Episode 5 Watchdog

Tonight - Kwik Fit change 5 million tyres a year but are they inflating

bills by charging for thin air? Watchdog finds out.

A whistleblower explains how the rip-offs work and why you would not

spot it. We went undercover to investigate

and employed a special agent. It sounds like a job for Hollins, Chris

Hollins. Hello and welcome to Watchdog. We

are live for the next hour. Fighting for your rights. What would you do

if your pension pot disappeared? With the new pension freedoms in

place, a staggering number of you are being targeted by scammers, we

will tell you how to ensure you are not one of them.

Plus, we help the viewers against the biggest online retailer in the

world, Amazon shut their accounts for sending things back.

And we are explaining what the Sharm El-Sheikh incident could have on all

of our holidays. And also, how bad can a rogue salesman be? This could

qualify for a medal position. Yes, God works in mysterious ways.

Tonight, she has put that man in jail.

Plus, chocolate. Yes, apparently every lady loves

Milk Tray. But they will not like the fact that Cadbury's are

shrinking the boxes and doing the same to more of your favourites.

First, in the week that Spectre has broken the box office, we have been

talking about some of the baddies. Gold Finger, Jaws, BlowFelt And

Zenia Onatop. And now a rip-off, where Kwik Fit

charge you extra for thin air. Magnificent, isn't she? 0 of 06 in

2.3 seconds. If there is one thing to rely on in

a James Bond film, it is the best cars. And Spectre is no exception as

007 gets the keys to this custom built Aston Martin. According to

Kwik Fit, if you really want to drive like James Bond, even in a

Porsche, instead of filling the tyres are normal air, you must fill

them with nitrogen! Yes, air, it is so last decade. Kwik Fit claim by

filling the tyres with extra nitrogen, it will improve

performance and slow down deflation. Saying as nitrogen escapes slowly,

it keeps the tyres inflated for longer. Perfect for high-speed

chases and secret missions and collecting the nappies from the

supermarket! Kwik Fit are keen for everyone to try nitrogen, that they

are determined to give it to the customers, even if they want it or

not. We have heard from customers across the country, taking in tyres

for replacement, and found to be charged ?1. 50 pertyre for nitrogen

inflation, despite never asking for it.

I did not ask for it but when I got the bill, it was added to it. They

charged me for nitrogen inflation. I was not asked about the service. I

am not happy about this. Finding your bill inflated without

your knowledge is clearly frustrating. But eye been sent on a

top secret mission to meet Paul Hart, who in Southampton was having

troubles with his tyres. So you took it to Kwik Fit, what

happened? They changed the tyre. They gave me the bill. I looked at

the bill, it said nitrogen inflation.

Did you ask for it? No. So Paul became a little suspicious

about what exactly had been added to his tyre. So he decided to

investigate further. So he may not be a pretend Micks agent like me but

Paul is not your average Kwik Fit customer.

I thought, I'm a diving instructor, I have the equipment to analyse air

and gases, so I thought I would analyse them to see if they had

actually put in nitrogen. So they picked on the wrong

patterned you tested the car. What did you find? It had air in it.

Just standard air, no different to the air that we breathe now.

What did they say? They were embarrassed. They did not think that

anyone would query the fact that there was not nitrogen in the tyres.

They didn't have an answer for me, they would give me the money back.

It was not about the money. It was the fact that they were lying to me

and probably to others as well. So we sent our undercover agents to

ten Kwik Fit stores across the UK and asked them to change a tyre.

We found that the ?1. 50 for nitrogen inflation automatically

added to the bill. Nine out of ten branches charged us, despite the

team not requesting it and not being asked if we wanted it. On the nine

that did charge us, what exactly were we paying for? We called in

Mark Jones, a nitrogen generator expert. Or to you and me, someone

who knows a lot about gas. Today he is our very own Q. He is going to

test our tyres. First, a quick science lesson. Air

is made up of 78% nitrogen. 21% oxygen and 1% other gases. If they

had added nitrogen to the tyres, the oxygen percentage should go down.

The test equipment takes a sample of air to from the tyres and feeds it

into the oxygen content here to measure it. 21% of that is oxygen,

that will tell us it is just air. Lower amounts will tell us that

nitrogen has been added. Two tyres had been filled with pure

nitrogen. So although we had not asked for it, they were giving us

what we were charged for. Then it got interesting. The next tyre was

mostly air. With just a small amount of extra nitrogen. What about the

rest? This is just air in the tyre. That is definitely air? This is

definitely an air sample. It is looking like air. 100% air. No

nitrogen added. In total of the nine tyres we

tested, supposedly filled with nitrogen, six were actually just

air. One had only a very small amount of extra nitrogen. So, were

we unlucky, or could this be a wider problem? We were contacted by a

whistleblower who still works at Kwik Fit and is unhappy with the

practices. He agreed to give us the inside story.

I have worked in about 10-12 different centres, seeing nitrogen

used once or twice. I can guarantee that the nitrogen is added to as

many bills. You are given a bonus. You want the bonus at the end of the

month. ?1. 50 added to the bill is not a huge amount of money. Bur Kwik

Fit changes over 5 million tyres a year. If some customers are charged

for nitrogen that they are not getting, it is a money maker. And

does nitrogen inflation make that much of a difference to the car? We

asked the AA. . There are some applications where

the use of nitrogen is beneficial, aircraft tyres, Formula One.

Motorsports, the extreme temperatures and lowering of the

tyres means that the nitrogen is beneficial. But from our

perspective, the use of nitrogen as opposed to air, it does not offer

benefits. We find it difficult to justify the investment in nitrogen

tyres. So, Kwik Fit, we cannot wait to hear

your explanation of this one. In the meantime, I think I might just stick

to good old fashioned air in my tyres.

Here is the reaction. Kwik Fit apologising and saying:

They will retrain staff and review the procedures across the centres.

Saying drivers who think that they may have been affected can bring in

the receipt and Kwik Fit will refill the tyres with nitrogen and give

them a ?5 voucher. The company insists that there are benefits to

nitrogen inflation, and it will offer nitrogen inflation free of

charge to any Kwik Fit customer. More good news. Two weeks ago, we

reported Vauxhall Zafiras bursting into flame, Vauxhall said that they

were investigating but stopped short of recalling the cars. Tonight they

told us that they are now recalling the Vauxhall Zafira B. It the

company does not know the root cause of the fire but will write to all

affected owners to recall every one of the 220,000 Vauxhall Zafira Bs on

the road to repair and ensure that the cars are safe. Thank you for

getting in touch to #e7 help us with the story.

E-mail about any stories and go to the website.

You can tweet them to us. Or post them on our Facebook page.

Jacques Rogge provide us with worries, tears and sometimes

laughter but after they leave your screen, there can be a legal process

to bring them to justice. We don't have much to do with that it can

take years. But we like to hear about it and tell you what has

happened so you can throw your slippers at the television all over

again. I'm sure that there are no other programmes around that will

make you do that. You know, I'm fairly certain when we

see the apprentices lining up at the beginning of a series, what they are

saying may noting be everything that they are feeling.

I'm a corporate panther in a flock of 14506789 ready to do business and

put claws in your contract. I'm not a person, I'm a Ferrari but faster

and remembered. I am ready to blow your world apart with my ambition

bomb. The fuse is lit, now stand back and watch me bang.

That is OK. We all need to give ourselves a pep talk from time to

time. Just to boost the confidence. Anyway, the show would not be the

same if they said what they were really feeling. Imagine? I have not

slept a week as I'm so excited and nervous about this. My jacket is a

bit tight and I have a mouth ulcer. I bought new shoes, that was a

mistake. I hope we only walk on carpets, so I can take them back if

I am thrown out. I have not worked in several months

as everyone thinks I am too shouty. I really need the loo.

I suppose that at the end of the day they are only fooling themselves. We

are not fooling anyone, are we, fake Sugar! Can you do the voice? No, OK.

Salesmen, well, they are a completely different ball of wax.

Yes, you see they have a responsibility to other people, not

just themselves. And it is a big responsibility especially when they

are dealing with the old or the vulnerable. Back in 2013, we

featured an alarm selling company called Inter Defence Security Ltd.

Run by this man: Nemar Restaga. He sold overpriced security alarms to

people who did not need them. We spent Becky undercover to the

call centre to find out if he put the fear into old people wherever

they went. Becky was give an script when cold calling customers.

It had certain tactics. They called themselves Crime

Awareness advisors. Trained to say these types of things on every call,

no matter where the person that they are speaking to lives. Don't move

me? A few sales from this salesman will change your mind.

That does sound horrible and your mother must be proud, not to mention

your grandmother! Unfortunately, it was not a one-off.

So what motivates this lying to an scaring of the elderly? Yes, no

surprise. Inter Defence are about making money at the expense of the

elderly. Here is the big boss. To check what happened after the

cold calls, we set up two houses with two actors to see what they're

travelling salesman or risk assessment advisers would tell us.

Here they come. We have security expert Terry listening. The first

one wastes no time about telling us about criminals running loose in the

area. It is all nonsense. The salesman is using scare tactics.

This is nonsense, it just does not happen. Round two. Next we hear

their alarm systems have been awarded a gold certificate. In case

you were wondering, the NSI is the national security Inspectorate.

However... They have assured us this company does not have any such

recognition. That is a live then. There is good news, we are told

there is a promotion and the system is free and we only pay for

monitoring. There is a catch. See if you can guess what it is.

Yes it is misleading to claim the system is free for a limited time

only when they are not. It is against the law. And they are not

cheap. A 12 year contract is around ?5,500. That only it will cost that

if we sign today, which. We were not the only ones watching

the boss of Inter Defence Security. Colin from the insolvency service

had his eyes on him. He was concerned with how quickly Inter

Defence would install the alarms after the sales visit.

As soon as the customer signed the contract in the home, the alarm

system would be fitted within days and certainly within the seven days

statutory cooling off period, which would hinder the customer exercising

the right to cancel the contract. It was confirmed that the boss was

mis-selling monarchs. And he was stopped from being a company

director. He was given that because of the serious and objectionable

sales practice the company had deployed in persuading people to

sign up. We do not know what he is up to now. Maybe you do.

You really cannot answer at all, can you?

Fake Lord Sugar is left speechless by our rogues, but you do not have

to be. If you know what they are up to now, let us know. Even though

they may have moved on, we haven't. We never give up.

Why? Because rogues who keep on being rogues can leave a devastating

trail behind them. Witness the son of one man who never recovered from

being caught out. That still haunts me, as to how

somebody could do that to an old person. It is something I will never

forget. It sticks in my mind and I think about it a lot.

Arokia Rajiv is talking about received his sentence today. We will

be happy to share that with you in ten.

Still to come: When is a returns policy not a returns policy? When

you send something back to Amazon and they block your account for

doing it. Now, pension freedoms. Six months

ago the government brought in new rules that promised the biggest

shake-up in almost a century. This is what the Chancellor had to say.

Pensioners will have complete freedom to draw down as much or as

little of their pension pot as they want. No caps, no drawdown limit. No

one will have to buy an annuity. The new rules seemed radical, promising

to give savers bank account style access to their pension so they

could withdraw what they wanted when they wanted. Six months on, how easy

is it to get hold of your pension? It is a well earned reward for

decades of hard work, but getting your hands on your pension and using

that cashed the way you see fit has historically been like trying to

break into a bank vault. The years, millions reaching retirement had to

spend most of their pension pot on a product called an annuity. It meant

you would get a guaranteed income for the rest of your life.

But that would be that, the pension fund would be locked away with no

opportunity to withdraw any further cash. So in April, the government

introduced new rules to give savers more freedom to get hold of their

cash, including bank account style access. It certainly sounds like a

fairer system. Complete freedom to access money whenever and however

you want to. Except that when it comes to getting

your hands on your pension pot, the stories you have told us our wrath

delays, chaos and total confusion. The first barrier, but Watchdog

viewers have faced is pension companies do not have to follow

these new rules and can refuse to let you access your cash the way you

want. It seems to be luck, down to whether the pension provider you

chose years ago decided to offer the new freedoms or not. 55-year-old

Trevor Wilson from Birmingham works for an engineering company and has a

pension with Aegon. He asked to take out a ?20,000 lump sum to help with

his mortgage. They said they would not be prepared to support the

scheme and my only option was to transfer my pension to an

alternative provider. Because companies do not have to offer the

new freedoms Aegon were free to deny access to the money. I like to think

I can make decisions about my own financial future. But that is not

the case and I am prone to the whims of individual providers. He will now

have to wait if he chooses to transfer his pension to a company

that would offer the cash. Being forced to go through pension

transfers or put sure plans on hold is not seem to be the pension

freedom the government dropped off. But as you have been telling us,

even if the company you are with offers the pension freedoms, it does

not mean they understand how it works. Chris Carter, a 65-year-old

retired manager from Essex heard about the changes. He decided to

cash in his ?15,803 pension pot as he thought he could find a better

deal elsewhere. He contacted his provider, Phoenix life. But there

was a catch. I got a letter saying I would have to see an independent

adviser and the quotes were ridiculous for the amount we were

talking about. The fund was 15000 and the quotes I was getting was

?750 initially, plus ?150 an hour to look at my situation. After that

they said without that they could not pay me my money. Why was he

being forced to pay so much for advice? Chris's pension plan had

guarantees, which meant he could get a yearly payment at a competitive

rate. The government put in place new rules that these pensions if

they are deemed to be worth ?30,000 or more, you have to pay for

financial advice before the money is released. Phoenix decided that his

pension could end up being worth over ?30,000 if he lived a long

time. But he did not want yearly payments, he wanted his money. Each

phone call was about the same thing, no, we cannot because of

legislation. It was created every time. In desperation, he called

Phoenix Life and tried a final time to get his hands on his money. Their

response was not what he expected. I got the call to say it had been

decided they would pay the money. I could not believe it had gone on so

long without a result, when suddenly it changed. A complete U-turn. The

company said they would now not make him take financial advice despite

saying the advice was required by law, they said it was based on their

interpretation which they have now decided to change. The pension

companies who are looking after our money should be taken to task. Chris

had a narrow escape, he managed to avoid paying up to ?1000 for advice

his company was not sure he needed. And we have heard of a more serious

problem. It seems when some of you have tried to access your pension,

money has been mysteriously disappearing, with no explanation or

warning. 65-year-old Peter Brady is a retired office manager from

decided to cash in his ?18,000 plus pension pot to take his family on

holiday and cover his future funeral costs. He decided to transfer the

pension from Aviva to another provider because he could not cash

in the full about. The letter I received from Aviva in February

stated that my pension pot was valued at ?18,000 and this would be

the minimum I would receive. Peter went ahead with a transfer and

received a letter from Aviva saying it was a success, but there was a

problem. The final amount transferred was almost ?11,000 less

Aviva said the pension was work. I was totally devastated. I had lost

?11,000. It seems totally unfair. I feel I have been robbed of my

pension. Peter wrote to Aviva asking them where his money was but seven

weeks later, Peter still has had no response. I am totally disgusted. I

cannot understand why they would want to trick a pension of the way

they have -- treat a pension at the way they have treated me. Peter is

still waiting to find out where his missing money has gone, all because

he was trying to get hold of his cash. Is the pension industry giving

us the freedom we were promised, or are the pension vault doors not as

open as the government would have you believe?

It is apologies all round from the pension providers. Aegon said it was

sorry it did not explain more clearly. And an apology to Chris

Carter. And Peter Brady, since we got in touch, Aviva has refunded the

?11,000, plus interest, and paid in compensation. If you want any

advice, our experts are here to answer your pension questions. We

will be explaining how to avoid the pension scams.

Also coming up later, travel expert Simon is here to talk about how

events like the Sharm el-Sheikh air crash could change the way we

travel. Cadbury announced yesterday they are

altering their fruit and nut bars by adding sultanas to the recipe which

before used raisins only. People describe it as cost saving and are

complaining. Raisins, sultanas, what is the difference? I have a good

dried fruit answer. We contacted the dried fruit trade association who

told us that raisins are left to dry on the ground for up to four weeks,

whereas sultanas dry for two, three weeks, before being dipped in a

solution that fixes the lighter colour. You will know that sultanas

have been between five and 10% cheaper in many of the last 20 years

and chocolate lovers are saying that Cadbury is putting cost ahead of

taste. This year already Roses. Have shrunk. Chocolate fingers. Have

shrunk. Here Rose. Have shrunk. And we have a tip-off about another

favourite. And if I may say so, the lady loves...

And all because the lady loves Milk Tray. I love those advertisements.

We are talking about Milk Tray and a viewer, Steve from Staffordshire,

has been to Cairo recently. He got in touch to tell us the box of

chocolates here have gone from 400 grams, like this, down to 300 grams

-- 360 grams. 10% less. The prices -- the price has stayed the same. We

counted them. In the old box, 38 chocolates. In the new one, 34. And

if you look at the advertisement, 454 grams in those days. And we are

down to 360. Cadbury said that they have changed the recipe of fruit and

not bars to ensure flexibility of supplied dried fruit. And as the

shrinking Milk Tray boxes, they say it is down to rising costs. They are

auditioning for a new Milk Tray man. Well, everything is shrinking. Back

to Jacques Rogge. Stories of salesman that we have followed long

after the wheels have spun and the heated words exchanged. Talking of

which, Fake k Lord Sugar is not speaking at the moment. What is up,

Al? Cat got your tongu. Go on, do the catchphrase... Yeah.

I think I may have a new apprentice for you. It is my old mate Geordie

Phil. Phil, come on in.

Hello, boys. Lovely to meet you. Listen, before we start, I better

explain. I'm not big on hard work, too much hard work.

I do a bit of busking at Whitby bay. Why not go down the pub, have a

chat, I'll tell you a few jokes, oh, I see you want me to buy the first

round. You're hired. You're hired! You're hired! Here is someone you

would want to get off the premise as quickly as possible.

Yes, a firm you would happily show the door were mam based Virgo

healthcare Ltd. We featured them in 2010, after we received complaints

by pressure selling and overcharging for products. Our actress called

them out for information about a scooter and ended up with a

masterclass in the hard sell for just about any product you can think

of. The bath lift is ?2,000.

The schooler is ?3,300. Now the mattress, that is ?1,500. For

everything it would have worked out ?. 000. Taking off the 10% discount,

it takes it down to just... And is it did not matter how many times the

actress said it, the rep would not say no for an answer.

I would like to think about it. I would like to consult my daughter.

No, I don't really want to give you any money today.

If you don't fancy writing a cheque, it could be done on a debit card.

Can you go. I'm feeling bad. That is fine.

I think May was saying "no". After two hours of pressure selling, the

rep left empty handed. But was she a rotten apple? We sent our man in to

work there. And the boss explained the pricing policy.

So, there were two priceliests. -- price lists. The price that Virgo

were prepared to sell at and what they wanted to sell at. How high did

they inflate the price? So, the price was as high as the sales rep

thought he could get away with. When our mole went door to door selling

with a Virgo rep, we heard something more shock.

Yeah, forget that the customer died. Far more important to focus on the

fact that the order could not be cancelled so you get your

commission. Here this guy is celebrating the

sale to an 80-year-old man after two hours of pressurising him.

Yeah, what a peach. We confronted the director of Virgo, Amajit Gill.

How did he get how far around? Was it an electric scooter? No, it was

not. Wow, is this what you are driving? When you run a business

with a commission structure like yours has, then what you get is

misbehaving salesman. That is the product? We have reported that the

man stopped trading at Virgo Healthcare Ltd but continued to sell

mobility products under other business names. So the customers

were paying money but not receiving goods. In January, 2011, Derbyshire

trading standards raided his home and business practices.

We seized tens of thousands of business documents and computers to

be examined for evidence and amongst other things we found ?34,000 worth

of cash in the safe in a home that we seized.

The raid provided them with evidence to take four individuals to court,

including Ama jishgs t Gill, his wife and the salesman that we met

working undercover at Virgo. In August, 2011, Amajit and his wife

pleaded guilty to 25. Counts of fraud. Amajit was sentenced to 18

months in prison. The other two received suspended sentences and

community work. This is one of the most biggest and

serious cases we have dealt with. They have been deliberately

defrauding some of the most elderly and vulnerable in society. We are

pleased to have been able to bring it to a successful conclusion.

What about Mark Mars Bar Murphy, I hear you cry? Coming up next, the

employee of the month, he is about to find the real meaning of Murphy's

Law. It does not look good.

Pensions and we are joined by Michelle Crammel and Sarah Penells,

welcome to you, we have had many people getting in touch about the

new pensions freedoms. Michelle, people have cashed in almost ?5

billion. In your view, are the pension freedoms a good or a bad

thing? What we hear is that the way that people are retiring is

changing. Therefore, having more options about

how to access your pension pot, we think it is a good thing.

So you can get your hands on the money. Fergus, it is a good thing? I

would be more guarded. I think that the system needed to be changed. Too

rigid and inflexible. But it is a little too much too soon. There was

a political element to the changes made it was about politics and

bringing money into the revenue. That ?5 billion you have spoken

about has probably brought in about ?5 million in tax to HR BC. But it

has been badly explained and people are confused. We need to help people

with the options. And Sarah, there is a potential for

scams, for fraudsters to target people? Rightly so. And from the

moment that this was announced we saw the increase in the scammers.

They are taking advantage of people's confuse. In the run-up to

the pension freedoms, they were offering people a free government

review, as people had heard there was something free, that is how they

were falling it. Since the pension freedoms have come in, it is more

about getting people to transfer their money in the hopes of getting

a better return but in the worst cases the money is disappearing

entirely. In research, the figures were

something like ?9 million taken in a few months. What kind of calls are

you getting from people worried about this? People are getting cold

calls, told that moving a pension is a good idea to do. We would say to

be wary if you get a cold call, talking about your pension. In

particular, like Sarah said, they are hanging on to the Government

initiative. The Government Pension Service does not call you unless you

have arranged an appointment. If they say that it is a good indicator

it is a scam. And the scammers will put pressure on you to sign pipe

work, take your time. Don't be put under pressure to sign paperwork.

You have time to think about. You can call the pensions advisory

service. We can talk you through what to check before signing away

details of your pension. Thank you. That is a taste of the advice that

we are giving out as the questions and the answers continue on the red

Boulton after Watchdog finishes. So keep the questions coming.

Now, Amazon opened their first physical book shop in America. How

does it work. What a shop? Yeah? You go there,

look at things, take them off the shelf, if you like them you buy

them. If not, you put them back and leave the shop.

Of course, millions of customers online can't do that, if you don't

like an item you return it. That's the deal. So why would Amazon

cut you off for doing that? When you shop online with Amazon, there are

rules that you and the company must obey. Rules such as the consumers

right act that allows customer to reject a faulty item for a full

refund and Amazon's own terms and conditions, however, it seems that

Amazon is playing by another set of rules. Time to play the Amazon game,

a game where it appears that the rules are made up as you go along.

Sounds like fun. I tell you what, it is impossible to understand.

Most of the time buying something online is straightforward. Rolling

the dice, and the majority of cases you get what you pay for and the

item delivered to your door. But occasionally things go missing,

arrive damaged or are not as described. In those situations,

Amazon gives a refund or replacement. But if you return too

many of the items you order, the odds could be stacked against you.

John from Leicester has been a loyal customer for ten years, ordering

about 06 item as year. But when several DVDs he ordered turned up

damaged he requested replacements. It was more of an inconvenience to

me than them. Each time Amazon offered a

replacement. Bun then he was warned that the volume of refunds requested

was in their opinion high. They said they could not guarantee further

replacements and then they threatened to close his account.

As far as John was concerned, the message was clear. Carry on sending

things back, it would be game over. When I received the e-mail from

Amazon, saying I returned too many things, I felt unvalid.

Look online, there were many more complaints. So is there anything

buried in the terms and the conditions that specifies how many

returns you can make? In a word, no. So surely we are within our rights

to return things? Amazon has clear rules on returning an item. But the

terms and the conditions do not contain a single warning that they

may close your account for returning what they decide is too many items.

I went to meet consumer lawyer to see if I could be helped to

understand this situation. What rights do rehave were returning

items? There are regulations in place to allow 14 days in which to

return the goods. The point of this is to give the opportunity to look

at the goods, to see if they were how they were described, if it was

what you were looking for. Amazon, although the consumers have 14 days

to return the goods, Amazon have a generous returns policy. But what is

the point of having it, if you are saying to people that they are using

it too much. While the company allows some

customers to play the Amazon game, others are disqualified. This is

John Chapman, a retired computer operator. An Amazon customers since

2006. He received a warning #50e78 after requesting replacement, for a

mattress that had been lost by the courier.

I said that everything I had done, every item returned was not my

fault. But Amazon were not interested in what I had to say. The

implication to me was that they thought that I was committing some

sort of fraud. Despite five e-mails explaining what

had gone wrong. Amazon ignored the appeals. In July, judging that he

had broken the secret limit on returns and blocked the account.

It did not matter how many e-mails I sent to Amazon, they ignored any

pleas. All that I got was pro forma

e-mails, saying that the account was closed, warmest regards, Amazon.

By closing his account Amazon blocked John from using gift cards,

leaving him ?25 out of pocket. You also lose access to the Amazon

Kindle library. James has been shopping with Amazon for years,

often buying 20 items a month. It got to a point I was ordering so

frequently it was a running joke with the delivery guy, who would

bring what I ordered the night before and when he left said, I will

see you tomorrow. A couple of times I had to return items. I bought a

nick on camera. Despite Nikon admitting people have had problems

with the same camera James returned, his account was blocked. It was a

blunt, strongly worded e-mail. Not a massive amount of detail. I jumped

on the phone. To Alison customer support to be told they could not

speak to me. I had basically -- Amazon. I had basically been

excommunicated from Amazon. And he also lost his Amazon Prime

membership. Despite paying ?79 for the service, he did not get a penny

back stop in James' case it seems unduly harsh. Is that fair practice

from Amazon? I do not think it is fair. They are living by a hidden

set of rules. Amazon then decided to block his brother's account. They

live at the same address and Amazon told his brother they were banning

him because his account was linked to James 's. I received an e-mail

the account had been closed and when I attempted to appeal I was told

there was nothing I could do and they decided they would not reopen

my count. Despite their attempts to get accounts reopened, John, James

and Jerry's accounts are still closed and they still do not

understand the rules they have supposedly broken. Millions of

people enjoy playing the Amazon game but in this game there is only one

winner and that is hardly playing fair, is it?

Amazon do not think they were being unfair and said it only closes

accounts in a tiny fraction of cases after reviewing them and working

with customers to resolve problems. But it says when it identifies what

it calls extreme abuse it will shut them down. It stands by its decision

to close John Chapman, James and Jerry's accounts.

Flights between Sharm el-Sheikh and the UK are on hold with David

Cameron saying the Russian airliner was more likely than not downed by a

terrorist bomb. It is worrying lots of people. I am joined by Simon who

knows as much about the travel industry as anyone I know. Our view

Amy in Leighton buzzard is due to travel to Sharm el-Sheikh. Now, like

thousands, she does not want to go. What can she do? Her options are

limited at this stage. The advice the government put out at 5pm

yesterday, I have never seen anything like it. They said they

think Sharm el-Sheikh is safe but they do not trust security at the

airport and do not want anybody flying in and out. The airlines have

been telling me, easyJet are flying in seven planes tomorrow. Monarch

airlines flying out another five to bring people back will stop nothing

will take people out for another week. If you are booked to travel

after that, the companies say normal terms and conditions apply. It seems

crazy if there is an incident like this, will they send another team to

another airport if that happens? We have never been here before, but

there will be people watching now thinking, I went to this airport and

it was poor security, so it could multiply. In the, I would sit tight.

There are a lot of people booked to booked to travel to Sharm el-Sheikh,

Christmas, New Year, February half term, thinking they are not sure.

Personally I would go, it is a great destination. Tour operators are

likely to change things soon but they do not have too. Passengers

returning only bringing back hand luggage. It is unprecedented. What

you will have been told, you are allowed to take depending on the

airline, one or two bags this size. That is because they do not want to

open the hold. They will be sealed on the aircraft when they leave the

UK and security staff will make sure they are not opened. It has to

contain your valuables. Everything else will be shipped out by the RAF

in a week, and then delivered to your house by career. Do you think

the way we travel will be affected? I hope it does not mean that people

will not go to Egypt, Morocco, Turkey. I think we will find people

will not commit so many months in advance, but might leave it a couple

of weeks, see what happens. The final reckoning for Virgo health

care and their top salesman Mark Murphy. His apprentice is getting

all the pearls of wisdom, unfortunately for mark, he does not

realise he is getting them like David Bowie, in Sound and vision.

Otherwise how would we hear him say this about the honourable customer

he just pressured into parting with thousands?

And then do this voice... Virgo health care is no more. Mark

Murphy soon started working at Gemini Healthcare selling his

speciality, mobility products. You can take the salesman out of rogue

traders, but you cannot take the road trader out of a salesman.

Gemini have used four names in 18 months, switching identities to

avoid paying back customers. They were calling themselves Gemini

Chairs when Mark Murphy knocked on this door. If I met your dad,

described to me what I would have seen. The picture walking into my

dad's house, you would have seen a frail old man, mentally and

physically. He was almost blind. That would have been evident. As

soon as you walked through the door you would see that. Richard found

out Mark Murphy sold his dad a new bed at the cost of 2500.

The fact that it was perfectly adequate what he got was not old,

alarms bells rang. Did you get information about what had taken

place from your dad? All I got out of him was he signed the paper, he

wanted to get the man out of his house, those were his words. Richard

immediately attempted to contact Gemini Chairs to cancel the order. I

sent e-mails, I sent them cancellation letters by recorded

delivery. I made probably 40, 50 phone calls to the company. The

phone was never answered. My e-mails and letters were never acknowledged.

George was an elderly man with dementia who was almost blind. Yet

Mark Murphy walked away with a cheque apparently written by him.

Murphy had actually written the check because my dad was not capable

of writing a cheque because of the way he was. I checked through the

bank and they cashed the cheque on the same day. What happened with the

bed? We never saw the bed, nothing ever arrived. Basically, Murphy took

?2500 off my dad and we never got any goods. Crimes like these do not

just have a financial effect on the victim. Two years after meeting Mark

Murphy, George passed away. Looking back, it was getting towards the end

of my father's life and I think it was a serious blow to my dad, being

90, having to go through that is, and that still haunts me as to how

somebody could do that to an old person. It is something I will never

forget, it sticks in my mind. I think about it an awful lot. Mark

Murphy's murky dealings did not end there. In August 2014 he was sent to

prison for 15 months, the stealing hundreds of pounds elderly and

vulnerable women in their own homes. Whilst he was behind bars there was

a big investigation going on into Murphy's dealings. It was led by PC

Alan Reeves and during his investigation he watched our film.

What was it like, watching footage? It was abhorrent. I could not

believe what I was watching. It showed me the kind of person he was

and how victims in this had no chance. During a raid on Gemini

Healthcare offices Alan discovered the company pursue people between 70

and 90 years old and he found prompt cards which gave a worrying insight

into how vulnerable people were targeted. The card would give the

impression, although I would not directly say, they were something to

do with social services. So people think somebody is coming to give me

something for nothing. That is the impression they wanted to give. When

Mr Murphy turns up at the address in a prearranged appointment, half the

battle is done. Invariably what Mark Murphy would then do is route around

the house. The PC identified two other victims alongside Georgiou had

been precious old mobility Aids but never received the goods. He had

enough evidence to take Mark Murphy and the proprietor of the company to

court. They denied it and at the end of the trial, the jury came back and

found them guilty. Three counts of fraud each and what I have never

seen before, the jury were out 14 minutes. It vindicated my thoughts

around this and obviously the jury has seen through Mr Murphy when he

gave evidence. Today Mark Murphy was sentenced to five and a half years

in prison and the judge imposed a criminal behaviour order, and also a

timetable for a proceeds of crime order to make sure that as much of

the money he took from the old and vulnerable is recovered and put to

good use. It is not a face you will see for some time. But one you need

to commit to memory. In the rogues gallery and also in prison, Mark

Mars bar Murphy. Thank you so much for your e-mails

and text messages. The Kwik Fit story, our investigation showing

some garage is charging us for fitting tyres with nitrogen were

filling them with air. Said James I worked for many years at Kwik Fit

and nitrogen was always charged but rarely put into the tyres. Keep your

receipt and get your money back. And a tweet to say Amazon shutdown my

family's account for too many returns with no warning. And people

not happy about chocolate. Liz said she is annoyed about Cadbury and

their shrinking products. She has noticed more examples of shrinking

chocolates and has the wrappers to prove it.

Keep sending your story. You can go to the website and write to us. Next

time how safe are the camera drones flying around above our heads?

Some are crashing. In Rogue Traders, the phone scam providing a

life in the sun for its boss. And more advice on the pension scams,

missing money and everything involved in pension freedoms. Press

the red button and a new screen should pop up. Watchdog will be back

in two weeks at 8pm. Until then, good night.