Ask Primus a Question

Former_MSE_Becca

Hi everyone,

If you're having any issues with your Primus account or service, please [URL="mailto:primus@moneysavingexpert.com"]send us an email[/URL].

This email will go to MSE and Primus, and Primus will reply to you as soon as possible.

Many thanks,
MSE Becca

smashed

Email sent over 48 hours ago - no response yet.
Hopefully I will hear something soon. :eek:

MishD

I signed up to Primus Home Saver in February 2012 & it took them over 3 months to activate the line, despite having no problem taking money from my bank account. When I threatened to cancel they suddenly got the line activated at the end of May 2012. But they did agree over the phone, to waive all charges prior to the actual activation date. I was then inundated with calls (while at work) & emails from OPUS debt collection for the charges they agreed I was not liable for - then it took two months for them to finally put a stop to this. Since then, they have changed the direct debit date three times without notification & they have also doubled up on direct debit payments after being paid by Debit card over the phone, causing me untold bank charges - all of which they refuse to acknowledge. I do not receive itemized bills (despite being promised as part of my package) and every email I have sent them (believe me there has been many), regarding this & other anomalies, has been ignored. They refuse to accept responsibility for any error they make (again, believe me, there has been many) & have even lied about the contract length I signed up for (which was 12 months), in an effort to keep me locked in to their utterly useless service. I would most definitely NOT RECOMMEND this company to anyone. Customer care & satisfaction is NOT in their REMIT.

c4charlie76

@ MISHD - send them an email with everything they have done to you, also tell them how much they have cost you and mark the email as "URGENT".

Explain in the email exactly what you want. YOUR money back or a deadlock letter. That way you either get your money, or a letter you can give to the ombudsman to start the ball rolling.

Keep records of all phone calls (if any) and keep all your emails and correspondence, whether sent or received and bank statements of any charges plus dates, times of visits and calls from debt collection. When the ombudsman services contacts you back, it's all ready for them and make sure you explain your frustration and feelings of despair.

Another route, is to go to your bank and ask them to do a chargeback for the money they should not have taken.

Unfortunately Primus will lie to you constantly and they always drag their heels.

It's a long winded process (because of Primus, not the ombudsman), and make your feelings known to them.

Chin up and try to stay positive, I've been where you are, i never had any service from them but it still took them 7 months to get me a refund. Ombudsman are still trying to sort out the mess that started October 2012!!

jstallan

Primus_Saver_representative wrote: »

Hi jstallan,

If you could send em an email with your MSE username and your account details and I can have a look into this further for you and check the caller display has been removed for you.

Kind Regards,
Jo

Perhaps a little late with the update but true to Jo's word, things have been sorted out and billing in correct. Thanks :T

xyz123

smashed wrote: »

Will Primus come on here and respond?

Looks like we have our answer and its a NO. There is no need for any individual contact from customer to answer this question about signing of contract.

Can primus answer a simple question and that is at what stage does the customer get to fully see the written contract and agree to it. its a very simple question.

st0ne5ish

I recently left your service and after checking my final bill noticed I have been charged an "Early Termination Charge for Home Phone Saver" of £59.10.

I have been using the "Home Phone Saver" plan since 2011, when I called your service center I was told that my contract renewed in Jan 2013 but I was not aware of any change of contract or contract renewal.

I was called my one of your sales staff in Jan and offered a lower price but was never told I needed to change contract and I was certainly never sent a new contract or signed a new contract. I was just told that the price would change and I didn't need to do anything else.

So why have I been charged an early termination charge?

edtheduck_2

hi, my contract was up on 17th July and I emailed Primus to see what you would offer me. You replied with £13.49 anytime calls.
I currently have voicemail too and emailed back asking for confirmation that this would also still be included in the price. I still have not heard anything and have not given any instruction to renew my contract. I see new customers are getting a better deal so would like to be offered something better than above.
I also asked what, if anything, I need to do if I choose not to renew. This request was ignored in the response.
Can you help please?

edtheduck_2

hello....... anyone from primus about to answer my query ???

oldharryrocks

edtheduck wrote: »

hello....... anyone from primus about to answer my query ???

Have you seen this MSE update here: http://www.moneysavingexpert.com/phones/home-phone-call


"Updated on 23 July: Primus has cut this price from £8.49/mth to £5.99/mth. However, over the last few months we've received reports of customer service and billing problems. So, though this is the cheapest package, please consider this if you're looking to switch. If you're already with Primus and having problems, please let us know."