On the week President Trump takes office for his second term, the First Lady, Melania Trump, has launched her own cryptocurrency. Professor Rachel O’Dwyer, expert in digital culture, explains why high profile people are doing this, and what the attractions and risk are for consumers. We keep in touch with David and Hilary, who are waiting for work to begin to repair their family home after a burst pipe forced them to move out.

If you have a story or experience you want to share email cfb@bbc.co.uk

Listener Pat got in touch to see if the team could help her get a refund from an airline. Pat had done everything she could, but couldn’t get an answer or any progress, she could even get to speak to anyone. Producer Daniela drew the short straw and joined the queue, listening to the dreaded hold music.

And, they say the customer is always right, but anyone who works in retail knows that’s not always the case – if you have a customer service nightmare experience you want to share, we want to hear it. Send them in to cfb@bbc.co.uk

How confident would you be dealing with an insurance claim if something went wrong with your car or at home? David, Hilary & son Luke didn’t feel confident when a leak was found in their home and enlisted the help of a claims management company. That was nearly a year ago, and the family still have no idea when they’ll get back home. Holly meets David at the house to find work hasn’t even started, while producer Daniel asks the insurers and claims management company what caused the delay. Insurance expert Malcolm Tarling explains the role of claims management companies in the insurance industry.

If you have a story or experience you want to share email cfb@bbc.co.uk

Listener Seán tells Holly about his experience buying a bed for his son. They already had a mattress so just bought the frame, which had storage accessed by lifting the mattress. When it was delivered they discovered the mattress they had was too light to keep the frame down, but when they contacted the shop they didn’t get the response they hoped for. Chief Inspector of Trading Standards in Northern Ireland, Damien Doherty, explains Seán’s consumer rights.

If you have a story or experience you want to share email cfb@bbc.co.uk

Holly speaks to Emma, a music lover who thought she’d hit the jackpot when a friend of a friend advertised some Oasis tickets on social media. But it was a scam and she lost hundreds of pounds. Another listener, Sue lost hundreds too when she thought an artist she followed had contacted her offering her the chance to buy some of their work. If you have a story or experience you want to share email cfb@bbc.co.uk

Holly & the team investigate why the Department for Communities, which manages benefits in Northern Ireland, rejected Mark’s attempt to update his mother’s address when she moved to residential care. The result was an overpayment of her benefits, which the family may now have to repay, and a GDPR breach when letters were sent to an old address. Expert Rachael Jeffers attempts to make sense of what happened.

If you have a story or experience you want to share email cfb@bbc.co.uk

Holly hears from CFB listener Rosie about her experience of a branch falling on her car while driving on a busy road. As Holly learns, it’s not a clear cut case. If you have a story or experience you want to share email cfb@bbc.co.uk

Hosts of the BBC’s When It Hits The Fan programme, David Yelland and Simon Lewis, lift the lid on public relations and reveal what happens when a programme like Consumer Fight Back sends an email to a press office asking for answers to a listener’s experience.

If you have a story or experience you want to share email cfb@bbc.co.uk