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Share your dilemmas and get honest opinions from other Mumsnetters.

To be so cross that I have been scammed out of nearly £300

106 replies

SuedeEffectPochette · 16/11/2013 17:05

Renewing a passport. Clicked on a link of what I thought was the official website. Paid £70 a passport. And there are four! And all they did was fill the form in. So cross. Hoping my credit card provider will refund otherwise I will be having to go to the County Court. Miserable me. No one can afford to lose that amount of money TBH I can afford more than most but I can't be the only poor soul who has fallen for this. So angry that somewhere out there other people are victims too, and maybe can afford less than me......

OP posts:
TheWorksopEggFairy · 16/11/2013 22:05

How long ago did you do this? I got caught out by a similar site but the terms and conditions stated the right to cancel your order within 24 hours which I did and got a full refund.

squeakytoy · 16/11/2013 22:08

I would say it says quite clearly on that link that it is not an official passport site.

SoupDragon · 16/11/2013 22:14

You have to scroll a fair way down to see that it's not the official site - whilst it is then clear that it is charging you for nothing, it is clearly designed to deceive people.

SoupDragon · 16/11/2013 22:16

You have the right to cancel your order for services within a statutory 7 working day cooling-off period except where the provision of such services commences within the cooling-off period. In these circumstances your right to cancel under this provision shall end as the said service will have deemed to have been provided.

So, you can cancel provided they haven't started filling in the form Hmm doesn't seem like a proper cooling off period to me but I don't know.

AnnieLobeseder · 16/11/2013 22:20

These sites are so annoying, and even though I knew they were out there and looked really hard to make sure I went to the "correct" site when renewing DD2's passport this year, I still somehow ended up on one of the wrong ones and ended up paying out.

Luckily I realise just after I submitted and emailed them asking for a refund, which they issues without argument.

But they shouldn't be allowed, especially when they look so much like th official site and you still get taken in even when you're actively trying to avoid them.

ilovepowerhoop · 16/11/2013 22:22

the 'gov' website suggests you can get a refund under distance selling regulations within 7 days of receiving the item (i.e. not 7 days within making the order itself)

from here

HyvaPaiva · 16/11/2013 22:28

The site has - on it's homepage in large, red letters, not hidden - a list titled 'Services offered by us that the Government site does NOT provide'. It states its admin fee and is clear that the Government site is 'free of charge'. Sorry about this situation for you, OP, but it's very clear that it isn't official and it's fees are not hidden. I'm not sure that you can call it a 'scam' by them. It was mistake made by not reading the full homepage.

thecapitalsunited · 16/11/2013 22:28

I think the Distance Selling Regulations only apply to goods not services. They don't apply to tickets either iirc.

nancerama · 16/11/2013 22:29

When my mother was caught out, she did a google search, and this "scam" site was the top option, named "Official UK Passport" or some such. When she clicked on the google link, she was redirected to half way down the page, skipping most of the warnings and statements about this not being the UK site. It's not illegal, but they deploy some very clever tactics.

OP, I have PMed you with the email address to direct complaints. Good luck.

2rebecca · 16/11/2013 22:43

I posted a thread in travel advice on this as my husband nearly got caught and he's tech savvy. Google has now put "ad" under the con artist websites but that wasn't there a few days ago when we nearly got caught.
If you look at the passport UK webpage you have to scroll down to see that they aren't the official website, there's nothing about that on the first screen page and you can check on "apply now" without scrolling down, and they make it look as though the government one is more expensive as they only mention a charge if you go straight to the government site.
The sites have improved in the last fortnight but i'd be happier if they all said clearly in big letters "This is not the government site and there is an extra charge for using our service" at the top of all their web pages. Also google should but the gov website at the top.

winklewoman · 16/11/2013 23:10

The site actually has a link that takes you straight through to the free government site. I really do not think you can call this a scam.

SoupDragon · 17/11/2013 07:51

I'm not sure that you can call it a 'scam' by them. It was mistake made by not reading the full homepage.

Of course it is. They have deliberately put the information low down on the page so that the first (and often only) thing you see is a link to start the process with no further information. It is deliberaetly not made clear on what looks like the full homepage that this is unofficial and that they will be charging you £70 to fill in a form.

The page is deliberately designed to mislead thus it is a scam. The information lower down on the page is purely there for legal reasons - that doesn't mean it is not a scam. I would also say with 99.99999% certainty that the testimonials are fake.

Where in this information does it mention that the fee is not the fee for the passport? If it were not deliberately designed to scam people of their money it would say here that the passport office would be charging the usual fee for a passport. Funnily enough it doesn't.

Our service provides you with a virtual passport application service via HM Passport Office. This service exists to assist people who are eligible to complete a passport application online.

We will assist you in the online completion of the necessary application form for HM Passport Office. Once you have completed the easy online form, we will thoroughly analyse and check your application for any oversights or missing information prior to submitting it to HM Passport Office.

When the process is complete, HM Passport Office will transfer the information provided onto specially adapted forms and return it to you in a hardcopy format. You will receive these pre-printed forms by post and will need to sign and date them prior to returning them to HM Passport Office for further processing.

Our aim is to ensure that your passport application is successfully completed and submitted within a 24 hour period and a printed submission form sent back to you by HM Passport Office within 48 hours.

SoupDragon · 17/11/2013 07:53

The site actually has a link that takes you straight through to the free government site.

After seven links to their own form. Even then the link to the genuine site says

HM Passport Office website

Your application will not be checked. You will incur HM Passport Office fees.

What does that imply to you, given there is no mention of fees on any of the sites own previous links?

CinderToffee · 17/11/2013 08:23

To be entirely fair, that particular site makes it less crushingly obvious than some that it isn't the official site. Some of the others I looked at when I first read this thread say it right at the top!

On the other hand, it has been fairly well known for a while that these sites are out there: stories like this one come up periodically in the press. It's also not THAT hard to figure out that it's not the government site, and I think the excuse that you'd have to read the whole homepage to do that is a bit of a feeble one. If I was expecting to shell out the best part of £300 I'd be making damn sure I'd understood what I was spending it on before committing. It's not as if the information is buried in the middle of an 87 page T&C document - it's right there on the front page.

In addition, it looks nothing like a government website and it isn't at at the government domain. I can see that it is phrased in such a way as might catch out the unwary, but I think it's a case of "buyer beware" really - all it takes to work it out is a bit of time and thought, and it's your responsibility to provide that.

SoupDragon · 17/11/2013 08:31

It is deliberately designed to catch people out. That is a scam in my book.

I am internet savvy and would not get caught out by this. People like my parents may well do - thankfully they are wary of the internet and would use an old fashioned form for something like this. It is designed to catch out those who are less well informed.

I suspect those defending it would feel differently if, say, their parents had been caught out by it.

SoupDragon · 17/11/2013 08:33

it has been fairly well known for a while that these sites are out there

Well, I only know about them from Mumsnet and knowing what the official government domain is.

it looks nothing like a government website and it isn't at at the government domain

How would you know what the official government site looks like and what the domain is if you've never seen it? Confused

SoupDragon · 17/11/2013 08:34

I honestly can't believe that anyone thinks this is defensible.

CinderToffee · 17/11/2013 08:48

I just think that it is ultimately my responsibility to check these things out a bit. If I Google (other search engines may vary) "passport renewal" I get:

Three links to scam websites, but they are separated out at the top and clearly marked as adverts. It doesn't take a rocket scientist to figure out that it's a good idea to avoid, or at least be very cautious about, the links marked as adverts.

The next four links real links are all links to the actual government website. The fifth link is to a news story in the Guardian about scam websites.

So you actually have to try quite hard and ignore a couple of warning signs to get to a scam website in the first place. Then you have to ignore all the evidence on the site that suggests this isn't the official government website, and agree to hand over the money.

I don't think these things should exist - they are immoral if not actually illegal. But it doesn't take much effort or attention to find out that they do exist, and I think we all have a responsibility not to be too credulous on the Internet.

Indith · 17/11/2013 08:56

I almost got caught out by an ehic a bit ago. The sites are terrible, usually above the official ones on Google and look so genuine. Isuppose they are genuine they just don't make clear that they are a checking service. It was as I got to the bit where it asked for payment and said to dh 'when did they start charging for ehic?'That I realised they hadn't started charging.

nancerama · 17/11/2013 09:36

In my opinion these sites take advantage of people who aren't regular users of the internet, often older people.

To use my mother, as an example again. She uses the internet most days to check email. She doesn't eBay - doesn't understand it, so avoids it, but regularly shops with trusted brands. She's used to searching for Marks and Spencer or John Lewis and clicking the top link on a page. She rarely googles for information because she doesn't know what she might find.

People like her are so conditioned to clicking the top link on a page that they don't realise it's an advert.

The government don't help by having a different look and feel to every official site, so you rarely get a feeling that an unofficial site doesn't look right.

When you fill in a paper passport form, do you read every single word on the form, and all the instructions, or leap straight in with the information? Having sat in a room with 12 other people filling in DBS forms recently, I observed that every other person in the room got stuck in with a pen and they all had to re submit their forms when they came back with errors.

These sites prey on the trust and good nature of others. They serve no useful purpose.

Don't get me wrong, I was furious with my mother - she's an avid Watchdog viewer and Daily Mail reader and must have read about these scans a million times, but the people who set up these sites know how people think and behave online and deliberately set out to profit from it.

fifi669 · 17/11/2013 09:41

DP paid £60 for a free driving licence form from a scam site and he's not an idiot. No one would pay that for someone to fill out a form for them, unless they were being misled as to its intentions.

I think they prey on the fact that everyone is so busy that we see a link and click right through without stopping.

DrinkFeckArseGirls · 17/11/2013 10:18

Any website co.uk is not a government website but a private company.

IAlwaysThought · 17/11/2013 10:24

I pretty sure you can get your money back.

IAlwaysThought · 17/11/2013 11:18

If you haven't done so already, send them an email immediately say that you were confused by their website and thought you were using a government.co.uk site. Tell them you want to cancel your contract immediately.

I am almost certain that they will give you your money back. Although, it may depend when you submitted your application.

honestpointofview · 17/11/2013 11:28

Personally I do not think it is a scam. It seems clear to me. However you might be able to get a refund on a technicalty. The Consumer Protection (Distance selling) regs do apply to most services. Reg 7 requires some information being provided re cancellation Failure to provide that information gives you the right to cancel even if the service has already been provided. Having followed the legislation through (you have to keep cross referencing) I think your claim would fail because it looks like this service falls into an exception at reg 9 but I need to look again. At the least you could argue reg 7 and see what that brings.