Bright House Termination fees

[stewart19701]

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

[citizenB]

Do you have any contract / terms and conditions ?

[stewart19701]

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

[citizenB]

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

 

Then I imagine that they are unable to apply the fee. It is irrelevant that they "have just been introduced".. you should have been made aware either in the original agreement/terms and conditions.. or if varied, they are obliged to give you notice of , I think, at least 30 days.

 

IMHO, I would put in writing that your intention, due to circumstances, is to cancel the agreement you have with them. As there is no mention of a termination fee in your terms and conditions and you have not previoiusly been advised in writing with due notice of any such fee being introduced, then you are not prepared to pay this sum.

 

And yes, if this is a recent variation to the terms, then almost certainly you would expect their Head office to be aware of it.. because letters should have been sent to all customers advising of this.

[stewart19701]

many thanks for your reply and advice citizenB

im gonna work on a letter for the local store for the morning

[citizenB]

Do you want to pop it up for us to review before you send it ?

[Bright House Customer Serv]

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

[MARTIN3030]

Hello Teresa,thank you for your presence.

What I am sure our members would really like to know is whether there is indeed any termination fee,in what circumstances such a fee would become payable,whether the fee if there is one is fixed ?

Or how it is calculated ?

Your reply to this would be appreciated and avoid further confusion.

If you fail to do this,I need not remind you that this will undoubtedly be raised again.

Our members have better things to do than call your customer services,when to all intents and purposes,The CAG gave BH account status here on the understanding that you would address members questions.

[MARTIN3030]

The silence is deafening.

Come on Bright House-is this ask so difficult ?

[bigshoes...bigsocks]

The silence is deafening.

Come on Bright House-is this ask so difficult ?

 

you're wasting your breath unfortunately Martin.