HiCan I ask your wife to call our Head Office customer relations team again please on 0800 526 069 and we'll try and resovle this. We think we know what the store is talking about but we just want to make sure you're aware of all your option.Teresa

HiPlease be assured we do not have a furnace. As mentioned above, goods returned to us are refurbished, if possible, and sold as 'quality refurbished' items. Electronic items that cannot be refurbished are, if possible, recycled. We do not send anything electrical to a furnace and I'm sorry you were told this.Also, phones and laptops returned to us are subject to data cleansing as part of their refurbishment process, to ensure all personal data is removed.

HiPlease be assured, I am doing what I can to help themiz. Our general advice is always either talk to the store or call customer services. We will look at the individual circumstances and give appropriate advice. If I go beyond that advice on this forum and give specific advice on themiz's particular circumstances, I am breaching the Data Protection Act. I can't comment on how other firm's act in this situation, that's not my place. I can only comment on my behavior and that of BrightHouse, and in these circumstances, I do not think I can go beyond the advice I've already given. To add though, the customer service team has been briefed to keep me udated on this case.

HiAs you will understand, I can't go into details of anyone's account in an online forum. I'm sure if themiz called the head office customer services helpline, they would be able to talk through the options available. We will do all we can to help.

Either myself or one of my team will deal with the call. I sit with the customer relations team and have let them know of this incident. Or if it they want to contact me via the suggested email route, that would work too.

Hi themiz - I'll ask the customer relations team to look or your email and we'll contact you about this.

HiUnfortunately not, I need to speak to either Mbalmer or his wife to go through our identity and verification processes.

Hi mbalmerIf you (or your wife, whover it is who has the account) can call our customer service line today on 0800 526 069 we'll endeavour to sort out this issue. I am very sorry your wife was upset.Teresa

Hi, I'm the Head of Customer Service for BrightHouse. Can you send me a PM please with details of the store this happened in please and we'll look into it. I'll also arrange for your OSC to be removed.