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.