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HI, im new to this service so please bare with me. back in 2016 my partner signed upto brighthouse for a washer dryer combo, we paid £50 inital payment at the sign up and two payment of £30 a fornight there after. after a month had gone by and we still hadnt received the item in question we stopped paying. Shortly after this we had split and was going through courts for custody battle, so didn't have the time to chase this up In 2018 we got back together and decided to chase up the debt that brighthouse owes us, on febuary 22nd 2018 we spoke to a customer service agent who claimed to not be able to find my partner on their system. she then requested my details (in hindsight I wish id have never gave them) which I gave and was told they couldn't find me either which is no surprise. We waited until September of 2018 for a response, in which the woman who called and asked my partner for her personal information and ask for her permission to speak to me (which she gave) I was then told that the account was in my name not my partners (which should not be the case) the call lasted all of 2 mins from start to finish. after this call I rang in to discuss why the account was in my name and was told the exact opposite and that it was now in my partners name! I accused them of stealing my personal information and using it illegally and since then the account hasn't switched names again and it has stayed in my name they now claim not to have any information of my partners on their system ( despite having call recordings to prove this is a lie ) I have made multiple data access requests for all the call logs, a copy of the original agreement taken out in 2016 any and all information held in mine and my partners name all been ignored despite going about it legally and sending documents through e-mail (so I have a copy of all correspondence) and recorded delivery. The only aspect of which they addressed was the call recording and instead of giving me the full amount I requested I was given 3 from different points of my enquiry nothing more. I guess what im wanting to know is if there is anyone out there who has the same or similar experience with brighthouse if so have you any advice you could offer? oh I forgot to mention, according to brighthouse records I made 2 payments not 3 and the amounts don't come close to what I actually paid. they are stating I paid £23.10 and £10.78 which is BS as I never pay anything in pence I always pay up to the pound. Myself and my partner have both asked for her account information, and have been met with excuse after excuse and the claim that she doesn't have one despite being told otherwise on multiple occasions.
Complaints to the Financial Ombudsman Service since the end of 2013 to date, number 27 of which 21 have been upheld. On a lot of the complaints, BH has failed to respond to the FOS which I think shows their contempt not just for their customers, but for authority as well. This says that if you are having a problem with BH whether it be shoddy goods, (a settee stuffed with towels instead of foam in one case), if you get no satisfaction with a formal complaint to BH, then make a complaint about them to FOS. BH have never denied repeated nuisance calls or sending men around to customers houses who are having a problem or who have a complaint. If the adjudicator considers a customer should be compensated, (and it has many many times), then BH will be ordered to pay out.