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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to think this is neither my fault nor my problem

56 replies

Tonberry · 09/06/2015 16:37

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.

OP posts:
DoJo · 09/06/2015 17:21

I suppose they have the ultimate sanction of taking the fridge freezer back again?

Except if the OP has already made payments on it and upheld her end of the contract I suspect they can't even do that. It is no longer solely theirs so surely they would have to refund any money paid to them if they wanted to repossess for no reason other than to rectify their own mistake.

PHANTOMnamechanger · 09/06/2015 17:25

what dreadful customer service! i would imagine (I hope!)it is ONE employee, trying to cover their own back before the manager finds out they accepted the wrong form of acceptable ID of address.

MrsNextDoor · 09/06/2015 17:35

YANBU. It DOES sound fishy to me. I know your thread isn't about this but don't use bloody Brighthouse...they're evil. You can get a fridge freezer second hand. Most local councils run large second hand warehouses where you can buy a good one for about 50 pounds.

PHANTOMnamechanger · 09/06/2015 17:44

I saw a post on local fb giveaway site a few weeks back, someone absolutely desperate for a fridge and sofa for moving into their new flat, no money to spare, less than 24 hours later they were offered a decent sofa, and turned it down - saying "its ok we went to brighthouse instead", made me so sad for them really.

TestingTestingWonTooFree · 09/06/2015 17:55

Yanbu. Tell then your admin fee is £50.

Original poster
Tonberry · 09/06/2015 18:16

I'm lucky because I'm now in a position where I could tell them to come collect the damn thing and stick it where the sun don't shine and I could replace it myself. I know others aren't so lucky and I feel bad for them that they're stuck with a company who provide such shit service.

OP posts:
Flisspaps · 09/06/2015 18:28

Unfortunately Mrs NextDoor even just £50 is beyond the reach of many people in one go, which is how overpriced bastards like BrightHouse thrive.

MrsNextDoor · 10/06/2015 11:04

I know Fliss I'm poor too. I joined the Credit Union a year ago and they're amazing. You save up with them...only a little regularly...a pound a week will do...and you can then access loans with no charge at all. So you can borrow up to I think 1000 after you've saved for a while...I think you need to loan smaller amounts first and pay back....it's the only answer for things like holidays or white goods if your income is low.

InstitutionCode · 10/06/2015 11:11

Somebody made a mistake in the course of their working day, has no-one else ever done that?

They (or someone else) are now trying to put it right because yes, it's a really big deal if they don't comply with all the money laundering and know your customer requirements before lending.

CadleCrap · 10/06/2015 11:17

I am always scared when someone else's manager speaks to me. I mean they could fire me or...oh wait! What a stupid threat.

YANBU.

InstitutionCode · 10/06/2015 11:22

I don't get why you wouldn't just take it is as soon as is reasonably convenient.

Yes, "they", a real person, an actual human being, made a mistake. Why would you be so unco-operative about helping them put it right. I quite often ask people to help put all sorts of mistakes right. Obviously the rest of you never need that kind of help?

Stinkylinky · 10/06/2015 11:26

They will be due an audit and she is panicking because they fucked up, so will get a bollocking and/or lose bonus, hence why she was snotty on the phone!

We have internal audits quarterly at my work, my area (financial) failed its last one due to the manager putting petty cash claims through for lunches etc

0x530x610x750x630x79 · 10/06/2015 11:34

do brighthouse work on pure hp or unsecured loans. as if it is HP you could return it and stop paying them, as it is legally still theirs.
If this would save you money in the long term.

Frostyfoxy · 10/06/2015 11:35

InstiutionCode - she hasn't said she won't take the paperwork need to Brighthouse, just that she can't do it till next weekend which Birghthouse weren't happy with and wanted it sooner.

InstitutionCode · 10/06/2015 11:37

I know, I was referring more to all the stroppy responses than the OP

AlpacaMyBags · 10/06/2015 11:47

This reply has been deleted

Message withdrawn at poster's request.

Happyringo · 10/06/2015 11:57

I agree institution we all make mistakes sometimes - but from what the OP said this woman was quite unpleasant about it and offered no apology either. I think I would be stroppy with her in those circumstances too.

Gottagetmoving · 10/06/2015 12:06

Their cock-up, their problem.
I wouldn't be taking anything in to them, I would be calling their head office and complaining about the woman's attitude.
I would rather do without anything than go to Brighthouse,..bloody rip off merchants.

bruffin · 10/06/2015 12:06

Yes, "they", a real person, an actual human being, made a mistake. Why would you be so unco-operative about helping them put it right. I quite often ask people to help put all sorts of mistakes right. Obviously the rest of you never need that kind of help

But they didnt need to be rude to the op, and should have found a way of sorting it out that didnt mean the op needed to go out of her way to correct it.

treaclesoda · 10/06/2015 12:11

Yes, of course I wouldn't go out of my way to be awkward if someone asks me nicely. If someone rings me, about something that is their mistake, and then is quite rude when I can't drop everything and run, my attitude would be very different.

DinosaursRoar · 10/06/2015 12:21

YANBU - not your fault their staff didn't do their jobs properly. Not your problem that their staff's failure to do their jobs properly could cause them trouble with head office (assume that's what they mean by the audit). While it would be terribly nice of you to help them out if it suits you (like you were going past the shop anyway this week, or if they send someone to you to get copies of what they need), you are under no obligation to fix someone else's mistake.

And now on top of that, you have the separate issue that the staff member who called you was rude. So assuming not the same person, they have one staff member who didn't do their job properly by failing to ask for the correct information, and another staff member who didn't do their job properly by being rude to a customer, effectively lying that it was the customers fault that her colleague screwed up. I would point out those 2 incidents of staff failing to correctly do their jobs when you do get the call from the manager, and ask the manager what they are going to do to address that clearly they have not correctly trained 2 of their staff, before they address how they are going to make sure they have the information that they need (hint, they can come to you or send a courier to collect what they need)

They need to collect this information, this is not the same thing as you needing to provide it. You might chose to, that's not the same as needing to. If I was you, what I would chose to do will be directly effected by how polite the manager is when/if s/he apologises for their 2 occasions of staff failing to do their jobs correctly.

Aermingers · 10/06/2015 12:25

Their problem. If the information is required for audit they should have taken it with the sale. If they fail the audit it's your fault, not theirs. They've probably just been told they are about to be audited and are bricking it.

Gottagetmoving · 10/06/2015 12:41

It shows what a shit Company they are if anyone is 'bricking it' over an error.
It's not national security at stake FFS.
I don't even know why you would question whether YABU or not.

You are spending a shed load of money with them and being hammered with interest,..and they get snotty with YOU?
If that woman had called me,..she would probably be regretting it now, the silly sod.

Joolsy · 10/06/2015 12:50

If she had explained it was their mistake, and apologised, that would be a different matter and they'd probably accept that you might not be able to get there any time soon. However this was not the case - sounds like she was blaming you for her mistake!

paxtecum · 10/06/2015 12:55

I think it's fishy.
Maybe she wants to steal your identity.