to think this is neither my fault nor my problem

[Tonberry]

A little while ago our fridge-freezer broke and couldn't be repaired. I was out of work and what little savings we had were supplementing our day-to-day spending (bills, food, etc) so we ended up going to Brighthouse.

I had to show various ID and proofs of address. I showed them my driving license, two bank statements, and a letter from the DWP. We signed all the forms, fridge was delivered a week later, we've been making payments by direct debit. All good.

I've had a phone call from them today to say that I didn't show them enough proof of address and I need to bring a further proof of address up to the shop. I explained that I can but I'm not sure when as I'm working all this week and next and I have plans all weekend. I'm a childminder but I have school/nursery drops off and pick ups plus mindees and currently no car so it's not as if I can simply pop up. I said I'm sorry but I'd be looking at next weekend before I can call in, could I post a copy of something instead? Or email?

The woman on the phone got really shirty. No post, no email, and it needs to be as soon as possible because the fridge-freezer should never have been delivered without the correct paperwork, if they get audited (by whom?) it'll get them into big trouble. I again said I was sorry but as far as I was aware everything was in order, we took delivery, and we've been making payments. I've said I will bring it in but I can't say when that will be. She's told me not to be surprised if her manager rings me about it as this is my fault for not supplying the information.

AIBU to think this is not my fault? I provided letters/ID which they approved and they delivered the product based on that. Any error has been their error.

[undoubtedly]

Cheeky cow.

No, stick to your guns. Take it up when you get chance. Do not let them hassle you and if they try to, tell them you'll go to the Financial Services Ombudsman. There's probably nothing they can do but it'll shut them up for a while.

[Magmatic80]

Yep, when she said her manager would be calling I would have pleasantly said I would look forward to chatting with him. I would have offered to scan and email further proof though, rather than faff about going to the shop (not sure if you have access to scanner though?).

[Magmatic80]

Sorry, I meant, yep you are being reasonable!

[mousmous]

yabu to buy from brighthouse (but understand why you did it)

yanbu, if they want anything else they should approach you in writing.

[treaclesoda]

If they're so concerned about their audit they would have been more careful in the first place. Not your problem.

[Mitzimaybe]

I'd be really cross with them if I were you, but I suppose they have the ultimate sanction of taking the fridge freezer back again?

What more proof of address could they possibly want than they've already seen? Can you ask them exactly what documentation they have on record? I bet they've just lost it. If I were you I'd welcome the call from the manager just to put them straight on how rude the woman was.

[Cleo22]

I suggest that you let them know of a date/time when it is convenient for them to come to YOU to collect the information.

Alternatively you will bring the information in but they will have to pay for your time and travel.

[LineRunner]

Did they take copies of your bank statements, by any chance?

I wouldn't trust them as far as I can throw them. I'd want to speak to the manager anyway to ask about the security of my personal data.

[AdoraBell]

YANBU

Not your responsability To check their paper work and not your problem that they didn't do it properly.

You've said you'll do it as soon as you can, ie when it fits in with your work schedule. That is as soon as possible.

[morelikeguidelines]

If they are that bothered they can come to you to look at the id?

[Nolim]

Yanbu.

[purplemeggie]

I think the Financial Conduct Authority might be quite interested in this: the fact that they did not ask for the right paperwork and are then expecting you, the customer, to be inconvenienced so that their audit trail looks as if they got it right (when they didn't). A mention of this might get them off your case.

[LadyDeadpool]

Ignore them, they will try and scaremonger though. Had them on my doorstep once after missing 2 payments (was sanctioned) funnily enough I'd already been in that morning and paid. Won't ever touch them again.

[bruffin]

From brighthouse website

"To take out a credit agreement at BrightHouse, all we ask is that you show us:
•Proof of income
•Tenancy agreement or mortgage statement

We may also ask you to show us:
• Photo ID
•Proof of your home address

If you are in any doubt, come into store and chat to one of our members of staff or call our Customer Service team on 0800 587 0717."

looks like you provided all that, ring the customer service team and see what they have to say.

[bruffin]

brighthouse website

[LikeASoulWithoutAMind]

Is this definitely legit? It seems a bit fishy to me.

[Chasingsquirrels]

I'd ignore it and think no more about it.
If the manager calls I'd ask in them to explain exactly how you are not currently complying with the contract you have (which you are) and then ignore them too.

[LineRunner]

It does seem fishy, yes.

[HoneyDragon]

They've not copied what you brought with you, or not filed the copies and have only just realised and are covering their arses. When her manager phones offer to report them to the relevant 'auditors' they are so concerned about. Suggest they pay your costs to get there too.

[HirplesWithHaggis]

They know your address, they delivered a fridge freezer to it! What absolute nonsense.

[Tonberry]

I've emailed the customer service team to ask them to clarify exactly what information has been missed and for them to arrange how to obtain it.

[WinterOfOurDiscountTents15]

They messed up. Not even remotely your problem. I wouldn't be doing anything at all to help them with that attitude. If they had rung and said: sorry, we made a mistake, would you mind terribly providing X document, I imagine you would have accommodated them in some way?

In a nutshell: fuck 'em.

[undoubtedly]

Actually Winter, I agree.

If they'd been apologetic then yes, do your bit.

With their attitude I would put the phone down and not waste another second thinking about it.

[TheMoa]

I wouldn't be surprised if it's just a weird way of trying to get you into the shop, so they can sell you more stuff.

They probably expected you yo drop everything and rush right in, ready to buy a shiny new gadget once they'd sorted the imaginary paperwork problem.

[Andro]

So you've shown them enough proof of address and id to pass a DBS check but it's not enough for an item you have taken delivery of (presumably to the same address)? Utterly bizarre!