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Dom meets the homeowner receiving bills from two energy companies at the same time. The customer is at her wits' end after one company demanded payment even though she had switched to another provider. Dom also meets the customer who couldn't believe her eyes when she opened her energy bill - it seemed to have shot up for no apparent reason two years after she moved into her new home.

Dom finds out how one woman was left almost penniless when telephone banking let her down and learns just what happens when discount vouchers actually end up costing more.