Primus Telecommunications Group, Incorporated

Hello, We have confirmed that the two payments ($& $12.91) were returned Therefore, these amounts were still showing as balances due on the [redacted] account Althought the charges are valid, we have agreed to credit the charges as a goodwill gesture in order to bring the account balance to $ Since the amounts were unpaid to ***, a refund cannot be warranted However, the charges have been credited [redacted] does not provide call records Our Terms and Conditions confirm that the disputed charges were valid We give you confirmation that Ms***'s [redacted] account is now closed with a $balance [redacted] considers this matter resolved Sincerely, Don P [redacted] Executive Response Representative [redacted] Inc

Hello, Mr [redacted] contacted our Customer Service on April 28th to dispute the billing He was claiming that the service was down the first week of April and consequently, he was requesting a credit for the total amount of the invoice As it was explained by our Customer Service Associate, we have confirmed that there are several long duration calls made the first week of April and that as a result, we could not justify a credit for the full amount Mr [redacted] was offered a courtesy credit of $10.00, which he declined We have attached the invoice displaying the calls made during the first week of April In order to resolve this complaint and demonstrate good faith, Lingo will be happy to apply the $credit as a goodwill gesture (if Mr [redacted] accepts), however based on the aforementioned information, no further credits are warranted Sincerely, Don P [redacted] Executive Response Representative Primus Canada

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .Inboxx Revdex.com of Metro Washington DCFeb (days ago)to me ---------- Forwarded message ----------From: ExecutiveResponse < [redacted] >Date: Tue, Feb 10, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] " < [redacted] >Hello, Further to the below, we hereby confirm that Mrs [redacted] was contacted by phone today and Primus confirmed it will refund the disputed amount of $209.03.Mrs [redacted] agreed with the resolution and said she will confirm her acceptance of the resolution with your OfficeSincerely, Don P [redacted] Executive Response RepresentativePrimus Canada From: ExecutiveResponse Sent: Tuesday, January 27, 2:PMTo: ' [redacted] 'Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] Hello, We sincerely apologize for the delayed response to this complaint.We would like to resolve this complaint by refunding the disputed amount to the customer.Unfortunately, we have not been able to reach them by phone to confirm the amount and their mailing address (to mail the refund cheque).We will continue to try to reach them and will advise you accordinglySincerely, Don P [redacted] Executive Response RepresentativePrimus Telecommunications

Hello, Arial"> We have thoroughly investigated this complaint and hereby provide the following information: There was no Primus Telecommunications account number provided on the complaint form Consequently, we performed a search on the website for the service telephone number provided Our search confirmed that the number (###-###-####) belongs to [redacted] at the same address as the one provided on the complaint form However, the website also revealed that two other names are associated with that number, they are: [redacted] * [redacted] and [redacted] *** With this information, we were able to search these two names into our database This is how we were able to locate account number [redacted] , belonging to [redacted] *** The address on the account is also different The notes of the account confirm that on January 22, 2014, Primus received the letter of authorization dated January 22nd, and signed by [redacted] *** This confirms that ** [redacted] provided the required information to set up an account and confirmed with his signature ** [redacted] provided Primus with telephone number ###-###-#### for service On February 18th, ** [redacted] contacted our Customer Service department to dispute the account and requested cancellation The account was cancelled that same day Since the account belongs to ** [redacted] and not to [redacted] , [redacted] is not responsible for the invoice Additionally, due to the Privacy policy, Primus is not authorized to credit, cancel or discuss account details with anyone other than the actual account holder, in this case being *** Primus considers this matter resolved as [redacted] has no authority on the account Since ** [redacted] is the one who requested service on her number, this matter should be resolved between those two parties Sincerely, [redacted] Executive Response Representative Primus Telecommunications

See Attachment Fwd: Complaint [redacted] Inboxx Revdex.com of Metro Washington DCFeb (days ago)to me ---------- Forwarded message ----------From: [redacted] Date: Wed, Feb 11, at 5:PMSubject: Complaint [redacted] To: " [redacted] " < [redacted] >Attention to: [redacted] The Revdex.com Hello,I have responded to your message and sent my address and phone numbers to Don P [redacted] , Executive Response Representative Primus Telecommunications on the next day.On February 10th I received a call from himHe said they will pay me back by sending check to my home address if I withdraw my complaint (ID [redacted] )Actually, I don’t mind to do itWhat I really should do next? Please let me knowThank you for your time and attention, [redacted]

Hello, We sincerely apologize for this inconvenience I have received confirmation that the refund will be processed this afternoon Sincerely, [redacted] Executive Response Representative Lingo Inc

Hello, We wish to confirm [redacted] ***'s account is closed, it was cancelled on June 16th 2015, and we waived the balance owing in the amount of $ A message was left with [redacted] with our contact telephone number should he wish to discuss this matter further We consider this matter resolved Sincerely, Natalie M [redacted] Executive Response Representative ###-###-####

Hello, Although we have confirmed that the customer ported his number to another provider but failed to request cancellation with Lingo via email, as customers are required to do (per our Terms and Conditions), Lingo has agreed to refund the disputed amount of $ Sincerely, Don P [redacted] Executive Response Representative Lingo Inc

Hello, [redacted] sent us an email earlier today in which she requested confirmation that her account was cancelled and that she would not be responsible for a $reactivation fee As you can see in the copied email correspondence below, [redacted] confirmed that she made a final payment was made today as a final settlement on the account We again give you confirmation that the account is closed and will not be reactivated [redacted] 's payment will completely close the account Sincerely, Don P [redacted] Executive Response Representative Lingo Inc •Oct 2:48PM [redacted] as per cust emailupdate AR for PP From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Thursday, October 22, 2:PM To: John V [redacted] Subject: Re: Primus Account # [redacted] John, A final payment of $has been made online,payable to Primus today, on 10/22/This payment will settle any outstanding obligation and does not give rights to current and/or future service reinstatement Again, I do not want to re-activate this account and it should be permanently closedPhone number ###-###-#### is disconnected and no longer exists Thank you •Oct 1:40PM [redacted] recieved email response from cust sent email response back from cust From: John V [redacted] Sent: Thursday, October 22, 1:PM To: ' [redacted] ' Subject: RE: Primus Account # [redacted] Hi [redacted] I would like to confirmed that yourPrimus account is already cancelled since Sept 28th and just to clarify you will only be charge $Reactivation if you request to reinstate your service with us and since you clearly stated that you don't want to reactivate the service, this is to cofirm that we will not charge you for the $reactivation fee I have attached payment authorization forms so you can settle the payment for the final bill of $Thank you! Best Regards, John John [redacted] V [redacted] Primus/Lingo Payment Cente r ###-###-#### Email address: [redacted] @ptgi.com From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Thursday, October 22, 1:PM To: John V [redacted] Subject: Re: Primus Account # [redacted] John, I would like to inform you thatI reported this problem with Revdex.com and your company will receive my complaint I am willing to further and talk to media about this if nobody addresses my account soon

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As of Monday, 3/23, I am still receiving the harassing emails from Lingo (please see attached)I will not accept ANY resolution from Lingo until I am assured, with confirmation, that I will no longer receive these emails Regards, [redacted] ***

Hello, We wish to confirm we waived the balance owing in the amount of $ [redacted] ***'s account is cancelled and the file booked with the collection agency will be retracted shortly We will email a confirmation to [redacted] *** Lingo considers this matter resolved Should you have any related concerns or questions, we can be reached at ###-###-#### or by email at [email protected] Sincerely, [redacted] Executive Response Representative Lingo

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I just called Lingo - while they stated I should call their number and press 1, it is actually option After calling every day for the past two weeks, I finally managed to get someone to answer any of options 1, 3, - the phone would ring, ring, ring, and then go into disconnecting the call
I just finished talking to Lingo however, the call was finished by the person on the other side hanging up on me - again!!! Is this the way to treat the customers??! Is this the way to handle any situation??!
Also, the account shows as inactive AFTER I log in with my credentials and try to click on Customer Service option on the webpage after logging in - this has NOTHING to do with the email address on the account
Regards,
*** ***

Hello,
We wish to confirm we applied a $ credit and a request was submitted on March 26th 2015 to retract the file with the third party collection agency
This complaint is resolved. Should you have any related concerns or questions, we can be reached
at ###-###-#### or by email at ***@***.***
Sincerely,
Natalie M***
Executive Response Representative

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Lingo provide the the bill is not accurate, Because I didn't use there services in month of April The bill shows April 1st,2nd,3rd and 4th, but those date Lingo was out of Service, Even there headquarter no does not workif lingo has no service at all, how am I used there serviceTherefore this bill is not accurate, without any Notice they were out of service, and lingo jeopardize my and my family life, and I believe, Lingo fail to do there fiduciary duty with the customer
Since than I am not using there services, and I used different company service, and Lingo cannot charge me for April service,
And I believe, if we discovery all this years my bill, definitely will find lots of over charge lingo charge me
Regards,
*** ***

Hello,
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Our Network Security /Fraud Specialists previously investigated Ms***’s concerns and provided the following information:
On February 26th, Primus noticed suspicious calling activity and suspended your long distance capability, we notified your office and advised you of this activity. You advised our fraud team you had secured your phone equipment. Then again on March 3, there was further fraudulent activity Primus again shut down your long distance capability and contacted your office. Again you advised Primus Canada you had secured your phone equipment
The hack was the result of weak passwords set on your voice mail system, the hackers where able to call your office and call forward your phone lines internationally because of the weak password you had in place. Password security is your responsibility. Your office is responsible for toll
Our terms and conditions are very clearWith respect to fraudulent use of service clause
Theft of Service You agree to notify Lingo immediately, in writing, by electronic mail or by calling Lingo Customer Care, if the Device is stolen or if you become aware at any time that your Service is being stolen or used fraudulentlyWhen you call or write, you must provide your account number and a detailed description of the circumstances of the Device theft or fraudulent use of ServiceFailure to do so promptly after discovery of the improper use may result in the termination of your Service and additional charges to youYou will be liable for all use of the Service if your Device is stolen from you and any and all stolen Service or fraudulent use of the ServiceNotwithstanding anything herein to the contrary, credits will not be issued for charges resulting from fraud that arises out of third parties hacking into your Equipment, other equipment used by you, or the InternetThis includes, but is not limited to, modem hijacking, wireless hijacking, or other fraud arising out of a failure of your internal or corporate proceduresLingo will not issue credit for invoiced charges for fraudulent use resulting from your negligent or willful acts or those of an authorized user of your Service
Please note: Primus network security is an internal department within Primus. In this capacity, we monitor our network solely for the protection of Primus Network security has no obligation to provide security to our clients. It is only as a courtesy that we may identify and communicate unusual call volumes, tolls, and traffic to our client. Primus is not obligated by contract or any other means to provide fraud protection training or services to clients related to phone equipment. Primus is also not obligated by contract or other means to determine clients call pattern and ensure communication when said call pattern changes, again as a courtesy that we will communicate this information to our clients
We give you confirmation that the disputed charges are the responsibility of the customer and will therefore not be credited by Primus
Thank you
Cindy R***
Primus
Network security
###-###-####

Hello,
Arial">
We have reviewed ***’s Lingo account and hereby provide the following information:
Our records confirm that *** called us to cancel his Lingo account on April 15th. The account was effectively cancelled that same day. As indicated in his complaint, *** contacted another provider to port his number. Unfortunately, he did not contact Lingo until April 15th. We hereby refer you to our Terms and Conditions, where it states that:
All cancellations will be effective on the date that you call Lingo’s Account Management Department and cancel the service with an Account Management Representative who will also issue a cancellation confirmation numberLingo does not have the ability to schedule a cancellation for a future dateIt may take up to three (3) business days to actually terminate the provision of the Service to you
Your credit card will be charged for any usage after you contact Lingo to cancel your Service
All cancellations must be made by calling Lingo’s Account Management Department at the toll-free number listed on the first page of your invoiceLingo’s Account Management Department is open from Monday to Friday between a.mand p.mEST, and Saturday and Sunday between a.mand p.mESTCancellation requests by mail, e-mail, fax, equipment return, or any other form of non-telephonic communication requests will not be accepted
If you dispute any charges, you must notify us in writing at [email protected] or at the address below within thirty (30) days of receiving your credit or debit card statementIf you do not notify us in writing in a timely manner, you agree to waive any right to contest such charges
Based on the aforementioned Terms and Conditions, *** would be responsible for all charges claimed by Lingo.
In order to demonstrate goodfaith in resolving this complaint, Lingo has agreed to credit the current balance of $
Lingo will not refund previously paid amounts. Again, *** failed to contact Lingo by phone to request cancellation, as he was required to do
Lingo considers this matter resolved
Sincerely,
*** ***
Executive Response Representative
Lingo Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is my phone numberHow can you not rectify a matter or discuss/provide the LOA when the number is mine?
I reiterate -- THIS IS FRAUD!!
Regards,
*** ***

Hello,
We hereby reiterate what was previously communicated to the complainant via email on May 27th, 2015:
•May 2015 2:40PM ***
Dear ***,
Thank you for contacting Lingo Customer CareMy name is Lyn and I am happy to be assisting you with your account number ***We do apologize for the inconvenience as we were on phone maintenance yesterdayAs per records, there were no notes that you called to cancel before apart from yesterdayYour account is still active and charges are validWe cannot cancel the account by email for security reasons so please call us at our Toll-free # *** Option so we can assist you furtherThe email address ( ***.***@***.com) doesn't match the one we have on fileYour account will remain active and you will be responsible for charges until we receive your call
Should you have other questions and/or concerns, remember you can reply to this email or call us at our toll free number: 1-888-LINGO(546-***)It will be our pleasure to assist you further.Again, thank you! We value your patronage and look forward to helping you with any servicing needs in the futur e.Sincerely,
LynEmail Response AssociateLingo
Customer Care Residential Department
Primus Telecommunications________________________________
From: *** *** [***.***@***.com]Sent: Tuesday, May 26, 01:PMTo: [email protected]:Account *** cancellation request
hi there,
I did call your call center at +***However, the only option thatworks when calling this number is - billing and paymentsAll other options are ringing however no answerWhen I try to send anemail from myaccount, the message comes up and says that my account is not active anymore, however, I get charged USD since April without making anycalls to anyone.I managed to get someone on the phone when pressing
Further to the above, we would like to point out that the message the complainant received advising that the account was already cancelled is because the email address provided is not found in our database (as indicated above, the email address doesn’t match with our records)
We give you confirmation that all charges are valid and the complainant is required to contact Lingo at the aforementioned telephone number to cancel the service
Lingo considers this matter resolved
Sincerely,
Don P***
Executive Response Representative
Lingo Inc

Hello,
We have reviewed ***'s Lingo account and hereby provide the following information:
We have confirmed that the equipment has been returned to Lingo
We have agreed to refund the paid amount of $to ***'s credit card
We have also agreed to
credit the unpaid amount of $25.27. This credit will bring the account balance to $0.00. The account is currently closed
Please allow 2-weeks for the processing of the refund
Lingo considers this matter resolved
Sincerely,
*** ***
Executive Response Representative
Lingo Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***