We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
We're aware that dates on the Forum are not currently showing correctly. Please bear with us while we get this fixed, and see Site feedback for updates.
Primus - The Most Appalling Customer Service. Ever!

chrisvaldez
Posts: 317 Forumite

in Phones & TV
Absolutely fuming but strangely ready to see what they have to say. The email I sent this evening sums it up...
"Dear Sir or Madam
I am writing to voice my disgust at the treatment I have received from Primus, and also by yourself this evening.
Three weeks ago I received word of a Direct Debit failure to pay over £200. I called Chris on 15/10/12 on your 'Customer Services' number to ask why these charges had been applied, to which I was told that this was due to excess broadband usage. I asked why this was not made known to me, or why my broadband had not been capped, to which Chris advised that Primus do not offer this service.
Firstly, I am mortified that, out of all the telecom providers that I have been with, Primus are the only company to not offer this most basic of services. This, in effect, is nothing more than a ploy by Primus to allow people to incur huge charges that they cannot pay (I, like most people, do not have a spare £235 laying around). Chris advised he would raise this with a supervisor. I advised that I wished to dispute the charges, and Chris advised this would also be raised with a supervisor.
Two days later, I called to ask why nobody had called me back. Andrea advised me that all supervisors were currently in training (a quick internet search has since revealed that this is a textbook excuse used by Primus when they simply cannot be bothered to call customers back.) As a gesture of good faith I asked if I could backdate my Primus package to the unlimited tariff, but I was advised that this was not possible. I asked that, whilst these charges were being disputed, I wished that credit control be made aware and do not call me. I was assured that this would be taken care of. In addition, Andrea mentioned that I should call in when I wish to check how much bandwidth I have used. When your calls are eventually answered (as opposed to your line simply cutting me off, which often happens) often over half an hour has passed. I pointed out to Andrea that expecting someone to wait this long was unreasonable.
On Friday 18th October, I was called by Troy at credit control, asking me to settle my bill! This was in addition to several texts I received (one inexplicably coming from 'Argos') demanding that I settle the account. To me, when I have been promised that I will not be called, this amounts to harassment.
In the hope that Primus would see sense, I upgraded my package to the unlimited tariff so that a situation like this would not happen again.
By Wednesday of last week, I had still not been called. Losing my patience, I called your number again (I must add that, by this time, I had been on hold for a grand total of almost three hours in two weeks) and was told by Ali that the call had not been logged as a priority. He assured me he would do it there and then and that I would have a call back in 1-2 days.
On Friday, I called again as a call had still not been received. Someone at the other end, after a long wait, advised me that Ali had not actually assigned the call to anyone! I was told it would be done and, by the latest, I would be called Monday.
This brings us up to the events of this evening. After receiving no such call, I rang again and was greeted by Chris, the person who took my call almost three weeks ago. After reading what appeared to be a very bad script, he eventually told me that a supervisor was not willing to speak with me. I had been waiting almost THREE WEEKS. I advised Chris that, if a supervisor didn't speak to me there and then, I would escalate this call to Ofcom, and bill Primus for the time wasted on your appalling operation that masquerades as a customer service line (I am self employed and three hours on hold equates to quite a substantial amount of money lost). I also pointed out that I wanted Primus to change its operating procedure, to which he gave a rather disinterested response along the lines of, "we're looking into that Sir". I asked him to put me through to yourself, but he advised you were unwilling to either take my call or call me back (despite me probably waiting for longer than all of your outstanding calls put together). I hold you largely responsible for Primus' complete failure to:
a) take my complaint seriously
b) display any vague notion of actually caring for your customers
I also mentioned that, had I known it would take three weeks only to be told at the end of the wait where to go, I most certainly would not have upgraded my package, as I now feel that Primus have entrapped me into what appears to promise a harrowing 18 months. If I could terminate this package tomorrow, believe me, I would.
Eventually I had to terminate the call with Chris as he effectively refused to help any further, and had no useful input when I asked him what the supervisors were actually doing there and then. He even seemed slightly appalled himself, offering me his personal extension and email address. However, this was too little, too late.
I am copying this email on to a letter which I have tonight posted to you. I doubt I will receive a response from yourself (or anyone at Primus' postal address) let alone a helpful one, as your actions this evening have made your attitude quite clear. I actually find it hard to put in to words how disgusted I am with the treatment I have experienced. Earlier this year I bailed out of a contract with TalkTalk as I considered them to be thieves. However, compared to Primus they are angels.
If Primus wish to escalate this case, so do I. Not only will I invoice Primus for loss of earnings, but I will report them to Ofcom, and I will also make it my personal goal to inform every consumer publication that wishes to hear of your actions.
I look forward to hearing from you soon."
My advice, unsurprisingly....STEER CLEAR.
"Dear Sir or Madam
I am writing to voice my disgust at the treatment I have received from Primus, and also by yourself this evening.
Three weeks ago I received word of a Direct Debit failure to pay over £200. I called Chris on 15/10/12 on your 'Customer Services' number to ask why these charges had been applied, to which I was told that this was due to excess broadband usage. I asked why this was not made known to me, or why my broadband had not been capped, to which Chris advised that Primus do not offer this service.
Firstly, I am mortified that, out of all the telecom providers that I have been with, Primus are the only company to not offer this most basic of services. This, in effect, is nothing more than a ploy by Primus to allow people to incur huge charges that they cannot pay (I, like most people, do not have a spare £235 laying around). Chris advised he would raise this with a supervisor. I advised that I wished to dispute the charges, and Chris advised this would also be raised with a supervisor.
Two days later, I called to ask why nobody had called me back. Andrea advised me that all supervisors were currently in training (a quick internet search has since revealed that this is a textbook excuse used by Primus when they simply cannot be bothered to call customers back.) As a gesture of good faith I asked if I could backdate my Primus package to the unlimited tariff, but I was advised that this was not possible. I asked that, whilst these charges were being disputed, I wished that credit control be made aware and do not call me. I was assured that this would be taken care of. In addition, Andrea mentioned that I should call in when I wish to check how much bandwidth I have used. When your calls are eventually answered (as opposed to your line simply cutting me off, which often happens) often over half an hour has passed. I pointed out to Andrea that expecting someone to wait this long was unreasonable.
On Friday 18th October, I was called by Troy at credit control, asking me to settle my bill! This was in addition to several texts I received (one inexplicably coming from 'Argos') demanding that I settle the account. To me, when I have been promised that I will not be called, this amounts to harassment.
In the hope that Primus would see sense, I upgraded my package to the unlimited tariff so that a situation like this would not happen again.
By Wednesday of last week, I had still not been called. Losing my patience, I called your number again (I must add that, by this time, I had been on hold for a grand total of almost three hours in two weeks) and was told by Ali that the call had not been logged as a priority. He assured me he would do it there and then and that I would have a call back in 1-2 days.
On Friday, I called again as a call had still not been received. Someone at the other end, after a long wait, advised me that Ali had not actually assigned the call to anyone! I was told it would be done and, by the latest, I would be called Monday.
This brings us up to the events of this evening. After receiving no such call, I rang again and was greeted by Chris, the person who took my call almost three weeks ago. After reading what appeared to be a very bad script, he eventually told me that a supervisor was not willing to speak with me. I had been waiting almost THREE WEEKS. I advised Chris that, if a supervisor didn't speak to me there and then, I would escalate this call to Ofcom, and bill Primus for the time wasted on your appalling operation that masquerades as a customer service line (I am self employed and three hours on hold equates to quite a substantial amount of money lost). I also pointed out that I wanted Primus to change its operating procedure, to which he gave a rather disinterested response along the lines of, "we're looking into that Sir". I asked him to put me through to yourself, but he advised you were unwilling to either take my call or call me back (despite me probably waiting for longer than all of your outstanding calls put together). I hold you largely responsible for Primus' complete failure to:
a) take my complaint seriously
b) display any vague notion of actually caring for your customers
I also mentioned that, had I known it would take three weeks only to be told at the end of the wait where to go, I most certainly would not have upgraded my package, as I now feel that Primus have entrapped me into what appears to promise a harrowing 18 months. If I could terminate this package tomorrow, believe me, I would.
Eventually I had to terminate the call with Chris as he effectively refused to help any further, and had no useful input when I asked him what the supervisors were actually doing there and then. He even seemed slightly appalled himself, offering me his personal extension and email address. However, this was too little, too late.
I am copying this email on to a letter which I have tonight posted to you. I doubt I will receive a response from yourself (or anyone at Primus' postal address) let alone a helpful one, as your actions this evening have made your attitude quite clear. I actually find it hard to put in to words how disgusted I am with the treatment I have experienced. Earlier this year I bailed out of a contract with TalkTalk as I considered them to be thieves. However, compared to Primus they are angels.
If Primus wish to escalate this case, so do I. Not only will I invoice Primus for loss of earnings, but I will report them to Ofcom, and I will also make it my personal goal to inform every consumer publication that wishes to hear of your actions.
I look forward to hearing from you soon."
My advice, unsurprisingly....STEER CLEAR.
0
Comments
-
If you want decent customer service they are to be avoided.
See: https://forums.moneysavingexpert.com/discussion/38799850 -
Good luck,thankfully I was only with them for the first year for phone only,on par they are as bad as BT in my opinion..0
-
It's hardly news that Primus have non-existent customer service, that's why they are so cheap.
So you took out a broadband contract with a cap on it (presumably Primus Saver, with a 20GB cap) and then went way over the limit? Why is that entirely someone else's fault? There are numerous free programs to enable you to monitor your data usage.
Are you suggesting that ISP's should simply cut off your service when you reach your monthly limit? If so, please advise which previous providers you have used who do this?
If you were unaware that there was a cap, then you clearly didn't read the T&C's when you signed up for that particular tariff.
You can't 'escalate a call to Ofcom'. You'll need to put in a written complaint to Primus and then wait the statutory 8 weeks before Ofcom will be able to even consider the complaint. You haven't begun that process yet.No free lunch, and no free laptop0 -
Actually macman, they advised me of the wrong 'cut off' date from month to month. That's why I went over my allowance, but that's to be taken up with them. I was fully aware of a cap but too much usage was incurred in one month rather than split over the two if that makes sense.
As for not having even started the complaint, it went off today! The complaint is not so much over the ridiculous charges but their appalling customer service.0 -
So if you are not disputing the charges, what resolution are you actually expecting from your complaint?No free lunch, and no free laptop0
-
Don't get me wrong, I still have a problem with the charges. Their error has caused me to incur the charges.
My main gripe as of now is the fact they wasted my time stringing me along for three weeks only to be told effectively to go swivel!0 -
I cannot see any fundamental 'error' on their part-just the usual Primus non-existent service. They never promised to inform you if you were going over the limit, and you never bothered to check, despite your usage being much higher than 20GB could possibly cover.
Given what you have said, I cannot see any basis for a complaint to Ofcom re the excess charges being upheld. It's a clear case of caveat emptor-you failed to establish what the terms of the contract were, and chose a wholly unsuitable product for your needs.No free lunch, and no free laptop0 -
It wasn't 20GB, it was 40GB, but that's beside the point.
As I say, they gave me incorrect monthly cut off dates which caused me to go way over. That's clearly their fault.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 348.3K Banking & Borrowing
- 252.1K Reduce Debt & Boost Income
- 452.4K Spending & Discounts
- 240.9K Work, Benefits & Business
- 617.2K Mortgages, Homes & Bills
- 175.7K Life & Family
- 254.1K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 15.1K Coronavirus Support Boards