Brighthouse...More Lies?

[mbalmer]

I went in to Brighthouse today to pay my account up to date and also to remove the OSC on my two items.

 

We have a tendency to go into arrears every now and then and end up paying late fees, but we always end up paying.

 

we were told by the assistant manager (the manager was not present) that we couldn't stop OSC as it was contractural

and it was also optional for them as it gave them different repossession options.

 

We gave her a letter (made up from the template on here) stating we were giving seven day's notice and asked her for a receipt for it but she refused.

 

We asked her to write us a note stating she'd received the letter but she refused.

 

She asked us why we wanted to cancel the OSC and I said because it costs too much and we could get a manufacturer's extended warranty for a lot less.

She said that this would invalidate our agreement as the items remain property of BH and have to be repaired by them.

 

She also told us that we could not cancel the policy purely on the basis of affordability.

 

They then said that because we are often in arrears, we couldn't stop the OSC policy,

but the manager would assess it and decide.

 

I picked up their OSC leaflet and read the paragraph on the back about our right to cancel, but this didn't make any difference.

 

I know that most of this is spurious rubbish, but what about the point regarding manufacturer's extended warranties?

 

BTW, the links on the fact sheet to the DLC, OSC and general terms and conditions don't work.

 

Thanks.

[dx100uk]

total GARBAGE

 

quiter honestly i'd get that all in writing and send it to the OFT

 

as for extendend warranty

 

you dont need that EITHER SOGA covers you.

 

i like the comment about BH ownign the stuff too.

 

its correct

but try and get them to REPAIR IT, they deny all knowledge

 

riceless!!

 

dx

[citizenB]

Oh dear, yes, looks as though there is an assistant manager somewhere that might need retraining ?

[citizenB]

BTW, the links on the fact sheet to the DLC, OSC and general terms and conditions don't work.

 

Are these links on our site ?

[mbalmer]

Yes, the links to the T&Cs are on the Brighthouse Fact Sheet page (I can't post the link). They lead to a dead virgin media page.

 

TBH, their lying to me and treating me like an idiot has peed me off and now I'm thinking of reclaiming my OSC and late fees from them. They sent me an annual statement for each item recently and it shows for the two 27 instances of them charging me £3.50, that's nearly £100.

[havinastella]

Yes, reclaim them all with their interest rate!

[havinastella]

If it's this link it works for me

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?138012-BrightHouse-OSC-and-DLC-Terms-and-Conditions

[mbalmer]

No, that link for the DLC and OLC terms page works, but the links that are externally hosted to the actual docs themselves do not work.

 

As far as reclaiming OSC goes, the basis for my claim would be that the first time I missed a payment on it the policy lapses as per their terms (in their leaflet). Therefore, any OSC payments they have taken since then are wrong and should be refunded. Is this correct? Has anyone successfully sued them for OSC charges?

[dx100uk]

yes they have coughed both.

 

use an SOC and DONT forget the interest they charges on them too.

 

 

This fourth spreadsheet is useful in calculating a regulatory based compound interest award for PPI on a Revolving Credit Account. Not all statements are required for this sheet because it will work out the compound interest on the PPI payments you do know about. It will not work out the additional 8% interest, to do that you will need spreadsheet three above AND all of your statements.

 

FosCISheet v101.xls

[citizenB]

mbalmer, have left a message to see if someone can fix them

 

I think I see what has happened. Apparently we werent hosting the links - they had been scanned and linked by one of the contributors to that thread.

[Bright House Customer Serv]

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.

[MARTIN3030]

The member has not got enough post count to use the pm facility,so one of the site team will ask and relay it to you.

[mbalmer]

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.

 

Thanks for the response. I can't PM, so I'll respond here. The store in question was the main branch on S****horpe High Street. My wife was quite upset by how rude the assistant manager was and left the shop before she lost her temper, particularly at the refusal to give us a receipt for the letter. She, like I, is a professional person and so she was well aware that we were being told a pack of lies and was somewhat incensed by the generally rude attitude of the person in question. This despite me warning her, based on my reading of this site, that the shop would be resistant to us exercising our rights under the agreement.

 

I too was disappointed that the store felt it necessary to blatantly attempt to deceive us. I had hoped for better, and to be honest, their lies are what made me read the conditions of the OSC in more detail and to realise that it has been illegally collected since it first lapsed. I am hoping that you can also arrange this refund for us.

 

Thanks.

Edited August 29, 2012 by mbalmer

[MARTIN3030]

Thanks the filter has partially blocked the store name,since the missing letters are in the swear filter.

[Bright House Customer Serv]

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

[IdaInFife]

Brighthouse rep - can you not deal with this for the mbalmer rather then calling the general customer services number?

[Bright House Customer Serv]

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

[MARTIN3030]

I think the meaning was if our member calls the number indicated,then will you be dealing with it ?

[IdaInFife]

or if the member emails me with their contact details i can pass this on to you if you can then contact them?

 

can email me: [email protected] (no spaces)

[Bright House Customer Serv]

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.

[mbalmer]

So we got a visit today from our friendly neighbourhood Brighthouse collectors.

 

I was out so they harassed my wife at the door,

threatening to call the police,

shoving a foot in the door and claiming they had a right to be on our property.

 

They bit off more than they could chew as she soon saw them off the doorstep,

but they then proceeded to tell our neighbours what awful people we were and to discuss our private business in front of them.

 

Fortunately our neighbours have had previous dealings with BH,

so they were ok with it and helped to get rid of them.

 

This type of behaviour seems typical and a little rude when I reckon they owe us money for collection of OSC payments!

 

I'll be sending the "don't call us and don't visit" letter tomorrow and I guess I should actually speak to the Customer Services Director above. Ho hum.

Edited October 10, 2012 by MARTIN3030

[dx100uk]

thats amazing.

 

so since the 29th of august

and knowing which store it was

 

the memo has still not gone out

to tell the staff at that store they are NOT BAILIFFS!!!

and that they have NO RIGHT OF ENTRY

 

dx

[bellamafia75]

thats amazing.

 

so since the 29th of august

and knowing which store it was

 

the memo has still not gone out

to tell the staff at that store they are NOT BAILIFFS!!!

and that they have NO RIGHT OF ENTRY

 

dx

They are complete idiots .... I complained via email

On there website. She stopped the calls and doorstep

Collectors. Thanks to the advice I shoved in the email

From these threads... Its been weeks I havent paid a penny

And ive heard nothing ... They said this is the last week

We will take a reduced payment so I stopped paying

Tough.... They fxxed it up for them selves...

[citizenB]

So we got a visit today from our friendly neighbourhood Brighthouse collectors.

 

I was out so they harassed my wife at the door,

threatening to call the police,

shoving a foot in the door and claiming they had a right to be on our property.

 

They bit off more than they could chew as she soon saw them off the doorstep,

but they then proceeded to tell our neighbours what awful people we were and to discuss our private business in front of them.

 

Fortunately our neighbours have had previous dealings with BH,

so they were ok with it and helped to get rid of them.

 

This type of behaviour seems typical and a little rude when I reckon they owe us money for collection of OSC payments!

 

I'll be sending the "don't call us and don't visit" letter tomorrow and I guess I should actually speak to the Customer Services Director above. Ho hum.

 

This is absolutely disgraceful. You should be making a complaint to the OFT and Trading Standards for your area.