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  • FIRST POST
    • Welshguy40
    • By Welshguy40 9th Mar 18, 12:11 PM
    • 9Posts
    • 1Thanks
    Welshguy40
    Bright House credit agreeement
    • #1
    • 9th Mar 18, 12:11 PM
    Bright House credit agreeement 9th Mar 18 at 12:11 PM
    I apologise if I have posted this in the wrong forum but would appreciate any advice.

    I stupidly took out a credit agreement in July 2016 from Brighthouse. When I took the agreement out I was being paid a number of benefits.

    When I took the agreement out the member of staff that dealt with me took me through my income and expendure. I provided the company with proof of my benefits,

    One of the benefits I was paid was due to end after 12 months of undertaking this agreement. I was under the impression this would continue but I had to reapply. The documentation clearly stated this and would decrease my monthly income by 320.

    Although I have managed to be awarded that particular benefit it has been awarded at the lower rate and therefore my income is significantly less. Luckily my family have supported me to ensure I don!!!8217;t;t miss a payment.

    At the beginning of February I received a call from a third party stating I had been mid sold the credit by Brighthouse.

    When I phoned Brighthouse to find out if the procedure they had followed was correct I was advised I would need to raise this as a complaint for them to investigate. I was advised that a complaints handler would call me back. Despite me calling them several times I have not received a call back.

    I suffer with significant mental health issues and therefore struggle with my finances.

    I am sorry my post was so long but I am after some advice whether Brighthouse should have provided with credit as it was very clear that my income would drop significantly whilst in the agreement.

    Thanks for taking the time to read this. I have edited my original post as I have received a couple of comments which I don!!!8217;t feel were necessary,
    Last edited by Welshguy40; 09-03-2018 at 11:52 PM.
Page 1
    • zx81
    • By zx81 9th Mar 18, 12:13 PM
    • 17,287 Posts
    • 18,403 Thanks
    zx81
    • #2
    • 9th Mar 18, 12:13 PM
    • #2
    • 9th Mar 18, 12:13 PM
    If they were prepared to offer the credit, and you were happy to accept it, generally there is no problem.

    What is the nature of your complaint?
    • Welshguy40
    • By Welshguy40 9th Mar 18, 12:15 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    • #3
    • 9th Mar 18, 12:15 PM
    • #3
    • 9th Mar 18, 12:15 PM
    I have been advised by a mental health charity and the third party that telephoned me that they should not have provided the credit due to affordability.

    I have been told to speak to the FCA but have difficult in communicating over the phone due to my health.
    • zx81
    • By zx81 9th Mar 18, 12:21 PM
    • 17,287 Posts
    • 18,403 Thanks
    zx81
    • #4
    • 9th Mar 18, 12:21 PM
    • #4
    • 9th Mar 18, 12:21 PM
    It's not the FCA you need, but FOS.

    But you will firstly need to go through Brighthouse's complaints procedure.

    Did you know the credit was unaffordable when you asked for it?
    • Welshguy40
    • By Welshguy40 9th Mar 18, 12:41 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    • #5
    • 9th Mar 18, 12:41 PM
    • #5
    • 9th Mar 18, 12:41 PM
    I assumed that the benefit would continue but unfortunately this has not been the case and I am currently waiting for a tribunal date to hopefully resolve this.

    Thanks for advising me it!!!8217;s the FOS I need to speak to,

    Until I received the call from the third party I was not aware of this so just wanted clarification from Brighthouse whether the correct procedure had been followed. The level of customer service I have received is disgusting.

    I was also concerned hoe a third party had my account details and they also know I was receiving benefits.

    My friend is going to ring the ombudsman service for some general advice..
    • Tarambor
    • By Tarambor 9th Mar 18, 1:49 PM
    • 3,071 Posts
    • 2,223 Thanks
    Tarambor
    • #6
    • 9th Mar 18, 1:49 PM
    • #6
    • 9th Mar 18, 1:49 PM
    I have been told to speak to the FCA but have difficult in communicating over the phone due to my health.
    Originally posted by Welshguy40
    If you have trouble communicating over the phone with the FOS contact them via email or letter. You seem to be quite good at posting on this forum, your posts are well laid out and perfectly easy to follow so it suggests that given the ability to take your time and go over what you're wanting to say before hitting send that you should be able to sort this out OK that way. The FOS like all major bodies have policies in place which they follow quite well when dealing with people with various disabilities.
    • Welshguy40
    • By Welshguy40 9th Mar 18, 1:52 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    • #7
    • 9th Mar 18, 1:52 PM
    • #7
    • 9th Mar 18, 1:52 PM
    Thanks for that.
    I have terrible problems with speech. My friend has helped me on here and is helping me construct a message to the FOS.
    • BorisThomson
    • By BorisThomson 9th Mar 18, 2:11 PM
    • 1,586 Posts
    • 3,426 Thanks
    BorisThomson
    • #8
    • 9th Mar 18, 2:11 PM
    • #8
    • 9th Mar 18, 2:11 PM
    I assumed that the benefit would continue but unfortunately this has not been the case and I am currently waiting for a tribunal date to hopefully resolve this.
    Originally posted by Welshguy40
    If that was your assumption, why would you expect Brighthouse to know any different?

    Are you able to sell the item(s) purchased to pay towards your debt?
    • Welshguy40
    • By Welshguy40 9th Mar 18, 2:16 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    • #9
    • 9th Mar 18, 2:16 PM
    • #9
    • 9th Mar 18, 2:16 PM
    I came in here for advice.
    The paper work clearly stated that the benefit would end whilst in the agreement.
    My friend has spoken to the FOS who were very helpful. They informed them that as part of the affordability check they should have picked this up and would have expected the loan to be declined for this reason. I will therefore continyrvwith the internal complaint procedure and refer to them st the relevant time.
    • BorisThomson
    • By BorisThomson 9th Mar 18, 2:25 PM
    • 1,586 Posts
    • 3,426 Thanks
    BorisThomson
    I came in here for advice.
    The paper work clearly stated that the benefit would end whilst in the agreement.
    My friend has spoken to the FOS who were very helpful. They informed them that as part of the affordability check they should have picked this up and would have expected the loan to be declined for this reason. I will therefore continyrvwith the internal complaint procedure and refer to them st the relevant time.
    Originally posted by Welshguy40
    Suggesting ways to repay the debt incurred is good advice. Do you no longer have the items, do you not think that selling the items to help towards your debts would be a good idea?

    If you're referring to ESA or PIP, your award does not end, it gets reviewed. If there has been no change in your condition then it will continue. How would you expect Brighthouse to know more about your own benefits than yourself?

    (These are all questions that will be asked as part of the FOS investigation. They don't simply take your word for it.)
    Last edited by BorisThomson; 09-03-2018 at 2:34 PM.
    • Welshguy40
    • By Welshguy40 9th Mar 18, 2:34 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    My PIP did end and I had to reapply. I was not aware I would have to do this when I took out the credit,
    As the goods are under hire purchase it is against the law to sell these whilst you are still paying for them.
    Luckily I have now had the correct advice from the FOS.
    • ReadingTim
    • By ReadingTim 9th Mar 18, 3:01 PM
    • 2,738 Posts
    • 3,916 Thanks
    ReadingTim
    The problem with your argument is that you seem to expect Brighthouse not to treat you as an honest, mentally competent adult, but rather someone who's either naively optimistic or downright deceptive but either way not mentally capable of making informed decisions. So, unless you can prove that was the case, you're probably on a hiding to nothing with that one. And if you can, you probably shouldn't be allowed out in public unsupervised.

    Furthermore, whilst your income may have dropped, you haven't said the repayments are unaffordable. In fact, you're at pains to say that you haven't missed one, so, as a point of fact, you are affording them. Brighthouse doesn't particularly care where the cash comes from, as long as it keeps coming. Which it has.

    Finally, your complaint seems to stem from receiving a cold call - probably an outfit moving on from PPI claims or cash for crash scams. They're either seeking to make money out of you, or it's a blunt form of advertising. Neither bodes well for you, nor gives any merit to your case whatsoever.

    Sorry this isn't what you want to read, but you can't absolve yourself from all responsibility for the predicament you're now in. If Brighthouse were supposed to read the warnings about your income dropping, why couldn't you?
    Last edited by ReadingTim; 09-03-2018 at 3:03 PM.
    • dealer wins
    • By dealer wins 9th Mar 18, 3:44 PM
    • 5,804 Posts
    • 11,068 Thanks
    dealer wins
    Bet we wont be seeing you for a couple of weeks ReadingTim for saying it as it is lol
    Choose life
    • Welshguy40
    • By Welshguy40 9th Mar 18, 4:36 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    I am disgusted in some of the responses. I clearly stated I had mental health issues and I only came on for advice.

    Luckily my friend spoke to the FOS and they have clearly stated that there is a case for them to answer under affordability.

    It was never my intention to stop paying and certainly didnt come in here for this sort of treatment. I foolishly thought people would have been a lot kinder but there we go.
    • happyandcontented
    • By happyandcontented 9th Mar 18, 4:41 PM
    • 1,115 Posts
    • 2,164 Thanks
    happyandcontented
    I am disgusted in some of the responses. I clearly stated I had mental health issues and I only came on for advice.

    Luckily my friend spoke to the FOS and they have clearly stated that there is a case for them to answer under affordability.

    It was never my intention to stop paying and certainly didnt come in here for this sort of treatment. I foolishly thought people would have been a lot kinder but there we go.
    Originally posted by Welshguy40
    How much was the repayment as a % of income then and how much is it now?
    • soolin
    • By soolin 9th Mar 18, 5:11 PM
    • 60,492 Posts
    • 43,112 Thanks
    soolin
    Out of interest, and I don't know the answer, do Brighthouse sell the goods or rent them out for a weekly fee? If they rent them out then OP are you able to replace them if they agree you were mis sold , cancel the credit and remove their goods?

    Also do you have plans on how to replace the goods when they wear out or break if you don't rely on finance plans in the future?
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • camelot1971
    • By camelot1971 9th Mar 18, 5:30 PM
    • 825 Posts
    • 1,232 Thanks
    camelot1971
    I am disgusted in some of the responses. I clearly stated I had mental health issues and I only came on for advice.

    Luckily my friend spoke to the FOS and they have clearly stated that there is a case for them to answer under affordability.

    It was never my intention to stop paying and certainly didnt come in here for this sort of treatment. I foolishly thought people would have been a lot kinder but there we go.
    Originally posted by Welshguy40
    What do you expect them to do? You are quite clear in articulating your issues on here and it isn't reasonable for Brighthouse or any organisation to conduct a mental health assessment on every customer. Imagine if they told you they won't lend to you because you have mental health issues? You would be on here screaming bloody murder!

    Also, as the goods don't belong to you expect to have to give them back if you make a complaint and get some kind of compensation. After all, it wouldn't be fair on their other customers for you to get money back and keep the goods.
    • Sncjw
    • By Sncjw 9th Mar 18, 6:30 PM
    • 1,832 Posts
    • 1,087 Thanks
    Sncjw
    You keep saying you have mental health issues. Did you tell them about the issues when taking the agreement out.
    • Bedsit Bob
    • By Bedsit Bob 9th Mar 18, 6:46 PM
    • 10,274 Posts
    • 55,384 Thanks
    Bedsit Bob
    As the goods are under hire purchase it is against the law to sell these whilst you are still paying for them.
    Originally posted by Welshguy40
    How long has the agreement been running, and what is the full length of the agreement?
    My job is Top Secret. Even I don't know what I'm doing.

    Amount I have so far denied the BBC - £1308

    Who are you to question why your god doesn't want me to believe in him?
    • Welshguy40
    • By Welshguy40 9th Mar 18, 7:21 PM
    • 9 Posts
    • 1 Thanks
    Welshguy40
    My issue isnít about my mental health. I made them aware of this when I took out the agreement,
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