Episode 23 X-Ray

Have you been ripped off? Conned? Or just short-changed? We're here to

fight for your rights. At the end of their tether.

Spotting the latest scams - and making sure you make the most of

your money. It was ?6,500. Where were we going to get that? Exposing

the rogues, confronting the conmen - we're here to help you fight back.

Ring T-Mobile with a simple query and end up paying hundreds of

pounds. What is going on? Obviously, putting in my card details over the

Internet and he could also see the digits I was putting in for

passwords to do with my bank account.

The disabled bathroom which wasn't quite what they'd hoped for. It

doesn't fit through the screen. Not at all.

And why isn't the price on the ticket the price you pay? I'm

investigating booking fees. Lots to come tonight, including a

major victory for laser eye surgery patients. But first, I'm in Merthyr,

home to this EE call centre. Now when you ring somewhere like this

you expect to get some help - what you don't expect is to be put

through to a different company that rips you off.

They're one of Britain's biggest mobile phone brands - part of the EE

family with hundreds of stores across the UK. And an adverting

campaign, where hundreds of people take part in big events, to show us

that "life is for sharing". Of course, when it comes to your

personal details, there's a limit to just how much you'd want to share.

T-Mobile customers Valerie Provence from Dinas Powys and Mark Baylis

from Merthyr Tydfil both had problems with their phones. I was

trying get photos off the phone and onto the computer, it wasn't

working. I wanted to access some maps on my phone and they asked me

to input a security code. Both called T-mobile - who couldn't help.

They were told to speak to the manufacturers. T-Mobile put Valerie

through to phone makers Alcatel. They gave Mark a number for iPhone

makers Apple. So two different problems, two different companies.

But what happened to Valerie and Mark during these calls has a very

familiar ring to it. Just minutes into the calls both Valerie and Mark

were given some worrying news by the technician on the other end of the

line. He said the problems weren't being caused by their phones but by

criminals hacking into their computers. I started to feel really

worried and I was feeling rather confused and he kept talking so I

didn't have much time to think. I felt like OK, I'd better fix this

straightaway. He said, ah right, this problem hasn't just affected

you phone it's also affected every other device that's connected to the

wifi. He then asked me to download some software allowing them to have

remote access onto my computer. That meant the technician