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  • Heinz
    Heinz Forumite Posts: 11,191
    Part of the Furniture Combo Breaker Car Insurance Carver!
    Primus unlawfully took £99 from my bank on 10th Oct 2012. I have been fighting for a refund since and I've even gone through the ombudsman.
    Why did you not just get your bank to reverse the 'unlawful' call?
    Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.
  • c4charlie76
    c4charlie76 Forumite Posts: 19 Forumite
    Heinz wrote: »
    Why did you not just get your bank to reverse the 'unlawful' call?

    Primus said they would refund, then didn't do it and so on. Went to CISAS as i didn't want anything like this to happen to anyone else. Ombudsman ruled in my favour but still didn't get paid.

    I then went to the bank, gave them all the info and correspondence i had and was told "Sorry, it happened too long ago for us to do anything about it".

    There is no online checkout on the website. They take your bank details and state "We use this info to take payments, we will inform you if we have to do this".

    As soon as they had my bank details, they ran them thru the pdq machine at their office, then sent an email saying that an appointment is in 6 weeks and we want another £59 from you or we don't connect you. Needless to say, as soon as they took my money, alarm bells were ringing. That is why i immediately cancelled, but still havn't had my refund.

    John Sims stated they should never have taken my money. Here's what he sent to me in an email:-

    I appreciate the £99.00 upfront payment was taken without your consent, and the terms and conditions which are in place, do not specify details regarding online sign ups and simply advise the procedure taken when placing the order over the telephone. This is something we are internally dealing with, and hope to amend very shortly.

    Needless to say, the website has not been amended:-

    The collection of this data is secure and will only be used for taking payment for charges you are notified of

    I've just checked the T&Cs and they have not been changed either. I can remember a phone call with a manager, she was actually adding words into the T&Cs to make out they had done nothing wrong.

  • mamagee
    mamagee Forumite Posts: 2 Newbie
    Reading this post is very depressing as exactly the same thing has happened to our son. Primus took £265 out of his account at the end of January. They have admitted it was a mistake and we have been trying to get a refund for him since. As a result of the unauthorised withdrawal (basically legalised theft !) he became overdrawn at the bank and incurred charges. Myself and my wife have also had to lend him some money even though we can't really afford it. The e-mails from John Sims are very familiar. The proposed refund date has constantly been put back despite threats of legal action and referral to consumer advice programmes. These people simply do not care ! The only thing I thought may work would be physically going to their Head Offices and demanding the money back. Unfortunately it is too far away to do this but if you lived closer it would be worth a go.
    Anyway I am getting really angry with them at the moment and will talk to our son about changing broadband providers and cancelling his debit with them. If they say he owes them money then hard luck !
    If anyone has any bright ideas about how to deal with these crooks short of strangulation (joke!) please let me know. Any advice would be gratefully received
  • Hi mamagee,

    Could you please have your son email me with his account details and I will have a look into this to get this chased up for him.

    Kind Regards,
  • paulfoel
    paulfoel Forumite Posts: 5,768
    Part of the Furniture 1,000 Posts Combo Breaker
    Broadband has been down more than its been up. Trying to get through to primus is a problem to say the least.
    Cymru am Byth !!! :j:j:j
  • Hi paulfoel,

    Could you please send me an email with your account details and a contact number and I can arrange for a call back at a time suitable to you.

    Kind Regards,
  • bbb_uk
    bbb_uk Forumite Posts: 2,108 Forumite
    Well Primus are no longer replying to my emails despite opening a case with them. Its been couple of weeks now.

    I'm just waiting patiently to refer this matter to the ombudsman and I'm also going to inform Ofcom as well as Primus are in breach of Ofcom's code on sufficient notice of price increase :mad:

    I would stay away from Primus as their customer services is worst I've ever had to deal with.
  • Hi bbb_uk,

    Unfortunately I am struggling to find the emails you have sent us. Could you please send me an email to [EMAIL=""][email protected][/EMAIL] with your MSE username and your account details and any issues you have and I will personally look into getting this sorted for you.

    Kind Regards,
  • c4charlie76
    c4charlie76 Forumite Posts: 19 Forumite
    edited 24 April 2013 at 2:10PM
    Same again, just getting ignored. I've sent another email to them asking for my money and the truth. "Who is it that said not to give me my money".

    Is the reason because they have money troubles??. I haven't had my refund because the money has been spent and there is no other money to hand over!!! Or is it because the money got moved to NewCall?? and Primus ends up filing for bankruptcy leaving customers and creditors out of pocket, but management stay employed with NewCall, and keep the money leaving everyone else high and dry??

    I have simply written questions as i haven't received evidence of their money troubles. HOWEVER, a quick search provides interesting details about Primus Telecommunication Group. $650million US debt, filing for chapter 11 bankruptcy protection so they can pay less to their creditors. Here's a great quote:-

    "In 2007, Primus Telecom admitted paying more than $22 million to settle a lawsuit alleging illegal or fraudulent transfers of funds.[59] Primus Telecom has also been named as a defendant in additional federal litigation"

    Info from wiki, here's the link:-

    WOW, avoid this company at ALL COSTS!!!
  • We are a telecommunications company called NewCall Telecom who provides Primus saver products; we do often get confused with the American telecommunication company called Primus Telecommunications which since 2010 we have had no affiliation with. The only thing we do have in common with them is the name Primus.
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