I made the mistake of ordering services through Primus Canada, I canceled before service was ever active yet keep on receiving invoices......I am posting so others will be weary before they deal with Primus and of course if they can give me any advice on how to get them off my back that would be much appreciated.
This first e-mail was from me to Primus about 3 weeks after I canceled services(I have blocked out my contact info, enjoy!):
Ø From: xxxxxxxxxxxxxxxxxxxxxxx
To: <customer.care@primustel.ca
Sent: Monday, December 10, 2007 3:56 AM
Subject: Re: Monthly PRIMUS Invoice for Account xxxxxxxxxxxxx
(Thread:xxxxxxxxxxxxxxxxxxxx)
I received the attached invoice today, I do not currently have primus
internet service or any other primus service, nor have I had any in
the past.
I had a request for activation of service, however after an extended
period of time my services were not activated and no proper explanation was
offered so I canceled the request with assurance from the representative at
primus that I would not be billed for anything.
Please update your records as required.
Regards,
xxxxxxxxxxxxxxxxxxxxxxx
Ø On 12/12/07, Primus Canada Courrier <service@primustel.ca wrote:
Dear Mr. Gorgun,
Thank you for your recent inquiry regarding your account xxxxxxxxxxxxx
with Primus
While we could not cancel the local application since it was already
in process to be hooked up with Primus, in order to keep the same phone
number you currently have, you need to call your local provider so they may
take back your line. Once this is done, your service will automatically
be cancelled.
Please let us know if you received the DSL modem and if you wish to
keep
the
service.
Once this is all cleared up, proper adjustment will be applied to
your
account.
Awaiting your response!
Sincerely,
Madeleine
EMail Response Associate
Primus
1-800-806-3273
(This response from Primus set me off as I had already talked to several representatives informing them I want to cancel, they keep confirming my request, hang up then I get a message notifying me they could not cancel as this would cause me to loose my number which they had already transferred over from Bell - the funny thing is this was a new phone #, I never requested a transfer from Bell Canada.... this went on for quite a while that is why my next email has an *agitated* tone)
Ø ----- Original Message -----
From: "xxxxxxxxxxxxxxxxxxxxxxxxxxxx
To: "Primus Canada Courrier" <service@primustel.ca
Sent: Wednesday, December 12, 2007 6:00 PM
Subject: Re: Monthly PRIMUS Invoice for Account xxxxxxxxxxxxxxxxxxx
(Thread:xxxxxxxxxxxxx)
Hi,
Primus is extremely confused at the moment and is adamant about not
listening to what I have to say. I have called several times to clear
this up and am tired of contacting Primus so please read this e-mail
carefully.
Please note that I will be putting a stop payment with my credit card
you have on account and voiding any previous payments. This e-mail will go
over as to why I am doing this, If you would like to settle this you can
contact me on my cell phone between 5:30pm - 10pm any day of the week or
anytime on the weekend as I have already contacted you multiple times. My cell #
is xxxxxxxxxxxxxxxxxxxxx
Here is an explanation:
I moved to a new aparment unit on November, I DID NOT HAVE PHONE OR
INTERNET SERVICE WITH ANY OTHER PROVIDER AND WAS NOT GETTING IT TRANSFERRED TO
PRIMUS, It was a request for new service. I REPEAT, NOT A TRANSFER, *A NEW
ACCOUNT & NEW PHONE NUMBER. Service was promised in 10 business days,* After 16 -18 days without service and with no explanation as to why, and tremendous confusion every single time I called in I decided to cancel all service requests with Primus as after nearly a month nobody knew when I would be getting my service. I confirmed with your customer rep several
times that I would not be billed for anything including the early cancellation charge as my services were never activated. Also a waybill would be sent for the wireless modem I had so that i could send it
back, again at no charge to me.
And now I am getting an invoice from PRIMUS. I do not know what you are talking about in your e-mail, i do not care what happens to the phone number you have assigned to me as it was never actually used by me, NEVER!! . AND let me repeat, since it was never understood by your other 3 reps,
this is not a transfer, it was a NEW NUMBER ASSIGNED BY PRIMUS AND NEVER
ACTUALLY ACTIVATED SO I NEVER HAD A CHANCE TO USE IT.
I have the primus modem for internet, I was told by your rep when cancelling that i would be sent an envelope to send it back with, again at no charge to me. I would be happy to return your modem if you can accomplish the simple task of getting this envelope to me.
PLEASE STOP BOTHERING ME OVER AND OVER ABOUT THE EXACT SAME THING, I HAVE
REPEATED THIS NOW ABOUT 6 TIMES. Call me if you need, or go away, I do not want anything to do with Primus and have never even had a chance to use your services.
Apologies if I am slightly agitated, but this has gone on for way too long,
I would appreciate a resolution.
Regards,
xxxxxxxxxxxxxxxxxxxxxxxx
( I Thought they finally got it!!!)
On Fri, Dec 14, 2007 at 9:44 AM, Primus Canada Service
<service@primustel.ca
wrote:
Dear Mr. Gorgun,
Re Primus Acct xxxxxxxxxxxxxxxxxx
Thank you for your response
I regret to hear that our services did not work out for you and I can
certainly understand the frustrations this has caused you. Note that a
prepaid bag will be sent to you shortly and I have made an adjustment to
your account showing a zero balance owing.
We can assure you, we are committed to quality and processes.
Unfortunately, some situations arise where these standards are not met. In this case,
we failed to achieve our goal and we sincerely apologize for any
inconvenience this situation may have caused you.
You are welcome to reply to this message if you have any additional
questions.
Thank you for contacting Primus
Sincerely,
Madeleine
E Mail Response Associate
Residential Customer Service
Primus
1-800-806-3273
(But of course primus did not get it...... at first I thought the invoices were in error, modem return might have taken a while to process and so on....I ignored the invoices until I received 2 voice messages for payment)
Ø ----- Original Message -----
From: "xxxxxxxxxxxxxxxxxxxxxx
To: "Primus Canada Service" <service@primustel.ca
Sent: Thursday, March 06, 2008 12:53 PM
Subject: Re: Monthly PRIMUS Invoice for Account xxxxxxxxxxxxxx
(Thread:xxxxxxxxxxx)
Hi Madeleine,
I thought we had this resolved yet I am now receiving voice messages
from Primus asking me to call back. I am also receiving invoices that show an
outstanding balance.
Please take care of this. I do not have time to give Primus a call once
every 2 weeks so we can chat about the same thing.
Thank you,
xxxxxxxxxxxxxxxxx (available only between 6pm - 9pm EST, I have already taken
too many Primus calls during work hours)
Ø On Tue, Mar 11, 2008 at 1:53 PM, Primus Canada Service < service@primustel.ca wrote:
Ref: Account # xxxxxxxxxxxxx
Mr. xxxxxxxxx Gorgun,
Thank you for your message regarding the above mentioned account .
It is my pleasure to assist you with your request.
The calls are a result of an overdue balance showing on your account in
the amount. $189.14. Therefore, this amount includes the fee for not
returning the equipment. This is showing on your February invoice. If you have
returned it, please provide proof that it was returned within the grace
period.
We invite you to take a moment to review our Terms and Conditions which
can be found at http://www.primus.ca/en/residential/legal/termsofuse.html
I hope the information provided meets your requirements. If you have any
additional questions, please do not hesitate to communicate with us via
email anytime.
Sincerely,
Rolande
Email Response Associate
Residential Customer Service
Primus
18008063273
----- Original Message -----
*From:* xxxxxxxxxxxxxxxxxxxxxx
*To:* Primus Canada Service <service@primustel.ca
*Sent:* Tuesday, March 11, 2008 6:00 PM
*Subject:* Re: Monthly PRIMUS Invoice for Account xxxxxxxxxxxxx
(Thread:xxxxxxxxxxxxxxx)
Hello Rolande,
As per your request I have attached proof of DSL modem and equipment
return. This return was made within the identified grace period of 25 days
of receipt of the return note. Keep in mind, as per my previous e-mails I
did not receive the return notice and envelope for quite some time after
termination of undelivered services.
Please revise your records to show that I have no outstanding balance and
feel free to e-mail me with any concerns.
Best Regards,
xxxxxxxxxxxxxxxx (available only between 6pm - 9pm EST, I have already taken
too many Primus calls during work hours in efforts to resolve these issues)
On Sat, Mar 15, 2008 at 3:24 PM, Primus Canada Service
<service@primustel.ca
wrote:
Dear Mr. Gorgun,
Thank you for your reply regarding your account number xxxxxxxxxxxxxx with Primus
I have sent your proof of return to the proper department so the equipment
may be located. Once the investigation completed, the non-returned
equipment fee may be credited. Ticket # xxxxxxxxxxxx.
Meanwhile, please do not hesitate to communicate with us via email anytime
if you have any additional questions.
Thank you for contacting Primus
Sincerely yours,
Manon
Email Response Associate
Residential Customer Service
1-800-806-3273
----- Original Message -----
From: xxxxxxxxxxxxxxxxxxxxxx
To: "Primus Canada Service" <service@primustel.ca
Sent: Tuesday, March 18, 2008 7:19 PM
Subject: Re: Monthly PRIMUS Invoice for Account xxxxxxxxxxxxx
Hi,
Today I received another call from Primus asking me to call in, I called and
have spoken to 3 of your reps for a total of 1 hour repeating the same thing
over and over. It seems I have now been credited for the modem return, thank
you.
Unfortunately, according to your records there still seems to be an
outstanding balance. I am being told that the home telephone service was
never actually canceled and that I am being billed for it. Please read
through my correspondence with primus (all provided below), you will notice
that I had asked for services to be canceled quite a while ago.... (I
canceled before service ever became active, the initial e-mail was sent in
much later as things were not resolved). In one of the responses from
Primus, your representative said: "I have made an adjustment to your
account showing a zero balance owing." I do not know why at that point you
still continued to bill me but it is obviously a mistake on your part.
Please remove any outstanding balance you have for me and cancel any
services you think that you are providing me.
*IMPORTANT:* Please feel free to contact me via* e-mail *regarding any
concerns, however, Please note that if this is not resolved promptly and I
receive another invoice or phone call from Primus requesting a payment I
will be contacting both the better business bureaus and local media sources.
Primus refuses to resolve this and continues to invoice me for services that
I canceled long ago and am not receiving yet your call center reps insist
that I am to pay for these services..... I will be contacting other sources
such as the better business bureau because I know you will soon send me to
collection which I will have to deal with and I would rather settle this
before then.
Thank you for your assistance.
Best Regards,
xxxxxxxxxxxxxx (available only between 6pm - 9pm EST)
From: Primus Canada Service <service@primustel.ca
Date: Tue, Mar 25, 2008 at 4:39 PM
Subject: Re: Monthly PRIMUS Invoice for Account 110449653 (Thread:882371)
To: xxxxxxxxxxxx
Dear Mr. Gorgun,
Re Primus Acct xxxxxxx
Thank you for your recent e mail
Our records indicate that your local service still show active on our
network and in reviewing your account information, I can see that you were
advised of the procedures on how to cancel your service. It is imperative
that you call another provider so they may transfer your line. Once you
are with your new company, we will be cancelled automatically.
I have sent your below message to our technical team so they may confirm
that local service was never rendered so I may proceed in making proper
credit to your account.
You may contact us by email at customer.care@primustel.ca for any related
questions or concerns.
Sincerely yours,
Madeleine
E Mail Response Associate
Residential Customer Service
Primus
1-800-806-3273
-----------END OF EMAILS------------
I have now filed a complaint with the Better Business Bureau, I hope they are easier to deal with. I would appreciate any advice on the matter.
Thanks!
