Episode 21

:00:14. > :00:16.You're watching kprai. On tonight's programme:

:00:16. > :00:17.-- X-Ray. -- X-Ray.

:00:17. > :00:19.-- X-Ray. -- X-Ray.

:00:19. > :00:20.How Daniel discovered he was on a security backlist.

:00:20. > :00:21.security backlist. security backlist.

:00:21. > :00:22.security backlist. And selling tickets to the Gaga gig.

:00:22. > :00:23.And selling tickets to the Gaga gig. And selling tickets to the Gaga gig.

:00:23. > :00:24.And selling tickets to the Gaga gig. Why it went wrong for Ffion. And

:00:24. > :00:25.Why it went wrong for Ffion. And Why it went wrong for Ffion. And

:00:25. > :00:26.the roof that should have been the roof that should have been

:00:26. > :00:36.the roof that should have been first class, but it certainly

:00:36. > :00:42.

:00:42. > :00:43.Hello. Tonight we're in Newport, Hello. Tonight we're in Newport,

:00:43. > :00:44.Hello. Tonight we're in Newport, Hello. Tonight we're in Newport,

:00:44. > :00:44.going undercover to find out if you going undercover to find out if you

:00:44. > :00:46.going undercover to find out if you going undercover to find out if you

:00:46. > :00:46.are going told the truth when you are going told the truth when you

:00:46. > :00:48.are going told the truth when you are going told the truth when you

:00:48. > :00:49.sign up to a mobile phone contract. sign up to a mobile phone contract.

:00:49. > :00:50.sign up to a mobile phone contract. First, though, spending time abroad

:00:50. > :00:51.First, though, spending time abroad First, though, spending time abroad

:00:51. > :00:52.First, though, spending time abroad seems to be a rite of passage for

:00:52. > :00:54.seems to be a rite of passage for seems to be a rite of passage for

:00:54. > :00:56.many young people these days but many young people these days but

:00:56. > :00:57.for one lifeguard from for one lifeguard from

:00:57. > :00:58.for one lifeguard from Pembrokeshire, the adventure of a

:00:58. > :01:00.Pembrokeshire, the adventure of a Pembrokeshire, the adventure of a

:01:00. > :01:00.laiftime became something much more laiftime became something much more

:01:00. > :01:05.laiftime became something much more -- lifetime became something much

:01:05. > :01:08.more frightening. more frightening.

:01:08. > :01:09.Changi Airport, Singapore the. Changi Airport, Singapore the.

:01:09. > :01:11.Changi Airport, Singapore the. Changi Airport, Singapore the.

:01:11. > :01:14.Daniel James is about to be stopped Daniel James is about to be stopped

:01:14. > :01:15.from boarding his flight. from boarding his flight.

:01:15. > :01:16.from boarding his flight. Someone out there thinks he's too

:01:16. > :01:20.Someone out there thinks he's too Someone out there thinks he's too

:01:20. > :01:22.dangerous to be in our skies. dangerous to be in our skies.

:01:22. > :01:25.dangerous to be in our skies. dangerous to be in our skies.

:01:25. > :01:26.So, who is Daniel James? Is he an So, who is Daniel James? Is he an

:01:27. > :01:30.international spy? An intelligence international spy? An intelligence

:01:30. > :01:31.international spy? An intelligence expert? Even a terrorist? No, he's

:01:31. > :01:38.expert? Even a terrorist? No, he's a 21-year-old lifeguard from

:01:38. > :01:40.Pembrokeshire. Pembrokeshire.

:01:40. > :01:41.Last October, surfing fanatic Last October, surfing fanatic

:01:41. > :01:42.Last October, surfing fanatic Last October, surfing fanatic

:01:42. > :01:43.Daniel was all set to spend the Daniel was all set to spend the

:01:43. > :01:44.Daniel was all set to spend the winter working as a lifeguard in

:01:44. > :01:46.winter working as a lifeguard in winter working as a lifeguard in

:01:46. > :01:47.winter working as a lifeguard in New Zealand. He and his mates had

:01:47. > :01:49.New Zealand. He and his mates had New Zealand. He and his mates had

:01:49. > :01:50.New Zealand. He and his mates had the trip of a lifetime mapped out.

:01:50. > :01:52.the trip of a lifetime mapped out. the trip of a lifetime mapped out.

:01:52. > :01:53.So excited. Going lifeguard in New So excited. Going lifeguard in New

:01:53. > :01:54.So excited. Going lifeguard in New Zealand. All set. Got everything

:01:54. > :01:55.Zealand. All set. Got everything planned. Booked our flights.

:01:55. > :01:59.planned. Booked our flights. planned. Booked our flights.

:01:59. > :02:00.Couldn't wait. Counting down the days, really.

:02:00. > :02:02.days, really. After weeks of preparation,

:02:02. > :02:04.After weeks of preparation, departure day finally arrived.

:02:04. > :02:04.departure day finally arrived. departure day finally arrived.

:02:05. > :02:06.Daniel and his friends travelled to Daniel and his friends travelled to

:02:06. > :02:07.Daniel and his friends travelled to Heathrow Airport to catch their

:02:07. > :02:08.Heathrow Airport to catch their Heathrow Airport to catch their

:02:08. > :02:10.Singapore Airlines flight. So what Singapore Airlines flight. So what

:02:10. > :02:11.Singapore Airlines flight. So what happened when you got to Heathrow?

:02:11. > :02:12.happened when you got to Heathrow? happened when you got to Heathrow?

:02:12. > :02:14.Was everything OK there? Yes, Was everything OK there? Yes,

:02:14. > :02:16.Was everything OK there? Yes, Was everything OK there? Yes,

:02:16. > :02:17.everything was fieb. I went to the everything was fieb. I went to the

:02:18. > :02:20.everything was fieb. I went to the everything was fieb. I went to the

:02:20. > :02:24.check-in desk. All three of us. I check-in desk. All three of us. I

:02:24. > :02:25.check-in desk. All three of us. I got both the boarding passes from

:02:25. > :02:26.got both the boarding passes from got both the boarding passes from

:02:26. > :02:28.Singapore and to Auckland. Boarded Singapore and to Auckland. Boarded

:02:28. > :02:30.Singapore and to Auckland. Boarded the plane, everything was fine.

:02:30. > :02:31.the plane, everything was fine. the plane, everything was fine.

:02:31. > :02:33.just 12 hours later, when Daniel just 12 hours later, when Daniel

:02:33. > :02:34.just 12 hours later, when Daniel landed in Singapore and tried to

:02:34. > :02:35.landed in Singapore and tried to landed in Singapore and tried to

:02:35. > :02:37.check-in for his connecting flight check-in for his connecting flight

:02:37. > :02:38.check-in for his connecting flight to New Zealand, things started to

:02:38. > :02:39.to New Zealand, things started to to New Zealand, things started to

:02:39. > :02:41.to New Zealand, things started to go horribly wrong. I got to the

:02:41. > :02:42.go horribly wrong. I got to the go horribly wrong. I got to the

:02:42. > :02:44.boarding gates and put my passport boarding gates and put my passport

:02:44. > :02:45.boarding gates and put my passport boarding gates and put my passport

:02:45. > :02:47.through. I gave in my boarding pass. through. I gave in my boarding pass.

:02:47. > :02:47.through. I gave in my boarding pass. through. I gave in my boarding pass.

:02:47. > :02:49.My passport made a funny noise. I My passport made a funny noise. I

:02:49. > :02:50.My passport made a funny noise. I My passport made a funny noise. I

:02:50. > :02:52.My passport made a funny noise. I was told I was on a blacklist and I

:02:52. > :02:53.was told I was on a blacklist and I was told I was on a blacklist and I

:02:53. > :02:54.couldn't be unattended in the couldn't be unattended in the

:02:54. > :02:55.couldn't be unattended in the airport, because of a security risk.

:02:55. > :02:57.airport, because of a security risk. airport, because of a security risk.

:02:57. > :02:58.airport, because of a security risk. I was made to feel like a criminal,

:02:58. > :02:59.I was made to feel like a criminal, I was made to feel like a criminal,

:03:00. > :03:00.basically, and that I'd done basically, and that I'd done

:03:01. > :03:02.basically, and that I'd done something wrong. I thought - this

:03:02. > :03:03.something wrong. I thought - this something wrong. I thought - this

:03:03. > :03:04.can't be happening to me. Daniel can't be happening to me. Daniel

:03:04. > :03:05.can't be happening to me. Daniel can't be happening to me. Daniel

:03:05. > :03:06.was told that some of his details was told that some of his details

:03:06. > :03:07.was told that some of his details was told that some of his details

:03:07. > :03:09.had been placed on a security data had been placed on a security data

:03:09. > :03:09.had been placed on a security data had been placed on a security data

:03:09. > :03:11.base and he wouldn't be allowed to base and he wouldn't be allowed to

:03:11. > :03:12.base and he wouldn't be allowed to base and he wouldn't be allowed to

:03:12. > :03:13.fly. They couldn't tell me why I fly. They couldn't tell me why I

:03:13. > :03:14.fly. They couldn't tell me why I fly. They couldn't tell me why I

:03:14. > :03:15.was on it. They just said that my was on it. They just said that my

:03:15. > :03:16.was on it. They just said that my was on it. They just said that my

:03:16. > :03:17.name had come up and they couldn't name had come up and they couldn't

:03:17. > :03:19.name had come up and they couldn't name had come up and they couldn't

:03:19. > :03:20.let me fly for security reasons. I let me fly for security reasons. I

:03:20. > :03:21.let me fly for security reasons. I let me fly for security reasons. I

:03:21. > :03:22.was telling them that it is not me, was telling them that it is not me,

:03:22. > :03:24.was telling them that it is not me, I've never been in trouble before

:03:25. > :03:26.I've never been in trouble before I've never been in trouble before

:03:26. > :03:27.in my life. Meantime the original in my life. Meantime the original

:03:27. > :03:29.in my life. Meantime the original flight to Auckland was leaving.

:03:29. > :03:30.flight to Auckland was leaving. flight to Auckland was leaving.

:03:30. > :03:32.Daniel's mates had already boarded, Daniel's mates had already boarded,

:03:32. > :03:34.Daniel's mates had already boarded, hoping he'd make it, too.

:03:34. > :03:35.hoping he'd make it, too. hoping he'd make it, too.

:03:35. > :03:37.hoping he'd make it, too. For four hours Daniel was stuck in

:03:37. > :03:38.For four hours Daniel was stuck in For four hours Daniel was stuck in

:03:38. > :03:39.Singapore Airport under the watch Singapore Airport under the watch

:03:39. > :03:40.Singapore Airport under the watch of security guards. It sounds like

:03:40. > :03:42.of security guards. It sounds like of security guards. It sounds like

:03:42. > :03:43.it was quite a frightening it was quite a frightening

:03:43. > :03:44.it was quite a frightening experience, was it? Yeah, I was

:03:44. > :03:45.experience, was it? Yeah, I was experience, was it? Yeah, I was

:03:45. > :03:47.experience, was it? Yeah, I was made to really feel like I was a

:03:47. > :03:48.made to really feel like I was a made to really feel like I was a

:03:48. > :03:49.terrorist, really. I wasn't offered terrorist, really. I wasn't offered

:03:49. > :03:51.terrorist, really. I wasn't offered terrorist, really. I wasn't offered

:03:51. > :03:53.any food or drink. Basically I was in limbo.

:03:53. > :03:54.in limbo. in limbo.

:03:54. > :03:56.Eventually he was given access to Eventually he was given access to

:03:56. > :03:57.Eventually he was given access to the internet and was able to

:03:57. > :03:59.the internet and was able to the internet and was able to

:03:59. > :04:00.contact his family back in Pembrokeshire.

:04:00. > :04:01.Pembrokeshire. Pembrokeshire.

:04:01. > :04:02.Pembrokeshire. ! I was just ringing my mum, my

:04:02. > :04:04.! I was just ringing my mum, my ! I was just ringing my mum, my

:04:04. > :04:05.! I was just ringing my mum, my sister, my dad to try to sort it

:04:06. > :04:07.sister, my dad to try to sort it sister, my dad to try to sort it

:04:07. > :04:09.out They were speaking to the out They were speaking to the

:04:09. > :04:10.out They were speaking to the British Embassy and they alsop

:04:10. > :04:12.British Embassy and they alsop British Embassy and they alsop

:04:12. > :04:13.contacted the US Embassy because I contacted the US Embassy because I

:04:13. > :04:14.contacted the US Embassy because I was apparently on this list, that

:04:14. > :04:15.was apparently on this list, that was apparently on this list, that

:04:15. > :04:16.the American Government had put me the American Government had put me

:04:16. > :04:18.the American Government had put me on. They were adamant they weren't

:04:18. > :04:19.on. They were adamant they weren't on. They were adamant they weren't

:04:19. > :04:20.on. They were adamant they weren't going to let me fly to Auckland, it

:04:20. > :04:21.going to let me fly to Auckland, it going to let me fly to Auckland, it

:04:21. > :04:22.going to let me fly to Auckland, it was too much of a security risk.

:04:22. > :04:22.was too much of a security risk. was too much of a security risk.

:04:22. > :04:23.was too much of a security risk. But they were willing to lift the

:04:23. > :04:24.But they were willing to lift the But they were willing to lift the

:04:24. > :04:26.But they were willing to lift the security for me to fly back home.

:04:26. > :04:27.security for me to fly back home. security for me to fly back home.

:04:27. > :04:27.security for me to fly back home. security for me to fly back home.

:04:27. > :04:28.How did you feel? To be hold I was How did you feel? To be hold I was

:04:28. > :04:30.How did you feel? To be hold I was How did you feel? To be hold I was

:04:30. > :04:32.going to have to go back home on going to have to go back home on

:04:32. > :04:33.going to have to go back home on another 12-hour flight, was pretty

:04:33. > :04:35.another 12-hour flight, was pretty devastating and just shattered,

:04:35. > :04:36.devastating and just shattered, devastating and just shattered,

:04:36. > :04:37.basically. So what had gone so basically. So what had gone so

:04:38. > :04:39.basically. So what had gone so wrong that Daniel was now

:04:39. > :04:42.wrong that Daniel was now wrong that Daniel was now

:04:42. > :04:44.considered such a security risk he considered such a security risk he

:04:44. > :04:45.considered such a security risk he considered such a security risk he

:04:45. > :04:47.couldn't fly? He was told that his couldn't fly? He was told that his

:04:47. > :04:47.couldn't fly? He was told that his couldn't fly? He was told that his

:04:48. > :04:49.name was on a watch list of name was on a watch list of

:04:49. > :04:52.potentially dangerous people and potentially dangerous people and

:04:52. > :04:53.potentially dangerous people and his movements were being monitored.

:04:53. > :04:54.his movements were being monitored. his movements were being monitored.

:04:54. > :04:56.his movements were being monitored. Did you have any idea why your name

:04:56. > :04:58.Did you have any idea why your name Did you have any idea why your name

:04:58. > :04:59.Did you have any idea why your name could have ended up on a security

:04:59. > :05:00.could have ended up on a security could have ended up on a security

:05:00. > :05:01.blacklist? I got told there was blacklist? I got told there was

:05:01. > :05:02.blacklist? I got told there was somebody with the same name and

:05:02. > :05:03.somebody with the same name and somebody with the same name and

:05:04. > :05:04.somebody with the same name and somebody with the same name and

:05:04. > :05:05.date of birth as me. I was told in date of birth as me. I was told in

:05:05. > :05:06.date of birth as me. I was told in Auckland it was a Nigerian

:05:06. > :05:07.Auckland it was a Nigerian Auckland it was a Nigerian

:05:07. > :05:09.gentleman who had the same details gentleman who had the same details

:05:09. > :05:11.gentleman who had the same details gentleman who had the same details

:05:11. > :05:13.as me and he is on the blacklist. as me and he is on the blacklist.

:05:13. > :05:14.Daniel contacted Homeland Security Daniel contacted Homeland Security

:05:14. > :05:15.Daniel contacted Homeland Security in America. They gave him something

:05:15. > :05:17.in America. They gave him something in America. They gave him something

:05:17. > :05:18.a redress control number to use a redress control number to use

:05:18. > :05:20.a redress control number to use when booking flights, to prove he

:05:20. > :05:21.when booking flights, to prove he when booking flights, to prove he

:05:21. > :05:23.wasn't a security risk. After that, wasn't a security risk. After that,

:05:23. > :05:24.wasn't a security risk. After that, wasn't a security risk. After that,

:05:24. > :05:25.he flew to New Zealand, with no he flew to New Zealand, with no

:05:25. > :05:26.he flew to New Zealand, with no he flew to New Zealand, with no

:05:26. > :05:27.problems. It was amazing. I had an problems. It was amazing. I had an

:05:27. > :05:29.problems. It was amazing. I had an awesome time. Met some amazing

:05:29. > :05:30.awesome time. Met some amazing people. Had some amazing

:05:30. > :05:32.people. Had some amazing experiences. Lifeguarding was just

:05:32. > :05:33.experiences. Lifeguarding was just experiences. Lifeguarding was just

:05:33. > :05:34.experiences. Lifeguarding was just out of this world over there.

:05:34. > :05:35.out of this world over there. out of this world over there.

:05:35. > :05:36.out of this world over there. when it was time to return home,

:05:37. > :05:38.when it was time to return home, when it was time to return home,

:05:38. > :05:39.Daniel discovered his name was Daniel discovered his name was

:05:39. > :05:41.Daniel discovered his name was still classed as a risk.

:05:41. > :05:42.still classed as a risk. still classed as a risk.

:05:42. > :05:43.still classed as a risk. Daniel was due to fly back to

:05:43. > :05:44.Daniel was due to fly back to Daniel was due to fly back to

:05:44. > :05:45.Heathrow via San Francisco. So he Heathrow via San Francisco. So he

:05:45. > :05:49.Heathrow via San Francisco. So he tried to get the necessary visas

:05:49. > :05:49.tried to get the necessary visas sorted in good time.

:05:49. > :05:50.sorted in good time. sorted in good time.

:05:50. > :05:51.sorted in good time. But when he got to San Francisco,

:05:51. > :05:53.But when he got to San Francisco, But when he got to San Francisco,

:05:53. > :05:55.But when he got to San Francisco, he was flagged up as a security

:05:55. > :05:55.he was flagged up as a security he was flagged up as a security

:05:55. > :05:56.risk, again and detained for risk, again and detained for

:05:56. > :05:57.risk, again and detained for questioning. He was told it was

:05:57. > :05:58.questioning. He was told it was questioning. He was told it was

:05:58. > :06:01.questioning. He was told it was because his name is on a security

:06:01. > :06:03.watch list. watch list.

:06:03. > :06:04.watch list. Daniel returned home a few weeks

:06:04. > :06:05.Daniel returned home a few weeks Daniel returned home a few weeks

:06:05. > :06:06.ago. But he's afraid the problems ago. But he's afraid the problems

:06:06. > :06:08.ago. But he's afraid the problems ago. But he's afraid the problems

:06:08. > :06:09.he's had on this trip could follow he's had on this trip could follow

:06:09. > :06:12.he's had on this trip could follow he's had on this trip could follow

:06:12. > :06:12.him for the rest of his life. him for the rest of his life.

:06:12. > :06:13.him for the rest of his life. always just going to be worried

:06:13. > :06:15.always just going to be worried always just going to be worried

:06:15. > :06:16.always just going to be worried what is going to happen when I get

:06:17. > :06:18.what is going to happen when I get what is going to happen when I get

:06:18. > :06:20.what is going to happen when I get to check-in. Am I going to be

:06:20. > :06:22.to check-in. Am I going to be to check-in. Am I going to be

:06:22. > :06:23.worried, miss my flight? What is worried, miss my flight? What is

:06:23. > :06:24.worried, miss my flight? What is worried, miss my flight? What is

:06:24. > :06:25.going to happen? It is not my fault. going to happen? It is not my fault.

:06:25. > :06:26.going to happen? It is not my fault. going to happen? It is not my fault.

:06:26. > :06:27.going to happen? It is not my fault. It is not me on that list. We have

:06:27. > :06:28.It is not me on that list. We have It is not me on that list. We have

:06:28. > :06:29.It is not me on that list. We have been doing some digging to try to

:06:29. > :06:30.been doing some digging to try to been doing some digging to try to

:06:30. > :06:31.been doing some digging to try to find out why Daniel's name was put

:06:31. > :06:32.find out why Daniel's name was put find out why Daniel's name was put

:06:32. > :06:35.find out why Daniel's name was put on lists in the first place but

:06:35. > :06:36.on lists in the first place but on lists in the first place but

:06:36. > :06:37.both the FBI and Terrorist both the FBI and Terrorist

:06:38. > :06:38.both the FBI and Terrorist Screening Centre are staying tight-

:06:38. > :06:40.Screening Centre are staying tight- Screening Centre are staying tight-

:06:40. > :06:41.lipped. For security reasons they lipped. For security reasons they

:06:41. > :06:43.lipped. For security reasons they lipped. For security reasons they

:06:43. > :06:45.cannot tell ugs who is on or off cannot tell ugs who is on or off

:06:45. > :06:47.cannot tell ugs who is on or off cannot tell ugs who is on or off

:06:47. > :06:49.the watch list. -- cannot tell us. the watch list. -- cannot tell us.

:06:49. > :06:52.Singapore airportlines have Singapore airportlines have

:06:52. > :06:53.apologised for Daniel's experience, apologised for Daniel's experience,

:06:53. > :06:55.apologised for Daniel's experience, and they have reimbursed him for

:06:55. > :06:56.and they have reimbursed him for and they have reimbursed him for

:06:56. > :06:57.and they have reimbursed him for the kogs of his flight and expenses

:06:58. > :06:59.the kogs of his flight and expenses the kogs of his flight and expenses

:06:59. > :07:01.he incurred when he wasn't allowed he incurred when he wasn't allowed

:07:01. > :07:02.he incurred when he wasn't allowed he incurred when he wasn't allowed

:07:02. > :07:03.to travel to New Zealand. Here in to travel to New Zealand. Here in

:07:03. > :07:05.to travel to New Zealand. Here in to travel to New Zealand. Here in

:07:05. > :07:06.the high street in Newport, as with the high street in Newport, as with

:07:06. > :07:07.the high street in Newport, as with every high street. There are loads

:07:07. > :07:08.every high street. There are loads every high street. There are loads

:07:08. > :07:09.of mobile phone shops, all very of mobile phone shops, all very

:07:09. > :07:11.of mobile phone shops, all very keen to hook new customers into

:07:11. > :07:11.keen to hook new customers into keen to hook new customers into

:07:11. > :07:13.long-term contracts. But when they long-term contracts. But when they

:07:13. > :07:14.long-term contracts. But when they long-term contracts. But when they

:07:14. > :07:15.tell you a price, can you really be tell you a price, can you really be

:07:15. > :07:16.tell you a price, can you really be sure that's what you'll pay? So

:07:16. > :07:17.sure that's what you'll pay? So sure that's what you'll pay? So

:07:17. > :07:18.sure that's what you'll pay? So when you took out your contract did

:07:18. > :07:18.when you took out your contract did when you took out your contract did

:07:18. > :07:20.when you took out your contract did when you took out your contract did

:07:20. > :07:22.you think it was going to be a set you think it was going to be a set

:07:22. > :07:24.you think it was going to be a set fee every month? Yes, �35. Then

:07:24. > :07:26.fee every month? Yes, �35. Then fee every month? Yes, �35. Then

:07:26. > :07:26.fee every month? Yes, �35. Then fee every month? Yes, �35. Then

:07:26. > :07:28.when I go the my bill it was �40- when I go the my bill it was �40-

:07:28. > :07:29.when I go the my bill it was �40- when I go the my bill it was �40-

:07:29. > :07:31.odd. What has it gone frup to?�36 odd. What has it gone frup to?�36

:07:31. > :07:33.odd. What has it gone frup to?�36 odd. What has it gone frup to?�36

:07:33. > :07:36.odd. What has it gone frup to?�36 has gone up to �50. A big jump. --

:07:36. > :07:36.has gone up to �50. A big jump. -- has gone up to �50. A big jump. --

:07:36. > :07:37.has gone up to �50. A big jump. -- it has gone up from.. Rather.Were

:07:37. > :07:38.it has gone up from.. Rather.Were it has gone up from.. Rather.Were

:07:38. > :07:40.it has gone up from.. Rather.Were you told that when you took out the

:07:40. > :07:42.you told that when you took out the you told that when you took out the

:07:42. > :07:43.contract? No, it is a two-year contract? No, it is a two-year

:07:43. > :07:44.contract? No, it is a two-year contract. They sent me a letter

:07:44. > :07:45.contract. They sent me a letter contract. They sent me a letter

:07:45. > :07:48.contract. They sent me a letter saying my tar sieve going to go up

:07:48. > :07:49.saying my tar sieve going to go up saying my tar sieve going to go up

:07:49. > :07:50.saying my tar sieve going to go up by �1 each month. -- my tariff is

:07:50. > :07:51.by �1 each month. -- my tariff is by �1 each month. -- my tariff is

:07:51. > :07:52.by �1 each month. -- my tariff is by �1 each month. -- my tariff is

:07:53. > :07:54.going. It only took it to �32. So I going. It only took it to �32. So I

:07:54. > :07:55.going. It only took it to �32. So I wasn't that bothered. Was it a

:07:55. > :07:56.wasn't that bothered. Was it a wasn't that bothered. Was it a

:07:56. > :07:57.wasn't that bothered. Was it a shock? Did you expect it to say the

:07:57. > :07:58.shock? Did you expect it to say the shock? Did you expect it to say the

:07:58. > :07:59.same for the entire duration of same for the entire duration of

:08:00. > :08:00.same for the entire duration of same for the entire duration of

:08:00. > :08:01.your contract. It was a shock but your contract. It was a shock but

:08:01. > :08:02.your contract. It was a shock but your contract. It was a shock but

:08:02. > :08:04.not too much. Were you aware that not too much. Were you aware that

:08:04. > :08:05.not too much. Were you aware that the monthly amount change? No.Were

:08:05. > :08:06.the monthly amount change? No.Were the monthly amount change? No.Were

:08:06. > :08:08.the monthly amount change? No.Were you told that when you took out

:08:08. > :08:08.you told that when you took out you told that when you took out

:08:08. > :08:09.your contract? Nofrblgts. I wasn't. your contract? Nofrblgts. I wasn't.

:08:09. > :08:11.your contract? Nofrblgts. I wasn't. your contract? Nofrblgts. I wasn't.

:08:11. > :08:13.Were you told that when you took Were you told that when you took

:08:13. > :08:14.Were you told that when you took out your contract, that the amount

:08:15. > :08:15.out your contract, that the amount out your contract, that the amount

:08:15. > :08:16.out your contract, that the amount could go up? I wasn't. I was told

:08:16. > :08:17.could go up? I wasn't. I was told could go up? I wasn't. I was told

:08:17. > :08:18.could go up? I wasn't. I was told by other people, so I check it.

:08:18. > :08:19.by other people, so I check it. by other people, so I check it.

:08:19. > :08:20.by other people, so I check it. you know they can change that base

:08:20. > :08:21.you know they can change that base you know they can change that base

:08:21. > :08:23.rate during the term of your rate during the term of your

:08:23. > :08:24.rate during the term of your rate during the term of your

:08:24. > :08:25.contract? No. I didn't have a clue. contract? No. I didn't have a clue.

:08:25. > :08:27.contract? No. I didn't have a clue. contract? No. I didn't have a clue.

:08:27. > :08:28.How do you feel? Something I will How do you feel? Something I will

:08:28. > :08:29.How do you feel? Something I will How do you feel? Something I will

:08:29. > :08:30.be keeping an eye on. It seems most be keeping an eye on. It seems most

:08:30. > :08:32.be keeping an eye on. It seems most people don't realise they could be

:08:32. > :08:33.people don't realise they could be people don't realise they could be

:08:33. > :08:34.letting themselves in or a price letting themselves in or a price

:08:34. > :08:35.letting themselves in or a price rise when they sign those mobile

:08:35. > :08:37.phone contracts. phone contracts.

:08:37. > :08:39.phone contracts. Later in the programme: we're going

:08:39. > :08:40.Later in the programme: we're going Later in the programme: we're going

:08:40. > :08:41.undercover to check out how honest undercover to check out how honest

:08:41. > :08:43.undercover to check out how honest those phone shops are. Will they

:08:43. > :08:44.those phone shops are. Will they those phone shops are. Will they

:08:44. > :08:46.those phone shops are. Will they tell us that prices can go up?

:08:46. > :08:48.tell us that prices can go up? tell us that prices can go up?

:08:48. > :08:50.tell us that prices can go up? that go up or down or change?

:08:50. > :08:51.that go up or down or change? that go up or down or change?

:08:51. > :08:53.that go up or down or change? Fixed price For the two years.Yeah.

:08:53. > :08:54.Fixed price For the two years.Yeah. Not exactly upfront there.

:08:55. > :08:56.Not exactly upfront there. Not exactly upfront there.

:08:56. > :08:57.Not exactly upfront there. Rhod Rhod will be checking that out

:08:57. > :08:58.Rhod Rhod will be checking that out Rhod Rhod will be checking that out

:08:58. > :08:59.later. Before that, though, Rachel later. Before that, though, Rachel

:08:59. > :09:00.later. Before that, though, Rachel later. Before that, though, Rachel

:09:00. > :09:00.has the story of a mother and has the story of a mother and

:09:00. > :09:08.has the story of a mother and daughter, persued for a debt that

:09:08. > :09:11.daughter, persued for a debt that wasn't their fault.

:09:11. > :09:12.wasn't their fault. wasn't their fault.

:09:12. > :09:13.wasn't their fault. I have loved Lady Gaga since I was

:09:13. > :09:14.I have loved Lady Gaga since I was I have loved Lady Gaga since I was

:09:14. > :09:15.I have loved Lady Gaga since I was 17, since Poker Face came out. I

:09:15. > :09:17.17, since Poker Face came out. I 17, since Poker Face came out. I

:09:17. > :09:18.17, since Poker Face came out. I looked at her and thought - this is

:09:18. > :09:21.looked at her and thought - this is looked at her and thought - this is

:09:21. > :09:23.one, amazing, different lady, you know.

:09:23. > :09:26.know. know.

:09:26. > :09:27.know. # You can't read my poker face... #

:09:27. > :09:28.# You can't read my poker face... # # You can't read my poker face... #

:09:28. > :09:29.When Ffion Roberts heard her icon When Ffion Roberts heard her icon

:09:29. > :09:30.When Ffion Roberts heard her icon When Ffion Roberts heard her icon

:09:30. > :09:31.was coming to the UK, she was was coming to the UK, she was

:09:31. > :09:32.was coming to the UK, she was ecstatic. Finally she would get to

:09:32. > :09:34.ecstatic. Finally she would get to ecstatic. Finally she would get to

:09:34. > :09:35.ecstatic. Finally she would get to see the Queen of Pop in person. Two

:09:35. > :09:37.see the Queen of Pop in person. Two see the Queen of Pop in person. Two

:09:37. > :09:38.tickets for the Gaga gig last tickets for the Gaga gig last

:09:38. > :09:40.tickets for the Gaga gig last September cost almost �300. Ffion's

:09:40. > :09:43.September cost almost �300. Ffion's September cost almost �300. Ffion's

:09:43. > :09:45.muming bought them as a special muming bought them as a special

:09:45. > :09:46.muming bought them as a special 21st birthday present. It was the

:09:46. > :09:47.21st birthday present. It was the 21st birthday present. It was the

:09:47. > :09:49.best present ever. Something you best present ever. Something you

:09:49. > :09:50.best present ever. Something you have always wanted and it comes

:09:50. > :09:51.have always wanted and it comes have always wanted and it comes

:09:51. > :09:52.have always wanted and it comes true, sort of thing. A dream come

:09:52. > :09:53.true, sort of thing. A dream come true, sort of thing. A dream come

:09:53. > :09:54.true. Sniefs just really, really true. Sniefs just really, really

:09:54. > :09:56.true. Sniefs just really, really true. Sniefs just really, really

:09:56. > :09:57.excited. Over -- I was just really, excited. Over -- I was just really,

:09:57. > :09:58.excited. Over -- I was just really, really excited. Over the moon. I

:09:58. > :09:59.really excited. Over the moon. I really excited. Over the moon. I

:09:59. > :10:01.really excited. Over the moon. I was going to see who I wanted to

:10:01. > :10:02.was going to see who I wanted to was going to see who I wanted to

:10:02. > :10:05.was going to see who I wanted to for years. But with just days to go,

:10:05. > :10:06.for years. But with just days to go, for years. But with just days to go,

:10:06. > :10:07.life dealt feen an unexpected hand. life dealt feen an unexpected hand.

:10:07. > :10:07.life dealt feen an unexpected hand. life dealt feen an unexpected hand.

:10:08. > :10:08.No matter how badly she wasn'ted to No matter how badly she wasn'ted to

:10:08. > :10:09.No matter how badly she wasn'ted to No matter how badly she wasn'ted to

:10:09. > :10:10.No matter how badly she wasn'ted to go to the gig, it was no longer on

:10:10. > :10:12.go to the gig, it was no longer on go to the gig, it was no longer on

:10:12. > :10:13.go to the gig, it was no longer on go to the gig, it was no longer on

:10:13. > :10:14.the cards. She got a new job as a the cards. She got a new job as a

:10:14. > :10:15.the cards. She got a new job as a teaching assistant. With the gigs

:10:15. > :10:16.teaching assistant. With the gigs teaching assistant. With the gigs

:10:16. > :10:17.just days after she started, just days after she started,

:10:17. > :10:20.just days after she started, getting time off to go to

:10:20. > :10:21.getting time off to go to Manchester was impossible.

:10:21. > :10:22.Manchester was impossible. Manchester was impossible.

:10:22. > :10:23.Manchester was impossible. became quite obvious we had to set

:10:23. > :10:25.became quite obvious we had to set became quite obvious we had to set

:10:25. > :10:26.tickets, really. I was very, very tickets, really. I was very, very

:10:26. > :10:27.tickets, really. I was very, very gutted but these things happen.

:10:28. > :10:28.gutted but these things happen. gutted but these things happen.

:10:28. > :10:30.gutted but these things happen. Ffion decided her best bets with it

:10:30. > :10:31.Ffion decided her best bets with it Ffion decided her best bets with it

:10:31. > :10:33.advertise them on auction site, advertise them on auction site,

:10:33. > :10:34.advertise them on auction site, advertise them on auction site,

:10:34. > :10:35.eBay and chance her luck to see who eBay and chance her luck to see who

:10:35. > :10:36.eBay and chance her luck to see who eBay and chance her luck to see who

:10:36. > :10:38.would come to the table and make would come to the table and make

:10:38. > :10:38.her an offer. her an offer.

:10:38. > :10:41.her an offer. A buyer called Elengo Papacostas

:10:41. > :10:43.A buyer called Elengo Papacostas A buyer called Elengo Papacostas

:10:43. > :10:45.quickly got in touch, saying not quickly got in touch, saying not

:10:45. > :10:46.quickly got in touch, saying not quickly got in touch, saying not

:10:46. > :10:47.only would he see her �270 asking only would he see her �270 asking

:10:47. > :10:49.only would he see her �270 asking only would he see her �270 asking

:10:49. > :10:50.price but raise her the �6 for price but raise her the �6 for

:10:50. > :10:51.price but raise her the �6 for price but raise her the �6 for

:10:51. > :10:52.postage. He put the money into the postage. He put the money into the

:10:52. > :10:53.online payment service, Paypal online payment service, Paypal

:10:53. > :10:55.online payment service, Paypal straight away. Once she newt money

:10:55. > :10:56.straight away. Once she newt money straight away. Once she newt money

:10:56. > :10:58.had been paid, feen sent tickets, had been paid, feen sent tickets,

:10:58. > :10:59.had been paid, feen sent tickets, had been paid, feen sent tickets,

:10:59. > :11:01.sure it was a safe bet. Everything sure it was a safe bet. Everything

:11:01. > :11:03.sure it was a safe bet. Everything sure it was a safe bet. Everything

:11:03. > :11:05.sure it was a safe bet. Everything was fine. We sold them at a loss of

:11:05. > :11:05.was fine. We sold them at a loss of was fine. We sold them at a loss of

:11:05. > :11:06.�100-�120. I did was he asked, �100-�120. I did was he asked,

:11:06. > :11:08.�100-�120. I did was he asked, special next day delivery and they

:11:08. > :11:09.special next day delivery and they special next day delivery and they

:11:09. > :11:10.special next day delivery and they were signed for, so I knew he had

:11:10. > :11:11.were signed for, so I knew he had were signed for, so I knew he had

:11:11. > :11:14.received them. Everyone in on the received them. Everyone in on the

:11:14. > :11:15.received them. Everyone in on the received them. Everyone in on the

:11:15. > :11:16.deal was on to a winner. Elengo deal was on to a winner. Elengo

:11:16. > :11:17.deal was on to a winner. Elengo even posted positive feedback on

:11:17. > :11:19.even posted positive feedback on even posted positive feedback on

:11:19. > :11:21.eBay for Ffion, but two months eBay for Ffion, but two months

:11:21. > :11:22.eBay for Ffion, but two months eBay for Ffion, but two months

:11:22. > :11:23.later, out of the blue, Ffion heard later, out of the blue, Ffion heard

:11:23. > :11:23.later, out of the blue, Ffion heard later, out of the blue, Ffion heard

:11:23. > :11:26.from Paypal who told her Elengo was from Paypal who told her Elengo was

:11:26. > :11:28.from Paypal who told her Elengo was from Paypal who told her Elengo was

:11:28. > :11:29.now trying to get his money back. now trying to get his money back.

:11:29. > :11:30.now trying to get his money back. Paypal e-mailed Ffion to say Elengo

:11:30. > :11:31.Paypal e-mailed Ffion to say Elengo Paypal e-mailed Ffion to say Elengo

:11:31. > :11:32.had filed something called a had filed something called a

:11:32. > :11:34.had filed something called a chargeback. They said he'd asked

:11:34. > :11:34.chargeback. They said he'd asked chargeback. They said he'd asked

:11:34. > :11:36.his bank to reverse the payment his bank to reverse the payment

:11:36. > :11:38.his bank to reverse the payment because someone else had used his

:11:38. > :11:39.because someone else had used his because someone else had used his

:11:39. > :11:40.because someone else had used his credit card to bite tickets. It was

:11:40. > :11:42.credit card to bite tickets. It was really confusion. I didn't

:11:42. > :11:43.really confusion. I didn't really confusion. I didn't

:11:43. > :11:43.understand why a chargeback was. understand why a chargeback was.

:11:43. > :11:45.understand why a chargeback was. All I understood was they were

:11:45. > :11:46.All I understood was they were All I understood was they were

:11:46. > :11:48.All I understood was they were taking money off me and I didn't

:11:48. > :11:50.taking money off me and I didn't taking money off me and I didn't

:11:50. > :11:52.understand YI hadn't done anything understand YI hadn't done anything

:11:52. > :11:53.wrong. Unfortunately, Ffion hadn't wrong. Unfortunately, Ffion hadn't

:11:53. > :11:55.wrong. Unfortunately, Ffion hadn't read the e-mails from Paypal

:11:55. > :11:56.read the e-mails from Paypal read the e-mails from Paypal

:11:56. > :11:57.straight away, so didn't realise straight away, so didn't realise

:11:57. > :11:58.straight away, so didn't realise straight away, so didn't realise

:11:58. > :11:58.she only had ten days to send in she only had ten days to send in

:11:58. > :12:00.she only had ten days to send in she only had ten days to send in

:12:00. > :12:02.any proof of her side of the storey. any proof of her side of the storey.

:12:02. > :12:03.any proof of her side of the storey. She missed the deadline. I panicked.

:12:03. > :12:05.She missed the deadline. I panicked. She missed the deadline. I panicked.

:12:05. > :12:06.She missed the deadline. I panicked. I thought - what have I done? Sna

:12:06. > :12:07.I thought - what have I done? Sna I thought - what have I done? Sna

:12:07. > :12:08.I thought - what have I done? Sna we had all the proof needed, really.

:12:08. > :12:09.we had all the proof needed, really. we had all the proof needed, really.

:12:09. > :12:11.we had all the proof needed, really. We had proof of posting and the

:12:11. > :12:12.We had proof of posting and the We had proof of posting and the

:12:12. > :12:13.feedback. I didn't send the proof feedback. I didn't send the proof

:12:13. > :12:14.feedback. I didn't send the proof at that point because Paypal said

:12:14. > :12:16.at that point because Paypal said at that point because Paypal said

:12:16. > :12:17.at that point because Paypal said at that point because Paypal said

:12:17. > :12:18.not to do it, it was too late. not to do it, it was too late.

:12:18. > :12:19.not to do it, it was too late. not to do it, it was too late.

:12:19. > :12:20.it was up to Elengo's cred card it was up to Elengo's cred card

:12:20. > :12:22.it was up to Elengo's cred card it was up to Elengo's cred card

:12:22. > :12:23.company to decide who was in the company to decide who was in the

:12:23. > :12:25.company to decide who was in the company to decide who was in the

:12:25. > :12:26.right and that would take months. - right and that would take months. -

:12:26. > :12:27.right and that would take months. - - credit card K$$NEWLINE All I

:12:27. > :12:28.- credit card K$$NEWLINE All I - credit card K$$NEWLINE All I

:12:28. > :12:29.- credit card K$$NEWLINE All I wanted to do was see her in concert

:12:29. > :12:30.wanted to do was see her in concert wanted to do was see her in concert

:12:30. > :12:33.wanted to do was see her in concert and this is what I ended up with,

:12:33. > :12:34.and this is what I ended up with, and this is what I ended up with,

:12:34. > :12:35.lots of hassle. In jarnings the lots of hassle. In jarnings the

:12:35. > :12:36.lots of hassle. In jarnings the credit card company finally made

:12:36. > :12:37.credit card company finally made credit card company finally made

:12:38. > :12:39.their decision. -- in January. They their decision. -- in January. They

:12:39. > :12:41.their decision. -- in January. They felt they had done nothing wrong

:12:41. > :12:42.felt they had done nothing wrong felt they had done nothing wrong

:12:42. > :12:43.but their losing streak continued. but their losing streak continued.

:12:43. > :12:44.but their losing streak continued. Elengo's credit card company found

:12:45. > :12:46.Elengo's credit card company found Elengo's credit card company found

:12:46. > :12:47.in his favour. Because Paypal had in his favour. Because Paypal had

:12:47. > :12:49.in his favour. Because Paypal had already given the money back to

:12:49. > :12:50.already given the money back to already given the money back to

:12:50. > :12:51.Elengo, they now wanted Ffion to Elengo, they now wanted Ffion to

:12:51. > :12:53.Elengo, they now wanted Ffion to pay them back. Eventually they

:12:53. > :12:55.pay them back. Eventually they pay them back. Eventually they

:12:55. > :12:56.employed a debt collector, who sent employed a debt collector, who sent

:12:56. > :12:58.employed a debt collector, who sent her a letter. Ffion was beside

:12:58. > :12:59.her a letter. Ffion was beside her a letter. Ffion was beside

:12:59. > :13:00.her a letter. Ffion was beside herself that day. I tried to hide

:13:00. > :13:01.herself that day. I tried to hide herself that day. I tried to hide

:13:01. > :13:01.herself that day. I tried to hide it from her but because it was her

:13:02. > :13:03.it from her but because it was her it from her but because it was her

:13:03. > :13:05.it from her but because it was her it from her but because it was her

:13:05. > :13:06.name on it, I had to tell her about name on it, I had to tell her about

:13:06. > :13:07.name on it, I had to tell her about name on it, I had to tell her about

:13:07. > :13:08.it. I thought they're going to come it. I thought they're going to come

:13:08. > :13:10.it. I thought they're going to come it. I thought they're going to come

:13:10. > :13:11.here, ask me for the money, take my here, ask me for the money, take my

:13:11. > :13:12.here, ask me for the money, take my things. I panicked. Everything was

:13:12. > :13:16.things. I panicked. Everything was things. I panicked. Everything was

:13:16. > :13:17.going through my head. It was going through my head. It was

:13:17. > :13:19.going through my head. It was horrible. Ffion and eye ownia might

:13:19. > :13:20.horrible. Ffion and eye ownia might horrible. Ffion and eye ownia might

:13:20. > :13:21.have felt alone in their struggle have felt alone in their struggle

:13:21. > :13:22.have felt alone in their struggle have felt alone in their struggle

:13:22. > :13:23.but they were about to find out but they were about to find out

:13:23. > :13:24.but they were about to find out they weren't the only players in

:13:24. > :13:25.they weren't the only players in they weren't the only players in

:13:25. > :13:28.they weren't the only players in this gai. In fact the table was

:13:28. > :13:30.this gai. In fact the table was this gai. In fact the table was

:13:30. > :13:33.going to get pretty crowded: online going to get pretty crowded: online

:13:33. > :13:34.going to get pretty crowded: online going to get pretty crowded: online

:13:34. > :13:36.they found more than a dozen with they found more than a dozen with

:13:36. > :13:37.similar problems, after selling similar problems, after selling

:13:37. > :13:39.similar problems, after selling tickets to Elengo Papacostas. One

:13:39. > :13:40.tickets to Elengo Papacostas. One tickets to Elengo Papacostas. One

:13:41. > :13:41.had even created a Facebook group had even created a Facebook group

:13:41. > :13:43.had even created a Facebook group had even created a Facebook group

:13:43. > :13:44.for anyone who felt they had been for anyone who felt they had been

:13:44. > :13:46.for anyone who felt they had been for anyone who felt they had been

:13:46. > :13:47.cheated by him. I was surprised to cheated by him. I was surprised to

:13:47. > :13:48.cheated by him. I was surprised to find so many others involved but

:13:48. > :13:49.find so many others involved but find so many others involved but

:13:49. > :13:50.find so many others involved but happy that I wasn't the only one.

:13:51. > :13:51.happy that I wasn't the only one. happy that I wasn't the only one.

:13:51. > :13:52.happy that I wasn't the only one. Things didn't ring true to me.

:13:52. > :13:54.Things didn't ring true to me. Things didn't ring true to me.

:13:54. > :13:56.Things didn't ring true to me. would like it tell you I have an

:13:56. > :13:56.would like it tell you I have an would like it tell you I have an

:13:56. > :13:58.would like it tell you I have an ace up my sleeve and can reveal

:13:58. > :13:59.ace up my sleeve and can reveal ace up my sleeve and can reveal

:13:59. > :14:01.ace up my sleeve and can reveal which player is to blame for this

:14:01. > :14:04.which player is to blame for this which player is to blame for this

:14:04. > :14:07.sorry situation. But is isn't that sorry situation. But is isn't that

:14:07. > :14:09.sorry situation. But is isn't that easy. Iona heard nothing when she

:14:09. > :14:11.easy. Iona heard nothing when she easy. Iona heard nothing when she

:14:11. > :14:12.easy. Iona heard nothing when she wrote to Elengo. But he replied to

:14:12. > :14:15.wrote to Elengo. But he replied to wrote to Elengo. But he replied to

:14:15. > :14:17.wrote to Elengo. But he replied to us. He has put the blame on Paypal.

:14:17. > :14:19.us. He has put the blame on Paypal. us. He has put the blame on Paypal.

:14:19. > :14:20.He has said an internal He has said an internal

:14:20. > :14:22.He has said an internal investigation by them meant his

:14:22. > :14:23.investigation by them meant his investigation by them meant his

:14:23. > :14:24.transaction has been reversed. He transaction has been reversed. He

:14:24. > :14:26.transaction has been reversed. He transaction has been reversed. He

:14:26. > :14:28.says when he has heard about it, he says when he has heard about it, he

:14:28. > :14:29.says when he has heard about it, he says when he has heard about it, he

:14:29. > :14:29.has tried to help. But Paypal say has tried to help. But Paypal say

:14:29. > :14:31.has tried to help. But Paypal say chargebacks only happen when a

:14:31. > :14:32.chargebacks only happen when a chargebacks only happen when a

:14:32. > :14:33.chargebacks only happen when a buyer flags up fraud to their card

:14:33. > :14:34.buyer flags up fraud to their card buyer flags up fraud to their card

:14:34. > :14:35.company and point out that Ffion company and point out that Ffion

:14:35. > :14:36.company and point out that Ffion missed the deadline they gave her,

:14:36. > :14:40.missed the deadline they gave her, missed the deadline they gave her,

:14:40. > :14:41.but they are nowing investigating. but they are nowing investigating.

:14:41. > :14:42.but they are nowing investigating. -- but they are now investigating.

:14:42. > :14:44.-- but they are now investigating. -- but they are now investigating.

:14:44. > :14:45.Have all the players revealed their Have all the players revealed their

:14:45. > :14:47.Have all the players revealed their Have all the players revealed their

:14:47. > :14:48.true hands? Or have some still got true hands? Or have some still got

:14:48. > :14:49.true hands? Or have some still got true hands? Or have some still got

:14:49. > :14:50.their poker face on? Some parts of their poker face on? Some parts of

:14:50. > :14:52.their poker face on? Some parts of their poker face on? Some parts of

:14:52. > :14:53.me wants to believe him because I me wants to believe him because I

:14:53. > :14:54.believe everything everybody tells believe everything everybody tells

:14:54. > :14:55.believe everything everybody tells believe everything everybody tells

:14:55. > :14:56.me but then again I'm thinking - me but then again I'm thinking -

:14:56. > :14:58.me but then again I'm thinking - me but then again I'm thinking -

:14:58. > :15:01.what is going on here? What is the what is going on here? What is the

:15:01. > :15:03.truth of it? truth of it?

:15:03. > :15:04.truth of it? It would have given me great

:15:04. > :15:05.It would have given me great It would have given me great

:15:05. > :15:07.pleasure knowing someone else would pleasure knowing someone else would

:15:07. > :15:09.pleasure knowing someone else would pleasure knowing someone else would

:15:09. > :15:09.have gone, wanting to see her, just have gone, wanting to see her, just

:15:09. > :15:11.have gone, wanting to see her, just have gone, wanting to see her, just

:15:11. > :15:13.like I zand it would have been nice like I zand it would have been nice

:15:13. > :15:14.like I zand it would have been nice for them but unfortunate lit

:15:14. > :15:16.for them but unfortunate lit for them but unfortunate lit

:15:16. > :15:18.tickets went into the wrong hands. tickets went into the wrong hands.

:15:18. > :15:18.tickets went into the wrong hands. tickets went into the wrong hands.

:15:18. > :15:19.Well, this is a tricky one but Well, this is a tricky one but

:15:19. > :15:20.Well, this is a tricky one but Well, this is a tricky one but

:15:20. > :15:21.after a lot of effort but Paypal after a lot of effort but Paypal

:15:21. > :15:22.after a lot of effort but Paypal have agreed as a gesture of

:15:22. > :15:23.have agreed as a gesture of have agreed as a gesture of

:15:23. > :15:24.goodwill not to chase Ffion for goodwill not to chase Ffion for

:15:24. > :15:26.goodwill not to chase Ffion for that money any longer, which is

:15:26. > :15:27.that money any longer, which is that money any longer, which is

:15:27. > :15:28.very good news. Don't forget, if very good news. Don't forget, if

:15:28. > :15:29.very good news. Don't forget, if very good news. Don't forget, if

:15:29. > :15:32.there is anything you would like to there is anything you would like to

:15:32. > :15:36.there is anything you would like to there is anything you would like to

:15:36. > :15:37.investigate, get in uch: -- get in touch 03703334334

:15:37. > :15:38.touch 03703334334 touch 03703334334

:15:38. > :15:39.touch 03703334334 Or you can e-mail us. Next, Rachel

:15:39. > :15:40.Or you can e-mail us. Next, Rachel Or you can e-mail us. Next, Rachel

:15:41. > :15:43.Or you can e-mail us. Next, Rachel is looking into a company with a

:15:43. > :15:49.is looking into a company with a very desiptive name.

:15:49. > :15:50.-- deceptive. -- deceptive.

:15:50. > :15:51.-- deceptive. -- deceptive.

:15:51. > :15:52.In you want a first class service, In you want a first class service,

:15:52. > :15:57.In you want a first class service, In you want a first class service,

:15:57. > :16:00.you know you'll be treated to the very best.

:16:00. > :16:02.very best. very best.

:16:02. > :16:03.So when an X-Ray viewer employed So when an X-Ray viewer employed

:16:03. > :16:04.So when an X-Ray viewer employed Cardiff-based 1st Class Roofing and

:16:04. > :16:05.Cardiff-based 1st Class Roofing and Cardiff-based 1st Class Roofing and

:16:05. > :16:06.Building, he was expected exactly Building, he was expected exactly

:16:06. > :16:07.Building, he was expected exactly that. David Heale is recovering

:16:07. > :16:08.that. David Heale is recovering that. David Heale is recovering

:16:08. > :16:09.that. David Heale is recovering from a stroke that hit him suddenly

:16:09. > :16:11.from a stroke that hit him suddenly from a stroke that hit him suddenly

:16:11. > :16:12.just over two years ago. just over two years ago.

:16:12. > :16:14.just over two years ago. just over two years ago.

:16:14. > :16:15.just over two years ago. ! It was a terrible shock to me and

:16:15. > :16:17.! It was a terrible shock to me and ! It was a terrible shock to me and

:16:17. > :16:20.! It was a terrible shock to me and I'm sure to my wife. We just didn't

:16:20. > :16:21.I'm sure to my wife. We just didn't I'm sure to my wife. We just didn't

:16:21. > :16:22.expect it. Left partially sighted, expect it. Left partially sighted,

:16:22. > :16:23.expect it. Left partially sighted, expect it. Left partially sighted,

:16:23. > :16:25.he now spends plenty of time at the he now spends plenty of time at the

:16:25. > :16:28.he now spends plenty of time at the gym, building up his strength.

:16:28. > :16:29.gym, building up his strength. gym, building up his strength.

:16:29. > :16:30.taking time but I'm gradually taking time but I'm gradually

:16:30. > :16:31.taking time but I'm gradually finding ways around my disability,

:16:31. > :16:33.finding ways around my disability, if you like.

:16:33. > :16:35.if you like. if you like.

:16:35. > :16:38.if you like. David used to do the DIY. But when

:16:38. > :16:39.David used to do the DIY. But when David used to do the DIY. But when

:16:39. > :16:41.the garage roof needed fixing, he the garage roof needed fixing, he

:16:41. > :16:42.the garage roof needed fixing, he the garage roof needed fixing, he

:16:42. > :16:44.and wife Shirley called in help. and wife Shirley called in help.

:16:44. > :16:46.and wife Shirley called in help. and wife Shirley called in help.

:16:46. > :16:48.was thinking - I'm 77 now, I don't was thinking - I'm 77 now, I don't

:16:48. > :16:49.was thinking - I'm 77 now, I don't was thinking - I'm 77 now, I don't

:16:49. > :16:50.want any trouble with it, I'll get want any trouble with it, I'll get

:16:50. > :16:54.want any trouble with it, I'll get want any trouble with it, I'll get

:16:54. > :16:55.it done now, before any does happen. it done now, before any does happen.

:16:55. > :16:56.it done now, before any does happen. The couple chose 1st Class Roofing

:16:56. > :16:56.The couple chose 1st Class Roofing The couple chose 1st Class Roofing

:16:56. > :16:59.The couple chose 1st Class Roofing and Building based in Cardiff to do

:16:59. > :17:01.and Building based in Cardiff to do and Building based in Cardiff to do

:17:01. > :17:03.the work. Owner Howard Young quoted the work. Owner Howard Young quoted

:17:03. > :17:04.the work. Owner Howard Young quoted them just under �approximatep 3,000

:17:04. > :17:07.them just under �approximatep 3,000 them just under �approximatep 3,000

:17:07. > :17:08.them just under �approximatep 3,000 to fit the new flat roof. -- just

:17:08. > :17:09.to fit the new flat roof. -- just to fit the new flat roof. -- just

:17:09. > :17:11.under �3,000. Would they get that under �3,000. Would they get that

:17:11. > :17:13.under �3,000. Would they get that first class treatment? I wasn't

:17:13. > :17:14.first class treatment? I wasn't particularly impressed with his

:17:14. > :17:16.particularly impressed with his particularly impressed with his

:17:16. > :17:18.particularly impressed with his work. He wasn't on the job 100% of

:17:18. > :17:19.work. He wasn't on the job 100% of work. He wasn't on the job 100% of

:17:19. > :17:20.work. He wasn't on the job 100% of the time. He justed seem to want to

:17:20. > :17:21.the time. He justed seem to want to the time. He justed seem to want to

:17:21. > :17:22.the time. He justed seem to want to the time. He justed seem to want to

:17:22. > :17:24.come as late as he could and go as come as late as he could and go as

:17:24. > :17:26.come as late as he could and go as early as he could or disappear

:17:26. > :17:26.early as he could or disappear early as he could or disappear

:17:26. > :17:27.early as he could or disappear during the day. You get a nagging

:17:27. > :17:28.during the day. You get a nagging during the day. You get a nagging

:17:28. > :17:29.during the day. You get a nagging feeling at the back of your mind

:17:29. > :17:30.feeling at the back of your mind feeling at the back of your mind

:17:30. > :17:32.feeling at the back of your mind thinking - I just hope this guy is

:17:32. > :17:34.all right. all right.

:17:34. > :17:35.all right. The work was eventually finished,

:17:35. > :17:37.The work was eventually finished, The work was eventually finished,

:17:37. > :17:39.The work was eventually finished, but a few weeks' later, there was a

:17:39. > :17:41.but a few weeks' later, there was a but a few weeks' later, there was a

:17:41. > :17:43.problem with the grge drain. problem with the grge drain.

:17:43. > :17:45.problem with the grge drain. David's insurers sent a surveyor to

:17:45. > :17:46.David's insurers sent a surveyor to David's insurers sent a surveyor to

:17:46. > :17:48.David's insurers sent a surveyor to check it out -- the garage drain.

:17:48. > :17:49.check it out -- the garage drain. check it out -- the garage drain.

:17:49. > :17:50.check it out -- the garage drain. But he was more concerned about the

:17:50. > :17:51.But he was more concerned about the But he was more concerned about the

:17:51. > :17:53.But he was more concerned about the state of the new roo. I began to

:17:53. > :17:54.state of the new roo. I began to get an uncomfortable feeling

:17:54. > :17:55.get an uncomfortable feeling get an uncomfortable feeling

:17:56. > :17:57.get an uncomfortable feeling thinking - what has he picked up?

:17:57. > :17:59.thinking - what has he picked up? thinking - what has he picked up?

:17:59. > :18:01.The su vary's report slated the The su vary's report slated the

:18:01. > :18:02.The su vary's report slated the The su vary's report slated the

:18:02. > :18:03.stand around of the work done by stand around of the work done by

:18:03. > :18:04.stand around of the work done by 1st Class Roofing. -- the

:18:04. > :18:05.1st Class Roofing. -- the 1st Class Roofing. -- the

:18:05. > :18:06.surveyor's report. He said - this surveyor's report. He said - this

:18:06. > :18:07.surveyor's report. He said - this is a builder that gives other

:18:07. > :18:09.is a builder that gives other is a builder that gives other

:18:09. > :18:11.builders a bad name. It is builders a bad name. It is

:18:11. > :18:12.builders a bad name. It is absolutely some of the worst work

:18:12. > :18:13.absolutely some of the worst work absolutely some of the worst work

:18:13. > :18:15.he'd seen. A worried David and he'd seen. A worried David and

:18:15. > :18:16.he'd seen. A worried David and Shirley asked two other experts for

:18:16. > :18:19.Shirley asked two other experts for Shirley asked two other experts for

:18:19. > :18:20.their opinion, one had particularly bad news.

:18:20. > :18:21.bad news. bad news.

:18:22. > :18:23.bad news. He said it should be all taken off

:18:23. > :18:26.He said it should be all taken off He said it should be all taken off

:18:26. > :18:28.and started again, not repaired. and started again, not repaired.

:18:28. > :18:30.and started again, not repaired. All three experts noticed the same

:18:30. > :18:31.All three experts noticed the same All three experts noticed the same

:18:31. > :18:34.problems, old felt hadn't been problems, old felt hadn't been

:18:34. > :18:35.problems, old felt hadn't been removed, rain water would miss the

:18:35. > :18:36.removed, rain water would miss the removed, rain water would miss the

:18:36. > :18:37.gutters, poor quality cement. Gaps gutters, poor quality cement. Gaps

:18:37. > :18:38.gutters, poor quality cement. Gaps gutters, poor quality cement. Gaps

:18:38. > :18:40.left where water could get in and left where water could get in and

:18:40. > :18:42.left where water could get in and freeze and edges not sealed

:18:42. > :18:42.freeze and edges not sealed freeze and edges not sealed

:18:42. > :18:46.properly. Each concluded that the properly. Each concluded that the

:18:46. > :18:48.garage roof would leak. garage roof would leak.

:18:48. > :18:51.garage roof would leak. To make matters worse, David and

:18:51. > :18:52.To make matters worse, David and To make matters worse, David and

:18:52. > :18:54.Shirley had asked 1st Class Roofing Shirley had asked 1st Class Roofing

:18:54. > :18:55.Shirley had asked 1st Class Roofing Shirley had asked 1st Class Roofing

:18:55. > :18:56.to replace the roof on their son, to replace the roof on their son,

:18:56. > :18:58.to replace the roof on their son, to replace the roof on their son,

:18:58. > :19:00.Gareth's house. We felt a new roof, Gareth's house. We felt a new roof,

:19:00. > :19:00.Gareth's house. We felt a new roof, Gareth's house. We felt a new roof,

:19:00. > :19:02.one was needed urge lently for the one was needed urge lently for the

:19:02. > :19:05.one was needed urge lently for the one was needed urge lently for the

:19:05. > :19:08.house it, would be a nice gift -- urgently.

:19:08. > :19:10.urgently. The �5,000 included fitting

:19:10. > :19:11.The �5,000 included fitting The �5,000 included fitting

:19:11. > :19:12.protective snow boards to stop snow protective snow boards to stop snow

:19:12. > :19:16.protective snow boards to stop snow falling on to the conservatory roof.

:19:16. > :19:17.falling on to the conservatory roof. falling on to the conservatory roof.

:19:17. > :19:19.falling on to the conservatory roof. So, did this job live up to that

:19:19. > :19:21.So, did this job live up to that So, did this job live up to that

:19:21. > :19:23.first class Prom snis No, my first class Prom snis No, my

:19:23. > :19:25.first class Prom snis No, my neighbour became -- promise? No, my

:19:25. > :19:27.neighbour became -- promise? No, my neighbour became -- promise? No, my

:19:27. > :19:28.neighbour came knocking on the door neighbour came knocking on the door

:19:28. > :19:29.neighbour came knocking on the door anxious. He saw the snow crashing

:19:29. > :19:31.anxious. He saw the snow crashing anxious. He saw the snow crashing

:19:31. > :19:32.down on to the conservatory roof. down on to the conservatory roof.

:19:32. > :19:33.down on to the conservatory roof. down on to the conservatory roof.

:19:33. > :19:34.The weight of the snow had pulled The weight of the snow had pulled

:19:34. > :19:35.The weight of the snow had pulled The weight of the snow had pulled

:19:35. > :19:36.the brackets off the wall and left the brackets off the wall and left

:19:36. > :19:37.the brackets off the wall and left the brackets off the wall and left

:19:37. > :19:39.Gareth with a heap of snow, rusty Gareth with a heap of snow, rusty

:19:39. > :19:40.Gareth with a heap of snow, rusty brackets and a blood of Woodall

:19:40. > :19:42.brackets and a blood of Woodall brackets and a blood of Woodall

:19:42. > :19:42.brackets and a blood of Woodall lying on top of the conserve tri.

:19:43. > :19:44.lying on top of the conserve tri. lying on top of the conserve tri.

:19:44. > :19:45.lying on top of the conserve tri. It has set my father back. As you

:19:45. > :19:46.It has set my father back. As you It has set my father back. As you

:19:46. > :19:46.It has set my father back. As you It has set my father back. As you

:19:46. > :19:48.can see, he is not a well man and can see, he is not a well man and

:19:48. > :19:49.can see, he is not a well man and can see, he is not a well man and

:19:49. > :19:50.my mother is very stressed. To say my mother is very stressed. To say

:19:50. > :19:52.my mother is very stressed. To say my mother is very stressed. To say

:19:52. > :19:54.I'm very angry is to put it mildly. I'm very angry is to put it mildly.

:19:54. > :19:57.I'm very angry is to put it mildly. And it seems that Howard Young's

:19:57. > :19:58.And it seems that Howard Young's And it seems that Howard Young's

:19:58. > :20:00.work has come under scrutiny before. work has come under scrutiny before.

:20:00. > :20:01.work has come under scrutiny before. work has come under scrutiny before.

:20:01. > :20:02.He was prosecuted in 2008 for the He was prosecuted in 2008 for the

:20:02. > :20:03.He was prosecuted in 2008 for the Health and Safety Executive for not

:20:03. > :20:04.Health and Safety Executive for not following safety procedures when

:20:04. > :20:06.following safety procedures when following safety procedures when

:20:06. > :20:07.working at heights. Mr Young did working at heights. Mr Young did

:20:07. > :20:08.working at heights. Mr Young did working at heights. Mr Young did

:20:08. > :20:09.agree to carry out some repairs for agree to carry out some repairs for

:20:09. > :20:10.agree to carry out some repairs for David and Shirley, but that was

:20:10. > :20:10.David and Shirley, but that was David and Shirley, but that was

:20:10. > :20:13.David and Shirley, but that was last year and the work still hasn't

:20:13. > :20:14.been done. been done.

:20:14. > :20:17.been done. The Heales have been trying to

:20:17. > :20:18.The Heales have been trying to track him down.

:20:18. > :20:19.track him down. track him down.

:20:19. > :20:22.We discovered his private address We discovered his private address

:20:22. > :20:24.We discovered his private address and we sent letters there. He

:20:24. > :20:25.and we sent letters there. He and we sent letters there. He

:20:25. > :20:27.and we sent letters there. He opened one and then he rang us to

:20:27. > :20:29.opened one and then he rang us to opened one and then he rang us to

:20:29. > :20:30.opened one and then he rang us to say in no way would he open any

:20:30. > :20:33.say in no way would he open any further correspondence. He would

:20:33. > :20:35.further correspondence. He would further correspondence. He would

:20:35. > :20:36.return it unopened. So for now, return it unopened. So for now,

:20:36. > :20:37.return it unopened. So for now, David, Shirley and Gareth have been

:20:37. > :20:38.David, Shirley and Gareth have been David, Shirley and Gareth have been

:20:38. > :20:40.left with their very second class left with their very second class

:20:40. > :20:42.left with their very second class left with their very second class

:20:42. > :20:43.roofs. How do you feel, I mean now roofs. How do you feel, I mean now

:20:43. > :20:44.roofs. How do you feel, I mean now he's essentially washed his hands

:20:44. > :20:46.he's essentially washed his hands he's essentially washed his hands

:20:46. > :20:47.he's essentially washed his hands of the job? Very badly, because of

:20:47. > :20:49.of the job? Very badly, because of of the job? Very badly, because of

:20:49. > :20:50.Dave's stroke. When you are younger, Dave's stroke. When you are younger,

:20:50. > :20:51.Dave's stroke. When you are younger, Dave's stroke. When you are younger,

:20:51. > :20:52.you can sort of fight off these you can sort of fight off these

:20:52. > :20:54.you can sort of fight off these things much more easily than you

:20:54. > :20:56.things much more easily than you things much more easily than you

:20:56. > :20:58.things much more easily than you can as you get older. And Dave's

:20:58. > :21:00.can as you get older. And Dave's can as you get older. And Dave's

:21:00. > :21:01.can as you get older. And Dave's can as you get older. And Dave's

:21:01. > :21:04.not able to do - even put a screw not able to do - even put a screw

:21:04. > :21:07.not able to do - even put a screw not able to do - even put a screw

:21:07. > :21:08.in now. And just very badly. Very let down.

:21:08. > :21:10.let down. let down.

:21:10. > :21:11.Well first class roofing did get Well first class roofing did get

:21:11. > :21:12.Well first class roofing did get Well first class roofing did get

:21:12. > :21:14.back to us. The company is now back to us. The company is now

:21:14. > :21:15.back to us. The company is now back to us. The company is now

:21:15. > :21:16.being run by Mrs Young. She is's being run by Mrs Young. She is's

:21:16. > :21:18.being run by Mrs Young. She is's apologised for the standard of the

:21:18. > :21:19.apologised for the standard of the apologised for the standard of the

:21:19. > :21:19.apologised for the standard of the work and put it down to her

:21:20. > :21:20.work and put it down to her work and put it down to her

:21:20. > :21:22.husband's poor health at the time. husband's poor health at the time.

:21:22. > :21:23.husband's poor health at the time. husband's poor health at the time.

:21:23. > :21:24.But she said the company did remove But she said the company did remove

:21:24. > :21:25.But she said the company did remove But she said the company did remove

:21:25. > :21:26.all the old felt from the roof and all the old felt from the roof and

:21:26. > :21:28.all the old felt from the roof and only top-quality cement was used.

:21:28. > :21:29.only top-quality cement was used. only top-quality cement was used.

:21:29. > :21:31.only top-quality cement was used. But the company has promised to put

:21:31. > :21:32.But the company has promised to put But the company has promised to put

:21:32. > :21:33.But the company has promised to put everything right and mix Mr and Mrs

:21:34. > :21:35.everything right and mix Mr and Mrs everything right and mix Mr and Mrs

:21:35. > :21:36.Heale's flat roof and Gareth's Heale's flat roof and Gareth's

:21:36. > :21:38.Heale's flat roof and Gareth's snowboards. We'll be making sure

:21:38. > :21:40.snowboards. We'll be making sure snowboards. We'll be making sure

:21:40. > :21:41.the repairs are first class. Nerks the repairs are first class. Nerks

:21:41. > :21:46.the repairs are first class. Nerks Rhod has been checking out the

:21:46. > :21:48.Rhod has been checking out the mobile phone contracts.

:21:48. > :21:49.mobile phone contracts. mobile phone contracts.

:21:49. > :21:50.-- next. Customers on contracts are -- next. Customers on contracts are

:21:50. > :21:51.-- next. Customers on contracts are -- next. Customers on contracts are

:21:51. > :21:53.a mobile phone shop's dre. You keep a mobile phone shop's dre. You keep

:21:53. > :21:54.a mobile phone shop's dre. You keep paying them, month after month. --

:21:54. > :21:55.paying them, month after month. -- paying them, month after month. --

:21:55. > :21:56.dream. Because most deals are for dream. Because most deals are for

:21:56. > :21:57.dream. Because most deals are for dream. Because most deals are for

:21:57. > :21:58.two years, it is a nice little two years, it is a nice little

:21:58. > :21:59.two years, it is a nice little earner for them. In return, shops

:21:59. > :22:00.earner for them. In return, shops earner for them. In return, shops

:22:00. > :22:02.earner for them. In return, shops have to make it clear what you are

:22:02. > :22:03.have to make it clear what you are have to make it clear what you are

:22:03. > :22:05.signing up to, including the price signing up to, including the price

:22:05. > :22:06.signing up to, including the price signing up to, including the price

:22:06. > :22:08.you pay. But too often that's just you pay. But too often that's just

:22:08. > :22:09.you pay. But too often that's just not happening. In the past few

:22:09. > :22:10.not happening. In the past few not happening. In the past few

:22:10. > :22:11.months, the big mobile chains have months, the big mobile chains have

:22:11. > :22:12.months, the big mobile chains have months, the big mobile chains have

:22:12. > :22:13.come under fire for failing to tell come under fire for failing to tell

:22:13. > :22:14.come under fire for failing to tell customers that prices can and

:22:14. > :22:14.customers that prices can and customers that prices can and

:22:14. > :22:18.customers that prices can and probably will rise in the middle of

:22:18. > :22:20.their contracts. their contracts.

:22:20. > :22:21.their contracts. The situation's got so bad that

:22:21. > :22:22.The situation's got so bad that The situation's got so bad that

:22:22. > :22:23.regulator Ofcom has been flooded regulator Ofcom has been flooded

:22:23. > :22:27.with complaints. They're even with complaints. They're even

:22:27. > :22:28.with complaints. They're even looking at changing the rules.

:22:28. > :22:28.looking at changing the rules. looking at changing the rules.

:22:29. > :22:29.looking at changing the rules. The mobile companies say it is in

:22:29. > :22:30.The mobile companies say it is in The mobile companies say it is in

:22:30. > :22:31.the small print of their contracts the small print of their contracts

:22:31. > :22:33.the small print of their contracts but their staff should be spelling

:22:33. > :22:34.but their staff should be spelling but their staff should be spelling

:22:34. > :22:35.but their staff should be spelling it out, too. So we've decided to

:22:35. > :22:35.it out, too. So we've decided to it out, too. So we've decided to

:22:35. > :22:38.check out whether they've cleaned check out whether they've cleaned

:22:38. > :22:40.up their act. up their act.

:22:40. > :22:41.up their act. up their act.

:22:41. > :22:42.up their act. We send sent one of our team on to

:22:42. > :22:43.We send sent one of our team on to We send sent one of our team on to

:22:43. > :22:44.We send sent one of our team on to the treats of Newport to see if the

:22:44. > :22:46.the treats of Newport to see if the the treats of Newport to see if the

:22:46. > :22:47.the treats of Newport to see if the shops are still at it. He went to

:22:47. > :22:48.shops are still at it. He went to shops are still at it. He went to

:22:48. > :22:49.shops are still at it. He went to four of the main providers and two

:22:49. > :22:50.four of the main providers and two four of the main providers and two

:22:50. > :22:51.biggest independent chains. I'll be biggest independent chains. I'll be

:22:51. > :22:52.biggest independent chains. I'll be checking whether they are telling

:22:52. > :22:53.checking whether they are telling checking whether they are telling

:22:53. > :22:55.checking whether they are telling him the truth. First is up Three

:22:55. > :22:58.him the truth. First is up Three him the truth. First is up Three

:22:58. > :22:59.which offers him a two-year deal which offers him a two-year deal

:22:59. > :23:00.which offers him a two-year deal which offers him a two-year deal

:23:00. > :23:10.for �28 Is that what it will be for �28 Is that what it will be

:23:10. > :23:20.

:23:20. > :23:21.That is a lie. Prices can go up and That is a lie. Prices can go up and

:23:21. > :23:22.That is a lie. Prices can go up and That is a lie. Prices can go up and

:23:22. > :23:23.he should be telling us. Instead he he should be telling us. Instead he

:23:23. > :23:33.he should be telling us. Instead he repeats the same lie about a

:23:33. > :23:34.

:23:34. > :23:35.repeats the same lie about a Essaying prices will definitely

:23:35. > :23:35.Essaying prices will definitely Essaying prices will definitely

:23:35. > :23:36.Essaying prices will definitely stay the same for the whole two

:23:36. > :23:37.stay the same for the whole two stay the same for the whole two

:23:37. > :23:40.stay the same for the whole two years and that's in the true. Not a

:23:40. > :23:42.good start. good start.

:23:42. > :23:43.Let's see where Everything Let's see where Everything

:23:43. > :23:45.Let's see where Everything Everywhere which owns Orange and T-

:23:45. > :23:47.Everywhere which owns Orange and T- Everywhere which owns Orange and T-

:23:47. > :23:57.Mobile fares any better. How honest Mobile fares any better. How honest

:23:57. > :23:57.

:23:57. > :24:07.Mobile fares any better. How honest will they be about potential price

:24:07. > :24:13.

:24:13. > :24:15.We asked him twice there and he We asked him twice there and he

:24:15. > :24:17.We asked him twice there and he still didn't tell us that prices

:24:17. > :24:19.still didn't tell us that prices can go up mid-contract.

:24:19. > :24:20.can go up mid-contract. can go up mid-contract.

:24:20. > :24:22.Next up, Vodafone, where we're Next up, Vodafone, where we're

:24:22. > :24:23.Next up, Vodafone, where we're Next up, Vodafone, where we're

:24:23. > :24:33.offered a �25 deal. Will they admit offered a �25 deal. Will they admit

:24:33. > :24:48.

:24:48. > :24:49.So Vodafone is the first shop to So Vodafone is the first shop to

:24:49. > :24:51.So Vodafone is the first shop to So Vodafone is the first shop to

:24:51. > :24:53.tell us that prices can go up. tell us that prices can go up.

:24:53. > :24:55.tell us that prices can go up. They've done pretty well there.

:24:55. > :24:56.They've done pretty well there. They've done pretty well there.

:24:56. > :24:58.They listed inflation and VAT rises. They listed inflation and VAT rises.

:24:58. > :24:58.They listed inflation and VAT rises. They listed inflation and VAT rises.

:24:58. > :25:08.They listed inflation and VAT rises. Not bad. Next O2 with a �27 a month

:25:08. > :25:24.

:25:24. > :25:25.But that's not true. Prices can But that's not true. Prices can

:25:25. > :25:26.But that's not true. Prices can change. O2's small print says they

:25:26. > :25:27.change. O2's small print says they change. O2's small print says they

:25:27. > :25:28.change. O2's small print says they change. O2's small print says they

:25:28. > :25:30.can go up once a year. We went back can go up once a year. We went back

:25:30. > :25:31.can go up once a year. We went back can go up once a year. We went back

:25:31. > :25:32.later to see if they'd tell the later to see if they'd tell the

:25:33. > :25:34.later to see if they'd tell the truth this time. That �27 is

:25:34. > :25:35.truth this time. That �27 is truth this time. That �27 is

:25:35. > :25:45.guaranteed, over the 24 months. And guaranteed, over the 24 months. And

:25:45. > :25:53.

:25:53. > :25:54.guaranteed, over the 24 months. And So now she is mentioning the price

:25:54. > :25:55.So now she is mentioning the price So now she is mentioning the price

:25:55. > :25:56.So now she is mentioning the price rises but she is in the making it

:25:56. > :25:57.rises but she is in the making it rises but she is in the making it

:25:57. > :26:00.clear that it can happen mid-- clear that it can happen mid--

:26:00. > :26:01.clear that it can happen mid-- contract. It's very confusing. Time

:26:01. > :26:02.contract. It's very confusing. Time contract. It's very confusing. Time

:26:03. > :26:04.to see how the big independent to see how the big independent

:26:04. > :26:05.to see how the big independent chains get on. First up Carphone

:26:05. > :26:15.chains get on. First up Carphone chains get on. First up Carphone

:26:15. > :26:20.

:26:20. > :26:21.Warehouse who offer us a pretty It may sound like a fixed price but

:26:21. > :26:22.It may sound like a fixed price but It may sound like a fixed price but

:26:22. > :26:24.their small print says prices can their small print says prices can

:26:24. > :26:25.their small print says prices can their small print says prices can

:26:25. > :26:26.chaik. We went back again later to chaik. We went back again later to

:26:26. > :26:36.chaik. We went back again later to chaik. We went back again later to

:26:36. > :26:51.

:26:51. > :26:53.And that could happen. But why just And that could happen. But why just

:26:53. > :26:55.And that could happen. But why just mention VAT? There are other

:26:55. > :26:55.mention VAT? There are other mention VAT? There are other

:26:55. > :26:57.reasons. Inflation and rising costs. reasons. Inflation and rising costs.

:26:57. > :26:59.reasons. Inflation and rising costs. Once again, wear not getting the

:26:59. > :27:00.Once again, wear not getting the Once again, wear not getting the

:27:00. > :27:01.full picture. The last shop is full picture. The last shop is

:27:01. > :27:11.full picture. The last shop is Phones4U. What will their staff

:27:11. > :27:22.

:27:22. > :27:23.She clearly tells us that prices She clearly tells us that prices

:27:23. > :27:24.She clearly tells us that prices She clearly tells us that prices

:27:24. > :27:26.are fixed for two years and that's are fixed for two years and that's

:27:26. > :27:27.are fixed for two years and that's definitely not the case. That's

:27:27. > :27:28.definitely not the case. That's definitely not the case. That's

:27:28. > :27:29.really worrying. So it seems really worrying. So it seems

:27:29. > :27:30.really worrying. So it seems really worrying. So it seems

:27:30. > :27:33.honesty may not be the policy of honesty may not be the policy of

:27:33. > :27:34.honesty may not be the policy of many of Newport's mobile providers.

:27:34. > :27:35.many of Newport's mobile providers. many of Newport's mobile providers.

:27:35. > :27:37.many of Newport's mobile providers. Of the six stores we visited, only

:27:37. > :27:39.Of the six stores we visited, only one, Vodafone, clearly explained

:27:39. > :27:42.one, Vodafone, clearly explained one, Vodafone, clearly explained

:27:42. > :27:43.that prices could go up mid- that prices could go up mid-

:27:43. > :27:44.that prices could go up mid- contract. It looks like mobile

:27:44. > :27:45.contract. It looks like mobile contract. It looks like mobile

:27:45. > :27:47.contract. It looks like mobile phone stores need do a lot more to

:27:47. > :27:47.phone stores need do a lot more to phone stores need do a lot more to

:27:47. > :27:49.phone stores need do a lot more to clean up their act. What do the

:27:49. > :27:51.clean up their act. What do the clean up their act. What do the

:27:51. > :27:52.companies make of our finding?, companies make of our finding?,

:27:52. > :27:53.companies make of our finding?, well Three, Phones4U and Carphone

:27:53. > :27:54.well Three, Phones4U and Carphone well Three, Phones4U and Carphone

:27:54. > :27:55.Warehouse are holding their hands Warehouse are holding their hands

:27:55. > :27:57.Warehouse are holding their hands Warehouse are holding their hands

:27:57. > :27:58.up and say they'll talk to staff to up and say they'll talk to staff to

:27:58. > :28:01.up and say they'll talk to staff to make sure this doesn't happen again.

:28:01. > :28:02.make sure this doesn't happen again. Everything Everywhere, which owns

:28:02. > :28:02.Everything Everywhere, which owns Everything Everywhere, which owns

:28:02. > :28:04.Orange and T-Mobile say they will Orange and T-Mobile say they will

:28:04. > :28:06.Orange and T-Mobile say they will take action if they find staff

:28:06. > :28:07.take action if they find staff take action if they find staff

:28:07. > :28:09.aren't giving clear information to aren't giving clear information to

:28:09. > :28:10.aren't giving clear information to customers and O2 have apologised

:28:10. > :28:11.customers and O2 have apologised customers and O2 have apologised

:28:11. > :28:13.that price increases were only that price increases were only

:28:13. > :28:14.that price increases were only mentioned on our second visit after

:28:14. > :28:15.mentioned on our second visit after mentioned on our second visit after

:28:15. > :28:17.we repeatedly asked but say there we repeatedly asked but say there

:28:17. > :28:20.we repeatedly asked but say there are signs in-store. Well that's it

:28:20. > :28:21.are signs in-store. Well that's it are signs in-store. Well that's it

:28:21. > :28:22.are signs in-store. Well that's it for this week: if you want to us

:28:22. > :28:25.for this week: if you want to us for this week: if you want to us

:28:25. > :28:35.for this week: if you want to us look into anything, call or emay us.

:28:35. > :28:36.look into anything, call or emay us. Next week, the Charles Church home

:28:36. > :28:38.Next week, the Charles Church home Next week, the Charles Church home

:28:38. > :28:40.Next week, the Charles Church home where things go bump in the night.