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Old_git_2

Primus_Saver_representative wrote: »

Hi Old_git,
If you email us with your account number we can get some plans emailed over to you that you might be interested in.
Thank you,
Jordan

I did send my account number - did you receive it ?
Thanks

typistretired

I have been awaiting a proper reply from your company since November 2012. Everyone is very nice on the telephone but nothing gets resolved. I have sent two letters to your management team and a copy to your Head of Customer Relations Azhar Rifai, but nobody has given me the courtsey of a reply. I was told by your customer service to cancel the direct debit so that the disputed bill would not automatically be taken from my bank account and now despite credit control being informed of the reason why the direct debit was stopped every month a standing order charge of £1.50 plus vat is added to my bills.

Primus_Saver_representative

Good evening,

typistretired - can you please email me your details so I can look into getting your bills sorted out for you?

old_git - I did received your email and instead of emailing to reply I tried to call, I shall get someone to call you this evening to go through some plans.

Kindest regards,
Jordan

dan3811991119

Avoid primus like the plague.

When I moved into my flat I asked for primus to be installed big mistake. The following happened

1. They failed to tell me the expected broadband speeds I got such a poor speed it was useless for HD streaming I was after.
2. A woman on the phone admits they missold the broadband because of this and say I can leave with a reduced term fee.
3. After waiting in a long queue as I got a bill for £710.10 and got lots of letters pressuring me to pay this bill they tell me the woman has left the company.
4. Customer services did not send deadlock letters like asked.
5. It takes me over 2 months to get the correct bill after my partner emailed Mr Nigel Eastwood on my behalf.
6. They convince us we owe £150 but did not pay as we had no evidence as there is no bill in front of us. If we paid at this point the account would have ended up in credit and had issues getting a refund. They failed to account for the month in advance.

Then on top of this there is not so much a sniff of an apology or anything for the stress it has caused me. I will admit right now I am autistic so may not process stress in a normal way. :( I had ended up with a lot of sleepless nights worrying about debt collectors coming for the £710.10 cash.

So with all this in mind the final bill came to £59.35 and we feel we should not have to pay all of this due to all the issues and poor service we had so my partner emailed mr eastwood on my behalf a full and final settlement offer and instructions to only call for payment when accepted or refused in writing by email or letter. This was ignored and they called today which we ignored because they had not followed our instructions. We offered £29.99 bearing in mind the service was missold and we had bad service we think this is a good offer.

My partner helped me type this and put into words the issues we had.

kaz8210

How do i email you please as you stated that you would look into my complaint yourself it was regarding taking 4 months to get a reply from a complaint Thanks

zax47

kaz8210 wrote: »

How do i email you please as you stated that you would look into my complaint yourself it was regarding taking 4 months to get a reply from a complaint Thanks

Email contact details are in their user profile (click on their name above any of their posts to bring up their profile)

dan3811991119

Me and my partner are fed up with primus now. The ceo has ignored us. No one from primus offered to help us in this thread. I really can't believe how we have been treated. We have went to the ombudsman seeking full balance cleared. I did mention to the ceo in an email I intended to do this if a response was not forthcoming in writing. My main argument is why should I pay the reduced £75 term fee when they admitted miss selling.

typistretired

The Primus Saver representatives seemed to have become bored with this site as they have not logged in for days.

dan3811991119

typistretired wrote: »

The Primus Saver representatives seemed to have become bored with this site as they have not logged in for days.

Board or content with providing bad customer services. They been hassling me for money I should not owe and my partner is sick of it. The ombudsman service was very good to us our documents they done for us are all printed out and ready to be sent. Let the ombudsmen decide all cases from new call telecom as it seams they have past caring even Mr eastwood don't answer there customers. Bad sign when the ceo ignores the people who there meant to help.

Primus_Saver_representative

Good Evening,

Please be aware we are not ignoring any queries on here, there are only two of us working all of our forums, so let me apologise for all lack of responses to your queries.

dan3811991119 - I have emailed you personally today and have tried to call you last week on Thursday and Friday to discuss this, but have not received a response to my emails. If you can please check your emails and respond with a suitable time to call I can arrange to speak to you.

Sorry kaz8210 the address you need to contact us is onlineteam@newcalltelecom.co.uk

Again please accept our sincerest apologies for the lack of activity from ourselves.

Kind regards,
Jordan