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The team investigate the shocking saga of an energy customer whose payments vanished and was left waiting for a £3,000 payout after two ombudsman rulings in his favour. The energy ombudsman is held to account in the studio and explains exactly what providers’ obligations are. Also on the programme, the companies getting it wrong when it comes to supporting their bereaved customers. And the case of the missing iPad – how the team stepped in to help the woman who received an empty box instead.