brighthouse headache. please help

[grahamroo]

I think i am posting this in the correct place, if not please accept my apologies.

 

I have 4 items 2 of which are paid for in December this year and two were new taken out in march this year.

 

Unfortunately i lost my job two weeks ago and have been harassed ever since,

phone calls sometimes 10 times a day,

now i am ignoring my phone.

 

my wife had the misfortune of taking a call on the house phone from them and received bully boy tactics

such as ultimatums of paying by 5 30 or we will get your stuff,

 

my sofa is one of the new items and believe me if i could get rid and get a second hand cheap alternative i would

but its not that easy as i have no money and have 4 children who cant just sit on the floor waiting for a sofa to sit on.

 

I will be getting my first JSA payment this weekend do i give them the lot to get them off my back or a percentage of what i receive?

 

Any help or advice would be appreciated.

 

Thank you.

[Jason BrightHouse Web Rela]

Good Morning grahamroo

 

Thank you for raising this to my attention.

 

We always try to contact customers in writing and by telephone to discuss and agree the way forward.

 

With regards to the calls that you are receiving, it sounds like these are being made from our automated dialler. This notifies a customer that has missed their payment and allows them to be transferred directly to a store representative who will be able the discuss options available to help effectively manage their account.

 

If your BrightHouse account is in arrears, we’ll listen to your individual circumstances and then agree on the best course of action to help you get back on track.

 

We appreciate that our customers’ circumstances may change at any time. In order to make our customers experience with BrightHouse as smooth as possible; we take each customers circumstances into consideration and are committed to assisting all customers through any financial difficulties.

 

We take any incidents involving the conduct of our staff very seriously and if you have any issues when discussing your account with your local store staff, please email us with the full details at [email protected] with your reference number F0701171. Alternatively, if you would prefer to speak to somebody about this please give our Customer Relations Team a call on 0800 526 069 and we will be happy to help investigate this further.

 

We hope to hear from you soon.

 

Many Thanks

 

Jason

 

Web Relations Team

[dx100uk]

also don't forget to reclaim the useless DLC and OSC you've been paying all these years.

 

they are not compulsory & there is no legal basis

for them to be levied on a Hire Purchase Agreement

other than for these companies to make even more profit out of you

 

dx

[grahamroo]

how much of the DLC and OSC could i claim back? and how? sorry for all these questions i have to admit i am a bit of duffer at these things.

[renegadeimp]

There we go with the brushing off of the blame again. Jason,

 

go to your CEO and demand he starts retraining every single person in your company.

 

This is no longer isolated and indeed is very common practice in the vast majority of your stores.

 

Being part of BH's web relations team,

 

i thought that would have been the first thing youw ould do. Not simply give the shop a call and say

" oh crap, theyre on to us mate. better tone it down for a while.

Try and get them in store though so we can push another contract on them."

 

The above is 100% my own opinion, and seems to me that it is indeed pretty much what happens, especially with the follow ups, posters do on this site.

 

No business should EVER threaten their customers like Bh do, even if they suffer financial difficulty.

[dx100uk]

how much of the DLC and OSC could i claim back? and how? sorry for all these questions i have to admit i am a bit of duffer at these things.

 

you can reclaim every payment of them at their int rate.

[grahamroo]

Had 3 phone calls today, one this morning that my wife took and told them we have no money then 2 further calls after 5....if i have no money at 10 30 in the morning that is not going to change by 5pm, i am going to lose my temper at this rate. thanks for comments so far i will contact BH myself tomorrow with a bit more confidence after reading through the various threads on BH too

[renegadeimp]

If they call again, just hang up. Simple as that. Also, make sure you keep a log of all calls/emails so you can take further action for harassment. I would also inform the FCA as well.

[grahamroo]

first call of the day 10 05 ignored it, becoming tiresome now.

[renegadeimp]

Make a log. get as much info as you can, and we can help you get a full and formal complaint off. The reps on here can help you out, but it seems they do exactly as i stated in post #5

[marcus6]

first call of the day 10 05 ignored it, becoming tiresome now.

 

Next time! you take the call, tell them you know your rights! and that you are sending a letter to HQ, and also tell them unless they stop, you will also send a letter to FCA.

[renegadeimp]

Next time! you take the call, tell them you know your rights! and that you are sending a letter to HQ, and also tell them unless they stop, you will also send a letter to FCA.

 

Why do that? They wont listen to it or take any notes. Its better to just hang up and get a complaint in.

[grahamroo]

i had a visit this afternoon from man in a white van asking me about my account

 

he mentioned about taking my items into storage whilst waiting for payments as a possibility.

 

he was a guy who i have seen in store before,

 

to be fair he was polite and not confrontational

 

but again i explained i have no money to pay until my recently applied for benefits come through.

 

I was told i will be telephoned again tomorrow afternoon.

 

after that who knows what they have planned next.

[Jason BrightHouse Web Rela]

Hi grahamroo

 

At BrightHouse we don’t employ bailiffs. We always try to contact customers in writing and by telephone to discuss and agree the way forward. However, if we are unable to make contact with a customer, one of our employees may arrange a home visit to discuss the customer’s circumstances and agree on a course of action to help get things back on track.

 

As previously mentioned, your local store will be able to find a solution to suit your circumstances and an income and expenditure assessment will be carried out in the store to help determine the best way forward.

 

If you have tried to speak with the Store Management team and you are not happy with any aspect of the service you have received when trying to resolve your concerns, please do not hesitate to mail us with the full details at customer.relations@bright house.co.uk with your reference number F0701171.

 

Alternatively, please give our Customer Relations Team a call on 0800 526 069 and we will be happy to help you.

 

Many Thanks

 

Jason

Web Relations Team

[renegadeimp]

Same old rubbish they always spout. They really mean they will harass and bully youa s much as possible into resigning an agreement which then means you ar ebound under new terms, and a new contract which puts YOU in even deeper debt, and they make profit out of you.

[dx100uk]

if you get all your statements

 

and fill in the CISHEET

 

how much do you actually now owe

 

once all 'compulsory' insurances are refunded

or taken off the arrears?

 

 

dx

[renegadeimp]

OP, if you decide to speak to them in the store, be aware that they will try to harass and bully you into signing a new amended contract. REFUSE TO DO SO. This means you will be sigining up to a brand new contract which ignores what you have paid so far, and makes any insurances mandatory as they are outlined and incorporated into the total sum.

 

Read the forums, we have plenty of posts of people saying that BH tried to do just that.

[Guest Ann-Marie at BrightHouse]

Hi grahamroo

 

I just wanted to touch on some previous comments made on this and other threads that have not been completely accurate.

 

If you are experiencing financial difficulties and have fallen behind with your payments, the store can offer you a 'Re-write' - this means that any arrears on your account will be placed on the back of your agreements; so that your account is back on track and you can continue by paying your regular payment.

 

All monies paid will be transferred onto the revised agreement/s.

 

Kind Regards

 

Ann-Marie

Web Relations Representative

[renegadeimp]

Do NOT agree to a rewrite. They incorporate all the insurances into the main sum. They have absolutely NO need to rewrite an agreement. They just need to arrange a repayment plan instead. You know, the same as EVERY OTHER company does.

[kennythecelt]

Do NOT agree to a rewrite. They incorporate all the insurances into the main sum. They have absolutely NO need to rewrite an agreement. They just need to arrange a repayment plan instead. You know, the same as EVERY OTHER company does.

 

Agree entirely.

 

10 calls a day amounts to harassment.

 

Claim back these insurances and keep a diary.

[kennythecelt]

you can reclaim every payment of them at their int rate.

 

And remember this very important point.

[grahamroo]

Had a call this morning at 8 10, my wife took the call and was told i have until Monday to resolve the problem with either a re write which i still cant afford or pay the outstanding balance or they will collect my sofas, now my wife is upset certain that they will take them away. I wish i never got involved with these crooks in the first place.

[renegadeimp]

I want to know why they want to rewrite the agreement instead of offering a temporary repayment plan like other companies do.

[dx100uk]

they cant 'collect' anything without you letting them

 

get reclaiming.

 

dx

[renegadeimp]

The above is correct. If they send anyone round, dont open the door at all. Just tell them through the letterbox or window that if they do not leave, the police will be called. Once youve said that, just walk away into another room or upstairs and close doors behind you so you dont have to listen to their silly attempts to trick you.