Primus Telecommunications Group, Incorporated

Available *** ***Offline Revdex.com of Metro DC and Eastern PA *** ***
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More of Print all In new windowFwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.InboxRevdex.com of Metro Washington DCMar (days ago)to me ---------- Forwarded message ----------From: ExecutiveResponse Date: Fri, Mar 13, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "[email protected]" Hello,We wish to apologize for our delayed reply.This serves to confirm we issued a refund in the amount of $ on February 27th 2015.We consider this matter fully resolved.Sincerely,Natalie ***
Executive Response Representative
From: [email protected] [[email protected]]Sent: Tuesday, February 24, 7:AMTo: ExecutiveResponseSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***. You have a new message waiting for you from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to consumer complaint #***Please click on the link below to access the online dispute resolution web site and read this message

See Attachment
***.Inboxx Revdex.com of Metro Washington DCJan (days ago)to me ---------- Forwarded message ----------From: ExecutiveResponse Date: Tue, Jan 27, at 1:PMSubject: RE: You
have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***" Hello, We sincerely apologize for the delayed response to this complaint.We would like to resolve this complaint by refunding the disputed amount to the customer.Unfortunately, we have not been able to reach them by phone to confirm the amount and their mailing address (to mail the refund cheque).We will continue to try to reach them and will advise you accordingly. Sincerely, Don P***Executive Response RepresentativePrimus Telecommunications

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Didn't receive my refund!!!!
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Jun (days ago)
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*** ***,
This is *** ***, I am emailing you this letter in regard of complaint#***I have not received my refund.Can you please look into that and let me know what is the status on my refund is.Thank you*** ***
Click here teplyorForward

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have not lived at the [redacted], Ohio address for over 20 years.  The [redacted] is my LANDLINE.  You may check [redacted]'s records.  They are my current phone carrier.  Prior to [redacted], it was [redacted], which was purchased by [redacted].  I have lived at my current address for 17 years-- [redacted] have ALWAYS been my phone carrier.  I called [redacted] when the first bill was sent to the [redacted] address to clarify with them if anyone had made any changes to my long distance service.  [redacted] with [redacted] stated that [redacted] is still my carrier for ALL phone and internet services.
Primus claims they have an authorization form from [redacted].  They do not state which [redacted].  My father is [redacted] Sr.  My brother is [redacted]. [redacted].  [redacted] has not lived at the [redacted] address for over 25 years.   And again, how can a person authorize a change to my phone carrier that has no right to make any changes?  Have they shared the letter of authorization with you?  Primus told me they received the authorization via voice over internet.  They also told me they would fax the documentation to me.  I never received anything from them to explain this change. They also state that [redacted] called in on February 18th.  That call was placed by me-- not my brother or father.
The 411 record I'm going guess Primus accessed is attached to my response.  It's the first search result.  The search is not accurate, as my phone number does not call the [redacted] home, and neither my father nor my brother are listed with [redacted] as authorized members on my ###-###-#### phone account.  They never have been, and they never will be.  The 411 search lists my mother's name as well.  She has been dead for over 3 years.  How can a company simply respond with "we performed a 411 search and can see the information, so therefore, it's accurate."  It's ridiculous.  THIS IS FRAUD!!!!!! 
I attached a second search.  I searched under my husband's name.  As you can see, I'm also listed under that search.  There's erroneous information in this search as my husband has never lived in [redacted].  My brother is also listed as living with me in [redacted].  My brother has never lived in [redacted].  This proves my point that you can not trust what is listed on the internet as truth.  I'm embarrassed to be telling a large corporation as Primus this information.  I would have to believe they have a better mechanism for attesting that something is valid instead of resorting to 411 searches.
Primus states due to privacy laws, I have no right to view any information or make any changes to the arrangement in place.  THIS IS MY LANDLINE LINKED TO MY ADDRESS IN [redacted] OHIO.  This is not the phone number for the home in [redacted].  There is no landline in that home.  [redacted]'s landline number is ###-###-####.  If you do a reverse search on the ###-###-#### phone number, you will see multiple address listings for that phone number.
This has been beyond frustrating.  We did not authorize Primus for any services to any phone numbers that are tied to our homes.   Not me, not my husband, not my father, and not my brother.  They need to rectify this immediately-- thank you. 
Regards,
[redacted]

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].Inboxx Revdex.com of Metro Washington DCFeb 10 (10 days ago)to me ---------- Forwarded message ----------From: ExecutiveResponse <[redacted]>Date: Tue, Feb 10, 2015 at 1:30 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]" <[redacted]>Hello, Further to the below, we hereby confirm that Mrs. [redacted] was contacted by phone today and Primus confirmed it will refund the disputed amount of $209.03.Mrs. [redacted] agreed with the resolution and said she will confirm her acceptance of the resolution with your Office. Sincerely, Don P[redacted]Executive Response RepresentativePrimus Canada
From: ExecutiveResponse Sent: Tuesday, January 27, 2015 2:40 PMTo: '[redacted]'Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. Hello, We sincerely apologize for the delayed response to this complaint.We would like to resolve this complaint by refunding the disputed amount to the customer.Unfortunately, we have not been able to reach them by phone to confirm the amount and their mailing address (to mail the refund cheque).We will continue to try to reach them and will advise you accordingly. Sincerely, Don P[redacted]Executive Response RepresentativePrimus Telecommunications.

Hello,
We sincerely apologize to Mr. D[redacted] for the repeated emails.
We have confirmed that the billing issue was previously resolved.  We give you confirmation that the account is now closed...

with a $0.00 balance.
An urgent request was sent to our Accounts department Manager to ensure that no further emails are sent to Mr. D[redacted].
 
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.

Hello,
We have confirmed that the two payments ($11.55 & $12.91) were returned.
Therefore, these amounts were still showing as balances due on the [redacted] account.
Althought the charges are valid, we have agreed to credit the charges as a goodwill gesture in order to...

bring the account balance to $0.00.
Since the amounts were unpaid to [redacted], a refund cannot be warranted.  However, the charges have been credited.
[redacted] does not provide call records.  Our Terms and Conditions confirm that the disputed charges were valid.
We give you confirmation that Ms. [redacted]'s [redacted] account is now closed with a $0.00 balance.
[redacted] considers this matter resolved.
Sincerely,
Don P[redacted]
Executive Response Representative
[redacted] Inc.

Hello,
Although we have confirmed that the customer ported his number to another provider but failed to request cancellation with Lingo via email, as customers are required to do (per our Terms and Conditions), Lingo has agreed to refund the disputed amount of...

$1010.00.
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.

Hello,
We give you confirmation that a refund of $12.97 was requested today and will be processed shortly.
We also confirm that the account is now closed and no further bills will be sent.
We trust that this satisfactorily resolves this complaint.
Lingo considers...

this matter resolved.
 
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.

Fwd: Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]Inboxx Revdex.com of Metro Washington DCApr 13 (1 day ago)[redacted] ---------- Forwarded message ----------From: ExecutiveResponse [redacted]Date: Fri, Apr 10, 2015 at 3:22 PMSubject: RE: Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]To: [redacted]
Hello, Unfortunately, we were unable to respond to the complaint as it is now closed. We would like you to be aware of the following information: We have checked the programming, and there are no new emails queueing for this customer.The last email we know of, was from March 23rd.   We have every reason to believe the email received on March 23rd was the last one. Sincerely, Don P[redacted]Executive Response Representative

Hello,
[redacted] sent us an email earlier today in which she requested confirmation that her account was cancelled and that she would not be responsible for a $25.00 reactivation fee.
As you can see in the copied email correspondence below, [redacted] confirmed that she...

made a final payment was made today as a final settlement on the account.
We again give you confirmation that the account is closed and will not be reactivated.
[redacted]'s payment will completely close the account.
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.
 
•Oct 22 2015  2:48PM [redacted]
as per cust email.. update AR for  PP
 
 
From: [redacted] [mailto:[redacted].com]
Sent: Thursday, October 22, 2015 2:43 PM
To: John V[redacted]
Subject: Re: Primus Account # [redacted]
 
John,
A final payment of $191.24 has been made online,payable to Primus today, on 10/22/2015. This payment will settle any outstanding obligation and does not give rights to current and/or future service reinstatement. 
 
Again,
I do not want to re-activate this account and it should be permanently closed. Phone number ###-###-#### is disconnected and no longer exists. 
 
 
Thank you.
 
•Oct 22 2015  1:40PM [redacted]
recieved email response from cust  .. sent email response back from cust
 
From: John V[redacted]
Sent: Thursday, October 22, 2015 1:40 PM
To: '[redacted]'
Subject: RE: Primus Account # [redacted]
 
Hi [redacted].
 
I would like to confirmed that yourPrimus account is already cancelled since Sept 28th  and just to clarify you will only be charge $25 Reactivation if you request to reinstate your service with us and since you clearly stated that you don't want to reactivate the service, this is to cofirm that we will not charge you for the $25 reactivation fee.   I have attached payment authorization forms so you can settle the payment  for the final bill of $191.24 . Thank  you!
 
 
Best Regards,
 
John
 
John [redacted]
Primus/Lingo Payment Cente r
###-###-####
Email address: [redacted]@ptgi.com
      
From: [redacted] [mailto:[redacted].com]
Sent: Thursday, October 22, 2015 1:03 PM
To: John V[redacted]
Subject: Re: Primus Account # [redacted]
 
John,
I would like to inform you thatI reported this problem with Revdex.com and your company will receive my complaint.  I am willing to further and talk to media about this if nobody addresses my account soon.

Hello,
We wish to confirm [redacted]'s account is closed, it was cancelled on June 16th 2015, and we waived the balance owing in the amount of $ 21.66.
A message was left with [redacted] with our contact telephone number should he wish to discuss this matter further.
We...

consider this matter resolved.
Sincerely,
Natalie M[redacted]
Executive Response Representative
###-###-####

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

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

Hello,
We have reviewed [redacted]'s Lingo account and hereby provide the following information.
[redacted] indicated that we are billing him for service on his cell phone.  Although his cell phone number is listed as a...

billing telephone number on his invoice, it is only a contact number.  We apologize for the inadvertent confusion.
[redacted] is billed for two services:  ###-###-#### (fax line) at $9.95/month and ###-###-#### (World Unlimited at $23.95/month).
On March 12th, 2014, [redacted] called our Customer Service to request cancellation of his number ###-###-#### as it was previously ported out to another provider.  Here is the account note confirming this:
•Mar 12 2014  2:20PM [redacted]
[redacted] ported out - DID removed from account
There were no subsequent notes on the account to document other service cancellations.
The invoices confirm there is extensive usage until very recently.
We therefore give you confirmation that all disputed charges are valid and will not be credited.
Should [redacted] wish to cancel the above noted services, he is required to contact us by phone.  We hereby refer you to our Terms and Conditions, where it states that:
All cancellations will be effective on the date that you call Lingo’s Account Management Department and cancel the service with an Account Management Representative who will also issue a cancellation confirmation number. Lingo does not have the ability to schedule a cancellation for a future date. It may take up to three (3) business days to actually terminate the provision of the Service to you.
Your credit card will be charged for any usage after you contact Lingo to cancel your Service.
All cancellations must be made by calling Lingo’s Account Management Department at the toll-free number listed on the first page of your invoice. Lingo’s Account Management Department is open from Monday to Friday between 9 a.m. and 9 p.m. EST, and Saturday and Sunday between 9 a.m. and 5 p.m. EST. Cancellation requests by mail, e-mail, fax, equipment return, or any other form of non-telephonic communication requests will not be accepted.
Sincerely,
 
Don P[redacted]
Executive Response Representative
Lingo Inc.

Hello,
Our position in this matter remains.
We again reiterate that [redacted] is not responsible for the invoiced amount.
Again, Primus may not discuss this account with anyone other than the account holder.  [redacted] is not an authorized user of this Primus account.
Sincerely,
[redacted]
Executive Response Representative
Primus Telecommunications.

Hello,
The charges on the last two invoices are finance (late) fees.
Our position in this matter remains.
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.

Hello,
We sincerely apologize if the agent hung up on you.  This is not the way we want to treat our customers.
I have reviewed your account and confirmed that your account is now cancelled/inactive.  Therefore, if you attempted to enter your information after reaching our agent, you would get notification that the account is inactive.
As it was previously indicated, we did not receive your request to cancel your service until today.  You indicated that you experienced problems reaching us to cancel your account.  Consequently, we have agreed to credit your last invoice ($38.81) as a goodwill gesture.  We hereby reiterate that previous charges are valid and will not be credited/refunded.
Sincerely,
Don P[redacted]
Executive Response Representative
Lingo Inc.

Hello,
Arial"> 
We have thoroughly investigated this complaint and hereby provide the following information:
 
There was no Primus Telecommunications account number provided on the complaint form.
Consequently, we performed a search on the 411 website for the service telephone number provided.  Our search confirmed that the number (###-###-####) belongs to [redacted] at the same address as the one provided on the complaint form.  However, the 411 website also revealed that two other names are associated with that number, they are:  [redacted]. [redacted] and [redacted]. [redacted]. 
 
With this information, we were able to search these two names into our database.  This is how we were able to locate account number [redacted], belonging to [redacted]. [redacted].  The address on the account is also different.
 
The notes of the account confirm that on January 22, 2014, Primus received the letter of authorization dated January 22nd, 2014 and signed by [redacted].  This confirms that **. [redacted] provided the required information to set up an account and confirmed with his signature.  **. [redacted] provided Primus with telephone number ###-###-#### for service. 
 
On February 18th, **. [redacted] contacted our Customer Service department to dispute the account and requested cancellation.  The account was cancelled that same day.
 
Since the account belongs to **. [redacted] and not to [redacted], [redacted] is not responsible for the invoice.  Additionally, due to the Privacy policy, Primus is not authorized to credit, cancel or discuss account details with anyone other than the actual account holder, in this case being **. [redacted].
 
Primus considers this matter resolved as [redacted] has no authority on the account.  Since **. [redacted] is the one who requested service on her number, this matter should be resolved between those two parties. 
 
Sincerely,
 
[redacted]
Executive Response Representative
Primus Telecommunications.

Hello,
We have reviewed [redacted]'s account further and hereby provide the following information:
We give you confirmation that we have requested a refund on credit card in the amount of $586.80.
All services on the account have been cancelled and the account is now closed.
We trust that this resolution is satisfactory.
 
Sincerely,
Don P[redacted]
Executive Response Representative
Primus Canada