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I wish I could turn the clock back before I decided to become one of their victims (sorry customers), lesson learned and hindsight is a wonderful thing.

 

I am having serious issues with Brighthouse which hopefully you good folk on CAG can help or advise me?.

 

Back in late October last year I took out a credit agreement for a mobile phone which at the time I could afford as I was working and weekly paid which meant Brighthouse was paid each Friday without fail,

 

 

fast forward to February this year I was laid off without warning/notice

- I went in to my local store and they agreed to give me time so that I could get myself sorted,

I was told that I would not receive any further phone calls (in a day during the supposed grace period I received 10/12 calls from my local store as well as calls from their Watford office)

 

 

last Monday I received a unannounced visit from one of their reps and a card was left asking me to contact my store.

 

I went back to my local store to ask to speak to a manager and was told no manager is available and the member of staff made me feel intimidated, I left the store to keep my cool rather then lose my temper.

 

I telephoned Brighthouse Customer Relations and I received a half hearted apology, I explained my situation to the agent and felt pressured and cornered in to a promise to pay the arears on my account which is over £90,

 

 

I reluctantly agreed to this but I knew I had little to no hope of paying this,

I was also told that telephone calls wlll stop but they could not guarantee that there will not be another visit by one their reps.

 

This morning the rep turned up again and I informed him that I am dealing directly with their customer relations team and not with their doorstep agents and that I will be sending the handset back to their Watford office as I will also not be visiting the store again after the way I was treated,

 

 

the agent offered to take the handset from me but but I stood my ground and told him again I will be returning the handset myself and at my own cost to their head office

 

At this point I asked him to leave but he started asking me questions as to what issues I had experienced in store and he also started getting a tad aggressive,

 

 

again I asked him to leave as I will not continue to speak to him

- at this point he said 'you signed a agreement in the store so you need to deal with them directly, I'm giving you until Friday at which point we will telephone you again and you will receive further visits'.

 

By this time I was getting more and more angry and decided to close the door,

the agent returned to his van where he remained for at least 10 minutes despite being asked by me to leave.

 

Now there is a twist to this,

according to one of our neighbours this agent was allegedly watch taking a photo of our property with his phone prior to driving away,

it also has come to light that the other agent who visited our property was spotted looking through our front windows, I was not at home at this time so I can't 100% verify this.

 

I have sent a complaint e-mail to Brighthouse customer relations this morning but have not had a reply, however I have spoken to a very help full lady via live chat at the FCA who has recorded my complaint and given me a reference/case number as well as a e-mail address for their Director of Compliance.

 

I now have sent their Compliance Director a Formal Complaint as well as a copy of my complaint to the Brighthouse CEO.

 

Whilst I await a response (hopefully) from them should I just sit tight or is there any further action I could take?.

 

Thanks in advance

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they are not bailiffs and have no legal powers WHATSOEVER.

 

i'm sure BH have already been FINED by the FCA for their agents unacceptable actions.?

 

block them on your phone and send it back.

 

any other things with them?


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Helo DX, thanks for your reply

 

No I don't have anything else [removed] thankfully, I did not know that Brighthouse had been subject to a fine from the FCA, though it does not seem to have made any difference.

Edited by dx100uk
behave - dx

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sending it back might not be the best method as itll leave you with a larger debt.?


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WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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Okay DX, what will be the best direction to go with this?, I don't really want to remain a customer of BH to be honest - not after what has happened.

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I believe there is a handback option on their website that states you wont owe anything more IF you hand it back?

 

 

can you got check?

 

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

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WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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Hi,

 

I am so sorry that you did not get the customer service that we pride ourselves on, I would like the opportunity to investigate this for you, can you please contact our head office on 0800526069 or alternatively email our customer relations department at: customer.relations@brighthouse.co.uk with your post code, full name, date of birth and local store please. I would advise that when you do contact our head office please reference your CAG reference number which is 324750, furthering this, if you chose that email is your best form of contact please put your reference number in the subject box.

 

Thank you.

 

Rahul

 

(Web Relations Team)

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ringing is fine, as long as it is recorded....

but I caution using any form of comms that is not written

so you have a paper record of it.

 

 

and please comeback to the forum to update us.

 

 

you DONT have to accept or believe anything you are told on the phone.

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

spreadsheets 

 

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Just to update you all,

 

 

about a month ago I checked my experian and clearscore credit reports and noticed that Brighthouse had recorded a default against my account even though I handed back the device to the store and was told that I would receive confirmation that there would be nothing further to pay and my account would be closed

- needless to say I never received any further communication from them and as per my e-mails went unanswered.

 

Back to the default,

I never received a default notice or notice of default sums from Brighthouse and I submitted a complaint to the FCA who informed me that the could not investigate individual complaints but will pass on my complaint to the supervisory team responsible for Brighthouse.

 

Today I checked my credit reports with Experian and Clearscore and it shows that my account with Caversham Finance/Brighthouse was defaulted in July but then also shows that my account was settled or closed with Caversham Finance/Brighthouse and the default has disappeared from my credit report.

 

Could Brighthouse have passed on my account to a debt collector as the account has been closed/settled or is it safe to put this matter to sleep and move on?.

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Print off your credit file showing its current status, for your records.

 

Brighthouse are a real scourge on society, preying on the poorest members of society, if nothing else, this should hopefully make others think twice before falling victim to this outfit.

 

Although the FCA don't investigate individual complaints, well done for informing them, but I would also inform your local MP about this firms behaviour and how it preys on the most vulnerable in society.


Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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we have not known them to sell to DCA's yet.

not the way they work

 

 

so your credit file is not clean.

 

 

FWIW: next time you complaint to the Information Commissioners Office regarding Credit File stuff

not the FCA


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

spreadsheets 

 

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next time you complaint to the Information Commissioners Office regarding Credit File stuff

not the FCA

 

Complain to the ICO..... https://ico.org.uk/concerns/


Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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Complain to the ICO..... https://ico.org.uk/concerns/

 

I have sent a e-mail to the ICO informing them that I never received a Default Notice and neither did I receive a Notice of Default Sums, my e-mails to Brighthouse have as per been ignored one of which was a formal complaint regarding the Default.

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we have not known them to sell to DCA's yet.

not the way they work.

 

The device has long since been returned to the store and despite the sales person telling me that I will receive confirmation that my account will be closed with nothing further to pay or owe, I have not heard a peep from Brighthouse regarding this and as per e-mails have been ignored.

 

Should I still be on my guard for further action by them?.

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Exhaust their lethargic complaints procedure, so you can escalate it.


Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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