Perfect home hell

[Guest]

Hi, I’ve been having trouble recently with perfect home. I have a few things with them on hp, I’ve been a loyal customer with them for over 5 years recently in October I gave birth prematurely my son came at 25 weeks so I’ve been paying my weekly amounts online, one weeks it asked for less than the usual amount so I just assumed that an item had been paid anyway I paid the amount it asked for and didn’t think anything of it, a few days later I had a banging on the door and it was them saying I hadn’t paid I told her I absolutely paid and showed her my online banking to confirm I even phoned the bank while she was stood at the door but she went before they answered anyway the bank also confirmed that I had paid and they had received the payment so I phoned them back and they said they never got it and demanded I phone the bank back and get the Authentication code and ANR number which I did I phoned ph back with this and was advised not to make any payments until it was sorted out and someone would call me back so I waited and waited and a few weeks passed with no news so I phoned them myself and was told the payment was still missing and that I should of never been told not to make any payments and that I’m weeks in arrears now I was fuming I can’t afford to pay the arrears so they did a re write after all this I decided to have a proper look through my agreements as some of the things I’d been told on the phone didn’t make sense and noticed that there were 2 documents for the same TV I’ve also been told that one of the items was up Oct last year and was a 3 year contract then to be told no it’s Oct this year and a 4 year contract then to be told I still have over £900 left to pay which I’ve added up would make it another 2 years I’ve already paid for it for over 3 years. I do t know what’s going on I’ve paid more than 1/3 on all my items and I’m really thinking of telling them where to go if this is how they treat there loyal customers.*

[Amethyst]

Make a formal complaint and look at taking it to the ombudsman. Do you recall what affordability checks they did when you entered into each agreement ? I might do a subject access request to Perfect Home to get all of your data and see exactly what you have paid against each agreement - particularly if you have concerns over a duplicate agreement for the TV. You can then cross reference that with your own bank records
On the affordability side of things have a read on
Debt CamelS site herehttps://debtcamel.co.uk/brighthouse-refund-complain/