Many users only pay attention to their billing when an unexpected charge appears, such as an automatic subscription renewal. This guide is designed to clarify how refunds work with Primus and to assist you in navigating the process smoothly. We will explore eligibility for refunds and outline the straightforward steps you can take to request your money back promptly. With this information, you can feel confident in managing your Primus account.
What You Should Prepare Before Applying For Refund
Account Information: Your Primus account number and registered email address to locate your account easily.
Transaction ID: The ID from the specific transaction you wish to refund, which can be found on your order confirmation email.
Service Details: Specify the type of service (e.g., internet, phone, TV) related to the refund request.
Reason for Refund: A clear and concise explanation of why you are requesting the refund, referencing any relevant service disruptions or issues.
Billing Statements: Recent billing statements that reflect the charges associated with the service in question.
Cancellation Confirmation: If applicable, any confirmation emails regarding cancellations of services that support your refund request.
Previous Correspondence: Any emails or correspondence with customer service regarding the service issue or refund request.
Proof of Payment: Receipts or proof of payment for the service indicating the charged amount.
Timeframe: Make a note of the date and duration of the service issue, which can help in substantiating your refund request.
Contact Information: Ensure your current phone number and email are available for follow-up communications regarding your request.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit Card
3-5 working days
Debit Card
3-5 working days
Bank Transfer
5-10 working days
Preauthorized Payment
5-10 working days
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from Primus
At Primus, we strive to provide our users with clear guidance regarding their rights and refund eligibility for our services. The following outlines the circumstances under which users might be eligible for a refund based on their interactions with our offerings, such as internet, phone, and television services.
Service Cancellations: Users who have opted for a subscription plan and subsequently cancel their service within the specified trial period may qualify for a refund of the initial payment.
Service Interruption: If a service interruption occurs for an extended period and users were not able to access their services, they might be eligible for a bill adjustment or a refund for the affected period.
Promotional Offers: Customers who attempted to take advantage of specific promotional packages but encountered issues during the activation could inquire about potential refunds if the promotions were unavailable at the time of subscription.
Incorrect Service Charges: Users who notice discrepancies in their billing statements, such as unexpected charges for services not utilized, should review their account details to determine if there are grounds for a billing correction or refund.
Account Closures: If a service has been closed down due to technical adjustments or migrations and users have been charged erroneously during this transition, they may discuss eligibility for reimbursement for the unused period.
Users are encouraged to reach out to Primus customer support for personalized assistance regarding specific situations, ensuring each case is reviewed and addressed accurately.
Step-by-Step Process to Request Your Primus Refund Like a Pro
Navigate to the Billing section in your account settings.
Locate the Subscription Details page.
Look for the Request a Refund option, usually found near your recent charges.
Select the refund request for the most recent billing cycle.
In your message, mention that the subscription renewed without notice and that you’ve not used the service during this period.
Submit your request and note any confirmation needed for your records.
If you purchased through Apple:
Open the Settings app on your device.
Tap on your Apple ID (your name at the top).
Select Subscriptions.
Find Primus in the list of subscriptions and tap it.
Choose Report a Problem.
For the issue type, select “I want to report a problem” and explain that the subscription renewed unexpectedly. Reinforce that the service was not actively used.
Submit your problem report and check for a follow-up from Apple.
If you purchased through Google Play:
Open the Google Play Store app.
Tap on the Menu icon (three horizontal lines) and select Subscriptions.
Locate the Primus subscription and select it.
Tap on Manage and then Request a Refund.
In the description, state that the subscription renewed without any prior notifications and that you’ve not utilized the service recently.
Follow the on-screen prompts to finalize your refund request.
If you purchased through Roku:
Go to the Roku website and log into your account.
Scroll to the Manage Account section.
Select Billing and go to Subscriptions.
Find the subscription for Primus and click Cancel Subscription.
After cancellation, submit a request for a refund directly to Roku using their contact page.
In your message to Roku, emphasize that the service was not utilized and the subscription renewed unexpectedly.
Provide any relevant account information when submitting your request.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
Get help with your refund
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Draft email to Primus for Refund
Script
Copy
Subject: Refund Request – Primus Account [Your Email]
Dear Primus Customer Service,
I hope this message finds you well.
I am writing to formally request a refund for my Primus account. The billing situation is as follows: [describe reason].
I would like to request a refund in the amount of [Amount]. I have attached relevant documentation for your reference.
Could you please confirm the status of this request within 3-5 business days?
Thank you for your assistance.
Sincerely, [Your Name] [Your Phone Number]
Common refund statuses
Status
Meaning
What It Means for You
Pending
Your refund request has been submitted but is awaiting approval.
You will receive an update once your request has been reviewed, typically within 1-2 business days.
Processing
Your refund is being processed by our team.
This stage usually takes 3-5 business days before the refund is completed.
Refunded
Your refund has been completed successfully.
The funds have been credited back to your original payment method, and you should see them within 5-7 business days.
Partially Refunded
A portion of your refund request has been approved.
You will receive a partial credit based on the terms of your service, and will be notified about the amount refunded.
Completed
The refund process has been finalized.
You are all set! No further action is needed on your part.
Canceled
Your refund request has been canceled, either by you or by our team.
Please check your account or contact support if you believe this was in error.
Real User Scenarios: When and How Refunds Were Successfully Claimed
Refund requests can arise from various situations that users encounter while managing their accounts with Primus. Here are some practical examples showcasing how users have successfully navigated the refund process:
Subscription Tier Change: A customer decided to upgrade from a basic internet plan to a higher-speed tier mid-billing cycle. After discovering they had been charged for the new plan and the previous one during the transition, they contacted Primus support, explaining the situation. The support team promptly issued a refund for the overlapping charge, ensuring the customer was only billed for the days they used the new plan.
Accidental Renewal: A user who had initially opted for a one-month trial for their phone service inadvertently set their account to renew automatically. After realizing the renewal charge, they reached out to Primus to clarify the situation. Customer service was able to assist and processed a refund quickly since the user had only used the service for a few days beyond the trial period.
Service Interruption: A customer experienced a temporary service outage that persisted for several days, impacting their use of home internet. After reporting the issue and discussing the matter with Primus, the team decided to provide a refund for the days the service was unavailable, enhancing the customer’s satisfaction with their response.
Billing Period Adjustment: Following a relocation, a user informed Primus they had moved, requiring changes to their service plan and billing cycle. While transitioning their service, they noticed an unexpected charge due to a mismatch in billing periods. By inquiring about this with customer support, they received a prompt explanation and a refund for the period they were not using the service effectively.
The Easiest Way to Get a Primus Refund
If you're frustrated trying to get a refund from Primus—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
Tracking your refund status with Primus is straightforward and efficient. By utilizing Primus's communication methods and account features, you can easily stay updated on your refund progress.
Check Your Email Regularly: Primus sends refund updates directly to your registered email address. Look for emails with subject lines that contain "Refund Update" or similar phrases to stay informed.
Use the Primus Mobile App: If you have the Primus mobile app, you can check your refund status conveniently. Navigate to the 'Account' section, then select 'Billing' to find the latest information on your refund.
Visit Your Account Dashboard: Log in to your Primus account on their website. Go to the 'Order History' section located under 'Account Settings' to view detailed information about your refund requests and their current status.
Review the Refund Progress: In your account dashboard, you’ll find notifications regarding the stages of your refund process, including "Requested," "Processing," and "Completed." This helps you understand where your refund stands at any point in time.
Contact Customer Support: If your refund status isn't clear, reach out to Primus customer support through their help section. They can provide personalized updates and assist in tracking your refund.
FAQ
If you forget to cancel your Primus service on time, refunds for any charges incurred may not be possible as per the terms of your agreement. It's always recommended to review your plan details and cancellation policy to understand your options. For further assistance, contacting Primus customer service directly can provide clarity and additional support.
Refunds typically take between 5 to 10 business days to appear in your account, depending on your bank's processing times. Once your refund has been initiated, you will receive a confirmation email detailing the timeframe for when to expect the funds. Please remember that factors such as weekends and holidays may affect the overall processing duration.
If you see a charge but do not have an active subscription, please check your email for any account activity or notifications regarding potential changes. To resolve the issue, contact Primus customer support directly with your account details for further assistance.
If you are unable to obtain a refund directly from Primus, consider reaching out to their customer service team again for further assistance. You may also explore the option of escalating your request within Primus's support system to ensure it is reviewed by a different representative. Additionally, reviewing your account details and previous communications can help clarify your situation.
If Primus refuses to issue a refund, you may want to carefully review their refund policy for any specific terms that apply to your situation. Additionally, consider reaching out to their customer support team again for further clarification or assistance. You might also check your account details to confirm any relevant information that could help in resolving the matter.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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