:00:07. > :00:10.I'm Lucy Owen. And I'm Rhodri Owen. You're watching X-Ray. Tonight:
:00:10. > :00:18.�14,000 on a holiday club, and this couple say they still can't get
:00:18. > :00:21.away. Selling your gold online. We meet the people who lost everything.
:00:21. > :00:26.And this guy is doing eight years after his crimes were exposed by X-
:00:26. > :00:36.Ray. Another of our old friends could soon be joining him behind
:00:36. > :00:46.
:00:46. > :00:50.Hello. Tonight we're back for a new series on the clean streets of
:00:50. > :00:53.Tredegar in Blaenau Gwent. Believe it or not this used to be the
:00:53. > :00:58.dirtiest county in Wales - now it's one of the most improved areas in
:00:58. > :01:01.the country. Yes. Blaenau Gwent's adopted a zero tolerance approach
:01:01. > :01:07.to litter louts, but that means dropping a cigarette end or a sweet
:01:07. > :01:12.wrapper could land you with a �75 fine. But not everyone's happy
:01:12. > :01:18.about that - we'll be hearing from them later. First though, holiday
:01:18. > :01:20.clubs sound like a great way to get away. If you listen to the sales
:01:20. > :01:23.patter, membership can mean affordable breaks around the world.
:01:23. > :01:32.But it doesn't always work out like that. Rachel's been meeting one
:01:32. > :01:35.couple whose holiday dreams turned Diamond Resorts International -
:01:35. > :01:45.once called the Grand Vacation Club - promises a sparkling deal with
:01:45. > :01:45.
:01:45. > :01:53.holidays around the world. Choice, Today it's owned by flamboyant
:01:53. > :01:56.American, Stephen J Cloobeck. came up with Diamond Resorts
:01:56. > :02:01.International, a pretty spiffy name. We're going on our four and a half
:02:01. > :02:10.year anniversary and going strong. Mr Cloobeck has friends in high
:02:10. > :02:17.places. But he's not so popular in Ystrad, Rhondda. Meet John and Lee
:02:17. > :02:20.Fletcher, who used to run the local chemist shop. You've joined the
:02:20. > :02:22.more than 22,000 members who have secured a lifetime of great
:02:22. > :02:28.holidays for themselves and their families. The couple were invited
:02:28. > :02:31.to an open day in Monmouth back in 1998. They were adamant that they
:02:31. > :02:35.wouldn't sign up for anything but ended up committing to the Grand
:02:35. > :02:37.Vacation Club, as it was known then. The way it was presented, it was
:02:37. > :02:43.the absolute solution the total solution to all the family's
:02:43. > :02:46.holiday problems. You were sold points which had the total
:02:47. > :02:51.flexibility of being able to be used anywhere you wanted to go in
:02:51. > :03:01.the world. Sounded great, and the family were soon on their way to
:03:01. > :03:02.
:03:02. > :03:05.Florida. But it wasn't perfect. first holiday we did actually book
:03:05. > :03:09.with them was to Florida, and even then we couldn't get a fortnight in
:03:09. > :03:12.one resort, we had to swap in the middle because there was no
:03:12. > :03:17.availability. And that was the only foreign holiday they've had in 14
:03:17. > :03:23.years of membership. We've had two long weekends in Staffordshire.
:03:23. > :03:27.You've had three holidays, two of those were long weekends? Yes.
:03:27. > :03:32.one was in the snow. One was in the snow, Christmas time. And that was
:03:32. > :03:35.basically when we could go. Fletchers paid nearly �7,000 to
:03:35. > :03:38.join the holiday club. That bought them points which they should have
:03:38. > :03:42.been able to exchange for holidays around the world. Every year, they
:03:42. > :03:52.also have to pay a maintenance fee which just keeps rising. This year
:03:52. > :03:56.
:03:56. > :03:59.their bill was �762. In total, they've paid out almost �14,000.
:03:59. > :04:03.don't mind paying for something that you know what you're paying
:04:03. > :04:06.for and the other side comes up with the goods, but we are paying
:04:06. > :04:09.money and not getting what we are paying. So Lee and John have told
:04:09. > :04:19.us that their holiday availability is really limited. So let's see
:04:19. > :04:21.
:04:21. > :04:24.exactly what is on offer for them. Time to test the company's claims.
:04:24. > :04:28.So when our couple book a holiday they put in the number of points,
:04:28. > :04:37.so let's put those in there, choose a destination. Say Florida, for a
:04:37. > :04:47.week next April, and let's see what we get. No, no availability. And if
:04:47. > :04:51.
:04:51. > :04:54.we try - say - Thailand, same result. And Mexico - nada. Remember,
:04:54. > :04:57.Diamond promises holdays when, where and how you want and a
:04:57. > :05:00.worldwide list of destinations. But all we could find were resorts in
:05:00. > :05:10.four European countries. This fairly limited choice is costing
:05:10. > :05:11.
:05:11. > :05:14.the couple �760 a year in fees. But what if you are not a member? Lee
:05:14. > :05:20.and John could get a studio apartment in this resort through
:05:20. > :05:30.Diamond. But online we found the same room for just �534 - more than
:05:30. > :05:36.
:05:36. > :05:39.�200 less than the fees they pay to Diamond. Cases like this haven't
:05:39. > :05:42.dented that American boss. I will one day have thousands of resorts
:05:42. > :05:45.worldwide and will be synonymous with the legacy of Mariott and
:05:45. > :05:48.Hilton. I will be that great hotelier. In Ystrad, Lee and John
:05:48. > :05:53.just want out of his business empire. You've obviously written to
:05:54. > :05:59.complain to get out of the contract. What did they tell you? Not very
:05:59. > :06:08.helpful at all. You can say that again. There are four way out of
:06:08. > :06:11.Diamond: Death. Terminal Illness. Bankruptcy. Or if you're over 75.
:06:11. > :06:18.In three of these, the membership could pass to your family, if have
:06:18. > :06:23.got any. The couple are instead trying to sell their points, but
:06:23. > :06:28.despite slashing the price - nobody wants them. Originally these points
:06:29. > :06:33.were advertised for 20p. In the meantime, we've reduced that 20p to
:06:33. > :06:39.10p, which is a fraction of the price that we've paid for them. So
:06:39. > :06:45.be it. But saying that, if I could offer them for a penny I would. If
:06:45. > :06:48.somebody wanted them, they are welcome to them. If somebody said
:06:48. > :06:51.to me tomorrow, well I'll take the points of you, I'd say well have
:06:51. > :06:57.them. I just want out of the contract.That is such a frustrating
:06:57. > :07:00.situation. Yes - and we've written to Diamond - and they've refused to
:07:01. > :07:03.respond to any of the allegations we've put to them. The Office of
:07:04. > :07:06.Fair Trading have issued advice on these holiday clubs, and they say
:07:07. > :07:09.you should never sign up at one of their marketing events. Take
:07:10. > :07:18.everything home and make sure you have all the promises clearly in
:07:18. > :07:21.writing. Now, if you've got any problems you want us to investigate
:07:21. > :07:28.- with holiday clubs, or anything else - give us a call. 03703 334
:07:28. > :07:34.334. Lines are open until half past eleven. Or send us an email at
:07:34. > :07:37.xray@bbc.co.uk. You can find all our details on our new look website.
:07:37. > :07:42.Still to come: We'll be hearing from the woman fined �75 for
:07:42. > :07:46.dropping a cigarette end. But first, with the price of gold and silver
:07:46. > :07:49.soaring a lot of people have been tempted to cash in old jewellery.
:07:49. > :07:52.Many websites are making tempting offers to get you to part with your
:07:52. > :08:02.valuables. But sending your gold off to an internet dealer isn't
:08:02. > :08:02.
:08:02. > :08:06.always such a good idea. Rachel's been finding out more. I've had a
:08:06. > :08:15.bit of a root around and I've come across some items I think might be
:08:15. > :08:18.worth something. But how to sell them? Here we go. I've found loads
:08:18. > :08:27.of companies online that say I can send them my items and they'll
:08:27. > :08:37.value them for free. Result. They will even send a courier to pick
:08:37. > :08:38.
:08:38. > :08:41.them up. Here we go! Bye now! But hang on, I've just handed over my
:08:41. > :08:45.valuable possessions to a complete stranger. What happens if they go
:08:45. > :08:55.missing? Meet Lana and Chris Cook from Tonypandy. They were left a
:08:55. > :08:58.collection of valuable coins by Chris's father who died 2010.
:08:58. > :09:02.was a typical Welsh Rhondda miner who had worked hard for his money
:09:02. > :09:12.and this collection which he'd kept for me and my brother. So did he
:09:12. > :09:14.
:09:14. > :09:18.take a lot of pride in this collection? Oh yes. They sold half
:09:18. > :09:21.their coins at the time, but kept the rest for a rainy day. Back in
:09:21. > :09:25.November 2010 I was involved in a coach accident, which left me
:09:25. > :09:29.somewhat out of pocket shall we say because I was on the sick. So that
:09:29. > :09:36.was your rainy day really? It was, it was. So did you approach that
:09:36. > :09:39.jeweller the second time round? we did and he gave us a price and
:09:39. > :09:43.we thought it was fair, but we decided to go onto the computer and
:09:43. > :09:47.see what they suggest. I went on to this site and it seemed the best
:09:47. > :09:55.deal. It says smooth, free and financially satisfying service, did
:09:55. > :10:02.you get that? No, not at all, in fact all we've had since dealing
:10:02. > :10:08.with this gentleman, is hassle. courier came to pick up the coins
:10:08. > :10:11.and one of Lana's necklaces to take them to GSK for the free valuation.
:10:11. > :10:21.But two days after the courier had been, Lana received a phone call
:10:21. > :10:22.
:10:22. > :10:25.from GSK Limited, and they had some shocking news. He said
:10:25. > :10:31.unfortunately you and two other people who wanted their gold valued,
:10:31. > :10:34.well, the van had been hijacked. course all sorts of things go
:10:34. > :10:39.through your head then, what's going to happen to the valuables?
:10:39. > :10:42.GSK deny ever saying the van was hijacked. They told police the
:10:42. > :10:48.courier had left the valuable package under a car on a driveway
:10:48. > :10:58.in Coventry. That's when they say it went missing. So what did he say
:10:58. > :11:02.
:11:02. > :11:06.to you about getting the value of the coins back? Initially he said
:11:06. > :11:08.an offer of �1,000, and I said no straight away. And then after a
:11:08. > :11:18.telephone conversatiom with gentleman in Coventry, he said
:11:18. > :11:19.
:11:19. > :11:21.�2,000. �2,000 seems like a lot of money, why turn it down? Well, the
:11:21. > :11:30.initial jewellers in Tonypandy offered a broad offer of around
:11:30. > :11:34.�3,600. So that's why the �2,000 was �1,600 short. Eventually, Chris
:11:34. > :11:37.and Lana decided this was the best offer they'd get and tried to
:11:37. > :11:40.accept it. But GSK said they were too late - and gave them nothing.
:11:40. > :11:48.When we've been in touch with GSK, we've had trouble getting a
:11:48. > :11:52.straight answer out of them. The insurance company GSK say they made
:11:52. > :11:54.the claim with say their policy ran out a year and a half before the
:11:54. > :11:59.incident. And the well-known courier company GSK say they used
:11:59. > :12:06.have no record of this journey. But the fundamental problem is, how do
:12:06. > :12:15.the Cooks prove what was in that box and how much it was worth? They
:12:15. > :12:18.say the items they sent were worth �3,600. When the goods went missing,
:12:18. > :12:28.the first offer from GSK was for �1,000. Then they were offered
:12:28. > :12:34.�2,000. And now, GSK have told us that the coins were actually worth
:12:34. > :12:41.�550. But now they've gone missing, there is no way we'll ever really
:12:41. > :12:47.know. Professor Margaret, you're an expert in consumer law. How safe is
:12:47. > :12:57.it for consumers to send their valuables off for valuation?
:12:57. > :13:00.potentially very unsafe. The biig problem proving what's in the
:13:00. > :13:03.parcel, because you have evidential buren of proving what was in there
:13:03. > :13:07.if it gets lost or damaged and that's a huge hurdle to overcome.
:13:07. > :13:13.So what would your advice be then to someone looking to send on their
:13:13. > :13:17.valuables. All I wanted to sell, I would go to the high street. It is
:13:17. > :13:22.easier to deal with a local trader, face-to-face over the counter. So
:13:22. > :13:26.just go to way reputable jeweller. The Cook family say the risks were
:13:26. > :13:30.never made clear. Or they say is what a great deal they can do for
:13:30. > :13:36.you. Send us your valuables, as much as you can, we will give you a
:13:36. > :13:41.free valuation. But it doesn't tell you that if you lose them, that is
:13:41. > :13:46.your tough luck. It does not tell you that. So, it seems unlikely
:13:46. > :13:49.that they will see their family heirlooms or their money again. We
:13:49. > :13:56.spoke to GS K and they were adamant that the couple had missed their
:13:56. > :14:01.chance of compensation. So, really Tonight, we're in Tredegar in
:14:01. > :14:06.Blaenau Gwent. Two years ago, it was branded the dirtiest county in
:14:06. > :14:10.Wales, marred by old drinks bottles and dog mess. Not very nice. Today,
:14:10. > :14:14.it's still not the cleanest county in Wales. But it is the second most
:14:14. > :14:17.improved. And one of the things they've done is crack down on
:14:17. > :14:22.litter louts. Yes, in just eight months, they've issued 1,500 fines
:14:22. > :14:27.to people who've dropped litter. They've been fined �75 each.
:14:27. > :14:31.seems to have cut the litter. But not everyone's happy.
:14:31. > :14:35.When I finished my cigarette, there was nowhere to put it. But next to
:14:36. > :14:42.me, there was a piece of fenced off waste ground. So I threw it in
:14:42. > :14:52.there. Immediately, a guy approached me and said that is a
:14:52. > :14:54.
:14:54. > :15:00.�75 fine. It is a lot of money, but people should care for their
:15:00. > :15:10.community. We need to keep the streets clean. You you think it is
:15:10. > :15:14.
:15:14. > :15:18.making a difference? Yes, but some of those go too far.
:15:18. > :15:26.A mixed view here in Tredegar. But some other councils are still doing
:15:26. > :15:30.this. Gwynedd gave 150 fines last year. And Rhondda Cynon Taf 450.
:15:30. > :15:32.And followers on Twitter seem to want more councils to do it. Scott
:15:32. > :15:36.Euden from Cardiff says it should have been happening across Wales
:15:36. > :15:42.for years. And Jamie Rees says he's desperate for these kinds of fines
:15:42. > :15:45.where he lives. Let us know what you think. Call us on 03703 334 334.
:15:45. > :15:49.More contact details on our website. Next, Rhodri's been to
:15:49. > :15:58.Carmarthenshire. For some people, parking in your driveway could
:15:58. > :16:05.Do you remember the days when you could walk down a street without a
:16:05. > :16:15.car in sight? Well, things have definitely changed. Today, there
:16:15. > :16:17.are more than 28 million cars on the road. And to take the stress
:16:18. > :16:21.out of street parking, many have turned their own front gardens into
:16:21. > :16:26.their own private car parks. Gary Jenner in Pontyberem built his
:16:26. > :16:30.driveway more than 20 years ago. But now it could cost him dear.
:16:30. > :16:36.Why did you need a driveway? Mainly to get the cars off this hill. It's
:16:36. > :16:40.a dangerous hill. There's traffic coming up and down here. If we all
:16:40. > :16:44.parked on the road then you wouldn't get ash carts down here.
:16:44. > :16:51.You wouldn't get the ambulance down here, fire brigade. So, I mean, it
:16:51. > :16:56.was really out of necessity. you have to get permission to build
:16:56. > :17:00.it? No, I went to the local council. They asked me questions on whether
:17:01. > :17:05.it was going to be this, that and the other. They said no need for
:17:05. > :17:09.planning or nothing. It's not just here in Pontyberem. Across Wales,
:17:09. > :17:17.gardens have been turned into driveways. But many of these handy
:17:17. > :17:20.parking spots could be breaking the law. It turns out that, if you want
:17:20. > :17:25.to drive from here to here, you need to get permission or a licence
:17:25. > :17:28.from the local highway authority. They'll make sure it's safe. And if
:17:28. > :17:31.they give you the go ahead, they'll usually ask you to install a
:17:31. > :17:35.dropped kerb, like this one. If you keep driving across the pavement
:17:35. > :17:39.without a licence, you could be fined. Now it looks like Gary could
:17:39. > :17:43.be in trouble. Carmarthenshire County Council have written to him
:17:43. > :17:48.saying he needs to get a new kerb. That will cost �500.
:17:48. > :17:52.That's a lot of money. It's a hell of a lot of money, yeah. Money that
:17:52. > :17:56.I can't afford to pay. And probably money that a lot of people on this
:17:56. > :18:00.site can't afford to pay. And it's not just Gary that's being driven
:18:00. > :18:04.to distraction by these letters. They've been getting his neighbours
:18:04. > :18:08.revved up, too. And especially those who have a home-made ramp on
:18:08. > :18:13.their kerb. You're quite scared whether you're going to get a fine
:18:13. > :18:17.for not removing the ramp. But you don't really know what to do, to be
:18:17. > :18:20.honest. When you're a single mum trying to hold down a job and
:18:20. > :18:24.mortgage, you just can't afford it these days. These have been down
:18:24. > :18:28.for years and years and years. And all of a sudden, everybody has to
:18:29. > :18:31.knock them out. If everyone parked on the road, there'd be chaos.
:18:31. > :18:35.Highways expert, Alun Rees, says it's unusual for a council to
:18:35. > :18:42.target an entire neighbourhood like this. It's not a situation I've
:18:42. > :18:45.come across before where they've taken this blanket approach. They
:18:45. > :18:49.generally tend to use the powers of this act where there's damage or
:18:49. > :18:53.danger from an access being used unlawfully. Could the residents
:18:53. > :18:59.here be forced by the authorities to have to pay this money? There is
:18:59. > :19:02.an appeals procedure that can be taken. And the appeals might be
:19:02. > :19:06.successful if it can be proven the access has operated safely for very
:19:06. > :19:11.many years without any damage or any danger. The council is sticking
:19:11. > :19:14.to its guns. It says the homemade ramps which many homeowners have
:19:14. > :19:22.installed are a danger to walkers and cyclists. And they say their
:19:22. > :19:25.offer of a dropped kerb for �500 is a good deal. Now the council also
:19:25. > :19:29.says that the pavements aren't strong enough to hold the cars'
:19:29. > :19:39.weight. I guess there's only one way to find out if that's right or
:19:39. > :19:41.
:19:41. > :19:49.Gary, how's it looking? It's looking as good as it was 30 years
:19:49. > :19:53.ago! Is the pavement crumbling away? No, it certainly isn't. It's
:19:53. > :19:56.looking fine. Doesn't look like you caused too
:19:56. > :20:00.much damage there. No, thank God. But seriously, those people were
:20:00. > :20:03.really worried about these bills. And they are determined not to pay
:20:03. > :20:07.them. We'll keep you posted on their campaign.
:20:07. > :20:10.Now, X-Ray's had a bit of a break. But that doesn't mean that the
:20:10. > :20:13.rogue companies we feature have had an easy ride. Justice has finally
:20:13. > :20:18.caught up with some of our least favourite people. Rachel's got the
:20:18. > :20:22.story. It was one of our most shocking
:20:22. > :20:25.investigations. The bogus therapist and his wife who claimed they could
:20:26. > :20:32.cure cancer. Two members of the X- Ray team went undercover to expose
:20:32. > :20:42.Reg and Leila Gill. Gill boasted to our researcher that he could cure
:20:42. > :20:46.
:20:46. > :20:49.cancer, even though he knew it was After our investigation, two women
:20:49. > :20:55.came forward to say they'd been sexually abused after Gill told
:20:55. > :21:04.them they had cancer. One of them told her story to X-Ray. Her words
:21:04. > :21:10.are spoken by an actor. He started to press my lower abdomen. And then
:21:10. > :21:14.he moved his hands up from my tummy and started to feel my breasts. He
:21:14. > :21:20.looked me in the eye and said, Well, my dear, I'm sorry to say you have
:21:20. > :21:25.cancer. A jury at Swansea Crown Court found both Reg and Leila Gill
:21:25. > :21:29.guilty of sexual assault and fraud. Leila was given six months in jail.
:21:29. > :21:32.Reg was sentenced to eight years. That's quite a result following an
:21:32. > :21:38.X-Ray investigation. And another old friend of the programme could
:21:38. > :21:41.soon be locked up. In February, we brought you the
:21:41. > :21:45.story of Harby Panesar and his worthless car warranties. Since
:21:45. > :21:50.then, he's been hitting the headlines. He ran Llantwit Major-
:21:50. > :21:56.based Motorcare. He flaunted his wealth on a TV show, spending a
:21:57. > :22:03.reported �20,000 on his daughter's 15th birthday party. But his
:22:03. > :22:10.customers didn't get the same VIP treatment. It makes me very angry
:22:10. > :22:13.to think I actually worked for a living to get money. And there's
:22:13. > :22:17.people like him out there who's taking money off working class
:22:17. > :22:22.people. But Harby Panesar wasn't keen to speak to us.
:22:22. > :22:25.Have you got nothing to say to your customers? At this point, no.
:22:25. > :22:32.now, it's not the way he treats his customers that has got Harby into
:22:32. > :22:34.trouble. This is a court judgement from 2010. It involved Harby's
:22:34. > :22:42.previous company Motorcare Warranties and a firm called
:22:42. > :22:44.Templeton Insurance Limited. The judge said Panesar was an
:22:44. > :22:52.unreliable witness, who was implicated in forged documents and
:22:52. > :22:55.party to dishonest misrepresentation. When the case
:22:55. > :23:00.started in 2008, Panesar was banned from moving any assets out of his
:23:00. > :23:05.company. But less than a week later, he set up a new firm and continued
:23:05. > :23:09.trading. A court ruled that, by doing this, he'd broken the terms
:23:09. > :23:13.of the ban and found him in contempt of court. Harby Panesar
:23:13. > :23:18.will be sentenced next month. But the judge has warned that he could
:23:18. > :23:23.soon be behind bars. We'll let you know what happens
:23:23. > :23:27.when Harby Panesar goes back to court. It's not only Harby Panesar
:23:27. > :23:32.and Reg Gill who have been feeling the long arm of the law? Remember
:23:32. > :23:35.Yes Loans? Yes, we've featured them loads of times over the years,
:23:35. > :23:43.because customers paid fees and then never got the loans they
:23:43. > :23:45.expected. Well, earlier this year, we told you that the Office of Fair
:23:46. > :23:49.Trading decided they used deceitful and oppressive business practices.
:23:49. > :23:52.And they announced plans to shut them down. Well, the good news is
:23:53. > :24:00.they decided not to appeal against the decision. They have finally
:24:00. > :24:04.closed their doors. Next, Lucy's on the case.
:24:04. > :24:14.Harold and Anne Bellamy insure their boiler. So when it packed up,
:24:14. > :24:18.
:24:18. > :24:23.Our heating has failed. We are having to pay out more money
:24:23. > :24:33.on top of the insurance. And we can't get our money back. Can you
:24:33. > :24:33.
:24:33. > :24:37.help us? I'm on the case! Harold's wife has severe arthritis.
:24:37. > :24:41.If their home isn't warm, her condition gets worse. So when their
:24:41. > :24:46.heating cut out during a cold snap, he was keen to get it fixed in a
:24:46. > :24:53.hurry. Hello, Harold, lovely to meet you. Can I come in? Hello,
:24:53. > :25:02.Lucy. Harold used to be a backstage theatre steward. Now he's retired,
:25:02. > :25:05.he was hoping there would be no more dramas. So, Harold, this is
:25:05. > :25:08.the boiler, tell me what happened? On that particular morning, it was
:25:08. > :25:12.cold. We were having a cold snap and the boiler obviously wasn't
:25:12. > :25:16.working. So what did you do? You called the insurance company,
:25:16. > :25:20.didn't you? Yes. They said, OK, we'll call you back and the
:25:20. > :25:25.engineer will be with you shortly. So what did the engineer say then
:25:25. > :25:29.when he came? Immediately, he said, there's no pressure. I've ordered
:25:29. > :25:33.the part. It's in stock in Swansea. I will go along tomorrow morning
:25:33. > :25:37.and pick it up. And he would come along and fix it as soon as he
:25:37. > :25:42.could. Over the next three days, Harold chased insurance company AXA.
:25:42. > :25:45.They assured him the part was on order. He was told they'd pay for
:25:45. > :25:49.two electric heaters to keep them warm in the meantime. But on day
:25:49. > :25:54.four, they discovered there was an extra �38 to pay and the part
:25:54. > :25:58.hadn't been ordered after all. felt betrayed, really. We had been
:25:58. > :26:01.told up until then that the part was on order. Everything was going
:26:01. > :26:06.according to plan. And then, suddenly, nothing's been done. And,
:26:06. > :26:11.you owe us �38 and, until you pay that, we won't make any move.
:26:11. > :26:16.Because of the cold, Anne's arthritis pain was getting worse.
:26:16. > :26:23.She broke down in tears and was completely distressed. She couldn't
:26:23. > :26:26.see an end to the problems we were going through with the cold. You
:26:26. > :26:30.can't understand how much it affects you when somebody, you
:26:30. > :26:35.know... A part of your family is so affected by something like this.
:26:35. > :26:39.you decided to take matters into your own hands? That's right. We
:26:39. > :26:43.said we can call our own engineer. He looked at it and said, yes, I
:26:43. > :26:47.think I don't need to replace the whole pump. All I need to do is
:26:47. > :26:50.place this small part at the top, which is virtually a few pounds.
:26:50. > :26:55.And, in fact, his bill with call- out charge and everything came to
:26:55. > :26:59.less than �100. And they were saying it was �338. It took 20
:26:59. > :27:05.minutes and it was done. Well, at least the boiler is working again.
:27:05. > :27:08.That's good news, Harold. But what would you like me to do? Well, now
:27:08. > :27:13.we need to get our money back from the insurance company. Harold,
:27:13. > :27:17.don't you worry, I'm on the case. Well, Anne and Harold appear to
:27:17. > :27:20.have done everything right. When their insurance company failed to
:27:20. > :27:23.fix the boiler quickly, they asked their local engineer to step in.
:27:23. > :27:31.They got permission from AXA first before they paid out for the
:27:31. > :27:35.repairs. But the company has taken months to reimburse them. Now AXA
:27:35. > :27:39.apologise for the delay. They admit they should have done more to fix
:27:39. > :27:45.the boiler quickly in the first place. They're also changing their
:27:45. > :27:48.policies to speed things up in the future. And they've refunded Anne
:27:48. > :27:54.and Harold for the repairs and the electric heaters and given them
:27:54. > :28:01.�165 in compensation. So that's a grand total of �311.22. A fantastic
:28:01. > :28:05.result! Hello, Lucy. Thank you very much indeed. We have now got our
:28:05. > :28:15.cheque from the insurance company and all is well. And that's another
:28:15. > :28:20.
:28:20. > :28:28.Nice one, Lucy. Get in touch if you have any story she would like us to
:28:28. > :28:33.deal with. The lines are open for another half-an-hour. Or you can
:28:33. > :28:37.email us - xray@bbc.co.uk. And we're on Twitter - @bbcxray.