Initial Business Response / [redacted] (1000, 10, 2017/10/23) */ Hello, [redacted] was contactedPrimus offered a $ [redacted] goodwill credit and she accepted Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 11, 2017/08/16) */ Hello, We have reviewed [redacted] 's complaint and hereby provide the following information: [redacted] stated that she was not advised of the tech visit that was originally scheduled for August 1stOur records confirm that on July 28th, an email advising her of the scheduled tech visit was sent to her On August 1st, the technician reported no access, which means that he showed up to the customer's residence but no one was present [redacted] indicated that she was expecting a callback between August 1-that never took placeOur records confirm that she was contacted by a Technical Support Representative on August first and was advised that she would be required to contact our Onboarding team in order to reschedule the tech visit On August 4th, we confirmed a tech visit reschedule for August 9th in the afternoon and tried calling [redacted] to advise herUnfortunately, we were unable to reach her by phone or leave a voice mail message as the voice mail was not set up On August 5th, Primus sent [redacted] another email to advise her of the tech visit reschedule for August 9thOn August 7th, [redacted] was also advised verbally of the tech visit for August 9th On August 9th, the tech showed up to the residence and later reported no syncOur onboarding team confirmed that the order was completed on August 10thTherefore, if [redacted] is unable to use the internet, she is required to contact our Technical Support department by calling [redacted] (They are available 24/7) We have confirmed that the local service was cancelled on August 1st and no charges have been incurred for that service beyond that date Primus has agreed to credit $ [redacted] for DSL charges for the period of August 1st - 4th and $ [redacted] for DSL charges for the period of August 5th - 16th = total credit (before taxes) = $*** Since changes were requested to her service, the Local Home Phone service and DSL service were billed separately on the July invoice for the period of June 26th - August 1stWe rerated that same period at the previous bundle pricing and issued a credit of $ [redacted] (before taxes) Therefore, credit of $ [redacted] + credit of $ [redacted] = Total credit of $ [redacted] (before taxes) = Total credit of $ [redacted] (including taxes)A credit of $ [redacted] has been applied to [redacted] 's account today The August invoice includes a valid termination fee The aforementioned clearly demonstrates that Primus has provided all necessary service credits [redacted] is requesting compensation for lost time, alleged lack of service, etcWe hereby refer you to the following sections of our Terms and Conditions, where it states that: WARRANTY DISCLAIMER AND LIMITATION OF LIABILITY 16.aPrimus does not guarantee uninterrupted Services operationPrimus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers, provide the services "as is" and make no express or implied warranties of any kind regarding the Services, facilities, network, Equipment or products in any wayTo the extent applicable by law, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers make no warranty of merchantability or fitness for a particular purpose or use 16.cNotwithstanding the foregoing, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers , shall in no event be liable to You or any person for any actual, direct, indirect, consequential, special, incidental, reliance, punitive or any other damages, or lost profits of any kind whatsoever, injury, death or damage to person or property, whether in negligence, breach of contract tort or other causes of action, arising out of the provision of Services or in any way from this Agreement, INCLUDING BUT NOT LIMITED TO THE AVAILABILITY OF 9-1-SERVICE 13.b.Cancellation by YouIf You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted] If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination You are responsible for any other cancellation or cancellation related charges set out in Your Service AgreementUpon cancellation of Your Service(s), You will remain responsible and agree to pay for all charges which You owe Primus until You have paid Your account in full to the satisfaction of Primus -end of Terms and Conditions-- Although [redacted] indicated in her complaint that she had no intention of continuing to use Primus' service, she did not wish to confirm that she wanted to cancel the serviceTherefore, no changes have been made to her service [redacted] will be responsible for ongoing service charges incurred for as long as the service remains activeAgain, if she is experiencing technical issues, she is required to contact our Technical Support department at the aforementioned number Primus cannot warrant any further credits or refunds on the account and considers this matter resolved Sincerely, [redacted] Executive Response Representative Primus Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Primus' records may indicate they sent me an email, I never received itIts not clear to me why this happened, but I did search my folders and could not retrieve itFurther I was not contacted to identify a time when I could be home, but rather an appointment was unprecipitously scheduled without my knowledgeI don't dispute that I was called on August 4th and was aware of the August 9th appointment I was never advised of increases to my invoice or cancellation charges when I contacted Primus to cancel my servicesIt's unreasonable for Primus to have placed these charges on my account without informing me of them at the time, whether or not they are buried in a multi page service agreement I haven't had occasion to read in four years Given that I have had no service since August 1st I am not paying for any further internet serviceI reiterate that credits to my account are of no use because I do not have any service to pay for, and hours of effort by me, including repeated calls to Primus technical support has not resulted in any service Primus suggests I must call technical support if I lacked service as of August 10thI indeed called toward COB Pacific Time August 10th, spoke with a technician and a supervisor who committed to calling me back between 8am and 9am Pacific Time on August 11thI never received the call and at that time I contacted Revdex.comAs I explained in my request, I can't put any more hours into securing internet service from PrimusThat is why I contacted Revdex.comThis response seems to suggest that the next action should be contact from me to tech services, rather than acknowledging the missed call back to me which prompted the complaint As I outlined this morning, the behavoir of the individual I spoke to this morning was aggressive and made me uncomfortable in providing any kind of verbal confirmation over the phone**I hereby request cancellation of my internet service and a waive of any cancellation fee[redacted] I'm confused by the breakdown of credits described in this message and request a full breakdown of any charges on my account to be provided via the Revdex.com Final Consumer Response / [redacted] (3000, 28, 2017/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the confirmation I have indicated that I do not accept the response because the refund was promised and not provided beforeI believe this complaint must be kept open until Primus confirms the refund has been processedFurther, weeks is a long period to wait for a credit card refund Final Business Response / [redacted] (1000, 26, 2017/09/07) */ Hello, We apologize for the delay in processing the refundWe have confirmed that it will be processed within the next weeks Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 5, 2017/07/20) */ Hello, Primus received the exact same complaint previously (Revdex.com case# [redacted] ) Here is our resolution note: 07/18/Receive Business Response Hello, We have confirmed that [redacted] credit card was refunded on Monday, July 17th [redacted] may contact her credit card company to confirm Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 10, 2016/09/19) */ Hello, We have reviewed [redacted] account and confirmed that on [redacted] , [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 invoicesBelow 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 experienceDue 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: 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 feesIn 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 pricingUnfortunately, MrsSilgardo 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 warrantedIf MrsSilgardo is not satisfied with the pricing, she is free to look for another provider Sincerely, [redacted] Executive Response Representative Primus Initial Consumer Rebuttal / [redacted] (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 chargesI would have fought against it if and when they had Secondly - please note I did not choose Primus as my phone line providerI 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 $**/month before taxes$ [redacted] 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 repsTheir 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 / [redacted] (4000, 14, 2016/09/26) */ Hello, We give you confirmation that our position in this matter remainsAgain, Primus provided notification prior to the increases Sincerely, [redacted] Executive Response Representative Primus Final Consumer Response / [redacted] (4200, 16, 2016/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Primus did not send me notificationI 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 owingThey are free to cut my phone line as I am very unhappy with their services Thank you
Initial Business Response / [redacted] (1000, 10, 2016/12/08) */ Hello, This serves to confirm we listened to the customer's call in October and indeed he requested to cancel however by mistake our associate did not submit a cancel request Effective today, the services are cancelled and we applied a credit to cover the billing for the past monthsThe account is closed and no further invoice will be issued This complaint is fully resolved Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2016/02/16) */ Hello, We wish to confirm we reviewed [redacted] 's billing and we informed him that we made a mistake [redacted] , he signed up for a $ [redacted] bundle for the Home phone and the Internet, by mistake the customer was billed for only the home phone service at $ [redacted] per month until [redacted] Upon noticing our mistake, we called the customer to let him know he was not being billed for Internet and we put him on a bundle at [redacted] for the first three months and $ [redacted] after In [redacted] , [redacted] was billed the amount of $ [redacted] and he called us, our solutions team agreed to give him the monthly rate of $ [redacted] and he accepted As a goodwill gesture, I offered to give him a $ [redacted] credit to cover the [redacted] billing although the customer had cheaper rates until [redacted] We consider this matter fully resolved [redacted]
Initial Business Response / [redacted] (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 customerWe give you confirmation that customers must acknowledge all listed items (listed below)by checking the box or the order will not get processedThis is the last step of the sign up process before the application is submitted for processing: I acknowledge, understand and agree that: I have read and understood the General Terms and Conditions of Service and the "plan name" Terms and Conditions I acknowledge that Primus Canada may make credit inquiries regarding my application including a credit check, if necessaryThe information contained in this application is confidential and will be used for the sole purpose of establishing and administering my account 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 acknowledgedFor this reason, Primus does not accept any responsibility in this matter and considers this matter resolved Sincerely, [redacted] Primus Initial Consumer Rebuttal / [redacted] (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 surpriseAs a result I must regress and accept the obviousThank you
Initial Business Response / [redacted] (1000, 10, 2017/09/29) */ Hello, We wish to confirm we called the customer and we agreed to apply a credit to his account; he requested $ [redacted] and we applied a $ [redacted] credit for the balance owing as a goodwill gesture for inconvenience experienced This complaint is fully resolved Sincerely, [redacted] Executive Response Representative Initial Consumer Rebuttal / [redacted] (2000, 12, 2017/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2015/09/03) */ Hello, When a customer moves and cancels service at the old location, the termination is applicable and validIn order to resolve this complaint, we have agreed to waive the $ [redacted] (+tax) termination fee as a goodwill gesture It is unclear if [redacted] is requesting a credit for lost wages from Primus, however it is Primus' policy to not compensate for lost wagesTherefore, we give you confirmation that no further credits will be forthcoming [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/09) */ Thanks for looking into this matterI am not satisfied with their responseI was aware of their cancellation fee and I understand that they will not compensate for for the lost wages although there was a miscommunication problem between [redacted] and themI am wondering if I can get a credit to make up for that lost wages Abla Final Business Response / [redacted] (4000, 14, 2015/09/10) */ Hello, Our position in this matter remainsAs it was previously indicated, Primus credited the termination fee as a goodwill gesture but will not credit for lost wages [redacted]
Initial Business Response / [redacted] (1000, 11, 2016/05/24) */ Hello, We reached [redacted] and we extended our sincere apologies for the inconvenience he experienced after being billed a shipping & handling fee and not being required to return the equipment. The account currently displays a... credit balance of $ ***;we are awaiting for the final invoice before issuing the refund. The final invoice will include a credit balance since we bill one month in advance and he cancelled before the end of the term. [redacted] agreed we can wait until the final invoice is issued before completing the refund. We will follow up around June 6th to confirm the refund to be processed. This complaint is considered fully resolved. [redacted] Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 11, 2017/01/11) */ Hello, We have reviewed [redacted] 's account and confirmed that the issue was resolved earlier todayWe regret that [redacted] experienced these problems and had difficulty reaching us We have applied a compensatory credit of $***, which will be reflected on the next invoice Sincerely, [redacted] Primus
Initial Business Response / [redacted] (1000, 17, 2017/09/12) */ Hello, We wish to confirm the services are working and this complaint is resolved A credit to cover one month has been applied to [redacted] account Sincerely, [redacted] Executive Response Representative Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have decided to terminate my contract with Primus for personal reasonsI have been in contact with [redacted] at Primus who understands both my situation and the reasons for my decisionShe has been very helpful in this difficult situation Final Business Response / [redacted] (4000, 21, 2017/09/18) */ Hello, The customer decided to cancel and no further involvement is required You may close this complaint as resolved Sincerely, [redacted] Executive Response Representative Final Consumer Response / [redacted] (2000, 23, 2017/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint resolvedThanks for your help in this matter
Initial Business Response / [redacted] (1000, 11, 2017/01/26) */ Hello, We previously addressed this complaint, below is our resolution: [redacted] , Your situation has been referred to my attention as you indicated that you have filed a complaint with the Revdex.com I have reviewed your account and hereby provide the following information: We hereby refer you to the following section of our Terms and Conditions, where it states that: 13.b.Cancellation by YouIf You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted] If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination --end of note-- On December 9th, 2016, you agreed to enter into a year contractI have copied your email below for your reference: From: [redacted] Sent: Friday, December 9, 12:PM To: [redacted] Subject: RE: Contact Form - internet dear primus: on the year plan,is that $***, a month for the entire years? if it is, I will take it, I want to continue as a primus customer, thank u, [redacted] --end of note-- Based on our Terms and Conditions, you would normally be responsible for the termination feeHowever, we have agreed to credit this fee as a goodwill gesture You indicated in your below email that you made arrangements with [redacted] to subscribe to their serviceUnfortunately, you did not contact Primus to cancel your existing service, as required and as clearly noted in our Terms and ConditionsConsequently, your service remained active and Primus continued to bill your account As it was previously indicated, Primus has agreed to make the effective date of cancellation of your Primus service for December 31st, which is the date you indicated you subscribed to Rogers' serviceAgain, this was done as a goodwill gesture Because we were not advised of your cancellation, we did not get the opportunity to send you a return label in order to return the modem to Primus, per our usual procedureYou indicated that you returned the modem, however our records cannot corroborate this and consequently, Primus will not process the requested refund until we have confirmed that the modem has been returnedWe hereby refer you to the following section of our Terms and Conditions, where it states that: 6.jReturn of EquipmentUpon cancellation or termination of Services, You agree to return, at your own expense (alternatively a Shipping & Handling Fee will be billed to You by Primus), the Equipment to Primus in good working condition within thirty (30) days of cancellation/termination or within a time specified by PrimusYou are responsible for continuing charges for the Equipment until its returnIf You fail to return the Equipment within the required time, Primus may repossess the Equipment at Your expense, and/or may charge You for the replacement cost such Equipment -end of note-- [redacted] , if you have any information you could provide Primus regarding the modem, we will gladly assist you in investigating its return so that we may promptly process the refund on your accountPlease feel free to reply to this message with any information or if you have any related questions Sincerely, [redacted] Primus Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned their modem, 1st week of ja2017, In a primus box,with a primus prepaid label, included were phone cable, Ethernet cable, power supply,, I paid a deposit, in advance for their service, and was also paid a few months in advance, then they said the would send a shipping in 3-days which I didn't need I already had 1,so by saying that, it means they accepted my termination I was reading online that primus has tried this stunt with others, saying they didn't receive the modem, you can see other complaints of same nature online Final Business Response / [redacted] (4000, 15, 2017/01/27) */ Hello, Below is an email message we sent [redacted] earlier today Sincerely, [redacted] -----Original Message----- From: ExecutiveResponse Sent: Friday, January 27, 12:PM To: ' [redacted] ' Subject: RE: FW: Contact Form - internet Hello [redacted] , I was following up on your account and give you confirmation that your modem has been received, thank you! I am currently working with our Receivables Management department to prepare your refund (by cheque) I will get back to you shortly to confirm the amount of your refund In the meantime, please confirm that you still reside at the same address: [redacted] Sincerely, [redacted] Primus
Initial Business Response / [redacted] (1000, 13, 2015/06/02) */ Hello, Ms [redacted] was contacted today and was given our toll free numberMs [redacted] agreed to call us directly if the problem reoccursGiven that this is an intermittent issue triggered by bad weather, it is difficult to investigate when the service is working properlyIf the problem reoccurs, we will involve our provisioning team in order to provide a prompt resolution Sincerely, [redacted] Executive Response Representative Primus Canada
Initial Business Response / [redacted] (1000, 10, 2015/09/11) */ Hello, We called [redacted] and confirmed he needs to pay $ [redacted] to cover 25% of the total amount forwarded to a third party collection agency, since they bill us % of the total amount referred to them The amount of $ [redacted] was referred to a third part collection agency in *** A $ [redacted] security deposit is also required; as per out terms of use, we have the right to ask for a security deposit CREDIT CHECK AND SECURITY DEPOSITS 12.aPrimus and those acting on its behalf reserve the right to conduct a credit check from time to time on You and to require a deposit or other security, including a credit card payment, before it provides or continues to provide any Service to You, and You consent to the credit check and the provision of Your personal information to credit bureaus, credit grantors and suppliers of services, in accordance with Primus' Privacy PolicyYou Further agree to provide any appropriate authorizations and financial information as Primus may reasonably request for this purpose If the customer agrees to pay both the agency recovery fee and the security deposit, we will provide services [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Hello, We wish to confirm we billed [redacted] a non returned modem fee of $ ***Since the modem was returned on [redacted] , we applied a reversal fee to the account bringing a credit balance of $ *** A refund cheque in the amount of $ [redacted] will be issued and sent to [redacted] 's home address within two weeks; we will follow up to ensure she receives the refund cheque We confirmed her credit rating has not been affected by this incident since we didn't forward the balance owing to a third party collection agency We consider this complaint fully resolved [redacted]
Initial Business Response / [redacted] (1000, 10, 2017/10/23) */ Hello, [redacted] was contactedPrimus offered a $ [redacted] goodwill credit and she accepted Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 11, 2017/08/16) */ Hello, We have reviewed [redacted] 's complaint and hereby provide the following information: [redacted] stated that she was not advised of the tech visit that was originally scheduled for August 1stOur records confirm that on July 28th, an email advising her of the scheduled tech visit was sent to her On August 1st, the technician reported no access, which means that he showed up to the customer's residence but no one was present [redacted] indicated that she was expecting a callback between August 1-that never took placeOur records confirm that she was contacted by a Technical Support Representative on August first and was advised that she would be required to contact our Onboarding team in order to reschedule the tech visit On August 4th, we confirmed a tech visit reschedule for August 9th in the afternoon and tried calling [redacted] to advise herUnfortunately, we were unable to reach her by phone or leave a voice mail message as the voice mail was not set up On August 5th, Primus sent [redacted] another email to advise her of the tech visit reschedule for August 9thOn August 7th, [redacted] was also advised verbally of the tech visit for August 9th On August 9th, the tech showed up to the residence and later reported no syncOur onboarding team confirmed that the order was completed on August 10thTherefore, if [redacted] is unable to use the internet, she is required to contact our Technical Support department by calling [redacted] (They are available 24/7) We have confirmed that the local service was cancelled on August 1st and no charges have been incurred for that service beyond that date Primus has agreed to credit $ [redacted] for DSL charges for the period of August 1st - 4th and $ [redacted] for DSL charges for the period of August 5th - 16th = total credit (before taxes) = $*** Since changes were requested to her service, the Local Home Phone service and DSL service were billed separately on the July invoice for the period of June 26th - August 1stWe rerated that same period at the previous bundle pricing and issued a credit of $ [redacted] (before taxes) Therefore, credit of $ [redacted] + credit of $ [redacted] = Total credit of $ [redacted] (before taxes) = Total credit of $ [redacted] (including taxes)A credit of $ [redacted] has been applied to [redacted] 's account today The August invoice includes a valid termination fee The aforementioned clearly demonstrates that Primus has provided all necessary service credits [redacted] is requesting compensation for lost time, alleged lack of service, etcWe hereby refer you to the following sections of our Terms and Conditions, where it states that: WARRANTY DISCLAIMER AND LIMITATION OF LIABILITY 16.aPrimus does not guarantee uninterrupted Services operationPrimus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers, provide the services "as is" and make no express or implied warranties of any kind regarding the Services, facilities, network, Equipment or products in any wayTo the extent applicable by law, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers make no warranty of merchantability or fitness for a particular purpose or use 16.cNotwithstanding the foregoing, Primus and its directors, officers, agents, assigns, underlying carriers, licensors and suppliers , shall in no event be liable to You or any person for any actual, direct, indirect, consequential, special, incidental, reliance, punitive or any other damages, or lost profits of any kind whatsoever, injury, death or damage to person or property, whether in negligence, breach of contract tort or other causes of action, arising out of the provision of Services or in any way from this Agreement, INCLUDING BUT NOT LIMITED TO THE AVAILABILITY OF 9-1-SERVICE 13.b.Cancellation by YouIf You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted] If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination You are responsible for any other cancellation or cancellation related charges set out in Your Service AgreementUpon cancellation of Your Service(s), You will remain responsible and agree to pay for all charges which You owe Primus until You have paid Your account in full to the satisfaction of Primus -end of Terms and Conditions-- Although [redacted] indicated in her complaint that she had no intention of continuing to use Primus' service, she did not wish to confirm that she wanted to cancel the serviceTherefore, no changes have been made to her service [redacted] will be responsible for ongoing service charges incurred for as long as the service remains activeAgain, if she is experiencing technical issues, she is required to contact our Technical Support department at the aforementioned number Primus cannot warrant any further credits or refunds on the account and considers this matter resolved Sincerely, [redacted] Executive Response Representative Primus Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Primus' records may indicate they sent me an email, I never received itIts not clear to me why this happened, but I did search my folders and could not retrieve itFurther I was not contacted to identify a time when I could be home, but rather an appointment was unprecipitously scheduled without my knowledgeI don't dispute that I was called on August 4th and was aware of the August 9th appointment I was never advised of increases to my invoice or cancellation charges when I contacted Primus to cancel my servicesIt's unreasonable for Primus to have placed these charges on my account without informing me of them at the time, whether or not they are buried in a multi page service agreement I haven't had occasion to read in four years Given that I have had no service since August 1st I am not paying for any further internet serviceI reiterate that credits to my account are of no use because I do not have any service to pay for, and hours of effort by me, including repeated calls to Primus technical support has not resulted in any service Primus suggests I must call technical support if I lacked service as of August 10thI indeed called toward COB Pacific Time August 10th, spoke with a technician and a supervisor who committed to calling me back between 8am and 9am Pacific Time on August 11thI never received the call and at that time I contacted Revdex.comAs I explained in my request, I can't put any more hours into securing internet service from PrimusThat is why I contacted Revdex.comThis response seems to suggest that the next action should be contact from me to tech services, rather than acknowledging the missed call back to me which prompted the complaint As I outlined this morning, the behavoir of the individual I spoke to this morning was aggressive and made me uncomfortable in providing any kind of verbal confirmation over the phone**I hereby request cancellation of my internet service and a waive of any cancellation fee[redacted] I'm confused by the breakdown of credits described in this message and request a full breakdown of any charges on my account to be provided via the Revdex.com Final Consumer Response / [redacted] (3000, 28, 2017/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the confirmation I have indicated that I do not accept the response because the refund was promised and not provided beforeI believe this complaint must be kept open until Primus confirms the refund has been processedFurther, weeks is a long period to wait for a credit card refund Final Business Response / [redacted] (1000, 26, 2017/09/07) */ Hello, We apologize for the delay in processing the refundWe have confirmed that it will be processed within the next weeks Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 5, 2017/07/20) */ Hello, Primus received the exact same complaint previously (Revdex.com case# [redacted] ) Here is our resolution note: 07/18/Receive Business Response Hello, We have confirmed that [redacted] credit card was refunded on Monday, July 17th [redacted] may contact her credit card company to confirm Sincerely, [redacted] Executive Response Representative Primus
Initial Business Response / [redacted] (1000, 10, 2016/09/19) */ Hello, We have reviewed [redacted] account and confirmed that on [redacted] , [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 invoicesBelow 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 experienceDue 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: 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 feesIn 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 pricingUnfortunately, MrsSilgardo 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 warrantedIf MrsSilgardo is not satisfied with the pricing, she is free to look for another provider Sincerely, [redacted] Executive Response Representative Primus Initial Consumer Rebuttal / [redacted] (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 chargesI would have fought against it if and when they had Secondly - please note I did not choose Primus as my phone line providerI 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 $**/month before taxes$ [redacted] 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 repsTheir 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 / [redacted] (4000, 14, 2016/09/26) */ Hello, We give you confirmation that our position in this matter remainsAgain, Primus provided notification prior to the increases Sincerely, [redacted] Executive Response Representative Primus Final Consumer Response / [redacted] (4200, 16, 2016/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Primus did not send me notificationI 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 owingThey are free to cut my phone line as I am very unhappy with their services Thank you
Initial Business Response / [redacted] (1000, 10, 2016/12/08) */ Hello, This serves to confirm we listened to the customer's call in October and indeed he requested to cancel however by mistake our associate did not submit a cancel request Effective today, the services are cancelled and we applied a credit to cover the billing for the past monthsThe account is closed and no further invoice will be issued This complaint is fully resolved Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2016/02/16) */ Hello, We wish to confirm we reviewed [redacted] 's billing and we informed him that we made a mistake [redacted] , he signed up for a $ [redacted] bundle for the Home phone and the Internet, by mistake the customer was billed for only the home phone service at $ [redacted] per month until [redacted] Upon noticing our mistake, we called the customer to let him know he was not being billed for Internet and we put him on a bundle at [redacted] for the first three months and $ [redacted] after In [redacted] , [redacted] was billed the amount of $ [redacted] and he called us, our solutions team agreed to give him the monthly rate of $ [redacted] and he accepted As a goodwill gesture, I offered to give him a $ [redacted] credit to cover the [redacted] billing although the customer had cheaper rates until [redacted] We consider this matter fully resolved [redacted]
Initial Business Response / [redacted] (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 customerWe give you confirmation that customers must acknowledge all listed items (listed below)by checking the box or the order will not get processedThis is the last step of the sign up process before the application is submitted for processing: I acknowledge, understand and agree that: I have read and understood the General Terms and Conditions of Service and the "plan name" Terms and Conditions I acknowledge that Primus Canada may make credit inquiries regarding my application including a credit check, if necessaryThe information contained in this application is confidential and will be used for the sole purpose of establishing and administering my account 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 acknowledgedFor this reason, Primus does not accept any responsibility in this matter and considers this matter resolved Sincerely, [redacted] Primus Initial Consumer Rebuttal / [redacted] (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 surpriseAs a result I must regress and accept the obviousThank you
Initial Business Response / [redacted] (1000, 10, 2017/09/29) */ Hello, We wish to confirm we called the customer and we agreed to apply a credit to his account; he requested $ [redacted] and we applied a $ [redacted] credit for the balance owing as a goodwill gesture for inconvenience experienced This complaint is fully resolved Sincerely, [redacted] Executive Response Representative Initial Consumer Rebuttal / [redacted] (2000, 12, 2017/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2015/09/03) */ Hello, When a customer moves and cancels service at the old location, the termination is applicable and validIn order to resolve this complaint, we have agreed to waive the $ [redacted] (+tax) termination fee as a goodwill gesture It is unclear if [redacted] is requesting a credit for lost wages from Primus, however it is Primus' policy to not compensate for lost wagesTherefore, we give you confirmation that no further credits will be forthcoming [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/09) */ Thanks for looking into this matterI am not satisfied with their responseI was aware of their cancellation fee and I understand that they will not compensate for for the lost wages although there was a miscommunication problem between [redacted] and themI am wondering if I can get a credit to make up for that lost wages Abla Final Business Response / [redacted] (4000, 14, 2015/09/10) */ Hello, Our position in this matter remainsAs it was previously indicated, Primus credited the termination fee as a goodwill gesture but will not credit for lost wages [redacted]
Initial Business Response / [redacted] (1000, 11, 2016/05/24) */ Hello, We reached [redacted] and we extended our sincere apologies for the inconvenience he experienced after being billed a shipping & handling fee and not being required to return the equipment. The account currently displays a... credit balance of $ ***;we are awaiting for the final invoice before issuing the refund. The final invoice will include a credit balance since we bill one month in advance and he cancelled before the end of the term. [redacted] agreed we can wait until the final invoice is issued before completing the refund. We will follow up around June 6th to confirm the refund to be processed. This complaint is considered fully resolved. [redacted] Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 11, 2017/01/11) */ Hello, We have reviewed [redacted] 's account and confirmed that the issue was resolved earlier todayWe regret that [redacted] experienced these problems and had difficulty reaching us We have applied a compensatory credit of $***, which will be reflected on the next invoice Sincerely, [redacted] Primus
Initial Business Response / [redacted] (1000, 17, 2017/09/12) */ Hello, We wish to confirm the services are working and this complaint is resolved A credit to cover one month has been applied to [redacted] account Sincerely, [redacted] Executive Response Representative Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have decided to terminate my contract with Primus for personal reasonsI have been in contact with [redacted] at Primus who understands both my situation and the reasons for my decisionShe has been very helpful in this difficult situation Final Business Response / [redacted] (4000, 21, 2017/09/18) */ Hello, The customer decided to cancel and no further involvement is required You may close this complaint as resolved Sincerely, [redacted] Executive Response Representative Final Consumer Response / [redacted] (2000, 23, 2017/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint resolvedThanks for your help in this matter
Initial Business Response / [redacted] (1000, 11, 2017/01/26) */ Hello, We previously addressed this complaint, below is our resolution: [redacted] , Your situation has been referred to my attention as you indicated that you have filed a complaint with the Revdex.com I have reviewed your account and hereby provide the following information: We hereby refer you to the following section of our Terms and Conditions, where it states that: 13.b.Cancellation by YouIf You subscribe for Service(s) on a monthly basis, You may cancel Your Service(s) at any time, by contacting Primus Customer Care by telephone at [redacted] If You subscribe for Service(s) for a specific term, you may cancel your Service(s) before the end of the term, and you agree to compensate Primus for all termination costs associated with such termination --end of note-- On December 9th, 2016, you agreed to enter into a year contractI have copied your email below for your reference: From: [redacted] Sent: Friday, December 9, 12:PM To: [redacted] Subject: RE: Contact Form - internet dear primus: on the year plan,is that $***, a month for the entire years? if it is, I will take it, I want to continue as a primus customer, thank u, [redacted] --end of note-- Based on our Terms and Conditions, you would normally be responsible for the termination feeHowever, we have agreed to credit this fee as a goodwill gesture You indicated in your below email that you made arrangements with [redacted] to subscribe to their serviceUnfortunately, you did not contact Primus to cancel your existing service, as required and as clearly noted in our Terms and ConditionsConsequently, your service remained active and Primus continued to bill your account As it was previously indicated, Primus has agreed to make the effective date of cancellation of your Primus service for December 31st, which is the date you indicated you subscribed to Rogers' serviceAgain, this was done as a goodwill gesture Because we were not advised of your cancellation, we did not get the opportunity to send you a return label in order to return the modem to Primus, per our usual procedureYou indicated that you returned the modem, however our records cannot corroborate this and consequently, Primus will not process the requested refund until we have confirmed that the modem has been returnedWe hereby refer you to the following section of our Terms and Conditions, where it states that: 6.jReturn of EquipmentUpon cancellation or termination of Services, You agree to return, at your own expense (alternatively a Shipping & Handling Fee will be billed to You by Primus), the Equipment to Primus in good working condition within thirty (30) days of cancellation/termination or within a time specified by PrimusYou are responsible for continuing charges for the Equipment until its returnIf You fail to return the Equipment within the required time, Primus may repossess the Equipment at Your expense, and/or may charge You for the replacement cost such Equipment -end of note-- [redacted] , if you have any information you could provide Primus regarding the modem, we will gladly assist you in investigating its return so that we may promptly process the refund on your accountPlease feel free to reply to this message with any information or if you have any related questions Sincerely, [redacted] Primus Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned their modem, 1st week of ja2017, In a primus box,with a primus prepaid label, included were phone cable, Ethernet cable, power supply,, I paid a deposit, in advance for their service, and was also paid a few months in advance, then they said the would send a shipping in 3-days which I didn't need I already had 1,so by saying that, it means they accepted my termination I was reading online that primus has tried this stunt with others, saying they didn't receive the modem, you can see other complaints of same nature online Final Business Response / [redacted] (4000, 15, 2017/01/27) */ Hello, Below is an email message we sent [redacted] earlier today Sincerely, [redacted] -----Original Message----- From: ExecutiveResponse Sent: Friday, January 27, 12:PM To: ' [redacted] ' Subject: RE: FW: Contact Form - internet Hello [redacted] , I was following up on your account and give you confirmation that your modem has been received, thank you! I am currently working with our Receivables Management department to prepare your refund (by cheque) I will get back to you shortly to confirm the amount of your refund In the meantime, please confirm that you still reside at the same address: [redacted] Sincerely, [redacted] Primus
Initial Business Response / [redacted] (1000, 13, 2015/06/02) */ Hello, Ms [redacted] was contacted today and was given our toll free numberMs [redacted] agreed to call us directly if the problem reoccursGiven that this is an intermittent issue triggered by bad weather, it is difficult to investigate when the service is working properlyIf the problem reoccurs, we will involve our provisioning team in order to provide a prompt resolution Sincerely, [redacted] Executive Response Representative Primus Canada
Initial Business Response / [redacted] (1000, 10, 2015/09/11) */ Hello, We called [redacted] and confirmed he needs to pay $ [redacted] to cover 25% of the total amount forwarded to a third party collection agency, since they bill us % of the total amount referred to them The amount of $ [redacted] was referred to a third part collection agency in *** A $ [redacted] security deposit is also required; as per out terms of use, we have the right to ask for a security deposit CREDIT CHECK AND SECURITY DEPOSITS 12.aPrimus and those acting on its behalf reserve the right to conduct a credit check from time to time on You and to require a deposit or other security, including a credit card payment, before it provides or continues to provide any Service to You, and You consent to the credit check and the provision of Your personal information to credit bureaus, credit grantors and suppliers of services, in accordance with Primus' Privacy PolicyYou Further agree to provide any appropriate authorizations and financial information as Primus may reasonably request for this purpose If the customer agrees to pay both the agency recovery fee and the security deposit, we will provide services [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Hello, We wish to confirm we billed [redacted] a non returned modem fee of $ ***Since the modem was returned on [redacted] , we applied a reversal fee to the account bringing a credit balance of $ *** A refund cheque in the amount of $ [redacted] will be issued and sent to [redacted] 's home address within two weeks; we will follow up to ensure she receives the refund cheque We confirmed her credit rating has not been affected by this incident since we didn't forward the balance owing to a third party collection agency We consider this complaint fully resolved [redacted]