:55.very seriously. But they've had no reports of children being injured,
:18:55. > :18:59.and have no plans to recall the product. Even though we've just seen
:18:59. > :19:05.smoke coming from it? Yes. They say that in the rare instances of the
:19:05. > :19:08.battery compartment heating up, the event will be brief. Since AA
:19:08. > :19:15.batteries only have limited energy, that can be depleted quickly, this
:19:15. > :19:17.won't create a fire risk. OK. That's their bedtime story. At least it has
:19:17. > :19:21.got you into practice! Sleep well, Oliver.
:19:21. > :19:27.Water Companies. Last year, the nine major suppliers made pre-tax profits
:19:27. > :19:37.of �1.7 billion. So many naughts. But apparently not enough. Because
:19:37. > :19:38.
:19:38. > :19:44.our bills have just gone up again. Welcome to Britain, where water
:19:44. > :19:50.surrounds us and falls on us regularly. The heavens opened and
:19:50. > :19:56.four months, it just kept raining. We are one of the wettest countries
:19:56. > :20:02.in Europe, with rain falling 200 days a year. As water is an abundant
:20:02. > :20:07.commodity, making use of it should not make the bank. But compare our
:20:07. > :20:11.average bills to those elsewhere. They are twice the size of those in
:20:11. > :20:21.Spain and three times bigger than in Italy. Hotter countries, dryer
:20:21. > :20:21.
:20:21. > :20:26.countries. And yet our bills keep rising. One reason, the unique way
:20:26. > :20:32.water providers in England are set up, according to one of the world's
:20:32. > :20:38.leading experts in water management. It is the only part of the world
:20:38. > :20:43.where water is completely privatised. That means the pipe, the
:20:43. > :20:52.pumping stations, the sewer pipes, everything is sold to the tough. No
:20:52. > :20:56.other country has done that. -- sold to the private sector. Not all water
:20:56. > :20:59.companies in the UK are privatised. In Scotland and Northern Ireland
:20:59. > :21:06.they are in public hands, and in Wales, it is a not-for-profit
:21:06. > :21:11.company, at in England, it is all private. In the last ten years,
:21:11. > :21:17.household water bills have shot up I60 4% and last month they rose
:21:17. > :21:23.again. On average they increased by three and a half percent -- have
:21:23. > :21:33.shot up by 64%. Countries in this part of the country has been hit
:21:33. > :21:38.
:21:38. > :21:45.their customers with an increase of 6%, higher than anywhere else. For
:21:45. > :21:52.Alex, that is a double whammy. He pays Mr water �235 a year for his
:21:52. > :21:59.water and Wessex �310 a year for his superrich. I noticed in the summer
:21:59. > :22:06.months I was spending �20 a month or less for gas and yet I am spending
:22:06. > :22:11.�45 a month for water, and that makes no sense. How can it be more
:22:11. > :22:15.expensive to get some water that is ten miles down the road than it is
:22:15. > :22:20.for the gas companies to put an oil rig in the middle of the North Sea?
:22:20. > :22:26.The cost of that must be phenomenal. The average household in
:22:26. > :22:29.England and Wales is paying 64% more for its water than ten years ago.
:22:29. > :22:37.Painful, especially when you look at what has happened to wages in that
:22:37. > :22:40.time. Average earnings have flat lined. The result, over the last
:22:40. > :22:49.five years the number of people seeking help regarding water debt
:22:49. > :22:53.has nearly tripled. In 2007, we were receiving 5000 calls for people
:22:53. > :22:59.struggling with their water arrears. Last year that was 20,000.
:22:59. > :23:04.Our fastest-growing debt complaint is payday loans. Second after that,
:23:04. > :23:10.above mortgages and rent, is water depths. Jason from Northampton is
:23:10. > :23:15.struggling with his water depths. started running into trouble three
:23:15. > :23:20.years ago with having to pay the water bills. We are paying over �500
:23:20. > :23:28.a year for a two bedroom place and it is horrendous. You have other
:23:28. > :23:35.bills to pay. Anglia water gave me an arrears bill of �2000 and it is
:23:35. > :23:38.mind blowing, really. It is very worrying. When you are unhappy with
:23:38. > :23:45.the amount you are paying for your gas and electricity, there is
:23:45. > :23:49.usually the option of shopping around and switching supplier. Not
:23:49. > :23:54.so with privatised water companies who have no petition. They have
:23:54. > :24:02.enjoyed a monopoly and big rises in earnings. In the last decade,
:24:02. > :24:06.Southwest water's yearly operating profits have almost doubled. And
:24:06. > :24:14.Northumbrian water's operating profits have more than doubled in
:24:14. > :24:17.that time to over �338 million. Big profits, bumper pay packages. Last
:24:17. > :24:24.year the chief executive of the ten largest privatised suppliers picked
:24:25. > :24:28.up over �8 million in salaries and bonuses. According to the companies,
:24:28. > :24:34.those profits mean more investment in infrastructure, but with sites
:24:34. > :24:41.like this still common, are they investing enough? Progress has been
:24:41. > :24:49.very, very slow in managing leak heat's -- leakages. The losses for
:24:49. > :24:54.the system is 18 up to 25% and that is far too high for such an advanced
:24:54. > :24:59.country. It is up to five times as high as the developing countries
:24:59. > :25:04.like Cambodia, who has losses from the system of 5%. Until companies
:25:04. > :25:08.here start to plug the leaks effectively, we will all continue to
:25:08. > :25:14.pay. The end result is the consumer is paying for water which we are not
:25:14. > :25:19.using. If you are losing 25% from the system, the company is still
:25:19. > :25:22.making a profit, so that 25% is disappearing at the consumer is
:25:22. > :25:29.still paying for it. With me now, chief executive of
:25:29. > :25:36.Ofwat, the water industry regulator, Regina Finn. You are the regulator.
:25:36. > :25:42.You have the power. How bad does it have to get? Before you intervene?
:25:42. > :25:47.It is really important for customers to know that we are therefore you to
:25:47. > :25:53.intervene and we have done. Without our challenge, the bills the water
:25:53. > :25:58.companies will charge you today would be �120 higher. But customers
:25:58. > :26:01.have no choice and they tell us that they do want their bills to be
:26:01. > :26:07.affordable but crucially, they also want the service that you get for
:26:07. > :26:14.the Bill to be top quality and continually improving. It is our job
:26:14. > :26:20.to be inshore -- to be ensuring they get that. Your pledge was you would
:26:20. > :26:30.make sure there was value for money. How can it be that if money that the
:26:30. > :26:35.West Country, the rise is 82% in the last decade, but on average nearly
:26:35. > :26:41.65%? Whatever investment, how can that be value for money? Bills have
:26:41. > :26:51.gone up over the last decade, water bills have gone up I100 and. It
:26:51. > :26:55.compares to energy is going up by �800 -- have gone up by �120. But
:26:55. > :27:00.what is important is what customers get for that. Consumers understand
:27:00. > :27:04.they need to pay the bills but what infuriates them is when the
:27:04. > :27:11.companies let them down and we have taken action. We have hit these
:27:11. > :27:17.companies in their pockets in the last five years. You say people are
:27:17. > :27:22.happy because they get value but private companies are therefore
:27:22. > :27:28.profit and it has shown, because in England Private companies, no choice
:27:28. > :27:36.where you go, the rises are 64% in the last decade, and yet in Scotland
:27:36. > :27:41.where they are not privatised, it is less than 28%. That is a really good
:27:41. > :27:47.question. A lot of customers ask us why bills are different in different
:27:47. > :27:55.places. If you look at a place that is similar to Scotland, the seven
:27:55. > :28:02.Trent area, the bills are at similar levels. We have not got much time.
:28:02. > :28:09.Tony from that area pocketed 1 million in salary last year, Peter
:28:09. > :28:16.Simpson 1 million, 1.4 million, it is very hard for customers to see
:28:16. > :28:19.their bills rising and people like that taking home huge pay packets.
:28:19. > :28:24.That is a fair question for customers to ask because what is
:28:24. > :28:32.important to customers is that what gets paid in salaries is related to
:28:32. > :28:37.what these companies deliver and when those companies ask for �500
:28:37. > :28:43.million... You have a professor saying we are worse than a
:28:43. > :28:48.developing country when it comes to leakages! In Cambodia at the network
:28:48. > :28:53.is ten years old and is only in cities. But we can't be complacent.
:28:53. > :28:56.I have to finish you there. Water UK, which represents all the
:28:56. > :28:58.major suppliers, say they've invested �108 billion over the last
:28:58. > :29:02.25 years, improving water and sewerage services, and cleaning up
:29:02. > :29:06.rivers and beaches. This has been made possible by private investors
:29:06. > :29:09.who require a reasonable return on their money, currently allowing 5%.
:29:09. > :29:13.Meanwhile Ofwat has asked water customers for their views on the
:29:13. > :29:18.companies' services. You can complete their survey online. The
:29:18. > :29:23.address is on your screen. Next, Wonga. The pay-day Lender with
:29:23. > :29:27.staggering interest rates. An APR of 4,200%. Bad enough if you've
:29:27. > :29:30.borrowed from them. Even worse when you haven't. Last year Watchdog
:29:30. > :29:36.showed they were taking money from people who had never applied for a
:29:36. > :29:42.loan. "Small problem" said Wonga. "We're tackling it". Here's
:29:42. > :29:46.Crimewatch presenter Martin Bayfield.
:29:46. > :29:54.If there is one thing we have learned at one guy, it is how to
:29:54. > :29:57.move quickly! Malcolm had never applied for so much as a penny from
:29:57. > :30:02.Britain's best-known payday lender but that did not stop them from
:30:02. > :30:08.raiding his bank account. I went to the cash machine and found I had
:30:08. > :30:16.insufficient funds. I found that Wonga had taken 15 transactions out
:30:16. > :30:22.of my account, �3500, and I do not even deal with Wonga. I was shaking
:30:22. > :30:32.like a leaf. I was worried, nervous, my stomach was terming.
:30:32. > :30:33.
:30:33. > :30:40.Forster had taken out a loan using Malcolm's details. -- a fraudster.
:30:40. > :30:45.Wonga had taken the money out of Malcolm's account and given the loan
:30:45. > :30:51.to the criminal. Malcolm is not alone. When Watchdog first aired
:30:51. > :30:58.this story last week, -- last year, there had been 30 complaints but
:30:58. > :31:06.since then we have heard from 398 people. The sums raised from a few
:31:06. > :31:12.hundred pounds up to �6,000. How is it happening? Identity theft. The
:31:12. > :31:16.fraudsters need to get hold of your bank details. Fake websites are a
:31:16. > :31:20.common method of gaining that information but it can also happen
:31:20. > :31:26.in shops. At cashpoint is where you may leave a printout behind. Even at
:31:26. > :31:30.home, where criminals have been known to sift through dustbins
:31:30. > :31:35.looking for statements. However they get the personal information, they
:31:36. > :31:40.can use it to apply for a loan. This simply give Wonga the details of the
:31:40. > :31:45.account into which the money should be paid, but the details of your
:31:45. > :31:50.account from which it will take the replacements. Two different anchor
:31:50. > :31:57.councils. Surely that would get alarm bells ringing. -- two
:31:57. > :32:01.different bank accounts. But it doesn't. Wonga say they'd check all
:32:01. > :32:06.applications thoroughly, but how can they when they promised a decision
:32:06. > :32:11.within just six minutes? Somebody making a large loan such as a
:32:11. > :32:15.mortgage, they would require the borrower were to produce physical
:32:15. > :32:25.evidence of their identity and that could take the form of something
:32:25. > :32:46.
:32:46. > :32:53.with their photographs on, something Simon Oliver is proof those checks
:32:53. > :32:59.aren't good enough. He could be the youngest victim of Wonga fraud.
:32:59. > :33:05.Wonga took �260 from his account despite him being just 15 years old.
:33:05. > :33:09.I was speechless. I didn't have a clue what to do. I was very upset
:33:09. > :33:13.to think this could happen to my account. This is birthday money,
:33:13. > :33:19.Christmas money I have saved up, and they have gone and taken it. I
:33:19. > :33:24.can't drive, nor buy money nor buy alcohol. The fact I can have a loan
:33:24. > :33:29.is absurd. Legally, you must be at least 18 to take out a loan, so to
:33:29. > :33:32.apply for one in Simon's name, the criminals would have to make a fake
:33:32. > :33:37.date birth. If they had checked it against his bank account, they
:33:37. > :33:41.would have discovered the fraud, but they didn't. An invention with
:33:41. > :33:44.speed and control? Sounds like you have just invented a Wonga loan.
:33:44. > :33:49.They might be keen in promoting the speed in which they can get money
:33:49. > :33:52.to you, but they aren't as keen to disclose how many cases of fraud
:33:52. > :33:55.have been reported except to say it happens in less than one in a
:33:55. > :33:59.thousand cases, but as the complaints to Watchdog continue to
:33:59. > :34:08.come in, are they trying to downplay the scale of the problem?
:34:08. > :34:13.You're up your trolley, Earle! MP Stella Creasey would say so
:34:13. > :34:17.she's received 300 e-mails from Wonga customers saying they debited
:34:17. > :34:22.their accounts for money they never have taken out. This has been going
:34:22. > :34:26.on for months and we don't see any progress on this which makes me
:34:26. > :34:29.wonder if Wonga is doing the correct checks. It is open to abuse.
:34:29. > :34:33.I would certainly like to see what the police's response to this is.
:34:33. > :34:37.But do the police even know this fraud is occurring? Apparently not
:34:37. > :34:42.because Wonga haven't been reporting it to them. And that
:34:42. > :34:46.means the people behind it are still at large, so we decided to
:34:46. > :34:50.alert officers ourselves. We took our evidence to the City of London
:34:50. > :34:54.Police, the force tasked with investigating fraud in the UK, and
:34:54. > :34:57.the outcome of our meeting? Well, after we showed them our evidence,
:34:57. > :35:03.they told us they will look into it, and they've asked for anyone who
:35:03. > :35:06.has been a victim of identity theft to contact Action Fraud. Many of
:35:06. > :35:09.those who had been in touch with us didn't do that because they
:35:09. > :35:12.eventually got their money back, but if this has happened to you,
:35:12. > :35:17.you're a victim of crime, and the police need to know about it,
:35:17. > :35:21.because without that information, they can't go after the fraudsters,
:35:21. > :35:26.the same sort of criminals who targeted Malcolm.
:35:26. > :35:32.Wonga, straight-talking money. if Wonga have wrongly debited your
:35:32. > :35:40.bank account, the police want you to contact Action Fraud on 0300 123
:35:40. > :35:44.2040. You can also reach them online. The address is on your
:35:44. > :35:49.screen and also on our website. bet they say this is absolutely
:35:49. > :35:53.nothing to do with the speed they approve their loans. That's right.
:35:53. > :35:58.And they say they're not complacent. They regret every case and
:35:58. > :36:05.recognise it's distressing, which is why they write off the money
:36:05. > :36:09.owed, issue refunds and make sure the victim's credit isn't affected.
:36:09. > :36:14.With Malcolm, they didn't act swiftly. As for Simon Oliver, they
:36:14. > :36:17.believe this is a case of card fraud where his card details had
:36:17. > :36:22.been stolen. These were used to apply for money to pay off another
:36:22. > :36:27.loan. If this is the case, the age of the criminal applicant would be
:36:27. > :36:31.over 18. That Action Fraud line is going to be very busy. Still to
:36:31. > :36:38.come, shrinking ink, the money- making secret hidden inside your
:36:38. > :36:42.printer. Back to United Motor Limited of
:36:42. > :36:47.Southall now. The showroom has been selling bangers for big bucks. We
:36:47. > :36:51.have met customers who have driven away over-priced cars, clapped-out
:36:51. > :36:55.cars, even dangerous cars, so today we're sending in a couple of
:36:55. > :36:59.researchers posing as buyers themselves. What will they drive
:36:59. > :37:04.away? This is the showroom in question, and this is our happy
:37:04. > :37:14.couple, and this is the man who is going to try and sell them a car.
:37:14. > :37:23.
:37:23. > :37:27.He's United's main salesman, and Good. Ray directs us to the car our
:37:27. > :37:37.expert has already inspected, the one he says is riddled with faults
:37:37. > :37:40.
:37:40. > :37:45.Well, that's nice. Look, Ray has told us the truth. That means he
:37:45. > :37:52.must be a nice person. Yeah, he seems nice. This next bit
:37:52. > :37:59.is more naughty. MOT's got till September. So it's a pretty nice
:37:59. > :38:03.car. Actually, no. It's been out of MOT for a month, so to take it for
:38:03. > :38:06.a test drive would be illegal. You're not going to take it for a
:38:06. > :38:12.test drive, are you, Ray? # Breaking the law #
:38:12. > :38:22.Yes, he is. Yeah, you can feel the clutch, can't you? Are you a
:38:22. > :38:25.
:38:25. > :38:35.Do you think he teaches dance as well? OK. Ray's coughed up to the
:38:35. > :38:41.
:38:41. > :38:45.clutch being faulty. Will he accept Well, �250 isn't that reasonable,
:38:45. > :38:51.is it, Ray? Our own expert reckons the body work is so damaged, it
:38:51. > :38:54.will take more than �1,000 to fix. We tell Ray we're still a bit
:38:54. > :38:59.unsure, so enter stage right his colleague you sufficient, who
:38:59. > :39:09.doesn't understand why we don't want to do a deal right away. I
:39:09. > :39:14.
:39:14. > :39:18.mean, they're reasonable men. They You know what's really convincing -
:39:18. > :39:22.is when people who want to prove they're honest say they're being
:39:22. > :39:25.honest. It's a clincher. Right. We need to see whether they're
:39:25. > :39:29.prepared to sell this car without fully highlighting all the work on
:39:29. > :39:33.it that needs doing and what it will cost. The only way to do that
:39:33. > :39:43.is to buy it, so we tell them we're going ahead, and two days later we
:39:43. > :39:44.
:39:44. > :39:49.You don't like cash? Well, why is there so much of it about? Look at
:39:49. > :39:59.this bundle here. That's not ours. The car we're buying isn't road
:39:59. > :40:07.
:40:08. > :40:13.taxed, so our researcher asks him No, I can't use that. It's before
:40:13. > :40:20.9.00. Piffle. OK. Yeah. That's a load of piffle. You can't do that.
:40:20. > :40:25.It's illegal. Our couple complete the deal, paying � 3,095, including
:40:25. > :40:30.a �95 admin fee. They do get it taxed straight away, mind, so
:40:30. > :40:36.they're not breaking the law. OK. The car is now ours, and our
:40:36. > :40:46.expert has been giving it the once- over. Time that I checked in. John?
:40:46. > :40:55.
:40:55. > :41:01.Let's talk about this car. Mmm. What are the headlines? Where do I
:41:01. > :41:05.begin? Body work, near-side front wing, near side rear door,
:41:05. > :41:09.misaligned, and of course, there are a couple of dents to the sill,
:41:09. > :41:13.very expensive to put right. Let's look under the bonnet. Start the
:41:13. > :41:18.car up - one minute later, there's smoke coming from the top of the
:41:18. > :41:21.engine. Now, that's an oil leak onto the man fold. They have sorted
:41:21. > :41:26.out the clutch for us. That was the big problem. The worst part about
:41:26. > :41:30.the clutch repair is not the clutch itself, but the damage they done to
:41:30. > :41:33.the suspension. A competent garage wouldn't cause that damage.
:41:33. > :41:36.John's found plenty of other things wrong with this car. The brakes
:41:36. > :41:40.need replacing. The air- conditioning doesn't work, and the
:41:40. > :41:47.we're wiper, lacking a blade, has scratched the windscreen. He still
:41:47. > :41:49.values this car at �1,500, not the �3,095 we paid, and he says to put
:41:49. > :41:53.it right would cost another two grand.
:41:53. > :42:00.So you're a crime fiction fan, aren't you? Yes.You're in a car.
:42:00. > :42:05.Where do you look for the smoking gun? Easy. It's in the glove
:42:05. > :42:08.compartment. Go for it.And there it is! Yes, the plot thickens. This
:42:08. > :42:12.document is a health check for the vehicle commissioned by the
:42:12. > :42:16.previous owner and pasted on to United when they were sold the car.
:42:16. > :42:21.It clearly shows the brakes need replacing and that there's an oil
:42:21. > :42:24.leak. They have even flagged it as red, urgent. It's key information
:42:24. > :42:30.that United ignored and didn't pass on to their customers. Time to put
:42:30. > :42:40.in a complaint call. We know that both Ray and Yussuf are in the
:42:40. > :42:42.
:42:43. > :42:48.showroom today. Why? Because we're Yeah, that's Ray talking to us
:42:48. > :42:52.right - now! Sorry, Steve. Are you a manager? No, I am not a manager.
:42:52. > :42:58.And you're not Steve either. Listen carefully. There is about to be
:42:58. > :43:02.change of voice. Sorry? Yes, Ray is off. He's passed
:43:02. > :43:08.the phone to Yussuf, who is also having an identity crisis.
:43:08. > :43:14.But we are speaking to the people we have spoken to - first Ray, now
:43:14. > :43:19.you. Ray and Yussuf are not around until then? No, they're not.Thank
:43:19. > :43:22.you, bye. Well, you are around. We can see you. The time for hide-and-
:43:22. > :43:26.seek is now over, and we're going to take matters into our own hands.
:43:26. > :43:36.So we have a car with a few problems - one of which is body
:43:36. > :43:37.
:43:37. > :43:47.work, but that we can do something Yeah, no-one is going to notice
:43:47. > :43:48.
:43:48. > :43:51.that misaligned door now. There we And it's also ready to make a
:43:51. > :43:54.return journey to United Motor Limited, so make sure you have a
:43:54. > :44:01.ticket for the replay. The action is due to start in about ten
:44:01. > :44:08.minutes. Next, HP, Epson, Cannon doing very well from selling ink
:44:08. > :44:13.for your printer. Just how well? You won't believe it. Here's Rick.
:44:13. > :44:18.I do like knocking out an old tune. You can get all the sheet music on
:44:18. > :44:25.the internet these days. Just print it off, and away you go. Oh, no -
:44:25. > :44:29.not again. Yeah, I know. You have been here too. Your ink's run out.
:44:29. > :44:35.Everything goes smudgey, and you have to buy more. It's frustrating
:44:35. > :44:38.and very costly. Printer ink is one of the most expensive liquids you
:44:39. > :44:46.can buy, and HP's inks are particularly pricy. For example, if
:44:46. > :44:51.you have an M301 cart Reg, which was one of their newer ones that 5
:44:51. > :44:59.mils of ink in it, costs �12. If you add it up, it would mean one
:44:59. > :45:04.litre of ink would cost you �2,400. �2,400 a litre? Do you know that
:45:04. > :45:11.makes it more than 4,000 times more expensive than Crude Oil. It's 1800
:45:11. > :45:16.times pricier than a litre of petrol. That's the same price as 68
:45:16. > :45:19.bottles of premium whiskey and 21 bottles of vintage bubbly. I don't
:45:19. > :45:23.know. It's enough to make you turn to whiskey and champagne! But the
:45:23. > :45:27.big question is, why do we have to shell out so often? I don't know
:45:27. > :45:31.about you, but the cart Regs on my printer seem to run out a lot
:45:32. > :45:35.quicker than they used to. Turns out there's good reason for
:45:35. > :45:39.that. It seems our ink is the latest
:45:39. > :45:43.product to shrink. Check out these three HP cart Regs from the last
:45:43. > :45:48.nine years. Until you actually open the cart Reg, you would not know
:45:48. > :45:51.from the outside what you're actually getting on the inside.
:45:52. > :45:55.These cartridges are all very similar on the outside. If you take
:45:56. > :45:59.the lid off, you've got the size of the sponges changing dramatically.
:46:00. > :46:04.The sponge is the bit that holds the ink. Look how much smaller
:46:04. > :46:07.they've got over time. Obviously, we can't get as much ink in this
:46:07. > :46:11.one here as we could in this one because the sponge is just tiny.
:46:11. > :46:15.Now, to be fair, the newer cartridge is cheaper. In fact, it's
:46:15. > :46:24.nearly half the price, but don't be fooled. The cartridge price may
:46:24. > :46:32.have gone down, but it holds less than a third of the liquid, so the
:46:32. > :46:36.latest add of HP ink is nearly 2,000 more than the latest model.
:46:37. > :46:41.Cannon have cut the amount of ink in their cartridges too, an
:46:41. > :46:46.increase of 25%. Meanwhile, since 2006, Epson have almost halved the
:46:46. > :46:50.amount of ink in theirs. To be fair, they have also halved the price of
:46:50. > :46:57.their cartridge, but according to the price on their own website,
:46:57. > :47:00.that still means their their cartridge is the equivalent of
:47:00. > :47:05.�1,410 a litre. How much does this mean for company profits? I am
:47:05. > :47:09.going to try and work out just how much money I could make if I set up
:47:09. > :47:13.my own printer ink cartridge company - if only I knew someone
:47:14. > :47:23.who could tell me how much all the different parts of an ink cartridge
:47:24. > :47:43.
:47:43. > :47:50.-- some prices. You say the sponge is what? Threepence. Threepence. The
:47:50. > :48:00.flexible electric circuit is 3p and you will be on small quantity rate,
:48:00. > :48:01.
:48:01. > :48:06.�15 a litre. How about the plastic lid? That will be 2p.Thank you.
:48:06. > :48:11.Right. Let's add it all up. If we are making a cartridge with five
:48:11. > :48:17.millilitres of ink in it, we will not be counting labour, production
:48:17. > :48:22.and overheads, but the cartridge itself would cost 29p. These
:48:22. > :48:31.companies flog them for a load more than that! That definitely beats
:48:31. > :48:35.playing the piano for a living. Hang on. That's it! It is about time I
:48:35. > :48:41.changed my line of business! OK, Epson's statement fresh off the
:48:41. > :48:44.printer. Advances in technology means printers can now produce more
:48:44. > :48:47.pages with the same amount of ink. Lots of compatible cartridges
:48:47. > :48:53.available, but we can only guarantee printer performance when used with
:48:53. > :48:57.Epson ink. And this from HP. Cartridge prices
:48:57. > :49:00.reflect the huge investment in the technology. To save money they
:49:00. > :49:03.advise buying the type of printer that best meets your needs, choosing
:49:03. > :49:06.the right setting for each job, buying multi-packs to reduce the
:49:06. > :49:13.cost long-term, and using original cartridges to avoid waste or damage
:49:13. > :49:17.to your printer. I am none the wiser from that!
:49:17. > :49:21.Thanks to all those who have been in touch about that story. Here's a few
:49:21. > :49:25.more. The burning question. Does a
:49:25. > :49:29.neutered cat need special food? Nestle-Purina, the maker of Go Cat,
:49:29. > :49:34.said yes. It's been advertising this brand of food for moggies who have
:49:34. > :49:39.been under the knife. It claimed it was specially formulated, to help
:49:39. > :49:41.them maintain a healthy weight and a healthy urinary tract. And it told
:49:41. > :49:45.the Advertising Standards Authority it had veterinary research to back
:49:45. > :49:50.it up. But the ASA accused it of making
:49:50. > :49:58.exaggerated claims. And banned the ads for being misleading. In other
:49:58. > :50:02.words, the company's been done. Like the cat!
:50:02. > :50:05.Still to book your summer holiday flight? You could get stung if you
:50:05. > :50:07.don't compare the cost of all the added extras. The comparison site
:50:07. > :50:12.Travel Supermarket, which surveyed 12 airlines, says extra fees can
:50:12. > :50:19.make up 65% of the total ticket price. Thomson now charges �22 each
:50:19. > :50:23.way to check in a 20 kilo bag on a short haul route. That's up from �15
:50:23. > :50:27.last year. Monarch passengers who turn up to the airport to find their
:50:27. > :50:31.hand luggage is too big will now be charged �50 instead of �30 to check
:50:31. > :50:41.it in. While Ryanair has raised the cost of travelling with an infant
:50:41. > :50:44.from �20 to �30. Oliver, I love you, but I am going on my own.
:50:44. > :50:50.Boots has admitted it was wrong to describe a range of scientific toys
:50:50. > :50:55.as being suitable for boys only. Really? It began taking down the
:50:55. > :50:58.in-store signs after some customers complained they were sexist. Quite
:50:58. > :51:03.right! The Science Museum, which made the products, also objected
:51:03. > :51:07.saying they were designed to appeal to both genders. I bet they didn't.
:51:07. > :51:10.After initially defending the labels, Boots backed down. Very
:51:10. > :51:18.wise. And says it's always supported women persuing careers in science
:51:18. > :51:25.and pharmacy. I wonder how many women are on the board of routes.
:51:26. > :51:29.Anyway. So let's hear it for the girls. And the boys.
:51:29. > :51:39.We're entering stoppage time in tonight's big match: Rogue Traders
:51:39. > :51:43.versus United. United Motors UK Limited of Southall, that is - not
:51:43. > :51:47.to be confused with companies of similar names. They sold us a car
:51:47. > :51:51.for more than three grand. Didn't tell us it was riddled with faults.
:51:51. > :51:56.And now won't take our calls. Well, they may think it's all over
:51:56. > :52:00.but there's still time for a fightback.
:52:00. > :52:09.We have given the car they sold us a respray and to cause confusion in
:52:09. > :52:15.their defence, we have come up with a new plan of attack. This is a
:52:15. > :52:19.completely different kind of United. East Thurrock United. They have
:52:19. > :52:25.demonstrated they have got good engines on them every weekend this
:52:25. > :52:30.season. Come on! They are understandably miffed at United
:52:30. > :52:35.Motors for bringing their name into disrepute and have agreed to help.
:52:35. > :52:44.The ladies of East Thurrock United and our researchers. The full
:52:44. > :52:48.line-up. Everyone's sake, Kenny Dalglish!
:52:48. > :52:54.First to enter the field of play is our researcher. She goes to confront
:52:54. > :53:02.the man who sold her car and who has been refusing to take her calls.
:53:02. > :53:08.Meanwhile, I am on the team bus. did nobody called me back? Who did
:53:08. > :53:14.you speak to? I spoke to Steve. I haven't had no messages. Steve said
:53:14. > :53:24.nobody was in and I could not speak to anyone. You told me it was in
:53:24. > :53:27.
:53:27. > :53:33.good condition and you are still If you smell that, can you smell
:53:33. > :53:37.that? You are not even listening to me. It is not the most subtle of
:53:37. > :53:45.code words but it has done the trick. That is not good customer
:53:45. > :53:52.service, is it. I am trying to sort something out! This is what I am
:53:52. > :54:02.trying to say. You can't just leave me there. It is the other side you
:54:02. > :54:06.need to have a look at. BBC. This is what we are saying. United Motors UK
:54:06. > :54:12.Ltd are rogue traders. You sold us this car. You have information that
:54:12. > :54:16.says it has got problems and you never pass the information on. It
:54:16. > :54:26.has problem with the brakes, and you knew that because it had a health
:54:26. > :54:34.check before. One minute, I will get my man down to speak to it -- speak
:54:34. > :54:39.to you. My name is raised. Sometimes Steve? Because it seems like the
:54:39. > :54:44.names that you use regularly change around and sometimes, like when we
:54:44. > :54:48.called back to say there was a problem with this car, you actually
:54:48. > :54:53.said you were not in. I will speak to the main guy who is dealing with
:54:53. > :55:00.it and I will get him to call you back. So it would not be used then?
:55:00. > :55:04.I was dealing, I sold the car but the man who is dealing with it is
:55:04. > :55:10.not in. But you sold it so you should take some responsibility.
:55:10. > :55:14.Just give us a few minutes. Hold on. I taking responsibility you are
:55:14. > :55:19.getting somebody else then? I will take it off your hands and get the
:55:19. > :55:26.work done. We are talking about selling a car with full information
:55:26. > :55:32.about what you know about it before it is sold. It had an MOT.That just
:55:32. > :55:36.means it is legal to go on the road, it does not mean it is roadworthy.
:55:36. > :55:41.You had information before the car was sold and you failed to pass that
:55:41. > :55:46.on to the customer so you can sell it at a higher price than what it is
:55:46. > :55:54.worth, do you understand? We are talking about consumer protection
:55:54. > :55:58.regulations which means that when you... Give me one minute.Ray has
:55:58. > :56:07.obviously done talking. He also told us that the show room's main man is
:56:07. > :56:12.not in today. Baby he is right. Maybe that is a hologram there. --
:56:12. > :56:18.maybe he is right. The great thing about this particular office,
:56:18. > :56:21.squeeze in, you can see everything that is going on. Ray is currently
:56:21. > :56:31.wedged behind the door, and Yousef is behind the desk with two
:56:31. > :56:31.
:56:31. > :56:41.customers. Ray? Any chance we could have a chat with Yousef or whatever
:56:41. > :56:41.
:56:41. > :56:50.he is calling himself today? This is half-time. I could do with them with
:56:50. > :56:56.some fruit. Here comes Chelsea. The boys in blue. I have a feeling that
:56:56. > :57:01.the police van could be for arts, to ask us for Lee. The problem with
:57:01. > :57:06.this is is when you know people are not telling you the truth, it casts
:57:06. > :57:14.a shadow of doubt about all the cars in the show room. How can you be
:57:14. > :57:18.sure? That is why it is time for us to place spot the balls. We are
:57:18. > :57:23.questioning the way they deal with their customers and why they cannot
:57:23. > :57:33.simply play fair. Defensively, this is what is known as parking the bus
:57:33. > :57:34.
:57:34. > :57:38.across the face of the goal. OK, that seems to have pushed United
:57:38. > :57:45.Motors over the edge. They have asked the police to give us our
:57:45. > :57:50.marching orders. We have been asked to leave the premises so we will go.
:57:50. > :57:55.I would just remind them that if you are selling a car, you have two give
:57:55. > :58:05.the whole truth about that car. Otherwise, you saw it coming. It is
:58:05. > :58:09.
:58:09. > :58:14.a red card. That is the final whistle. And the other lesson, if
:58:14. > :58:21.you run a dodgy shop, call the cops. Meanwhile we called them and they
:58:21. > :58:25.still have not given us any further action. Yousef, there he is. And he
:58:25. > :58:34.becomes the latest face on our Rogues' Gallery.
:58:34. > :58:36.Graham says one guy took money from his son's account even though he is
:58:36. > :58:41.only 16 -- Wonga. Keep sending us your stories and
:58:41. > :58:45.tip-offs. Coming up next week: Thomas Cook.
:58:45. > :58:50.Monarch. A new rule says they must compensate you for delayed flights.
:58:50. > :58:54.So why are they refusing to pay up? Indesit. Hotpoint. The design flaw
:58:54. > :58:56.that makes machines explode. And as doctors predict the worst