Primus Saver rip-off

perr0

I also couldn't get any joy out of Primus customer service, either by email or phone, so I've decided to cancel my 12 month con-tract and pay them £71 for the pleasure!

I've gone back to Plusnet (in process) and will stick with them.

Yorkie77_2

Please delete/ignore. Found answer in another post. Move along, nothing to see here.

billsavings

perr0 wrote: »

I also couldn't get any joy out of Primus customer service, either by email or phone, so I've decided to cancel my 12 month con-tract and pay them £71 for the pleasure!

I've gone back to Plusnet (in process) and will stick with them.

Make sure you only pay the correct cancellation fee.;)

Ofcom said in June 2010 Consumers who end contracts early should never have to pay more than the payments left under the contract,” it said in a statement. “In fact they should often pay less, to reflect the costs providers save because the contract ends early.

Big Companies like Bt already do this.Ofcom said they expect smaller providers to follow suit and start cutting their own termination costs, however it has warned they could also face formal enforcement action if they don’t get in line.

perr0

billsavings wrote: »

Make sure you only pay the correct cancellation fee.;)

Ofcom said in June 2010 Consumers who end contracts early should never have to pay more than the payments left under the contract,” it said in a statement. “In fact they should often pay less, to reflect the costs providers save because the contract ends early.

Big Companies like Bt already do this.Ofcom said they expect smaller providers to follow suit and start cutting their own termination costs, however it has warned they could also face formal enforcement action if they don’t get in line.

Thanks for that bill, I should add that the reason I am coughing up the £71 is that we're moving house in 2 weeks and Primus wanted £69 to for a phone line house move, but Plusnet are doing it for ... nothing

charv

I've recently changed from BT to Primus and wish I never had. I chose the £6.79 package through the Homephone Choices site as I only wanted line rental as we never use the land line.
I received my first bill for £10 something which didn't actually explain anything so I called them up and they said it was a months rental in advance. I then received a bill the next month for £7.99, so once again rang them and asked why I'm not on the £6.79 package. They say I chose the £7.99 one which I know I didn't and they seem very reluctant to change me to the £6.79 package. They also said there will be a charge for the difference amount.
Really don't know what I can do as its my word against primus'.
Also Customer services is appalling, I cannot understand a word they say as they talk to quickly and muffled and when asked to repeat they seem to say it even quicker. The attitude also stinks for a Customer Care Representative as it feels they really don't care.

I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE EVEN THOUGH THEY ARE THE CHEAPEST. SEEMS LIKE A MICKEY MOUSE COMPANY TO ME.

albo2002

charv wrote: »

They say I chose the £7.99 one which I know I didn't and they seem very reluctant to change me to the £6.79 package. They also said there will be a charge for the difference amount.

I would complain to Ofcom about this.

Aren't all the calls meant to be recorded anyway?

The more I read on here about Primus the more I think they are a barely legal operation that is unlikely to be around in a few years time.

Also, I think the MSE site should state that while Primus are the cheapest, there are major problems with them.

Sun-Is-Fun

My switch back to BT was completed this weekend ! No more Primus ! :beer:. BT even offered me a great deal, as I switched phone line back to them, to their broadband, which I am going to do and will save me another £12 a month compared to my existing supplier.

My final email to Primus was for a final statement of what I owe. Strangely, I got a reply within 24 hours (unusual), but typically no help - they couldn't provide me with a final bill with no reason given !:rotfl:

Ypaymore

Primus is part of New Call heres the Complaints Procedure for those who have problems.

9.2 New Call Customer Relations Team
If you do not feel you have received a satisfactory response from one of our customer care teams then please write to our Customer Relations Team at the following address:
Customer Relations Team
New Call Telecom Customer
6 Snow Hill
London
EC1A 2AY
You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.3 New Call Customer Management Team
If you do not feel you have received a satisfactory resolution to your complaint by our Customer Relations Team then you can request that this is reassessed by our Customer Management Team.
Customer Management Team
New Call Telecom
6 Snow Hill
London
EC1A 2AY
You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.4 New Call Customer Management Team
If you do not feel New Call have resolved your complaint effectively then we can provide you with a ‘deadlock’ letter so that you may approach an independent alternative dispute resolution scheme. New Call telecom use Otelo for this purpose. If however your complaint has taken longer than 8 weeks to resolve then you can approach Otelo directly.

10. Independent advice
If you are not happy with the way New Call proposes to resolve the problem you can bring your complaint to Otelo. (Office of the Telecommunications Ombudsman). Otelo investigates Customers' complaints about telecoms services fairly. This service is free and independent.
New Call is a member of Otelo and as such is obliged to respond to Otelo enquiries and accept their decision on complaints.
Otelo
Office of the Telecommunications Ombudsman
PO Box 730
Warrington WA4 6VW
Phone: 0845 050 1614
Fax: 0845 050 1615
E-mail: [EMAIL="enquiries@otelo.org.uk"]enquiries@otelo.org.uk[/EMAIL]

10.1 General Complaints Address
Customer Service Team
New Call Telecom
6 Snow Hill
London
EC1A 2AY

Source: http://www.newcalltelecom.co.uk/code-of-practice.html

Heinz

Apologies for borrowing a phrase from the letters page of the Daily Telegraph, but am I alone in thinking that the Customer Service Team, the Customer Relations Team amd the Customer Management Team are all the same person?

perr0

>>am I alone in thinking that the Customer Service Team, the Customer Relations Team amd the Customer Management Team are all the same person? <<

I was thinking along those lines as well, she is nice enough though and speaks English well, but she doesn't understand English (2 different things!)

I'm new to this forum so didn't really say what I really thought about Primus in case the mods removed my post ... read into that what you may!!

Thanks for the info ypaymore