Primus Telecommunications Group Complaint - Horrible Customer Service
The Home phone account was in my ex common-law partners name. Starting last summer (2007) we have tried to cancel this account. We made several phone calls and by December I had still received another bill. The account was supposed to be changed to my name - but it was not done. I sent an email in December saying that the account was supposed to be closed but they replied that I was not authorized. So we made subsequent phone calls to close the account. Finally in April 2008 one customer service agent was finally able to comprehend and closed the account saying that the account would be credited seeing as it hadn't been used since the summer of 2007. My ex asked them to put his mailing address on file so that he would receive any further communication.
However, this being June he found a letter for him on top of the apartment mailboxes and it did not have his apartment number on the address. It stated that he owed $98.15. When we called today to dispute this the credit department at Primus said that they had been returned several letters they had sent. When forwarded on to customer service we were given the run around and told that there were only a few notes on file stating we had contacted them, when in truth we had done so on numerous occasions. He said there had not been any returned mail, which was also incorrect, and that the 35 days to dispute the charges were up. He would not let me speak to a superior and was not acknowledging my concerns or attempting to rectify the situation.
At this point I was getting no where with this agent as was the case with this company several times, so I ended the call. I am completed frustrated with Primus as requests are not processed and it has been a year of dealing with them to no avail. It is not a huge bill but it is the whole lack of customer service that enrages me.