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Hello, I have 2 different questions to ask please:


Firstly, my mum has 2 items with BrightHouse, one mobile and one 'smart ' computer.

She returned home from a weekend's holiday yesterday to find her home has been burgled and both items have been stolen.

Her contents insurance won't pay out as she is a couple of weeks in rent arrears

and the insurance is through the council tied in with the rent.


She's in total shock a the moment as the home was completely trashed and is loathe to go in a

nd speak to BH due to finding their customer service appalling in the past.


She took both items out in Nov 2011 and has service cover on the computer but not the phone.

She has reported the burglary to the police so has a crime ref number;

where does she stand with BH and having to still pay for the items?

She still has a year to pay on them, at least, but can't find her contracts at the moment as her filing cabinet was emptied

and all paperwork ripped/ruined or simply left in disarray.


Secondly, my partner took out 4 items with BH before we got together;

a tablet in Jan 2011,

an Ipad in June 2011,

an Iphone and

a computer in December 2011.


These items have been given away as presents to family members for birthdays and christmasses

(I know, he's an idiot. but there we go)


When we got together, his weekly payments were £70 a week.

He is on benefits due to being too ill to work and is long-term signed off sick.

His benefits are literally £72 a week.

Surely BH would have needed to see an income sheet before agreeing to him taking out the items in the first place????


He was under pressure from BH, phone calls, home visits, aggressive and threatening behaviour in the street etc,

when we got together and I eventually couldn't take it any more,

went in to BH store and said he can't afford the payments

what can we do to have them reduced.


Stupidly, I agreed to take them on in my name to reduce them to £40 a week.

This is still far too high a payment for us to afford per week,

and includes service cover on 3 of the items.


At present he is/we are 2 weeks late in payments and getting up t 8 / 9 calls a day from BH,

with voicemails left, some of these as early as 8.15am.


I am 36 weeks pregnant and booked in to be induced next monday,

in a wheelchair with pregnancy complications with a 17 month old daughter a

nd clearly need as much rest as possible.


The store manager, Kelly, knows this, having seen me in the street a few times in the wheelchair, yet they still are constantly calling.


I have written to the store explaining that the payments are too high and I can offer a reduced payment of £20 until I am back in work,

I have sent this also by email to head office email address on the website, and had no response from either,

just continued phone calls. I know t wont be long before they turn up at the door demanding repossession of the items.


Can you advise on the best course of action please?

I have found your letter template requesting service covers to be removed completely

and would be happy to send them that,

but if there's any further advice / information that could be offered first that would be great.

Many thanks

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  • 4 weeks later...


I hope all will be well with yourself and your family soon.


Regarding the phone calls and home visits, simply tell them in a letter / email that you do not wish to receive phone calls from them and you do not wish to receive any home visits from them. As far as I know, they are under a legal obligation to comply with your wishes! Inform them that you will only deal with them by way of letter. They must write to you via letter should they wish to contact you!


If they then turn up at your door, you should then call the police via 999 and state that you have already informed them that they should not call upon you and that in your opinion they are breaking the protection from harassment act (this law says nobody should cause you alarm or distress)

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sorry you got missed


if you have DLC they should be covering the loss of the items

and no further payments need be made on the stolen items

as that why they insist on it


i'd also look at reclaiming all the OSC + interest charged


please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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