Dispatches uncovers secrets about the mobile industry they would rather consumers not know.
The Mobile Phone Rip-Off
Business is booming for the mobile phone industry - the 66 million mobile phones in use in Britain outnumber the population by 10 million and netted profits of more than £13 billion last year. But as profits soar, so have consumer complaints - reaching record levels and making it one of the most complained-about industries.
Reporter Antony Barnett investigates these grievances and uncovers secrets about the mobile industry they would rather consumers not know. He meets salesmen from two of Britain's biggest chain of mobile phone retailers who describe how they sign customers up to expensive and unsuitable mobile contracts. Supported by confidential documents and testimony from the whistleblowers, Barnett shows how customers can be misled and confused, ending up paying too much for their phone bills.
Barnett also examines how the major mobile networks not only exert their power on the High Street but how they have used their close relationship with the government to try and keep some mobile costs high.
Salesmen from leading retailers tell Dispatches how they and their stores are paid secret commission to push certain deals and handsets. The programme raises serious questions about the stores' promise of offering customers impartial advice - a pledge that has helped see the outlets become two of the most successful High Street retailers in the country.
Dispatches explores the behaviour of the networks in what is fast becoming one of the biggest consumer scandals of recent times. Many mobile costumers have fallen prey to so-called 'cashback' deals in which customers are lured onto expensive contracts by offering cash refunds - making them appear incredibly cheap. But several of these schemes have failed; the retailers have gone bust leaving 150,000 people out of pocket to the tune of £25 million. Barnett meets some of the thousands of customers left struggling to pay for these expensive contracts - who are now being threatened with debt collectors and bailiffs hired by the networks.
Dispatches also highlights the hidden charges which the networks levy on our mobile calls that inflate both our mobile and landline phone bills. And with over 5,000 texts sent every second in Britain, the investigation also looks at the true cost of a text message. Dispatches conducts an experiment to show the actual price we pay for texts is surprisingly high.
Barnett reveals how the influence of the networks reaches beyond the high street - stretching to the heart of government. Confidential documents, first-hand testimony and emails reveal how the networks have launched powerful lobbying campaigns, securing the support of the government which has sided with the industry over some of the more exorbitant costs imposed on customers.