Brighthouse - reclaiming historic OSC+DLC - quick question

[meg&mog]

Hi Guys

 

Just stumbled on this part of the forum didnt realise it was here :-/

 

I have been a bright house customer for 15+ years and have only INSISTED on having none of thier "insurances"on anything I have for the last I would say 5 years

 

An I right in thinking I can reclaim all the monies I paid in DLC and OSC for the whole time I have been a customer?

 

If so how do I start this ball rolling? I intend to have nothing from them again so not really bothered about my "customer reputation" although I should add I am a excellent payer never have late fees have in the past not a lot though and never had threat of repossession

 

Thanks guys don't know what I would do without CAG

[filrobbo]

Yes you can claim it back write to them demanding a refund and interest and compensation if they refuse take it to the FOS I think there is some letters in the libery if not some one will put something.

[meg&mog]

Hi filtobbo

 

Would I not have to SAR them or anything first? I have gt married in the 15 years since I opened that account so I have had a name change and they have also added my husbands name to the account first so when I ring to pay with my card they ask for my surname and ten say my husbands first name as confirmation

 

Thank you

[filrobbo]

Yes if you don't have the paper work it is best to then you know just how much you have paid and what to ask for I should of said sorry.

[meg&mog]

Hi

 

Please do not apologise you have been a big help

 

Can someone point me to a SAR request letter template?

 

Thanks filtobbo

[maroondevo52]

Hi

 

Please do not apologise you have been a big help

 

Can someone point me to a SAR request letter template?

 

Thanks filtobbo

 

Click on SAR

[meg&mog]

Thank you Maroon

[Jason BrightHouse Web Rela]

Hi meg&mog,

 

Thanks for raising this to my attention.

 

So that I can investigate this matter further for you, please could you email me (customer.relations@brighthouse.co.uk) with the relevant details and quote the code: F0673372 - with CAG Forum in the subject line. Once sent I can respond accordingly.

 

To ensure that it reaches me could you update the thread with this and I'll get back to you as soon as possible.

 

Kind regards,

 

Jason

 

Customer Relations Team

Edited August 19, 2013 by Jason BrightHouse Web Relations Team

[filrobbo]

Ok you cart beat that fare play to bright house

[meg&mog]

Hi Guys

 

Thanks for replies

 

Thanks Jason for contacting me can you tell me exactly what information you would like and I will send it you right away

 

Thanks again

[meg&mog]

Hi Jason

 

I have emailed you

[Jason BrightHouse Web Rela]

Thanks meg&mog,

 

I will look into this for you today.

 

Kind Regards,

 

Jason

 

Web Relations Team

[meg&mog]

Hi Jason

 

Could you email me or reply to this thread please I'm confused about what will happen next

 

Thanks

[Jason BrightHouse Web Rela]

Hi meg&mog

 

I can confirm that the Customer Relations Team have now taken the details of your enquiry in full and have passed them on to a Regional Manager who will call you within the next 48 hours to discuss your concerns.

 

I understand they have sent an email to you to confirm this.

 

If you have any other enquiries, just let me know.

 

Kind Regards

 

Jason

 

Web Relations Team

[meg&mog]

Hi Jason

 

Will this contact be via phone or email?

 

I am also unaware of how much I have paid in DLC/OSC over the years so I'm confused as to how I deal with the regional manager?

 

Thanks so much sorry to be a pain

[Jason BrightHouse Web Rela]

Hi meg&mog

 

The Regional Manager will be contacting you directly by phone to discuss your concerns and clarify details regarding your account in full.

 

If you have not heard back within the next 48 hours or have missed his phone call, please can you let me know through this thread.

 

Alternatively, you can call the Customer Relations team on 0800 526 069 and they will be ale to chase this up for you.

 

Kind Regards

 

Jason

 

Web Relations Team

[flexeh]

meg&mog - i would stay off the phone unless you can record your calls. most people on CAG will advise writing only. so if he calls ask for email exchange and as hes a regional manager he should have a email addy

[meg&mog]

Thanks Jason I will keep you informed

 

Hi Flexeh

 

That's what I confused about Cags advice is normally no phone calls I also have no idea what I could potentially be owed should I still send a SAR request

 

Thanks again both

[meg&mog]

Hi Guys

 

Sorry to update this thread again but I am very confused

 

After reading many posts on here I have noticed that the regional manager calling after logging a request for refund is quite common

 

Does anyone know what he/she is likely to say? I have no idea what I may be owed should I still SAR them?

 

Thanks for any help guys

[flexeh]

what i would do firstly is if they call ask for their name and email and state you will only deal with emails or writing and ask not to call again. Email this person asking them if they can provide you with a break down on your payments including how much goes to the item and how much to the insurances etc see if you get a reply then SAR. im sure dx100uk or one of the other lovely forum folk here have a template somewhere for calculating the OSC and insurances etc for brighthouse

[citizenB]

I would accept the call and make notes of the conversation. Then ask for them to confirm anything in writing - if they are unable to do this, then you should write to them with a Summary of how you understood what was said.

 

You should have a list of your issues so that you don't forget anything and to ensure the Regional Manager understands what your problem is.

 

We cannot say how the call will go, but you really need to give this a chance - so advising you not to accept the call is not very helpful in this instance.

 

IMHO, you should already have sent the Subject Access Request.

[meg&mog]

Hi guys

 

Bit of an update not had a phone call from brighthouse

 

Citizen b thanks for your reply I didn't really get a chance to SAR yet I posted the question and Jason answered kind of went from there ill get on it

 

Thanks all

[meg&mog]

Hi Guys

 

Immediate update......just recieved a phone call from brighthouse I have been told that I was right I haven't taken out DLC or OSC since 2008 which is about the time I came to realise you didn't have to have as was always previously told

 

Anyway the upshot is I was told that the matter can not be looked into any further because nobody works there now that was there 5 years ago they only have my signed agreements which I signed taking out the DLC and OSC I said yes because we were always told we HAD to have DLC and OSC otherwise you couldn't have the goods he said sadly there is no one working there he can ask about that all he has is the agreements and that is the end of the matter as far as they are concerned

 

Any thoughts guys?

 

Thanks

[citizenB]

Absolute rubbish. It is irrelevant whether the staff involved are no longer employed by them. This could be said for the bank staff where claims are being made for Payment Protection Insurance.

 

If the paperwork is available and shows that this product was sold then based on their modus operandi and even comments made on CAG - this product was pretty much forced on anyone ignorant of the fact that they did NOT have to have it.

[meg&mog]

Hi Citizen b

 

Thanks for your reply

 

My thoughts exactly I know of at least 1 member of staff at my local store who had been there as long as I have been a customer but I never said that I knew it was irrelevant

 

I was kind of sitting on my SAR to see what this phone call would yeild silly me but I will fire it off today

 

Ever so slightly annoyed

 

Thanks again citizen all thoughts and ideas welcome