Primus Newcall

the_matrix

Hi

We were with Primus Newcall. Primus gave our number to sky. So we had no phone and Internet for 5 weeks. We were close to the end of the contract. We said we only want a replacement number and not a new 12 month contract as we are going to TalkTalk.

We paid the last payment for our old contract and cancelled the direct debit. Now they keep on calling saying you are in 12 month contract and we want our money.

I had them on the phone again today. I told them to send me a letter of what they want and why

HELP :mad::mad::mad:

Cheers MSEs :beer:

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

the_matrix

Thanks for the reply.

I emailed Primus to inform them in writing we had no contract. The mistake is on your part. I asked for a reply by post.

They emailed back with their usual "we will call you and talk about it".. Primus have NEVER kept their word. They say things to you that NEVER happen and they know this beforehand. Having dealt with several people at Primus it is always the same things. It is not an exaggeration to conclude that the management have trained their staff in this way.

They have not sent a letter as requested and instead called a few times saying we will talk about it. I told them to send a letter in the post.

Now they have started to call me on my mobile and home phone several times a day and hang up after 7 seconds. The don't say anything. They just wait for me to answer then hang up. It isn't a auto-call as I can hear a person breathing.

We have had several threatening letters saying pay up or else.

What is the best thing to do now? I was thinking to write to them. What is the address that the ombudsman would accept. They have a different address on the "contact us" part of their website. I know from other threads the ombudsman only accepts a case when we have written to a certain address.

Cheers

the_matrix

Got a call a few days ago. I setup the account with primus for my dad who is nearly 85 years old. I am listed as the one of the authorised contacts. Primus girl says don;t want to speak to you about it. Only want to speak to the old guy. Well known fact that old people are easy to coerce.

VERY underhand tactics by Primus.

albo2002

Dear Primus New Call

I left Primus New Call in May and have an email from you confirming receipt of notification of the cancellation and that a final bill is forthcoming.

A few days later I received the final bill with a credit note on for £5.68 and a phone number revealing that I have to call you to request payment. I did this a few days later and was told I would be paid by BACS within the next couple of weeks.

That period passed and I received no payment.

On July 29 I called up the Primus New Call call centre and spoke to a girl called XXXXX and explained the situation.

She initially told me that Primus New Call "does not pay back credit if it is less than £10".

I believe this to be untrue and probably a fraudulent thing to say.

I was then told that I couldnt be paid the money as it would be by cheque, and there's an admin charge of £5 for that.

I then stated that firstly I was expecting, and wanted, payment by BACS, secondly, there would still be money left over that I would be owed even if I was receiving payment by cheque and thirdly why have I been told in the past by Primus that I was being paid the money. I received no answer to any of these points.

I asked to speak to a manager and was told they were all too busy to speak to me. She then added that I couldnt be paid the money as I had not given sufficient cancellation notice (which is not true) - all in all three contradictory reasons why I couldnt be paid the money,

I challenged her on the 'Primus doesn't pay if it's less than £10' point, and accused her of simply making this up - and she failed to even deny that this was the case.

If I do not hear back about the above I will contact Ofcom.

the_matrix

albo2002 wrote: »

Dear Primus New Call

I left Primus New Call in May and have an email from you confirming receipt of notification of the cancellation and that a final bill is forthcoming.

A few days later I received the final bill with a credit note on for £5.68 and a phone number revealing that I have to call you to request payment. I did this a few days later and was told I would be paid by BACS within the next couple of weeks.

That period passed and I received no payment.

On July 29 I called up the Primus New Call call centre and spoke to a girl called XXXXX and explained the situation.

She initially told me that Primus New Call "does not pay back credit if it is less than £10".

I believe this to be untrue and probably a fraudulent thing to say.

I was then told that I couldnt be paid the money as it would be by cheque, and there's an admin charge of £5 for that.

I then stated that firstly I was expecting, and wanted, payment by BACS, secondly, there would still be money left over that I would be owed even if I was receiving payment by cheque and thirdly why have I been told in the past by Primus that I was being paid the money. I received no answer to any of these points.

I asked to speak to a manager and was told they were all too busy to speak to me. She then added that I couldnt be paid the money as I had not given sufficient cancellation notice (which is not true) - all in all three contradictory reasons why I couldnt be paid the money,

I challenged her on the 'Primus doesn't pay if it's less than £10' point, and accused her of simply making this up - and she failed to even deny that this was the case.

If I do not hear back about the above I will contact Ofcom.

Sound about right from Primus. Like I said they train their staff to lie.

Ofcom are a waste of time and I think have been replaced by equally useless substitute.