brighthouse PENALTY charges

[hyperjase]

My partner's Brighthouse.

 

2 accounts, totalling £6.37. Missed a week's payment. Charges of £11. That comes under the description of unfair charges as it exceeds the amount of payment missed.

 

Manager utterly refused to remove despite the fact I've had previous charges removed for saying they're unfair (and before anyone says, SAME store). But then again this is the same store that had a manager signed OSC removal form and never removed it....

[SabreSheep]

Write a letter to their head office with the nornal template adabted for you demanding that the charge be reversed as it is an unlawful penalty charge etc.

Use horizon proof of postage at post office.

 

Give 14 days etc

[hyperjase]

Got me nowhere with my accounts (they never even bothered to reply), currently with FOS but 6+ months now, next step court

[SabreSheep]

Thats when you do the next step Letter Before Action, wait 14 days and file with court. FOS = waste of space.

I had a case against a bank. FOS sided with them. I filed court papers and they settled 100% before court.

[hyperjase]

Question is, for my accounts they owe me around £2500 (with interest increasing daily) - was yours just for charges or OSC and DLC as well?

[Jason BrightHouse Web Rela]

Good Morning hyperjase,

 

Thank you for bringing this to our attention.

 

I have raised your issue with the Regional Manager who will contact the account holder directly within the next 2 working days to discuss this further.

 

If you or the account holder would like to discuss your concerns further in the meantime, please contact the customer relations team on 0800 526069 and quote the reference number 102496.

 

Alternatively, please send an email to [email protected] with ‘CAG Reference: 102496’ in the subject line.

 

Many thanks

 

Jason

[hyperjase]

How do you know the account holders name? But in any event I'm not holding my breath as when I legally requested a refund from Brighthouse no one could be bothered to reply then.

[Jason BrightHouse Web Rela]

Afternoon hyperjase,

 

We are aware of your account details from your previous posts.

 

The Regional Manager is aware of your situation and will call the account holder.

 

If you wish to discuss this in the meantime with our Customer Relations Department, please call 0800 526069

 

Many thanks

 

Jason

[SabreSheep]

Afternoon hyperjase,

 

We are aware of your account details from your previous posts.

 

The Regional Manager is aware of your situation and will call the account holder.

 

If you wish to discuss this in the meantime with our Customer Relations Department, please call 0800 526069

 

Many thanks

 

Jason

 

Reccomend you demand all contact in writing as papertrail is key to issueing a small claims case for penalty reclaim.

 

What is said on the phone can be denied later

[SabreSheep]

Reccomend you demand all contact in writing as papertrail is key to issueing a small claims case for penalty reclaim.

 

What is said on the phone can be denied later

 

My case against the banks was for charges plus interest in restitution which for me was 29.99% ci on every charge.

 

you could justify any interest rate that they have been charging you.

[hyperjase]

I've emailed as it's more convenient that phone and there is proof through emails they can't deny they said.

 

I'd be more than happy with 8% on the amount they owe me, my request was never even replied to which is good for me as I can nail them in court. Not letting them get away with forcing unfair insurance on me, unlawful charges and mis-sold OSC.

[ericsbrother]

account trawl looking for £6.37 payments and penalties applied no doubt. If this is the case then Brighthouse can correct their errors and tell the account holder afterwards without the need for further discussion, other than an apology.

[hyperjase]

In any event, I got the amount wrong (pence not pounds) - but I have posted previously but never specific information only the branch we've found to be problematic (like a manager not honouring an OSC removal form which Brighthouse refunded with interest immediately knowing they were fully in the wrong). They also make it very hard to provide change of address details - we can only rent and Brighthouse insist on seeing copies of tenancy agreement. My previous store was absolutely fine with me emailing my agreement in for my account, my partners are just stubbornly ridiculous (refuse to accept anything via email and we struggle to get over there as I work and my partner has our 3 month old baby to look after).

 

Also very curious to find out how Brighthouse can explain why I've had previous charges removed but their "Deputy Manager" said this was impossible. But as with 99.9% of everything to do with Brighthouse, they'll never explain it.

[hyperjase]

And let's see if this Regional Manager actually does call ... I'm putting £20 on now they don't.

[Jason BrightHouse Web Rela]

Morning hyperjase,

 

I am sorry you have not yet received a call.

 

Just wanted to provide an update.

 

I have been in touch with the Regional Manager and he will call today on the mobile number which is on the account.

 

Many Thanks

 

Jason

[SabreSheep]

hyperjase

 

do not agree to anything over the phone.

 

Anything agreed must be in writing. Phone call contents are particularly unreliable anywhere. Unless of course you can record the call. Just inform them at the beginning the call is being recorded.

[hyperjase]

@JasonBrighthouse, someone called today and asked for me on the landline (I'm at work during the day). They will have to ring me on an alternative number which I won't give out publicly. I sent an email before the weekend to the Customer Services email address, if someone replies from that I will pass on the alternative number. But as SabreSheep says, nothing will be agreed over the phone, only in writing.

[Jason BrightHouse Web Rela]

Good morning hyperjase,

 

I am sorry for any delay that you may have experienced.

 

I understand the Customer Relation team have now responded to your email.

 

Please reply with the information requested and if you have any problems please keep me posted.

 

Best Wishes

 

Jason

Web Relations Team

[hyperjase]

Well, just had a call from the area manager, arguing they're fair and won't remove them.

 

Court it is.

[SabreSheep]

From now on I cannot stress how important it is to keep all communications in writing.

 

Please get peeps to check over your P.O.C before sending. Also peeps can help withthe template letter and letter before action.

 

What % apr do they lend money at? I would be looking at that % as interest in restitution.

 

Add on any court fees as they get paid etc as well

[hyperjase]

They now charge 64.7% apr but I've always been charged 29.9% but I was under the impression you could only ever request the standard of 8% per year.

 

But utter proof that they change the goalposts, I've had charges removed before for arguing. Obviously this Deputy Manager and Area Manager are desperate for extra income. Won't let this go either - will pursue it through the courts (yes even for £11).

[SabreSheep]

8% is standard interest normally awarded by a court under s69 of the county court act.

 

Interest in Restitution is where you receive some of the benefit they have enjoyed after taking your money unlawfully.. If their business Lends money and earns Compound interest then you can claim some of that benefit at similar rates.

 

In order to do that you WILL need to issue a small claims action following 2 letters including an LBA

[hyperjase]

Wow thanks, I'll give that a go, I have over £2000 in charges, mis-sold OSC and forced DLC insurance, I've only factored in 8%, it'd be a massive jump if it were 29.9%!

[SabreSheep]

Just remember small claims court limit is £10,000