many thanks for your reply and advice citizenB im gonna work on a letter for the local store for the morning

we have the original agreement for the tv but does not state anything about the so called termination fee when the wife spoke to the first guy he claimed it was a new fee thats just been introduced but whats really having me thinking if it was a new fee thats been introduced shouoldnt the head office know about this fee as well as the shop

could someone please help with some advise with brighthouse please firstly we have been on with brighthouse for quite a while and a while ago we got one f the new smart tvs but we have just found out our income is going to be changing drasticly and i idealy need shave quite a chunk off out outgoings for bills etc so today we had to call brighthouse to advise them we needed to send the tv back due to our income changes and could not afford it but this time was rather wierd they claimed before could send it back we needed to make an extra weeks payment on it ( even though we all up to date with them ) they claimed it was a weeks payment as a termination fee so this was the start of the carry on with them lol so as i was a wee bit confused with this new fee as they claimed lol i decided to call their head office but to my suprise the lady on the fone at head office asked if we were in arrears and i told her no as we upto date on payments and yet she was confused herself of what the termination fee was lol but never the less within 30 seconds of putting the fone down to head office we recieved a call from the local store and after explaining the situation to the guy on the fone he claimed dont worry bout the fee we will sort it so thought wasnt to bad but then within 10 minutes we got a call from the original guy who said the wife had to pay this fee and claimed head office had been on the fone regarding it but yet the wife explain she spoke to one of his colleagues and he said would sort it the guy didnt seem impressed and claimed he would be speaking to his colleague and we would still have to pay