:00:00. > :00:13.Have you been ripped off? Conned? Or just short-changed? We're here to
:00:14. > :00:15.fight for your rights. At the end of their tether.
:00:16. > :00:22.Spotting the latest scams - and making sure you make the most of
:00:23. > :00:26.your money. It was ?6,500. Where were we going to get that? Exposing
:00:27. > :00:38.the rogues, confronting the conmen - we're here to help you fight back.
:00:39. > :00:49.Ring T-Mobile with a simple query and end up paying hundreds of
:00:50. > :00:55.pounds. What is going on? Obviously, putting in my card details over the
:00:56. > :00:58.Internet and he could also see the digits I was putting in for
:00:59. > :01:00.passwords to do with my bank account.
:01:01. > :01:07.The disabled bathroom which wasn't quite what they'd hoped for. It
:01:08. > :01:10.doesn't fit through the screen. Not at all.
:01:11. > :01:12.And why isn't the price on the ticket the price you pay? I'm
:01:13. > :01:20.investigating booking fees. Lots to come tonight, including a
:01:21. > :01:25.major victory for laser eye surgery patients. But first, I'm in Merthyr,
:01:26. > :01:29.home to this EE call centre. Now when you ring somewhere like this
:01:30. > :01:33.you expect to get some help - what you don't expect is to be put
:01:34. > :01:40.through to a different company that rips you off.
:01:41. > :01:44.They're one of Britain's biggest mobile phone brands - part of the EE
:01:45. > :01:53.family with hundreds of stores across the UK. And an adverting
:01:54. > :02:01.campaign, where hundreds of people take part in big events, to show us
:02:02. > :02:04.that "life is for sharing". Of course, when it comes to your
:02:05. > :02:11.personal details, there's a limit to just how much you'd want to share.
:02:12. > :02:14.T-Mobile customers Valerie Provence from Dinas Powys and Mark Baylis
:02:15. > :02:19.from Merthyr Tydfil both had problems with their phones. I was
:02:20. > :02:22.trying get photos off the phone and onto the computer, it wasn't
:02:23. > :02:26.working. I wanted to access some maps on my phone and they asked me
:02:27. > :02:30.to input a security code. Both called T-mobile - who couldn't help.
:02:31. > :02:35.They were told to speak to the manufacturers. T-Mobile put Valerie
:02:36. > :02:41.through to phone makers Alcatel. They gave Mark a number for iPhone
:02:42. > :02:45.makers Apple. So two different problems, two different companies.
:02:46. > :02:51.But what happened to Valerie and Mark during these calls has a very
:02:52. > :02:55.familiar ring to it. Just minutes into the calls both Valerie and Mark
:02:56. > :03:00.were given some worrying news by the technician on the other end of the
:03:01. > :03:03.line. He said the problems weren't being caused by their phones but by
:03:04. > :03:09.criminals hacking into their computers. I started to feel really
:03:10. > :03:13.worried and I was feeling rather confused and he kept talking so I
:03:14. > :03:18.didn't have much time to think. I felt like OK, I'd better fix this
:03:19. > :03:21.straightaway. He said, ah right, this problem hasn't just affected
:03:22. > :03:30.you phone it's also affected every other device that's connected to the
:03:31. > :03:33.wifi. He then asked me to download some software allowing them to have
:03:34. > 9:56:38remote access onto my computer. That meant the technician