Primus Saver rip-off

billsavings

Heinz wrote: »

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?

Perhaps the CEO, The Head of Promotions ,or the Principal Investor might help.:D

http://www.newcalltelecom.co.uk/new-call-telecom-acquires-primus-uk.html

The_Enforcer

If anyone needs any further prompting not to join or to leave this rotten company then here is my experience, which began just over a year ago, summarised by the following email to them 15/6/10:

"Dear Sir/Madam,

I refer to my earlier telephone conversation with xxxxxxx of your office.

Primus have been unable to provide me with a telephone line activation date, in spite of my request on 7th May 2010 and in spite of the fact that an engineer actually came to my house on 21st May 2010, without anyone from Primus informing me of this either by my e-mail or mobile.

Primus were unable to inform me that my order had been cancelled as a result of the abortive visit when Primus e-mailed me on 31st May 2010 and 1st June 2010 or when Primus took payment of £69 from me for the connection on 5th June 2010.

I only found out about the aborted visit and the cancelled order through xxxxxxx today.

I have been trying to set up a phone line with Primus since early April. I am afraid I have now given up as there have been numerous delays and most importantly a lack of communication on Primus' part over the period in excess of 2 months that this has been going on, resulting in me having to make numerous phone calls to Primus and which makes it appear to me that Primus is not really that interested in providing me with this service.

Therefore, please take this e-mail as my request to permanently terminate my order and most importantly to refund me the £69 I paid to my American Express card. xxxxxxx informed me that this would take 28 business days, which I think is excessive, given that the money was taken almost instantaneously and so I request that Primus tell me the exact date when this money will be refunded back to my card, so that I can check it has been returned as promised. I would also appreciate confirmation of cancellation of the direct debit that was set up by Primus in April to my current bank account with NatWest.

Regards,"

I only wanted to get a landline connected so I could get broadband. I moved into the house on 16/4/10. I first contacted Primus about 10 days prior. I eventually got a landline connected on 7/9/10 through Sky (but involving yet more delays with BT 'work') and broadband through Sky on 23/9/10 - 6 months from when I instigated a process that I thought would see to it being installed soon after moving in! Here's my parting shot to Primus:

"Dear Sir/Madam,

Thank you for your refund which I received in full on 1st July 2010. It was a pleasure not doing business with you.

Regards,"

helpneeded_

<= another person being ripped off by Primus

Signed up after seeing the email from MSE, so got the £7.99/month deal. First bill was over £17.
Then each month the bill was over £10.

I asked for a breakdown, and they had put EVERY single service you can on it:
Three Way Calling - Analogue Single Line = 0.67
Caller Display - Analogue Single Line = 0.67
Call Diversion - Analogue Single Line = 0.67
Call Waiting - Analogue Single Line = 0.67

I didnt even request ONE!

I asked them to remove all but caller ID.

Again bills coming through at over £10 each month.

I just received an email today with another breakdown of my bill:
Caller Display - Analogue Single Line 15-Mar-11 - 14-Apr-11 £2.080
Line Rental 12 Month £7.99 15-Apr-11 - 14-May-11 £6.660

So this service (which I didnt actually sign up for, but accepted at 67p anyway) has now gone up to £2 per month with no warning - nothing.

I'm emailing them pretty much every month asking for a credit for the overpayment on the first months £17+ bill. Nothing.
Im now asking for a refund for all the other overpayments. Nothing.

I really wish I didnt sign up to Primus tel. I strongly advise AGAINST signing up to them - you think they're cheap, but they overcharge you and hardly respond to emails.
I've got about 7 months left of my 12 month contract

Please Martin@MSE - never recommend PrimusTel EVER again!

The_Enforcer

Turn the tables - cancel the direct debit - I'll wager they'll soon get in touch and then you can explain to them how they are in breach of the contract - copy [EMAIL="graham.howell&#64;ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] into any future correspondence.

You never know, they may be so inefficient that they may not even notice and you could end up seeing out your contract without paying them a penny more.

albo2002

helpneeded_ wrote: »

I asked them to remove all but caller ID.

Again bills coming through at over £10 each month.

I called up Primus to cancel something I didn't want and was assured it was cancelled.

A few weeks later I found it hadn't been cancelled.

So I called Primus back to cancel it again and asked for some sort of confirmation and was told this was not possible, but what I wanted had gone through.

A while later I found it hadn't.

I've also emailed about it a few times but never get a reply - even though I know they're on email as they reply quickly if the email is about things like best way to pay.

tank666

The_Enforcer wrote: »

Turn the tables - cancel the direct debit - I'll wager they'll soon get in touch and then you can explain to them how they are in breach of the contract - copy [EMAIL="graham.howell&#64;ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] into any future correspondence.

You never know, they may be so inefficient that they may not even notice and you could end up seeing out your contract without paying them a penny more.

I had this idea but wondered could they charge some kind of fee if you cancel dd? Also would it affect your credit score if a payment was missed?

tank666

albo2002 wrote: »

I called up Primus to cancel something I didn't want and was assured it was cancelled.

A few weeks later I found it hadn't been cancelled.

So I called Primus back to cancel it again and asked for some sort of confirmation and was told this was not possible, but what I wanted had gone through.

A while later I found it hadn't.

I've also emailed about it a few times but never get a reply - even though I know they're on email as they reply quickly if the email is about things like best way to pay.

I am having this problem as they are wrongly applying broadband charges which I cancelled before it even started. Am sending a letter of today to complain.

tank666

bump does anyone think good idea to cancel direct debit until problem sorted or will primus apply more charges for cancelling it? I have now written to them in addition to emailing and phoning.

tank666

want to keep this thread going, I am still personally waiting for primus to refund me for broadband charges wrongly taken 3 times for about 32 pounds. My bank account went overdrawn as a result. They emailed me several times saying yes yes we wont take the wrong amount from your bank (as were set to wrongly take 2 x broadband charges in latest bill neither of which I am liable for) but then did anyway.
I cancelled my broadband with them before it even started they didnt charge me in jan or feb but for some reason started in march. they really are an absolute joke. I sent in my letter last week by recorded delivery so presume they will write back. in the meantime i have had several emails with contradictory answer, lies, rubbish, promises etc etc.
Really at the end of my tether now.

Heinz

Just tell your bank to immediately refund each and every incorrect direct debit payment.

The DD guarantee requires them to do that if you say incorrect ammounts have been called (no proof necessary).