Customer service nightmare | Koodo Mobile | Forum
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8:24 pm
here is a copy of a email I just sent to Koodo.
I cannot believe that your company claims to have won an award for it's customer service.
When I signed up for your phone plan I was assured that I could pay my bill at the Koodo kiosk's.
I knew that I would have to use this option because my bank is in Ontario and will only allow me to pay bills if I bring them into the branch which I cannot do because I am in Edmonton.
Then when I came to pay my first bill I find out that I can only pay by credit card at the kiosk (If I had a credit card, why the hell would I need to go to the kiosk?).
I have a very busy life and I do not have the time to run all over the city trying to find a place to pay your bill.
I was then instructed to go to the Royal Bank who would accept payments from anyone, so I went there and was not allowed to pay by my interact card but I could use their instant teller and then wait in line again to pay cash, with a combined service fee of almost 10.00, no Chance of that happening.
Today I finally found a way to make the payments to you.
When I called your customer service I was stunned to discover that I was given only 9 days between account suspension and cancellation, and that if I wished to resume service I must pay a 30.00 reconnection fee.
I had been advised that the overdue fees were around 86.00, did anyone there take note that I paid 130.00 for the phone.
IS THERE ANYONE AT YOUR COMPANY SO STUPID AS TO BELIEVE THAT I PAID $130.00 SO I COULD STIFF YOU FOR $86.00?
I can understand the suspension (although it is a pain in the ass), but I cannot understand cutting me off after only 9 days and then trying to charge me a reconnection fee. Particularly after the whole problem was created by misinformation on the part of your staff.
Up to this point I have been an advocate for Koodos and have convinced at least 5 people to sign up for your service, I am a former Supervisor for Bell Mobility, so people tend to listen to my advice, would you like to guess what advice I will give them after this?
My payment was make at the Bank of Montreal and will arrive in a few days, I expect by then this 30.00 fee for reactivation will be gone as well.
If this is not resolved at a minimum I will complain to the BBB, and anyone else who will listen.
If you cannot resolve this problem I expect a return of the 130.00 that I paid for the phone since you obtained the sale under fraudulent terms..
This will give you an idea of how Koodos handles it's customer service.
11:03 pm
Unfortunately, things can happen.
But being a previous Bell suprivsor like myself you should understand that things like this do happen and just like at Bell you can not make bill payments in store.
Furthermore, it sounds to me like you were put on a spending cap which is why your account was disconnected and again being a previous suprivisor to a telecommuncations company you should understand how those work as well.
This should be nothing new to you, these policies are the same as at Bell and if you read your service agreement it would clearly state this things.
6:54 pm
since the day 1, I got this stupid koodo, several times nobody including myself could contact this cell phone or call somebody from this useless cellphone. imagine, it's like a wooden club! not a communication device, at all.
beware of this scam!
12:30 pm
In December 2009, I signed up for a Koodo plan for my son as a Christmas present. (I know...) Anyhow, I made the monthly payments, but in September he moved to his dad's and I went to graduate school in another province. Needless to say, by November I found out that the bill was big. 267 dollars. I contacted Koodo, made an address change, and told them I would be taking care of the bill with monthly payments. It seemed to be no problem, and I have been making these monthly payments regularly. Today I called to find out how much the bill was, or had I paid it all off (the phone was cancelled after the contract ended in Dec. - it is June now). Imagine my suprise when I discovered that the bill is 429 dollars and it has been sent to collections. My son has not had the phone since December, he has his own plan now. The fact that I am making payements regularly has been totally disregarded, and the account has been sent to a collection agency. Further adding insult, Koodo refuses to send me a bill itemizing my debits and credits so I can see why a bill I have been paying regularly that started out at 267 dollars is now a whopping 429 dollars. They flat out refuse to send it. I have been on the phone with three different people, and they will not allow me to see why the bill is so large. If anyone has any advice, I would love to hear it.
2:12 pm
Two years ago I signed up with Koodoo. Two packages, one for my daughter, one for my son. Each package was $25.00 a month and included a free phone. Each month a portion of the payments would go toward the cost of the phone until it would be paid off. Two months later my son lost his phone. I contacted Koodoo and had the phone cut off. I continued to pay the $25.00 per month for two more years, thinking that this would cover the cost of his phone. Guess what, two years later and over $600.00 paid, and having received phone service for less than three months, I stilled owed over half the value of the free ($150.00) phone. It would take me over five years to have this phone paid off. The salesperson neglected to mention this, or the Koodoo agent, when I called to have the phone turned off. Now they are putting me into collections. Beware the Koodoo "free phone" scam. It not free, it sucks the life and breath out of you. Talk about corporate greed.
7:42 am
sorry to the last poster but you really cant blame that on the company. You need to take some responsibility in asking about what your options are. Yes the rep probably should have volunteered it but at the same time maybe they thought you were going to purchase a new phone.
I will agree the whole tab plan is a scam. You get much better phones on contract. My preference is to find someone selling a phone and buy it outright for use with koodo. If you arent picky you can find a lot of phones for under $100.
1:32 pm
really? said:
sorry to the last poster but you really cant blame that on the company. You need to take some responsibility in asking about what your options are. Yes the rep probably should have volunteered it but at the same time maybe they thought you were going to purchase a new phone.
I will agree the whole tab plan is a scam. You get much better phones on contract. My preference is to find someone selling a phone and buy it outright for use with koodo. If you arent picky you can find a lot of phones for under $100.
The koodoo rep knew there would not be another phone (This was his third lost phone). He also offered me nothing other than to pay for the phone. $600.00 should have covered it!9
9:40 pm
Well what did you expect? Read the terms. 10% of your bill is taken off your tab. Therefore when you spent $600.00 over 2 years, figure it out... $600 x 10% = $60. You may have used your tab up to a maximum of $150, so take off the $60 credit and you now owe $90. Don't blame Koodo because of your ignorance. When you decided to not use the service you should have cancelled it and paid off your tab. Of course they don't give you a free phone, why the hell would anyone give you a free phone. Its free IF you stay with them long enough for 10% of your monthly bills to cover the amount you put on the tab.
