Parcel missing

[paranoiamumma]

So this is a long story , my husband hired a tv off bright house ( 2018) mainly because the one in the house broke and we couldn't afford to purchase one , ( I know bright house is a high apr etc)
Anyway in feb this year it broke we sent it back for repair they texted us to say in may that it was being delivered .
I waited in all day it never arrived !
I called them the following day to ask where it was they said as they were working from home they needed to email someone and they would call me back they didn't .
I waited a week and called again they said they didn't know and would email someone and they'd call me back again they didn't. This has gone on almost weekly until December when a complaint I made led to someone Contacting the dispatch team .
They said it was a door step delivery , I asked for evidence of this and they came back with we don't take photos of our delivery's .
Still no further with getting the tv back I called them Monday to say that complaint had been closed as they had proved the event with the tv being delivered .

I argued that it hasn't been and that we are still paying for something we haven't received the guy I spoke to said he would do a lost claim ,
I just had a call to say the tv hasn't been lost . And there fore I can't claim on the policy .

Anybody have any ideas what we can do now ? My husband says to leave it but I feel bad about the fact he's still paying .

[WeatherwaxOn]

No experience of the company but can you stop paying? Surely it is up to them to prove that you have the TV.
Hopefully someone more knowledgeable will be able to advise.

[paranoiamumma]

I am not sure , if we did that they would maybe issue debt collectors, but it's something to consider .

[Dontbetardy]

May be try Martin Lewis Forums. They are pretty informative there.

[paranoiamumma]

Ok I will Have a look thank you

[WeatherwaxOn]

Suggest that also you put in writing to them what you have said on the phone. Include their comment about doorstep delivery and no photos. That way you have a clear trail of communication. Copy in their CEO who is apparently Anth Mooney
www.brighthouse.co.uk/our-commitment

[Tiktokersmiracle]

I would suggest, although I'm no fan of the paper, contacting Money Mail at the Daily Mail. They are no fan of Brighthouse anyway.
I had reached my wit's end with Virgin media, one email to them and I got released from my contract they had refused to release me from, and had admitted they got it wrong over saying I owed £409 in late payment and late payment fees and charges. They actually admitted they owed me money and I got that and £200 compensation.
It never even made the paper but I got a call from the execution office at VM and it was sorted within two days.
Well worth an email.
Otherwise, report to police as stolen and then give Brighthouse the crime number?