:00:03. > :00:06.I'm Lucy Owen. And I'm Rhodri Owen. You're watching X-Ray. High
:00:06. > :00:13.pressure selling at a makeover and photo company - we go undercover to
:00:14. > :00:16.find out what they are up to. I'm in Wrexham where a couple's dream
:00:16. > :00:19.holiday turned into a financial disaster when there insurance
:00:19. > :00:22.company refused to pay out. And I'm going to be finding out why taking
:00:23. > :00:32.your smart phone on holiday can land you in thousands of pounds of
:00:33. > :00:46.
:00:46. > :00:49.Tonight, I'm in Chepstow, right on the border. Over there is England
:00:49. > :00:54.where Tesco gives out Green Clubcard points when you re-use
:00:55. > :00:57.carrier bags. Here in Wales, they have stopped doing that and I'm
:00:57. > :00:59.going to find out why. But first tonight, Rachel's been
:01:00. > :01:09.investigating high pressure sales techniques at a makeover and photo
:01:10. > :01:18.
:01:18. > :01:23.It is a model day out. A hairdo, and makeover and a photo-shoot. At
:01:23. > :01:28.New ID Studios they are offering this at bargain-basement prices.
:01:28. > :01:34.Too good to be true? Well, this isn't the first time the nationwide
:01:34. > :01:42.chain had been on X-Ray. Earlier we met these women who were unhappy
:01:42. > :01:46.with the experience they had. should be a pleasurable experience,
:01:46. > :01:50.not something where you go inside a building and you feel like a
:01:50. > :02:00.prisoner who cannot get out. After hearing their complaints, many more
:02:00. > :02:04.
:02:04. > :02:10.have you got in touch with the same problem. To these the brown from
:02:10. > :02:13.Cardiff pay New ID �160 in advance for makeovers, photo-shoots and for
:02:13. > :02:18.photographs of herself and her daughter Mary, who wants to be a
:02:18. > :02:23.model. It could have been the perfect treat for Mary then? Yes.
:02:23. > :02:27.It was all about looks and fashion and been the centre of attention.
:02:27. > :02:34.They both enjoyed the makeover and photo-shoot, but the problem
:02:34. > :02:38.started when they went to choose which photographs they wanted.
:02:38. > :02:42.was keen on are seeing all the photographs and then almost assumed
:02:42. > :02:49.we were going to buy the whole package. That would have been about
:02:49. > :02:53.�4,000. Of to refusing be offer of a 4,000 pound package, to Reza says
:02:53. > :03:00.the atmosphere changed, especially when the salesman realised that
:03:00. > :03:04.Mary wanted to be a model. He said it would be a good stepping stone
:03:04. > :03:09.for her career. I was told if I walked out the images would be
:03:09. > :03:14.deleted. I felt under extreme pressure. I had was telling me to
:03:15. > :03:22.get out and not part with my money. But I did not want to seem like an
:03:22. > :03:28.uncaring mother. Teresa agreed to pay over �1,000 for 50 images.
:03:29. > :03:34.felt it was too much money to be spending. It is not just to read
:03:34. > :03:39.that that has got in touch about the selling methods used by New ID,
:03:39. > :03:44.here in Cardiff city centre. Caryl Lewis took her partner to New ID
:03:44. > :03:50.after seeing a buy one get one free deal on a website. Before she went,
:03:50. > :03:54.she spent �150 for the experience and six photos. I was under the
:03:54. > :04:00.impression I was not going to spend a penny when I got there. I didn't
:04:00. > :04:07.think I would have to put my hand in my pocket. Caryl and Maureen
:04:07. > :04:16.enjoyed their photo shoot, but it became clear that things would not
:04:16. > :04:20.be simple. They explained that if we only had those photos, they were
:04:20. > :04:30.at their copies and not ours and they would have Copyright Britain
:04:30. > :04:31.
:04:31. > :04:38.across every photograph in big bold letters. -- Copyright written. We
:04:38. > :04:43.then spent another �900, which is extortion it. For more than �1,000,
:04:43. > :04:49.Caryl got 56 photographs, including some that had been digitally
:04:49. > :04:53.altered. A lot of pressure is put on you. They are talking so fast.
:04:53. > :05:02.They just those so much information at you, which you have not got time
:05:02. > :05:05.to absorb. She is now paying �75 a month on a credit agreement. So we
:05:05. > :05:10.decided it give the New ID experience a try for ourselves. We
:05:10. > :05:17.booked a package for two of our work researchers. First they said
:05:17. > :05:21.it would cost �5 each and then they said it would be completely free.
:05:21. > :05:26.The free package got them a 4 make over. Then it was into the studio
:05:26. > :05:30.for a photo-shoot, and they had been promised a photo to take home.
:05:30. > :05:34.They enjoyed the pampering and the pictures and then after a long wait
:05:34. > :05:38.it was time to choose their photographs. Sure enough, it wasn't
:05:38. > :05:48.long before the saleswoman was tried to persuade them to part with
:05:48. > :05:54.
:05:54. > :06:04.So that his 23 photographs on a CD for �800. She also offered them
:06:04. > :06:06.
:06:06. > :06:16.easy ways to pay on a credit agreement. And then came another
:06:16. > :06:32.
:06:32. > :06:36.So she is telling us all the pictures are deleted straight away.
:06:36. > :06:46.We showed hour footage to a legal expert. So, what did you make of
:06:46. > :06:46.
:06:46. > :06:49.her. She is very persuasive and she is very skilled in speed. The
:06:49. > :06:55.packages and offers are coming through it so thick and fast I
:06:55. > :06:59.would defy any customer to really know what is on offer. So, could
:06:59. > :07:04.New ID be breaking the law? In to his against the law to falsely
:07:04. > :07:12.suggest to a customer they have a once only chance and this is it. We
:07:12. > :07:17.no-one individual who had a photo shoot a year ago. She has been told
:07:17. > :07:22.the photographs are still available. That lends evidence to the fact
:07:22. > :07:27.that the photographs will not be deleted. Also, they are denying you
:07:27. > :07:33.the opportunity to think again. Caryl is still paying �75 a month
:07:33. > :07:37.to New ID and she will be until July next year. And how did you
:07:37. > :07:42.feel as you walk out the door? Absolutely devastated. I felt quite
:07:42. > :07:46.sick inside. There is no way I would sign up for that again. Why
:07:46. > :07:51.would you want to put yourself through that. It appears to be a
:07:51. > :07:54.pleasant experience and it was a nightmare. Some pretty unhappy
:07:54. > :07:58.customers there. Rachel, what are the company have to say?
:07:58. > :08:02.They admit they have made mistakes and they say they are investigating
:08:02. > :08:07.whether members of staff had overstepped the mark.
:08:07. > :08:10.That sounds promising. Not too fast. They say they make
:08:10. > :08:15.sure customers understand their pricing policy and they say there
:08:15. > :08:18.is nothing they can do for customers who have signed a legally
:08:18. > :08:23.binding agreement. That means no refunds.
:08:23. > :08:32.Is it business as usual? Not quite. They say they will
:08:32. > :08:40.remove the Copyright mark of of the three photographs. Fingers crossed
:08:40. > :08:44.we will see some improvements. Smart phone is like these have put
:08:44. > :08:49.the internet into our pockets, at making Our mobile phones like
:08:49. > :08:56.mobile computers. But if you do not know what to a smart phone is doing,
:08:56. > :09:01.you could end up owing thousands, as Rhodri has been finding out.
:09:01. > :09:05.Smart phones are everywhere. There could be as many as 20 million in
:09:05. > :09:11.Britain. The phones like blackberries macros and iPhoness
:09:11. > :09:16.will be at the top of a lot of Christmas present lists. I have
:09:16. > :09:21.come to Swansea to meet a group of smart phone loving professionals.
:09:21. > :09:26.do not go anywhere without it. can get my e-mails and social media
:09:26. > :09:31.accounts. A use it for the internet all day long. We may love out a
:09:31. > :09:35.smart phones, but how much do we know about them? These guys have
:09:35. > :09:39.agreed to an experiment. We are going to monitor their smart phone
:09:39. > :09:44.used to see how much state that they use. We are doing this because
:09:44. > :09:48.this data can end up being very expensive. Grandmother Christine
:09:48. > :09:54.Gordon discovered the pit falls by hard way after she lent her smart
:09:54. > :09:58.phone to her son when he went on holiday to Turkey. My son wasn't
:09:58. > :10:06.well and he was going over to recuperate. I wanted to keep in
:10:06. > :10:12.touch with him. Christine contacted Vodafone about the cost of texting
:10:12. > :10:20.and phoning abroad, but was not told about data. The Bill was over
:10:20. > :10:27.�1,500. I was absolutely devastated. And there was no mistake, even
:10:27. > :10:37.though her son says he used the phone sparingly. However, he used
:10:37. > :10:42.
:10:42. > :10:52.data costing �1,425. Smart phones have apps. The world's most popular
:10:52. > :10:59.one is Facebook. Who is a popular boy then? 70 notifications. In this
:10:59. > :11:05.country, but cost of using those apps are included in your monthly
:11:05. > :11:09.charges, but when you leave the country, you have to pay roaming
:11:09. > :11:18.charges. Outside the European Union, data that would cost you �10 in
:11:19. > :11:25.Britain can cost as much as �8,000. And some apps can quickly ratchet
:11:25. > :11:30.up your bill. The tests we carried out that just opening phrase book
:11:30. > :11:34.on your phone outside of the European Union can cost anything
:11:35. > :11:39.from �1.20 up to �19. And the most useful thing when you get lost
:11:40. > :11:44.abroad is a match that works like a Sat Nav. You could end up paying
:11:44. > :11:49.more than �20 for the first time you use it on holiday. And using
:11:49. > :11:59.could call her on holiday outside the European Union can cost as much
:11:59. > :12:03.
:12:03. > :12:07.as �60. -- using Google Earth. thought these people had been on
:12:07. > :12:11.the internet for hours. I didn't use it for the first few days, but
:12:11. > :12:17.then I went on to the internet and started looking at Swansea City
:12:17. > :12:26.website. How often way you on it and for how long? Only for two of
:12:26. > :12:32.three minutes at a time. Were you on it every day? I wasn't. I must
:12:32. > :12:42.have used it for five of the 10 days I was away. A few days after I
:12:42. > :12:42.
:12:42. > :12:49.came back, I had my bill and it was �806. I rang Orange, spoke to a
:12:49. > :12:55.gentleman and expected him to say the Bill was wrong. But it wasn't.
:12:55. > :13:01.Do you think you used �800 worth? Never! You did not get value for
:13:01. > :13:11.money? Definitely not. So how much state set it hour Swansea
:13:11. > :13:12.
:13:12. > :13:22.professionals using 24 hours? -- So how much data did away at Swansea
:13:22. > :13:23.
:13:23. > :13:33.professionals use in a 24 hours? would be pretty shocked if I had a
:13:33. > :13:33.
:13:33. > :13:43.60 pound bill. I am absolutely shocked. I would expect an
:13:43. > :13:44.
:13:44. > :13:52.expensive built on my return from holiday, which is not nice. It is
:13:52. > :13:57.crazy. That is standard usage that I would do every day. To cut the
:13:57. > :14:00.risk of future bills abroad, you need to switch off your phone's
:14:00. > :14:09.data are roaming. Also, do not watch the television from your
:14:09. > :14:19.smart phone when you are abroad. Watching X-Ray could end up costing
:14:19. > :14:19.
:14:20. > :14:23.Worth every penny, of course. But what about the bills that the
:14:23. > :14:26.people I met have been left with? Well, there's some good news for
:14:26. > :14:28.James. Orange have agreed to refund �580 of his �800 bill. But
:14:29. > :14:32.Vodaphone are only offering to cut 10% of Christine's �1,500 debt.
:14:32. > :14:40.They say her son had turned off a service which would have warned him
:14:40. > :14:43.about his spending. Now, if you want to avoid these sky high
:14:43. > :14:46.charges for using the internet on your mobile abroad, check our
:14:46. > :14:50.website, where there's lots of advice. Now, a few weeks ago I met
:14:50. > :14:53.a couple whose car insurance soared after they moved around 60 yards to
:14:53. > :14:58.a new home and a new postcode. Well, you've been sending us more of your
:14:58. > :15:00.bizarre postcode experiences. Butt lives here near Brecon, but
:15:00. > :15:05.she's struggled to get house insurance because of a flood risk
:15:05. > :15:10.from a river 600 feet below. All because she shares a postcode with
:15:10. > :15:13.some cottages near the river. in the programme, we're going to
:15:14. > :15:17.lift the lid on the refund scheme that the banks don't want you to
:15:17. > :15:27.know about. And more from here in Chepstow on the row about Tesco's
:15:27. > :15:34.
:15:34. > :15:37.green clubcard points. But first, Lucy's on the case in Wrexham.
:15:37. > :15:42.Nurse Carol Hughes was all set for a dream cruise with her husband
:15:42. > :15:49.when some bad news forced her to cancel. Now, they can't get their
:15:49. > :15:52.money back. I'm on the case. I've had to cancel a holiday because my
:15:52. > :16:00.husband has been very poorly but the insurance company has decided
:16:01. > :16:06.they're not going to pay up. Right, time for a trip to Wrexham. Last
:16:06. > :16:11.year, Carol and her husband Andrew booked an exotic cruise. Well,
:16:11. > :16:15.Carol, tell me about this fabulous holiday you booked? It was Andrew's
:16:15. > :16:20.idea really. He wanted to go off to the Panama Canal and explore it. We
:16:20. > :16:29.were going to go to Mexico and Acapulco. Fantastic. That's my type
:16:29. > :16:32.of holiday. Lots of colours, lots of bright sunshine. They offered us
:16:32. > :16:35.a good price and were quite excited and booked it. For 14 nights, the
:16:35. > :16:38.couple paid a total of �3,267, paying their final bill in December
:16:39. > :16:45.2010. Carol already had an annual insurance policy with Insure with
:16:46. > :16:51.Ease so she thought they were all on track for a perfect getaway. But
:16:51. > :16:54.then you had some shock news. Tell me what happened? We were going
:16:54. > :17:04.away in February but at the end of January, Andrew was told he had
:17:04. > :17:05.
:17:05. > :17:09.cancer. He was quite fit and healthy actually. He wasn't feeling
:17:09. > :17:13.ill at all, but he just had a really sore tongue. I said to him,
:17:13. > :17:21.you must go along to the doctor, and that's when the ball started to
:17:21. > :17:24.roll with his treatment. Yeah, it was a very big shock. With just one
:17:24. > :17:30.day left on their annual holiday insurance policy, Carol knew she
:17:30. > :17:36.needed to act quickly. That day, she called Insure with Ease to make
:17:36. > :17:39.a claim. She sent off the paperwork and was left waiting for news.
:17:39. > :17:42.eventually had a letter from them saying hat we weren't going to be
:17:42. > :17:49.paid any money because we were travelling outside the date of the
:17:49. > :17:53.policy, even though I did cancel it within the policy. How did that
:17:53. > :18:00.make you feel? Very sad really. We'd gone through such a traumatic
:18:00. > :18:04.time and done the right thing, but with no outcome. So Carol, what
:18:04. > :18:12.would you like me to do? I'd like you to contact Insure with Ease and
:18:12. > :18:21.get our money back. Carol, I'm on the case. Well, let's see what
:18:21. > :18:24.Insure with Ease have to say. Well, Insure With Ease have got back to
:18:24. > :18:29.us. They say they're extremely sorry for the stress and
:18:29. > :18:33.inconvenience that Carol and her family had suffered. But they were
:18:33. > :18:37.sticking to their guns in rejecting the claim. They did admit they'd
:18:37. > :18:39.given the wrong reason for rejecting it. The real reason was
:18:39. > :18:44.that Carol had cancelled the cruise five days after the travel
:18:44. > :18:53.insurance policy had expired. If she'd cancelled before the annual
:18:53. > :18:58.policy ran out then they would have paid out. Now, we didn't think they
:18:58. > :19:02.were right so we went back to Carol. She sent us her phone bill, which
:19:02. > :19:07.proved she had cancelled in time. And when we sent Insure With Ease
:19:07. > :19:10.the proof, they agreed. Insure With Ease have apologised to Carol for
:19:10. > :19:18.the inconvenience and difficulties and said her claim will be paid in
:19:18. > :19:28.full. And as a gesture of goodwill, Insure With Ease have also offered
:19:28. > :19:28.
:19:28. > :19:32.Carol a further �320, 10% of the total claim value. Now we've got
:19:32. > :19:35.our money back, we can look forward to booking a new holiday without
:19:35. > :19:45.worrying about the cost. Well, looks like that's another case
:19:45. > :19:48.closed! That was a great result. More than �3,500. But the best bit
:19:48. > :19:53.is that Andrew's cancer treatment's going well, and the couple are
:19:53. > :19:58.heading off on another cruise soon. Remember, if you've got a problem
:19:58. > :20:03.you need a little bit of help with, let me see what I can do. Get in
:20:04. > :20:07.touch on 03703 334 334, or go to the website and follow the link.
:20:07. > :20:10.Now, here's something we're all getting used to in Wales - the bag
:20:10. > :20:15.for life. I've certainly seen more around since shops were forced to
:20:15. > :20:20.charge five pence for carrier bags. But look what it says on the side?
:20:20. > :20:23.'Re-use me and collect green club card points.' At Tesco's in Wales,
:20:23. > :20:28.like this one in Chepstow, you don't get club card points for re-
:20:28. > :20:32.using bags any more. Over the border in England, just a couple of
:20:32. > :20:34.hundred of yards away, Tesco stores still offer the points. It's a
:20:34. > :20:38.subject which has been angering many of you, including Lindsay
:20:38. > :20:43.Wilshaw from Newport. They've stopped giving their green club
:20:43. > :20:46.card points. I was miffed, but then I discovered they are still giving
:20:46. > :20:49.green club card points in England. And that really annoyed me because
:20:49. > :20:56.it's prejudice against the Welsh. I know that sound ridiculous, but
:20:56. > :20:59.that's what it feels like. Tesco have refused to come on the
:20:59. > :21:03.programme and explain the policy but they sent this statement
:21:03. > :21:06.instead. They say they're getting right behind the Welsh policy of
:21:07. > :21:11.charging for carrier bags. And they say that if they carried on giving
:21:11. > :21:15.green club card points in Wales, customers would get confused.
:21:16. > :21:19.it confusing one side of the bridge and not here? You still get them in
:21:19. > :21:22.Lydney, so why can't you get them in Chepstow? I think it's good that
:21:22. > :21:27.we're being charged for carrier bags. I think that's brilliant. But
:21:27. > :21:33.I still think we should get green points. It's not fair is it? No.
:21:34. > :21:43.It's not fair. No, I don't think it's fair. It should be the same
:21:43. > :21:47.right across the whole of Britain. But Tesco are not fair. Tesco's
:21:47. > :21:50.policy is clearly not popular. But if you do still want points for re-
:21:50. > :21:53.using bags, Sainsbury is still doing them! Now, we all know that
:21:53. > :21:57.we get some protection when we pay by credit card. But did you know
:21:57. > :22:00.you have some of the same rights with a Visa debit card? It seems
:22:00. > :22:03.the banks aren't in any hurry to tell you about it. Rachel's been to
:22:03. > :22:07.Porthmadog to find out more. In an ever-changing world, it's good to
:22:07. > :22:10.know there are some things you can rely on. Your butcher will advise
:22:10. > :22:13.you on the best cuts of meat. Your baker will make sure your bread is
:22:13. > :22:21.fresh and delicious. And your bank manager will provide advice you can
:22:21. > :22:24.trust, right? Well, that's not always the case. Gail and Ken
:22:24. > :22:30.Hughes from Prenteg near Porthmadog certainly got bad advice from their
:22:30. > :22:39.local bank. I was watching X-Ray and the people on there wanted a
:22:39. > :22:42.holiday in a motor home and that fell through. Avril Pergrine and
:22:42. > :22:51.Gerard Packer from Penllergaer paid for the motor home using Gerard's
:22:51. > :22:53.Visa debit card. That means he's covered by Visa's chargeback scheme.
:22:53. > :22:57.They got their money back, so I thought, hello, I've got a Visa
:22:57. > :23:03.debit. Gail wondered if X-Ray could help get a refund from her Visa
:23:03. > :23:08.debit card. The trouble had started last May. Gail and Ken were in the
:23:08. > :23:12.market for some new furniture. They needed chairs for their dining room.
:23:12. > :23:20.So while they were in Bangor, they headed to a well known store.
:23:20. > :23:23.saw a name that we knew, Finney's Furniture Emporium. It was an
:23:23. > :23:26.enormous building, a couple of floors, very posh. We spotted two
:23:26. > :23:29.chairs that we really liked and we thought they would go very well.
:23:29. > :23:33.Proud of their home comforts, Gail and Ken were willing to wait for
:23:33. > :23:36.their chairs to arrive in store, and happy to pay for a product that
:23:36. > :23:39.would last a few years. They were �129 each plus a delivery charge,
:23:39. > :23:46.because they said they would bring them to Penteg. So the whole lot
:23:46. > :23:52.came to �268. But while the couple waited for the chairs to come in,
:23:52. > :23:57.the company which ran Finney's went into administration. At the time,
:23:57. > :24:00.Finneys promised to honour orders and return deposits. But when Gail
:24:00. > :24:04.and Ken contacted the liquidators, they were told to try and get a
:24:04. > :24:09.refund from their bank. In the UK, purchases on Visa debit cards are
:24:09. > :24:12.covered by a scheme known as Chargeback. It's not legally
:24:12. > :24:17.binding like credit card guarantees, but banks issuing Visa debit cards
:24:17. > :24:20.have to agree to the rules. Chargeback can be used if something
:24:20. > :24:27.you've paid for using the card doesn't arrive, arrives damaged, is
:24:27. > :24:29.not as it was described, or where the merchant has ceased trading.
:24:29. > :24:35.There are some conditions, and you'll need to claim within 120
:24:35. > :24:38.days of realising there's been a problem with the purchase. There's
:24:38. > :24:44.no guarantee that your claim will be successful, but your bank should
:24:44. > :24:47.be aware of their duty to investigate each case. Finney's
:24:47. > :24:53.administrators advised Gail and Ken to contact their bank for a refund,
:24:54. > :24:57.so they headed to their local branch of HSBC in Porthmadog.
:24:57. > :25:05.went to the cashier's counter, I gave her the actual Visa debit card
:25:05. > :25:09.and she took it back to the manager. She said the manager said you can't
:25:09. > :25:19.have your money back, you could only have it if you paid by credit
:25:19. > :25:22.
:25:22. > :25:25.card. We just accepted it and walked out, and sobbed! After
:25:25. > :25:30.watching X-Ray, and realising she may have had the wrong information
:25:30. > :25:33.from her bank, Gail got in touch with us. When we spoke to Visa,
:25:33. > :25:37.they confirmed Ken and Gail were wrongly advised by their bank and
:25:37. > :25:42.they should have been able to try and claim their money back via the
:25:43. > :25:48.Chargeback scheme. So is this kind of bad advice from banks a common
:25:48. > :25:54.problem? We decided to do a bit of secret shopping. We phoned all the
:25:54. > :25:58.major banks and visited some of their branches in Pontypridd. Two
:25:58. > :26:02.of the banks gave us completely the wrong information. On the phone,
:26:02. > :26:09.Lloyds TSB told us that we couldn't get a refund on an item that hadn't
:26:09. > :26:13.been delivered because we'd paid by Visa debit card. And in this branch
:26:13. > :26:15.of Halifax, our researcher was given the same wrong information.
:26:16. > :26:18.Lloyds Banking group, which runs them both, has promised to remind
:26:18. > :26:24.their frontline staff about the scheme so they can pass the
:26:24. > :26:27.information on to customers. Steve Bomford of Cardiff Trading
:26:27. > :26:35.Standards says some banks don't do enough to let consumers know what
:26:35. > :26:38.their rights are when it comes to getting a refund through Chargeback.
:26:38. > :26:46.It's obvious that some banks aren't telling their staff or not training
:26:46. > :26:49.their staff. So of course, when we advise people to go to their banks
:26:49. > :26:58.and ask for chargeback, they're told if they bought it on credit
:26:58. > :27:02.card they could have had a refund. So where does all this leave Ken
:27:02. > :27:05.and Gail? We contacted HSBC, who've agreed that Ken and Gail were given
:27:05. > :27:13.the wrong information and they are entitled to claim for their chairs
:27:13. > :27:16.under the chargeback rules. Another shopping trip is planned for the
:27:16. > :27:23.couple to finally get some dining chairs as they've received a full
:27:23. > :27:27.refund from HSBC, who have apologised for the mistake.
:27:27. > :27:32.seems ridiculous. I can understand us not knowing, but it's the banks'
:27:32. > :27:36.business. I've never heard it mentioned. When we've related this
:27:36. > :27:46.story to people, they say what a shame you paid on debit card. They
:27:46. > :27:52.
:27:52. > :27:55.don't know. HSBC say staff made the error because they'd only recently
:27:55. > :28:02.switched to issuing Visa's debit cards and they'll remind staff of
:28:02. > :28:11.the Visa chargeback regulations. So hopefully, they'll give the right
:28:11. > :28:14.That's all we've got time for this week, but where ever you are in
:28:14. > :28:17.Wales, if you've got anything you want us to investigate, get in
:28:17. > :28:23.touch. You can phone 03703 334 334, or go to the website and click on