Stockton Design Services, Inc.

Hello,
This serves to inform your that the refund of $has been processed to the customer’s Visa credit card
This information was also communicated to the customer via email
Primus considers this matter resolved

Initial Business Response /* (1000, 10, 2015/07/21) */
Hello,
We have confirmed that our internet service technicians have attempted to reach Mr*** on numerous occasions to help him resolve the internet issuesFurther attempts were made following receipt of this complaint, without
successWe left a message with a third party asking Mr*** to call our Tech Support department anytime (24/7) and provided their toll free numberUnfortunately, we were not contacted and therefore could not resolve the issue
As a goodwill gesture, we have credited the remaining balance of $38.18, despite not having been given the opportunity to resolve Mr***'s issueWe hereby confirm that no further credits will be applied for service chargesShould Mr*** wish to terminate his service, as indicated in his complaint, Primus is willing to let him do so without penalty
We would be happy to help Mr*** resolve his issues and retain his businessAgain, we invite him to contact our Technical Support department at: ***Our expert technicians are already aware of his situation and are ready to help troubleshoot the problem in order to promptly resolve this matter
This resolution note is submitted as we have also not been able to reach Mr*** directly
This note will be added to Mr***'s Primus account for future referenceThe $credit will be reflected on the next invoice
Primus considers this matter resolved
Sincerely,
*** ***
Executive Response Representative
Primus Canada

Initial Business Response /* (1000, 16, 2016/03/22) */
We wish to confirm we issued the refund to ***'s*** last week; upon calling *** to inform him the refund was processed, he informed us the*** we had is no longer active
We asked *** to contact
his*** company and to get back to us, since they may have forwarded the refund to the new, current***We haven't heard from *** however we will follow up with him and we will provide an update once *** confirms receipt of the refund
Initial Consumer Rebuttal /* (2000, 18, 2016/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I've recieved the credit from PrimusPlease close this dispute
At this point, I'd also like to thank Revdex.com for their efforts

Initial Business Response /* (1000, 19, 2016/01/14) */
Hello,
On ***, the Manager of our Receivables Management department responded to M*** email with the following:
Dear ***
This is to confirm receipt of your email and your request for a higher department
to review your accountThe receivables department is part of the Finance Team within Primus Canada and deals with all matters pertaining to unpaid accounts
I have reviewed the details surrounding your complaint and have also contacted *** to review your Primus fileYour account was forwarded to our third party agency at the end of *** due to non-payment of your outstanding balanceOur agency contacted you both by telephone and by email at the beginning of *** and you responded directly to our 3rd party agency by email on ***They have confirmed that you were aware your file had been listed with them and based on your email correspondence that you were also aware this collection mark was uploaded to ***
On *** you spoke with one of our customer service reps indicating your intent to return your modem and a return label was sent to your address on fileThis modem was never received by Primus CanadaAs this account was cancelled over one year ago the modem can no longer be returned for credit on your account
We do acknowledge that you have been making payments towards this outstanding balance and to date we have received the following payments;
***
Each of these payments have been reported to our agencyCurrently there is a balance owing of $*** on your accountOnce Primus Canada receives this final payment, notice will be sent to *** *** indicating that payment in full has been received and your collection file is "Paid in full."
The following email was sent to *** on ***:
Dear ***
Unfortunately once a file has been reported to *** it cannot be removed however as mentioned in my original email we report all payments that we receive to both the agency and ***Once we receive the remaining $*** payment on this account we will close the file with the agency and we will report to *** that the account has been settled and is paid in fullThis will result in a notation on your *** filed indicating the matter is resolvedOnce your *** file is noted anyone accessing your file will be able to see that this issue has been taken care of and is no longer a negative occurrence on your credit fileOnce we have received final payment on your account Primus can also provide you with a letter indicating that that your account is resolved for reference if you require
Customers are notified through various communications that failure to pay for services will result in further collection action including placement with an agency and that your credit rating maybe affectedBased on our contacts with you Primus provided sufficient notices of the outstanding balance, your account was moved to bad debt and sent to the agency in *** and the charges were explained to you in *** of Our agencies do provide a day window for full restitution before reporting to the credit bureausAlthough you have been making payments towards the balance these have been sporadic and to date the account is still not paid in fullAs indicated above once the account is paid in full we will ensure that your credit file is noted
***
----------------------------------------------------
We hereby refer you to our Terms and Conditions, where it states that:
13.cCancellation, Suspension or Termination by PrimusIn addition to all other rights as set out in this Agreement, Primus may cancel, suspend or Terminate this Agreement and Your Services and will charge a suspension fee if You:
(i) fail to pay outstanding past due amounts for Your Services or Your payment is returned N.S.FIn such cases, Primus may not resume Your Services until full payment is made sufficient to cover the amounts outstanding;
(ii) fail to pay outstanding past due amounts for any other services provided by Primus to You;
(iii) fail to provide interim payment when requested by Primus;
IN THE EVENT OF SUSPENSION, CANCELLATION OR TERMINATION OF SERVICES, ALL FEATURES AND SERVICES, INCLUDING 9-1-SERVICE, WILL ALSO BE SUSPENDED OR TERMINATED
13.dYour Responsibility to Pay Charges: You remain responsible to pay all charges for Your Services up to the date of cancellation or termination by PrimusYou remain responsible to pay all charges incurred including all charges that accrue during suspension of servicesPrimus reserves the right to charge You a reactivation fee if your Service is reactivated after suspension
10.bYou are responsible for payment to Primus of charges for all Service(s) and Equipment furnished to YouPayment is due thirty (30) days after the date of the billing invoice
10.cYou will be charged interest on outstanding past due amounts at the monthly compounded rate of 2% or such other rate as Primus may set from time to timeIn addition, an Administrative Surcharge will apply to payments that are returned as Not Sufficient Funds ("NSF"), including cheques, credit card and pre-authorized debit payments
10.fYou must bring invoice inquires or disputes to Primus' attention within forty-five (45) days of the date of the invoice, or You will be deemed to have accepted the invoice
Our complete Terms and Conditions document is located on our website at: www.primustel.ca
***
Initial Consumer Rebuttal /* (3000, 29, 2016/02/04) */
I was making direct payments to Primus CanadaAt no point did they tell me my file was being forwarded to a collection agencyThey were accepting payments without any issueI have contacted their customer service representative at no point they mentioned anything about my file being reported to ***
I was made aware of this amount owing by a collection agencyI called Primus and decided to directly deal with Primus instead of the collection agencyPrimus agreed with that and did not tell me that the matter is with the collection agencyHad primus made me aware that my file was going to be transferred I would have arranged money to pay the full amount before it was reported to the ***
*** I have done nothing wrong and they should erase the record from my *** file
Final Business Response /* (4000, 31, 2016/02/09) */
Hello,
We hereby give you confirmation that our position in this matter remainsUpon further review of ***'s latest comments, we are confident that his concerns were appropriately addressed in our initial responseOur resolution note of *** should be considered as our resolution to this complaint
Final Consumer Response /* (4200, 33, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with Primus's response because I have done nothing wrong*** ***They have made an error and they should take the steps to correct it for me because I cannot do it myselfI have made payments accordingly towards the amount owing, I have cooperated with them, I am also willing to negotiate and reach a deal where a win win situation is created for both partiesThis only can be achieved if Primus offers a reasonable deal to me and remove the record from my *** file
I am not satisfied with their response as it is vague and does not address the situation to why they cannot remove the record from my file
Thanks

Initial Business Response /* (1000, 13, 2016/12/16) */
Hello,
Our goal is to provide a reliable service and her business is greatly valuedWe agree that the customer experienced many problems with her phone service, and the completion of overseas calls
Each time, she reports a problem, we
open a repair ticket to resolve the issueMany tickets have been opened with regards to her home phone service or the difficulty completing calls to overseas destinationsOur terms of use support that we cannot guarantee a connectionIf the customer uses another network, we do not cover the fees
The customer requested we issue a refund cheque to cover one full year of service in compensation; we recently already applied a credit to cover months of service and we offered an additional credit to cover months of services; the customer rejected our offer
The customer also informed us of Internet problems, we asked her availability for our tech support to call her in order to resolve any problem; once she informs us of a convenient time frame, a request will be submitted
As per our terms of use, we do not provide compensation and we feel our offer is generous
Unfortunately, this complaint remains unresolved
Sincerely,
***
***
Initial Consumer Rebuttal /* (3000, 19, 2017/01/10) */
Please review carefully all my emails to Primus executive and technical support and phone conversations requesting technical support as there is a long trail of information in all that communication from my family that is being missed in this response!
Internet, local calling and long distance calling still with issuesI am wondering if Primus considers almost daily reports of issues OK to say "no garantee of connection" from Primus! I would like to know where is it that Primus draws the line about "no garantee" of connection and "realizing that there is definitely a huge issue with service provided to this address"
I am willing to pay for services that I use and I find reliable, not for Primus' "fake promise of services" that are not dependable and my family does not even know when / if they will be working when we need those services most (this includes Internet, local calling and long distance calling)I do not want to be 'robbed' by Primus, meaning paying for promises of sometimes non-existent/not working and non-reliable services! For instance, today, January 8th, again reports to Primus about (THREE) problems (!) with Internet, Local Calling and Long Distance calling
For a Canadian company like Primus I find it very insulting that these problems have been dragging for soo long!

Initial Business Response /* (1000, 14, 2015/10/14) */
Hello,
In ***, we emailed *** and *** requesting they remove the listing from their websites; we received no reply from ***
We later verified and we were not successful in locating her information
As per our
process, customers are required to fax a copy of their invoice to ***The invoice needs to include the name, address and phone numberthe company's logo must be visible
We hope this information will be helpful in resolving this matter
***
Initial Consumer Rebuttal /* (3000, 16, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this issue has been going on since ***, and this is company l have service with l do not agree with their respond for wanting me to send my information which they do have alreadyAll l m asking them to remove my information on the web ,thanks
Final Business Response /* (4000, 18, 2015/10/22) */
Hello,
We are responsible to assist in removing information that is listed on directory websites, however do not have the capability of removing information from other websites
If the information is listed on a website, a request should be sent to the specific site to remove any information that is not authorized
***

Initial Business Response /* (1000, 13, 2016/11/11) */
Hello,
We give you confirmation that the termination of $*** billed on November 6th (not $***) has been credited as a goodwill gesturePrimus considers this matter
resolved
Sincerely,
***
Primus

Initial Business Response /* (1000, 18, 2015/08/19) */
Hello,
We have reviewed ***' concerns and hereby provide the following information:
Primus has credited the amount of *** for the difference in rates to *** and all service charges and late payment charges
incurred after *** *** is responsible for the remaining balance of ***
*** indicated that she transferred her long distance service to ***The long distance service for telephone number *** still appears active on the Primus network and this explains the continued billing
It is therefore assumed that *** provides long distance service using an access code, which is why they did not transfer the long distance line to their networkBy default, the long distance service must be connected to a networkSince *** indicated that she cancelled the service and no longer wants the Primus service, we have submitted a request to transfer the long distance service back to the default carrier ***The transfer should be completed within the next 5-days*** may call the National verification number *** A *** recording will confirm that the transfer has been completedThis will ensure that Primus stops billing *** for long distance service
We trust that the aforementioned information satisfactorily resolves ***' concerns
***
Initial Consumer Rebuttal /* (3000, 20, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe I should pay the *** for late charges and service fees
I switched over to ***, and at that time I called the phone number provided me by*** that confirmed that my long distance provider was***
I don't use access code with***I use direct dial to place long distance calls, exactly the same way I used to have with Primus
I did not have any contract with Primus so they should've let me cancel their services when I called their customer service, like any other service provider would
Final Business Response /* (4000, 22, 2015/08/25) */
Hello,
Primus has agreed to credit the remaining balance of *** as a goodwill gesture
***
Final Consumer Response /* (2000, 26, 2015/08/31) */
I accept Primus response to credit the remaining balance of ***

Hello,
Hello,
We have reviewed *** ***'s Primus account and confirmed that the modem has been returned. Consequently, the disputed non-returned modem fee has been reversed. The account is now closed with a $balance
We sincerely regret any confusion/inconvenience caused by
this inadvertent situation and trust that the aforementioned resolution is satisfactory
Sincerely,
*** ***
Executive Response Representative
Primus

Initial Business Response /* (1000, 10, 2016/03/17) */
Hello,
Primus previously received the same complaint via another source
Primus confirmed that the disputed fee has been credited and that the amount of $*** will be refunded
*** subsequently confirmed that he is
satisfied with this resolution
***

Initial Business Response /* (1000, 10, 2016/06/15) */
Hello,
We have attempted to reach the customer on numerous occasions, without successWe have reviewed the repair tickets on the account and confirmed that unfortunately, the customer was not cooperative and refused to troubleshootPrimus
was unable to resolve the quality issues for this reasonWe would like to help the customer resolve these issues and kindly ask that she contacts our Technical Support department at *** at her earliest opportunityFor the inconvenience, we have agreed to provide a $*** goodwill creditPrimus will not provide any further credits until the customer agrees to troubleshootIn her complaint, the customer indicated she tried to get other people to call on her behalf and that our security screening is unreasonableBy law, Primus is required to adhere to the Privacy Policy law, which states that only the account holder or an authorized user may call to obtain information or make changes to an accountShould the customer wish to provide account access to another party, she will be required to contact our Customer Service department in order to provide specific names of the people she wants to authorize on the accountPrimus considers this matter resolved
***

Initial Business Response /* (1000, 10, 2017/01/25) */
Hello,
We have reviewed this complaint and confirmed that the complainant is not the Primus account holderDue to the Privacy law, we will provide only general information
We give you confirmation that the modem was returned to Primus
and the account has been closed and all charges have been creditedNo further bills will me sent to the complainant's address
Sincerely,
***
***
Final Business Response /* (1000, 19, 2017/01/26) */
Hello,
This is the second identical complaint we have received from the Revdex.com this weekHere is our response to your previous complaint (#***):
We have reviewed this complaint and confirmed that the complainant is not the Primus account holderDue to the Privacy law, we will provide only general information
We give you confirmation that the modem was returned to Primus and the account has been closed and all charges have been creditedNo further bills will me sent to the complainant's address
Sincerely,
***
Primus

Initial Business Response /* (1000, 13, 2016/10/21) */
Hello,
We give you confirmation that account number [redacted] is now closed.
The amount of $[redacted] was refunded to Visa (number ending with [redacted]) on October 20th. We invite the customer to confirm the refund with Visa.
Primus considers...

this matter resolved.
Sincerely,
[redacted]
Primus

Initial Business Response /* (1000, 6, 2015/06/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
This serves to confirm the refund in the amount of $ 250.00 was processed on June 12th to a [redacted] credit card.
We left a...

message with the customer informing the refund was processed on June 12th.
Sincerely,
[redacted]
Executive Response Representative
Initial Consumer Rebuttal /* (2000, 8, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive it.[redacted].

Initial Business Response /* (1000, 10, 2015/09/21) */
Hello,
We wish to confirm a $ 45.03 refund will be issued this week.
We haven't been successful in reaching [redacted] however we left her a message confirming the refund will be processed this week; we will follow up with...

[redacted] to ensure she receives it.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been promised a refund for many months to date. Once I have a cheque in hand, I will accept this response.
Final Consumer Response /* (4200, 16, 2015/09/28) */
I do not yet as of today have a refund cheque from primus
again promises -- but no refund

[redacted]
Final Business Response /* (4000, 18, 2015/09/28) */
Hello,
We give you confirmation that cheque [redacted] issued on [redacted] and should be delivered shortly.
[redacted]

Initial Business Response /* (1000, 5, 2017/05/23) */
Hello,
We wish to confirm the issue was resolved on May 19th.
A credit in the amount of $ [redacted] was applied to cover one month of billing.
This complaint is resolved.
Sincerely,
[redacted]
Executive Response Representative ...


Initial Consumer Rebuttal /* (2000, 7, 2017/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took longer than initially expected, but eventually they restored my voip service. The credit that I've got on my account, more than covers the period of service not being available. My contract with Primus ends in a few months, but if the service will be good from now on, I may stay with them even after the contract expires.

Initial Business Response /* (1000, 10, 2015/10/30) */
Hello,
We give you confirmation that the non-returned modem fees have been credited to the account. The account is now closed, no further bills will be sent.
We sincerely apologize for any inconvenience this situation may have caused...

[redacted]

Initial Business Response /* (1000, 10, 2016/09/19) */
Hello,
We have reviewed [redacted] account and confirmed that on [redacted] spoke with one of our Customer Service Supervisors, who explained that all customers were subject to a price increase.

Customers were advised in...

advance of the price increases in the form of a memo on their invoices. Below is the memo taken from [redacted] invoice:
Primus is committed to continued
investment in our network,
customer care and products to
provide you with the best
possible experience. Due to
recent changes in the cost to
provide some services, the
monthly rates for some
products will change
effective your next bill.
Please see the last page
of this bill for details.
We hereby refer you to our Terms and Conditions, where it states that:
9. CHANGES OR TERMINATION OF RATES AND PLANS.
Primus may at any time and without notice to You, change, modify or terminate any rates, plans or plan features, in whole or in part, including introducing new charges or fees. In the event of any such change, by Your continued subscription to the Services you will be deemed to have accepted the change and You will be responsible for paying all charges incurred for use of the Services, including charges resulting from the change or modification.
We have confirmed that our Customer Service Supervisor offered to review her plan and possibly offer a newer plan with lower pricing. Unfortunately, Mrs. Silgardo declined and indicated that she would continue to complain and that Primus would be obligated to refund what she feels she has overpaid.
We give you confirmation that the pricing is correct and no credits or refunds can be warranted. If Mrs. Silgardo is not satisfied with the pricing, she is free to look for another provider.
Sincerely,
[redacted]
Executive Response Representative
Primus
Initial Consumer Rebuttal /* (3000, 12, 2016/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, they did not provide any information re increase in their service charges. I would have fought against it if and when they had.
Secondly - please note I did not choose Primus as my phone line provider. I was shunted to Primus by [redacted] due to my number being an anolog type which [redacted] could no longer support.
Third, the customer service rep did offer to reduce my charges but, for example as I do not recall the actual numbers, from $**/month before taxes she could reduce it to $**/month before taxes. $* has very little value these days.
Last of all, please ask Primus what value do they bring for $**/month? My phone line has a basic service and they rates of $**/month with tax is astrocious!
I am being overcharged for under service.
There is no customer service experience either whenever I have interacted with their reps. Their attitude is "take it or leave it."
I am not at all in agreement with their response and would like to see some of my hard-earned money returned.
Thank you.
Final Business Response /* (4000, 14, 2016/09/26) */
Hello,
We give you confirmation that our position in this matter remains. Again, Primus provided notification prior to the increases.
Sincerely,
[redacted]
Executive Response Representative
Primus
Final Consumer Response /* (4200, 16, 2016/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Primus did not send me notification. I refuse to pay them any more money until they bring the rates down to a more reasonable level and adjust the unreasonable and unjustified amount owing. They are free to cut my phone line as I am very unhappy with their services.
.
Thank you

Initial Business Response /* (1000, 12, 2017/06/22) */
Hello,
We wish to confirm we charged the customer a $ [redacted] cancellation fee however we reduced it to $ [redacted]
Since we already processed a payment, we will refund the customer the amount of $ [redacted] ($[redacted]+ tax).
This complaint is...

resolved to the satisfaction of the customer.
Sincerely,
[redacted]
Executive Response Representative
Initial Consumer Rebuttal /* (2000, 14, 2017/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The cancellation fee was against CRTC regulations and so Primus adhering the regulations is the correct resolution to the overcharging of cancellation fees.

Initial Business Response /* (1000, 12, 2016/11/09) */
Hello,
We have reviewed this complaint and confirmed that the application was filled out online.
Primus processed the application in good faith, based on the information provided by the customer. We give you confirmation that customers must...

acknowledge all listed items (listed below)by checking the box or the order will not get processed. This is the last step of the sign up process before the application is submitted for processing:
I acknowledge, understand and agree that:
1. I have read and understood the General Terms and Conditions of Service and the "plan name" Terms and Conditions.
2. I acknowledge that Primus Canada may make credit inquiries regarding my application including a credit check, if necessary. The information contained in this application is confidential and will be used for the sole purpose of establishing and administering my account.
3. I authorize Primus Canada to become my long distance provider for the Digital Home Phone number (s) I have provided.
PLACE ORDER
Again, we reiterate that the application would have been rejected if the above was not completely filled out and acknowledged. For this reason, Primus does not accept any responsibility in this matter and considers this matter resolved.
Sincerely,
[redacted]
Primus
Initial Consumer Rebuttal /* (2000, 14, 2016/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has become apparent that the content or inclusion of stipulation surrounding credit checks has been identified to my surprise. As a result I must regress and accept the obvious. Thank you