Dispute over a mobile with Brighthouse.

[roseyredder]

Hi,

 

My partner purchased two iPhone 4s last year at same time.

the man in shop put them both on same agreement at £20 per week.

we have a few other things also and have never really had a problem until now.

 

In the summer months (can't remember which month but it may of been July.)

my partner had a problem not being able to pay full amount so was told to go in on the Sat morning

and they'd sort the agreements out so we didn't have to get into arrears.

 

he did and signed new agreements.

 

it was only last week I happened to check the receipts and noticed we've been paying for a 3rd iPhone which we've never had.

 

He went in today and said they'll go through the agreements when they had time and he was going to ring them at 5pm today.

they said they've looked at agreements and he did sign an agreement along with others.

 

they said it was July we purchased it.

this is not true but they have an agreement he has signed.

 

We can honestly say we have only two iPhones along with other things.

 

I have a receipt from end May showing this 3rd one wasn't on there.

 

I just don't know how to sort this out as we know for a fact we've purchased nothing since may and that was a playstation.

[Conniff]

You drop a letter to the 'Rip-Off' department and say that you have a receipt for two phones and that you want a refund for all payments made on some phantom

third phone refunded, you can copy the receipt to them, but keep that original in a safe place.

[citizenB]

You really need to keep any further communication regarding this situation in writing - you can take it in to the store or send it to their Head office - but it MUST be in writing.

[roseyredder]

when my partner had a problem paying during summer months

they then made up new agreements to which he signed (hence different agreement no's now compared to originals)

 

I'm just wondering if the person doing these new agreements when printing out seen we had two iPhones at £20 and thought that was for one not two..

.which then put us down as 3 phones when that is wrong.

 

I'm wondering if they keep a copy of all receipts when signing a new agreement as that should give a date and who done it for this phantom phone.

 

we spoke to them today but they are insisting an agreement was signed and has my partners signature on it.

 

its how can I prove we only have two and not 3

[citizenB]

Well for sure they should be able to provide you with the number of this other telephone ?

[dx100uk]

ask them for details of ALL the phones they think you have

 

they will have IMI etc etc listed

 

dx

[Jason BrightHouse Web Rela]

Good Morning Rosyredder

 

I am sorry to hear that it seems overpayments may have been made in regards to an additional mobile phone and I would like to help to get this matter resolved for you.

 

Therefore, I kindly request that the account holder can email our Customer Relations team (customer.relations@brighthouse .co.uk) with their relevant account details so that we can locate the account and put in place measures to resolve this to their satisfaction.

 

In the email, please can the account holder confirm the account name, address, and the store the account is held with including any relevant details relating to the matter that may help with the investigation.

 

Please quote the reference F0677805 - with CAG Forum in the subject line – and once we have received this email we can respond accordingly.

 

Please can you also update this thread with any updates you receive regarding the matter.

 

 

Many Thanks

 

Jason

Web Relations Team

[sillygirl1]

At least Jason hasn't asked them to make telephone contact - and from previous posts he has made he seems a bit more pro-active than Anne-Marie, their other rep.