Newcall Telecom (Primus)

Jizz_Bun · 27 February 2013 at 6:40PM

Since Dec 12 I have noticed a real change in the level of service provided.

I used to get email notification to view my bill 2 weeks before the direct debit was taken. Now I don't get this.

The direct debit used to be taken on the 14th of the month but Newcall have forwarded this to the 1st of the month.

Most worryingly they have taken another DD today which makes 2 DD's in Feb (1st and 27th - Are they in financial trouble?) This has taken my "Bills account" overdrawn.

Also, today's DD is double the normal amount as they claim that I have exceeded my download limit. Previously I always got a warning if I was near my limit but not anymore.

I have looked at my account details but can't see an option to include a notification option for download limit.

I have been on hold most of the day, have sent them 3 emails and am now going to switch.

Beware.

Primus_Saver_representative · 1 March 2013 at 10:17AM

Hi Jizz Bun

I'm sorry to hear about the issues that you have encountered and I would very much like to assist you with these.

Firstly I’d just like to stress that New Call Telecom are by no means ‘going out of business’.

You are however quite right, back in October 2012 we announced that we were making changes to our billing dates to better align with how we understood our customers are usually paid and run their home budgets.

Direct Debits are now taken on/around the end of each month, 14 days after an invoice has been received in order to provide our customers with amble time in case they need to make preparations.

Regarding your excess broadband usage, unfortunately providing automated notifications for usage is regrettably a feature that we do not have access to at this moment in time (although this is something that we are trying to develop for our customers).

Irrespective of the reasons, we would never want one of our customers to be additionally out of pocket from an invoice so if you would be kind enough to email me your details, I will gladly look into this for you.

I hope this provides some clarification and if you would like to discuss anything further I will happily arrange for a more senior member of our customer service team give you a call.

Hope you have a good day.

Elliott

Former_MSE_Becca · 10 June 2013 at 11:24AM

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

doubledoh · 12 June 2013 at 4:14PM

It is a sad fact that the lack of customer service from Primus has led me, in complete frustration to this website. My landline telephone line has been out of order since 17th May. I suppose that it is possible for this to have been due to reasons beyond anyone's control, but why so long to resolve is beyond me. What is really frustrating is Primus's total inability to tell me when the problem will be resolved. Tens of calls to their customer service dept have produced nothinig but vague, inaccurate and dissembing replies. Promises to be called back, not subsequently met (3 times) haven't helped much either. And then when you say you want to complain you're told that complaints can only be made by e mail. Two e mails remain unuaddressed. I know they depend on BT Outreach to do the work, but nigh on 4 weeks??? Someone is having a laugh, or doesn't care perhaps? And then I thought.... maybe they are going out of business...... perhaps that would explain their total lack of focus on their customers.

Newcall Telecom (Primus)

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