Me & Brighthouse - hounded bad

[vicky87]

I have had exactly the same problem.

http://www.consumeractiongroup.co.uk/forum/showthread.php?445881-Brighthouse-banging-on-my-door-early-morning-amp-late-at-night-help&p=4735055#post4735055

 

I was taken into hospital around 3 weeks ago,

I was on a fluid drip,

no end of bloods taken to try and find out what was wrong with me.

 

 

The colllections agent was knocking sometimes 6 times a day despite knowing I was in hospital.

He even knocked on my neighbours door.

He called at 8pm, I have 2 young kids, 2 year old and 10 months who were obviously in bed at that time

..and he doesnt knock like a normal person,

he knocks as if hes trying to knock the door down..

 

 

My partner was even more stressed as he was having to settle 2 young kids for the second time that night as well as worrying about me.

I don't see any reason at all to call that late as the shops close at 6pm and I dont think the collections agent can actually take a payment himself..

 

the harassment (IMO) continued and I felt I had no choice but to call the store.

I was not meant to leave my bed at any point as I was feeling really faint and stuff everytime I stood up

and at that point they still didn't know what was wrong.

 

 

I had to ask the nurse to remove my fluid drip so I could call the store manager,

who said something along the lines of 'We hope you get better soon, can your partner not use your debit card to pay the arrears'.

 

 

He was pushing and pushing for a date when I would be out of hospital and I didn't know really,

the doctors had mentioned I may be able to go home the next day or the following morning, depending on what my test results were..

I said I couldn't really commit to a date but told him I MAY be out the next night. I said I would call the store as soon as I was released

 

One day, the collections agent didn't come.

The next day he was back banging on the door as apparently I had broken a commitment to pay

as I had assured the manager that I would be out...bull.

 

 

My test results came back that day and I had a low platelet count or something which was causing the fainting spells.

I am severely anemic to begin with so I assumed that was what they meant.

At one point there was talks of me possibly needing a transfusion so I'm sure you can understand, I was ****ting myself :S

 

My dad came in to visit me and informed me that the collections dude had been back again, and again, and again.

8am one day...nearly every time he came too (though this will be purely coincidence) my baby was asleep and was woken terrified by the ridiculously loud banging.

 

Again, I felt the need to try and stop the harassment of my family, I asked for my drip removed again, and the nurse asked me why.

I explained to her what was going on. She was disgusted that it was happening and said I would be better trying to forget about it all

and staying put as apparently that day my blood pressure was all over the place too.

 

 

I ignored her advice and eventually made it to the payphone and called the manager.

.only to be told I had broken a commitment to pay and because of this the collections agent may come as often as he likes until I pay.

I hung up and broke down in tears.

 

 

It all just seemed so much to deal with, I was ill in hospital, meant to be on bedrest, yet was worrying about bloody brighthouse.

That day when my dad came in I asked him to go into brighthouse and pay for me.

He hit the roof.

He told me to ignore them completely as they had behaved atrociously and that he would help me when I got out.

 

Few days after that I was released with a load of iron tablets and told I had to get more bloods done in a few days. Me and my partner got a baby sitter for the kids and went to get my bloods done, then went for a meal as we hadn't really seem much of each other. When we got back, we were informed that a 'bald bloke' had been braying on the door 6 times over the course of the day again.

 

I seem to have sorted the problem with my fathers help, he helped me write out a letter froma template he had found to hand into the store

telling them that I consider it trespassing if they visit my property again and that I will (when I have the cash to do so) pay off my sofa in full.

.even though I dont think I owe anything on the sofa anymore but they reckon I do.

 

 

 

 

I will return the PS4 that I got off them on impulse for my cousins birthday (yes I know its stupid..) as soon as I can.

They were aware when I got it that it was not for me, and my cousins actually on his gap year between college and uni at the min and presently in Ghana.

 

 

He is due back in 2 weeks, but I'm worried he may extend his trip so again, I cant really commit to a date to hand the playstation back so I said that in the letter.

I told them that the cash I am going to owe for renting the playstation would be covered by the reclaiming of the unlawful late fees they have imposed on me for 2 years.

5.50 when the item I was buying was only 4 pound a week...so the late fees are more than the actual item.

 

I was happy to pay all of this, until they started behaving like... intimidating bullies.

 

 

I understand they have to collect arrears but going on like that while I was ill in hospital(which they knew about,

and I had assured them I would pay arrears in full when I got out, but apparently that wasn't good enough) is a complete joke.

 

 

In the letter I also requested account statements dating back to my first purchase so I can work out how many fees I will be claiming back,

I estimate it will be around 200 quid or so. I don't have the dlc to claim back as my product instead has '5 star service' which is DLC disguised IMO but nevermind.

I don't expect them to send staments though, I expect I will have to send in a SAR to force them to..

 

So yeah, sorry for hijacking your thread. I can PM you a copy of the letter I gave in, but you would have to tailor it to your own circumstances.

It will stop them coming all the time (or ever again, as its classed as trespass if they do after receiving it)

 

Others may have better advice, but this stopped the doorstep visits immediately and they are only allowed to contact me in writing now...let me know if you want me to PM it to you

[Bazooka Boo]

It is harassment and it is a criminal offence, and you need to be reporting this to your local trading standards and if it continues to your local police station.

 

If you have information that might assist the OP, then put it on the open forum, NOT in a PM.

 

As for discussing this over the phone with them directly, whilst it may lead to a 'speedier' resolution, unless you can record the call, then you will have no evidence and they will simply say one thing and do the exact opposite, just to get you off the phone.

 

If they are prepared to commit a criminal offence of harassment, I strongly doubt they will ever be true to their word, just like PDL companies, these BAYV and HP parasites need a damn good shake up, or closing down, they prey on the most vulnerable members of society, and I would gladly see them shut down.

 

And why does BH use an insurance company in Malta??

[vicky87]

It is harassment and it is a criminal offence, and you need to be reporting this to your local trading standards and if it continues to your local police station.

 

If you have information that might assist the OP, then put it on the open forum, NOT in a PM.

 

As for discussing this over the phone with them directly, whilst it may lead to a 'speedier' resolution, unless you can record the call, then you will have no evidence and they will simply say one thing and do the exact opposite, just to get you off the phone.

 

If they are prepared to commit a criminal offence of harassment, I strongly doubt they will ever be true to their word, just like PDL companies, these BAYV and HP parasites need a damn good shake up, or closing down, they prey on the most vulnerable members of society, and I would gladly see them shut down.

 

And why does BH use an insurance company in Malta??

OK sorry, just I was going to send the actual letter that I sent in and let the OP tailor it to suit herself. Will try and remove as much personal stuff as I can from it and just have a kinda basic template

 

 

Edited in:

 

Dear Sir/Madam

Account Ref

 

Please be advised that from 13/5/15 I will only communicate with you in writing. I have noted your repeated attempts to contact me by telephone/doorstep calls over the past few weeks and these have been duly logged by time and date.

 

Should it be your intention to arrange any more “doorstep calls”, please be advised that under OFT rules, you can only visit me at my home if you make an appointment and I have no wish to make an appointment with you.

There is only an implied license under English Common Law for people to be able to visit me on my property without express permission; the postman and people asking for directions etc.

 

Therefore take note that I revoke license under Common Law for you, or your representatives to visit me at my property and if you do so, then you will be liable to damages for a tort of trespass and action will be taken, including but not limited to, police attendance.

Yours faithfully,

I added in more personal stuff though I dont know if that helps or not, probably not as this should be enough to stop the harassment.

[citizenB]

OK sorry, just I was going to send the actual letter that I sent in and let the OP tailor it to suit herself. Will try and remove as much personal stuff as I can from it and just have a kinda basic template

 

 

Edited in:

 

 

I added in more personal stuff though I dont know if that helps or not, probably not as this should be enough to stop the harassment.

 

 

Vicki, it would not be possible for you to send message to OP as neither of you have sufficient privileges for this facility right now

 

It would be extremely useful if you could edit your letter and pop it on the forum, not just for the OP, but for other caggers.

 

 

I would also point out to Brighthouse, that once a person has said they do not wish to receive communication by telephone/text. The company is obliged to stop as further communication by that method can then be considered harassment and, this has been adjudged so in the case of :

 

Roberts v Bank of Scotland plc and another [2013] All ER (D) 88 (Jun) - Telephone Harrassment

http://www.bailii.org/ew/cases/EWCA/Civ/2013/882.html

[vicky87]

Vicki, it would not be possible for you to send message to OP as neither of you have sufficient privileges for this facility right now

Thats fine. I didnt realize this nor did I realize it was frowned upon to PM advice

[citizenB]

Thats fine. I didnt realize this nor did I realize it was frowned upon to PM advice

 

It isn't frowned on as such.. the point of CAG is that information is freely available to all caggers.

[vicky87]

The telephone bit I wasn't sure of, as my letter was only about doorstep visits as they don't have a valid number for me, so thanks for mentioning that

[citizenB]

[Jason BrightHouse Web Rela]

Good Afternoon Vicky87,

 

Thank you for your post.

 

I would firstly like to wish you a speedy recovery from your time that you were in hospital.

 

I would also like to apologise for the way you and your family were made to feel at a time where you were vulnerable and having difficulties making payments in store.

 

As advised to lisaleo, when an account falls into arrears, the store will contact you and visit your property to see if there is anything we can do to assist in bringing the account back on track and help with any situation that may occur. It seems in your situation you were able to resolve the visits to your property and we fully respect your request to have the visits stopped.

 

I would advise, as you request all correspondence to be in writing, to either email [email protected] or write to our Head Office. The address is

 

BrightHouse

5 Hercules Way

Leavesden Park

Watford

WD25 7GS

 

Please include your CAG username so we are able to reference your post and add this to the complaint.

 

Many thanks

 

Jason

Web Relations

[ashmk]

Please share your story with BBC Watch dog

 

https://ssl.bbc.co.uk/programmes/b006mg74/contact

[vicky87]

'the store will contact you and visit your property to see if there is anything we can do to assist in bringing the account back on track and help with any situation that may occur'

 

Thats just not true of my local store, can't speak for others.

I was a few weeks behind with payments a while back and I said I could pay the following friday in full,

and was told that wasn't good enough I had to make a payment that day.

 

 

The staff at my store do not care one bit about helping with any situation, they simply talk over you and don't listen to a word you say

while bleating 'full payment needs to be made today' over and over.

 

 

I was talked into doing a credit rewrite as I was told that it was not possible for the store to wait 4 days for my payment

...I have only just found out that a credit rewrite removes my 'protected goods' status.

 

I will contact that email address, however I do not hold out much hope.

I have previously contacted customer relations (was actually when I last got into arrears) as the collections guy was constantly at my door back then,

and customer relations assured me that they would put my account down as 'cease contact' until the regional manager spoke to me.

The guy kept coming, and the store told me they had had no contact at all from yourselves.

 

 

I called customer relations again who assured me that the system had been updated to say I had contacted you

and my case was being passed to the regional manager.

 

 

The store STILL sent the guy out, and when I went into the actual shop, again I was told by the manager that they knew nothing of my complaint

..and thats when I was talked into doing a rewrite.

 

So yeah, I will send in my story and also a copy of the full letter (incase the store 'loses' it) but I am not too hopeful that anything will be done.

 

Also thanks for the well wishes

[BazzaS]

 

 

As advised to lisaleo, when an account falls into arrears, the store will contact you and visit your property to see if there is anything we can do to assist in bringing the account back on track and help with any situation that may occur. It seems in your situation you were able to resolve the visits to your property and we fully respect your request to have the visits stopped.

 

Jason

Web Relations

 

Dear Jason,

I'm sure part of your job is making your firm look as good as possible.

 

"the store will contact you and visit your property to see if there is anything we can do to assist in bringing the account back on track and help with any situation that may occur" makes the process sound benign and aimed towards helping the customer in difficulty.

 

It seems from the descriptions given by 2 customers on this thread, and a number of other BH threads I've seen on CAG that the perception of the customers is not one of the process being benign, nor it being particularly geared to help.

 

I've no reason to doubt what they've said so: IF they are telling the truth, do you think a reasonable person of average fortitude would be caused to suffer "fear, alarm or distress" by such, and on more than one occasion?

 

IF so, what do you advise they should do if another episode occurs?

[dx100uk]

own thread created.

 

 

dx

[Bazooka Boo]

Vivcky, please please please make as much noise and complaints as you possibly can in relation to your dealings with BH,

if necessary inform your local MP & councillors as to the true nature of BH and the intimidation/harassment techniques they employ.

 

They only get away with this because consumers are too afraid to rock the boat and complain.

[marcus6]

Please share your story with BBC Watch dog

 

https://ssl.bbc.co.uk/programmes/b006mg74/contact

 

Thank you for that link (ashmk) i have just sent my story to them

[Conniff]

'the store will contact you and visit your property to see if there is anything we can do to assist in bringing the account back on track and help with any situation that may occur'

 

 

The staff at my store do not care one bit about helping with any situation, they simply talk over you and don't listen to a word you say

while bleating 'full payment needs to be made today' over and over.

 

 

 

 

Of course they don't. Notice how Jason at BrightHouse hasn't returned to respond to that bit. Harassment is their policy and they enjoy it, they can't deny it.

[Jason BrightHouse Web Rela]

Good Afternoon Conniff,

 

Thank you for your post.

 

At BrightHouse, we never employ bailiffs. We always try to contact customers in writing and by telephone to discuss and agree a way forward if you get into difficulties, but if for some reason we can’t make contact with you, one of our colleagues may arrange a home visit.

 

vicky87, I am sorry you feel your store have not been helpful or listened to you during your situation and I would like to assure you we take all allegations relating to the conduct of our representatives very seriously.

 

As vicky87 has been in contact with the Customer Relations department, the concerns have been brought to the attention of the Regional Manager.

 

Many thanks

 

Jason

Web Relations

[vicky87]

Yeah forgot to update sorry, currently in talks with the customer relations team/regional manager. Will see what comes of this. Have requested statements of my account for late fee reclaiming. CR person seems very helpful so far, though apparently it will take a while to resolve my complaint given that I want everything in writing rather than phonecalls (though I have been assured that calls to customer relations are always recorded...)

[Bazooka Boo]

OK, as long as you're making headway in the right direction, all good..

[p3t3r]

Good Afternoon Conniff,

 

Thank you for your post.

 

At BrightHouse, we never employ bailiffs. We always try to contact customers in writing and by telephone to discuss and agree a way forward if you get into difficulties, but if for some reason we can’t make contact with you, one of our colleagues may arrange a home visit.

 

vicky87, I am sorry you feel your store have not been helpful or listened to you during your situation and I would like to assure you we take all allegations relating to the conduct of our representatives very seriously.

 

As vicky87 has been in contact with the Customer Relations department, the concerns have been brought to the attention of the Regional Manager.

 

Many thanks

 

Jason

Web Relations

 

Shocking thread (as are other Brighthouse threads!)

 

Vicky - I hope that you are awarded a googwill gesture or compensation in respect of the way Brighthouse has treated you.

[vicky87]

An update on this,

 

 

still havent received statements I have asked for.

 

 

However have had no visits either and only one letter stating that I am in 10 weeks arrears a few weeks ago.

 

 

Not sure if I should just leave it or chase them up tbh,

 

 

as this arrangement works fine for me..

[Bazooka Boo]

Well if it were me, I would be looking at escalating the complaint, they have had 8 weeks + 2 on top to sort their mess out, and true to form,

they've failed.

 

So off to the FOS you go, and I do hope you've not taken out any of their useless product insurance?

 

http://www.brighthouse.co.uk/existing-customers/complaints-procedure/

[Conniff]

I know this is very serious, but this amused me

.... the collections agent may come as often as he likes until I pay.

 

So your in hospital, they know your in hospital and yet he says the above. I can just hear the job interview, 'are you thick?' response 'well I can lift fings', and the reply 'ok you've got the job'

 

There can be no other explanation for such silly behaviour.

[Jason BrightHouse Web Rela]

Good Afternoon vicky87,

 

Thank you for getting in contact again.

 

I apologise that you have not yet received the payment history that was requested from the Customer Relations team.

 

I have been in touch with them this morning and it is being re-sent to you today and should arrive early next week.

 

Many thanks

 

Jason

Web Relations

[Bazooka Boo]

Regardless vicky87, you can now escalate your complaint beyond BH's control, they have failed to rectify your complaint within 8 weeks, take it to the FOS, these parasites need shutting down along with all the other high street loan sharks and vultures who prey on the vulnerable.