Brighthouse query

[themiz]

I have quite a bit of stuff from Brighthouse most of it is over 1/3 paid.

 

I never had any problems paying them and always on first name basis with my local store.

 

However Saturday i got a letter saying my jobseekers allowance was going to be sanctioned as apparantly i didn't show up at my work programme.

I did show up but they're taking their word over mine.

 

I am making a application to apply for hardship payments which isn't very much.

 

The question is would Brighthouse allow me to pay £30 during my 26 week sanction instead of the £140p/m i normally pay (i know its a lot but its a lesson well learnt).

 

I'm concerned about contacting my store about this after reading the horror stories about how brighthouse wont help and will come and collect the stuff.

 

The items i had are essentials except for the pc but that has personal stuff on it.

 

Any help would be greatly appreciated thanks.

[dx100uk]

firstly

 

BH are NOT BAILIFFS they have NO LEGAL RIGHT to collect the stuff.

and no legal right to enter your property AT ALL.

 

yes tell them what you are going to do

 

thre not alot any of your creditors can do about it.

 

not got their stupid insurance etc etc have you?

 

dx

[themiz]

Hi thanks for quick reply.

I do not have any osc from BH as i think the items have a 12 month manufacture warranty on them and the fridge and freezer have 5 years.

 

I didn't take out their insurance either as my insurance provider confirmed that hire purchase goods were covered in my plan

they also wrote to brighthouse to confirm it too

but Brighthouse were happy enough with the documents i provided.

[citizenB]

You should advise your situation in writing to them. That way there can be no misunderstanding in verbal communication

[themiz]

I have contacted customer relations via e-mail.

The e-mail will be backed up as evidence if needed.

 

I'm only 1 day late paying and already they have been on the phone to my references.

Surely this isn't allowed at this stage?

 

Also i'm a bit worried that they'll harras me at home too.

 

I have requested in the e-mail that no visits to my home are to be made and also asked them to remove my references contact details.

 

In the e-mail i have made the offer of £30p/m i will keep you updated although i have a feeling i'm in for a very bumpy ride.

[Bright House Customer Serv]

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

[themiz]

A quick update Brighthouse have refused my offer not suprisingly really.

[dx100uk]

great what after the rep got involved?

 

dx

[themiz]

Yes it was after the rep commented here.

 

They tried to get me to return my nintendo wii which was fully paid off in May

 

I've sent them another e-mail telling them i'm paying the amount i've offered and they are not to visit my home

if they do i will call the police and trading standards.

 

I've also told them they are to remove all details of my references too.

 

I've pointed out that i have seeked advice both legally and via the CAG site too.

 

Just awaiting their response now i'm expecting a knock at the door tomorrow but i simply will not answer.

[dx100uk]

no i'd answer the door

 

tell them leave my property else the police will be called.

 

company rep are here to ASSIST in resolving issues

not just palm things off to the already existing company in house team.

 

i would pay what you have advised by YOUR internet banking site.

 

you have more than tried to mitigate your current financial situation and be fair.

 

stuff 'em!!

 

dx

[themiz]

Think i will do that DX100uk

as you said i have tried to resolve the situation in a fair way and have offered to make some kind of payment.

 

Let them take me to court if they have the guts to all e-mails i sent are backed up and will be used as evidence if needed.

 

They say on their adverts they pride themselves on customer service.

Yeah right

 

i'm in same situation with Greenwoods

they responded to my e-mai i sent their customer service and are more than happy to accept the offe 0f £10p/mr i made them

and i owe Greenwoods a lot more than i owe Brighthouse.

 

Why can't Brighthouse be like that?

 

I've also pointed out in the e-mail as i am on jsa/hardship

i am classed as vulenerable and they are not by law allowed to pressure me.

 

I will call up customer service every month and pay the £30 from my pre-paid debit card If i only keep the £30 on it BH can't try and take anymore then.

[citizenB]

Hmm, so they have refused your offer of payment and are demanding an item that is fully paid off, be returned to them ! What reason do they give for that little idea !!

 

Some information for both themiz and the Brighthouse Rep !!

 

 

The OFT has stated 'it is a basic principle that creditors cannot refuse to

accept payments from a debtor. If we receive evidence of a creditor

operating a deliberate policy of refusing to accept debtor created

repayments plans to the point where it is causing more detriment we may view

this as an unfair business practice'

[Bright House Customer Serv]

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.

[sillygirl1]

Typical customer service rep response.... telephone and we will do all we can to help.... yes help frustrate the process.

 

At this stage everything should be in writing so a clear trail is kept of the process.

 

The DWP cannot sanction you for 26 weeks for a first offence, they are the worlds worst record keepers and you really need to provide them with the evidence they clearly need, that you DID show up for the work programme when instructed to do so and that they are in the wrong and have caused you actual real and proven hardship.

[dx100uk]

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.

 

why not other reps do?

just dont name the person here

it is quite ok to discuss the problems

 

after all thats WHAT consumer forums are for.

 

to advertise HOW customers are wronged and HOW you resolve the issues.

 

any parrot can continually say go to this phone line or this email and tell us.

 

the idea of the REP Status here is to GIVE HELP and show your company wants to resolve issues

openly & fairly.

 

dx

[MARTIN3030]

themiz,you need to put your proposals in writing,keep a copy and send recorded delivery.

You can include a summary of your situation,and their response to your proposals so far.

 

Ask them for a copy of their complaints procedure (which you are entitled to) and remind them of their duty and obligations as holders of a CC licence.

 

Put them on notice that if they fail to accept your offer of repayments (which is realistic given your financial situation) that you will be contacting your local Trading Standards Office.

 

You should address the complaint to any of the following,who are all named individuals on BH CC licence.

 

Andrew John Parkinson David Anthony Poole David John Harwood Giles Matthew Oliver David Joseph Leo McKee

 

Caversham Finance Limited T/A BrightHouse

5, Hercules Way, Leavesden Park, WATFORD, WD25 7GS

Edited September 6, 2012 by MARTIN3030

[pandipie]

can i suggest you download a copy of the office of fair tradings guidelines on debt collection for consumer credit agreements its an interesting read.

 

Im not sure brighthouse as a company are aware of it though!!

they seem to break every one of the guidelines!!

[Bright House Customer Serv]

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.

[sillygirl1]

One would have thought that as the original poster has posted about their problem in detail on an open forum then data protection does not come into it - especially if the original poster agrees that their resolution can be posted as an example of 'exemplar' or 'outstanding' co-operation from a company with an already tarnished reputation for NOT doing things 'properly' when their sometimes already disadvantaged customers experience even more of life's disadvantages.

[Terri30]

Good luck with sorting bright house I have not had much luck yet 8 weeks ago my laptop went off for repair every week I have asked for an update and have been lied to everytime for last 2 weeks I was told can not be repaired but was look for 1 the same value by the assistant manager then Wednesday I went back in for progress and the manager who had been on holiday for 2weeks said they don't know where it is and I should not of been told it can not be repaired and I got impression he thinks I'm lyin well when assistant manager is back we will see who is lyin I have now been told they have found it and gonna find out when it will get back to store I have complained twice to the customer service department with no luck I'm annoyed that I have been lied to and and writing a complained letter to head office anyone got any better advice

[themiz]

To be honest @brighthouse rep Brighthouse already breached Data protection by discussing my account with my references and the call was recorded.

 

It's been 3 days now and still no response from the e-mail i sent to customer relations.I prefer using e-mail as i have a habit of losing letters and as my e-mails are backed up onto both the providors server and my own cloud storage i feel this is the best form of communication. As i said in my e-mail the offer i offered was a final offer if you refuse it then its your problem not mine i've tried to be reasonable.

 

You can't get blood out of a stone. As stated in my e-mail if you so much as drive into the carpark of my property i will contact the police and trading standards and BBC Watchdog.

 

I will not be bullied i was raised to stand up to bullies and stand my ground and that's what i'll do.

 

The store itself is great but i'm trying to nip this in the bud before it spirals hence why i contacted Brighthouse directly rather than faff around in the store as nothing ever gets resolved in stores. The proof of that is on numerous forums.

 

As i said your choice accept my offer or take me to court i'm sure the courts would gladly make you accept a lower offer.

Edited September 11, 2012 by citizenB
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[themiz]

PS i'm quite happy for my case to be discussed on these forums so as i have witnesses to what Brighthouse say. Also be aware CCTV is in operation in the block i live in.

[themiz]

I must say Brighthouse customer relations are excellent. NOT.

Nearly a week now since my last e-mail to them and they still have not replied i take it they don't want paying then?

[DonnaDay]

I can't believe the amount of money they actually charge. I bought my TV from there and I am still paying off the now. The TV cost £695 and the total repayable was £1234. I wish I had just saved the cash.

[themiz]

A quick update. I still haven't heard back from Brighthouse , no-one has phoned me , visited me , the store hasn't even wrote to me. It's been over 3 weeks since i made a payment

No response to my e-mail or my letter which was sent via recorded delivery.

I phoned up cs to be told they dont know what's going on either.