On August 29 I called Primus Canada to inquire about their home phone and Internet services. I was told that the services would be provided for a decent price and that they could commence when my husband and I moved into our new home on October 20, 2008. Approximately one week before our moving date, I phoned Primus to confirm that we did not need a technician to come out to our home (a brand new house) to activate our phone and Internet service. After being placed on hold for 17 minutes, I was told that a technician was not required - our phone service would be available and Primus would send us a modem for Internet use (it would be sent via Canada Post and would arrive the week we arrived in our new home). On October 20, my husband informed me that from looking in the basement with another service installer, it was clear that a technician WAS needed to install our phone service - it couldn't 'just be turned on', I called Primus and was placed on hold for 13 minutes before reaching a customer service agent. The agent said that yes, a technician was needed, and that we would have to contact Rogers or Bell Canada, as Primus did not offer these services. I expressed my dismay to the agent, as I was never informed that a separate company would need to come and install service (which the company would likely charge us for). The customer service agent offered no solution. That same evening, my husband and I decided to terminate our relationship with Primus in favor of Rogers Home Phone. We had NOT used Primus' service AT ALL. I called the customer service line and was on hold for 25 minutes before speaking with a customer service agent who informed me that she'd have to transfer me to the cancellation department. I was then on hold for an additional 20 minutes before giving up in despair. The following day, I sent an email to Primus to let them know that we would no longer need their services which we HADN'T USED. Approximately two days later, I received a reply saying that this was no problem, and that I would also have to cancel the original provider's services (which I assumed would be Bell). I replied to this email, asking for verification that my services would be cancelled. Two days later (today) I received an email verifying that my services would be cancelled and that I would be charged a cancellation fee for my one-year contract of $99.95. I have replied, stating that this is beyond ridiculous, as I was never aware of any contract and that I have NOT and WILL NOT use any of their services. They also mentioned they'd send return mailing labels so I could send back the Internet modem... which I still have not received.
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