When Tracey was suddenly hit with a large electricity bill in the same quarter that she had also had a massive power surge, she assumed the two were linked. But her electricity firm disagree, and Tracey is facing disconnection if she does not pay. Can Dom help resolve this dispute? Plus, Rani Price meets an industry insider who wants to tell us what really goes on in a call centre; and we hear how one animal lover took on her pet insurance firm and won.