I have been a customer of Brighthouse for as long as I can remember. Actually I have been the ideal customer, always paid my bill ontime, never complained. Recently I relocated to a subdivision where brighthouse is not offered. Therefore I contacted Brighthouse to let them know I will be discontinuing my service which was no problem whatsoever. The representative at Brighthouse thanked me for being a valued customer and said I would be welcome back anytime with open arms. Likewise, the representative at Brighthouse advised me of my final statement and ammount due. I received my final statement about a week later, once again, no problem, the ammount was correct, all good. Being budgeted and ready for this statement I paid it the same day I received the invoice, again no problem, I paid over the phone through Brighthouses automated system.
A couple of days after I paid my final statement with Brighthouse Networks I was viewing my online bank statement when I realized that my payment was taken out of my account twice. Immediately called Brighthouse to let them know of this mistake. The representative at Brighthouse told me it could take four to six weeks to get a refund check. I explained to the representative at Brighthouse that I am not able to wait for a refund check, my account has other bills pending and may be overdrawn if I dont get a credit to my account right away. I explained to the Brighthouse representative that I live paycheck to paycheck and I cant afford this kind of error, suffice to say the error was not mine, their automated system debited me twice.
Just when things could not seem to get worse, they did. The representative said in order for me to get a credit back to my account I need to fax in a copy of my statement for review. Needless to say the incovienence to me and the risk of fraud to my bank account. I asked why, after all I have used the same bank account to pay brighthouse for years, the representative said he could clearly see that my account has two payments for the same exact ammount with a credit balance on a closed account.
At this point I requested a supervisor at Brighthouse. Again, I explained the dilema, reiterated its their fault, reiterated that my account is in jeopardy of now being overdrawn. All I got was "Iam sorry" but its our policy. Being desperate to get my just due credit to may account I took the fax number, went to Staples to fax my bank statement reluctantly, only to find the fax machine is off on Sundays at Brighthouse, noone told me that. Today is 7-29-12 Sunday and there is no resolution. Likely over the next few days Ill be bouncing checks due to this error, getting bank fees on top of it all. Brighthouse shame on you, your error has caused a terrible situation for me and my family and you are making me jump through hoops to fix your error.
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