I need help very fast. I've only been with brighthouse for a 10 weeks and i have a television an a laptop from them. I finished work recently and had to claim benefits, but while the claim went through i missed 2 weeks payments. I have explained why and have offered to pay it in 2 halves but they are not interested in, in part payment they want it all. This has resulted in another week being missed as they are refusing that too. I have asked them to cancel the insurance on the items but they wont, even though i have home insurance, they say i signed a contract and i cannot get out of it.

Now, over the last 2 weeks i have 98 missed calls and 6 home visits. I wont answer my phone, because i know i cant pay it, and they won't listen. Last night the manager came to my house with a van and another man (big, bouncer type lol) and said he wanted the laptop, i refused and he said if full payment is not made today, they will be back at close of business today. THey both smirked at everything i said and were very arrogant.

My 11 year old boy has just answered the phone while i was in the bath and they told him to tell me to have the tv & laptop ready for 5 o clock, as they are collecting them. 10 minutes later, they called my neighbour who was a reference, and told her the same. I feel so humiliated.

AS i have explained to them, i am still able to afford the payments, its the arrears, i am struggling with. I dont want them to collect the goods, and i am scared to open my door or answer the phone.

Can anyone advise me what i am best to do here as i have worked myself up into a right state.

Sorry no one seems to have answered - I've only just come online. It may be a bit late.

This explains your rights Debt Factsheets - How to deal with Hire Purchase debt

BrightHouse do have the right to seize goods under these conditions even though most reasonable HP lenders would not as you can afford the regular payments.

If they are in any way agressive or threatening - call the police

They cannot enter your house to seize goods, and if they want to go all the way, you will have paid the arrears before they can get that done.

This may help:

Brighthouse Fact Sheet - Consumer Wiki

Hi

Sorry I haven't been online today...

BrightHouse absolutely CANNOT repossess their goods forcibly from your home. They can, however, "seize" them if they are in a public place. Unless you willingly provide access, they can only reposses if they have a court order.

Are you in receipt of a written default notice? If so, the law allows you (at least) 7 working days to "put matters right" or to come to an arrangement with BrightHouse.

Of course, BrightHouse (although now, supposedly, an open and transparent company) will not negotiate reduced or part payments.

I am hoping you have prevented BrightHouse from seizing their goods today. If so, you would be really well advised to read through our BrightHouse factsheet (link in Michael Brown's post) and tackle the store on Monday. Be armed with facts, and fully understand your rights.

If you get nowhere (which is what usually happens) refer to head office.

Please keep us posted.

Cheers

Lefty

I'm a little concerned that the OP has not returned to this thread. I do hope it's not because BrightHouse successfully intimidated her enough into allowing them to repossess the goods - and, as one of them was her computer, it looks possible!

I was actually beginning to think that, perhaps, BrightHouse HAD actually cleaned up their act a litte, seeing as there had been no new posts on this forum in almost 3 weeks - particularly after the "official" comments received from company secretary, David Harwood recently.

So how about we let HIM answer the OP's post...

 

I need help very fast. I've only been with brighthouse for a 10 weeks and i have a television an a laptop from them

 

“…It is BrightHouse company policy that all of our customers and prospective customers should be consistently treated openly and fairly. Accordingly, BrightHouse operates a transparent and responsible business, and takes great care to ensure that company policies and procedures meet all regulatory and statutory requirements.”

 

I finished work recently and had to claim benefits, but while the claim went through i missed 2 weeks payments. I have explained why and have offered to pay it in 2 halves but they are not interested in, in part payment they want it all.

 

“…If a customer should fall behind with their payments, BrightHouse works closely with them to help get their agreement back on track. Our stores have a weekly relationship with each customer and are, therefore, well placed to help them get their payments under control. In certain circumstances the store manager is empowered to reschedule any debt that has accrued to the end of the contract.”

 

 

This has resulted in another week being missed as they are refusing that too. I have asked them to cancel the insurance on the items but they wont, even though i have home insurance, they say i signed a contract and i cannot get out of it.

 

“…Customers fully understand their rights and obligations under the agreement. The terms and conditions are fully explained to them before they sign the contract. In addition to the purchase of goods through a Hire Purchase contract, customers may choose to take advantage of Optional Service Cover. This cover is optional, and the customer has the right to cancel it at any time.”

 

 

Now, over the last 2 weeks i have 98 missed calls and 6 home visits. I wont answer my phone, because i know i cant pay it, and they won't listen. Last night the manager came to my house with a van and another man (big, bouncer type lol) and said he wanted the laptop, i refused and he said if full payment is not made today, they will be back at close of business today. THey both smirked at everything i said and were very arrogant.

 

“…The BrightHouse policies regarding debt collection are fully compliant with the Consumer Credit Act and with the OFT guidelines regarding the collection of debt.”

 

My 11 year old boy has just answered the phone while i was in the bath and they told him to tell me to have the tv & laptop ready for 5 o clock, as they are collecting them. 10 minutes later, they called my neighbour who was a reference, and told her the same. I feel so humiliated.

AS i have explained to them, i am still able to afford the payments, its the arrears, i am struggling with. I dont want them to collect the goods, and i am scared to open my door or answer the phone.

Can anyone advise me what i am best to do here as i have worked myself up into a right state.

 

"...In the meantime I would like to assure you that it is our company policy that all of our customers and prospective customers should be treated fairly. It is my experience, that by and large, store managers and other

colleagues in our stores act in the spirit and intent of this policy..."

And, if BrightHouse are monitoring (which is VERY likely), we are delighted to see their new open, transparent and fair policy towards their customers is working just fine!

Cheers

Lefty

That has to be one of the best posts on this whole board Lefty.

I think it shows, without a doubt, that there are two different sets of rules at Brighthouse, one for the politicians that open their new centers and one for the customers.

Very well put together, has to be a click for that.

I agree with you Conniff. It really is well put together Lefty!

I hope the member managed to sort out the problems, but as Lefty as said, it's a little concerning there's been no follow up post