Due to a mistake in Primus billing computer system, I've been wrongly charged $2.95 every month since January 2007. I just discovered this problem on my January 2008 bill and immediately contacted Customer Care. They reviewed my account and the extra charges indicated above, and acknowledged that these charges were incorrect, that I shouldn't have been charged $2.95 since January 2007.
When I requested to be reimbursed by Primus, the first Primus representative indicated that she could credit back only 6 months. When I brought up the issue with a Customer Care manager, Ms. Monique, ID 5022, on Wednesday January 16/08, she indicated that she could only credit back 1.5 months. She then informed me that she was going to reimburse 3 months. When I requested to be reimbursed for the entire 12 months I had been charged wrongly, she refused. She indicated that it was my responsibility to check if Primus was making any mistakes in the billing!
I found the above response from Primus' Customer Care plainly outrageous. To say that I am responsible for Primus' billing mistakes? What kind of business ethic is that? If Primus makes a mistake, they should reimburse the money and apologize to the client after acknowledging the mistake, not blame the customer for not reviewing the bills carefully!
Considering the above treatment I have received from Primus, I don't have a choice but start searching for a different cell phone provider.
Business succeed... by gaining the trust of one customer at a time. In the same manner, business fail by losing one customer at a time.
Edgar
Richmond Hill, Ontario
Canada
0 comments