Don't trust Koodos web site to make plan changes. | Koodo Mobile | Forum

I was satisfied changing from Rogers to Koodo because I no longer had to pay for bogus access charges. I have 3 phones, two on the 25 talk and text and 1 basic phone. Two months ago, my son broke his phone and decided to borrow my wife's phone. I didn't realize he was using it for texting and knew that I was in for a fairly high bill. This bill turned out to be $300.00 but it was no fault of Koodo's so I owned up to it and did not even complain. I then went on the self serve web site because I don't like waiting on the phone for service and I read somewhere that if you choose to use a rep to make changes then you would have to pay for it. How hard can it be to make a plan change?
Well, I am not a computer wizard, but I certainly have navigated my way around around many websites including some of Koodo's competitors and this site is by far the most frustrating site I have ever used. Either they hired a programmer that was totally clueless or in an attempt to generate profit they hired a talented programmer to create a website so difficult for customers to use that they would get so frustrated that they would give up and pay for a service rep to make any changes.
After a lot of swearing and frustration I finally managed to get to the self serve area where I could upgrade my basic phone to talk and text. This part actually seemed fairly easy, I clicked on the change that I wanted and was prompted to confirm the change and after re-reading it I clicked on confirm and a message came up saying the changes may take 15 minutes to be completed. Nightmare over......not!!!
My next bill comes in the mail and it is now $785.00!!! How can this be? I went back on to the web site and after some frustration I managed to call up the history of plan changes and was shocked to find out that my two talk and text phones were changed to basic plans and there was no history showing for the phone that I upgraded to talk and text. At that time I changed the phones back to talk and text. I confirmed the changes the same as before and got the same message that the changes could take 15 minutes to complete. I went in a few days later to confirm that I had the features that I wanted and everything the way I wanted it.
I called customer service and explained my issue and after some searching she basically said that there was nothing she could see that was wrong with the bill and the best she could do was to offer a $50.00 credit. I more or less told her this was not acceptable and asked to speak to her supervisor. Again I explained my problem and he went through the phone change history and suggested that I must have made a mistake and there was not much he could do about it. He said that I should have called after getting the $300.00 bill and had a rep make the changes. I not so calmly told him that I was not satisfied with this answer and asked to speak to someone who had the authority to make a decision to fix this mess. He said he would send off and e-mail to the next level of mangagement (it was late in the day and there was nobody available) explaining my issue and I would be contacted the next day. A week goes by no call, so I sent an e-mail of my own to customer service and am now waiting for someone to contact me.
So if you choose to use the web site to make any plan changes be sure and go back into the web site to make sure the changes were made or you could end up like me, in a severely foul mood. Better yet save yourself the frustration and spend the half hour on the phone and pay them to do it. At least you won't have to pick yourself up off the floor when you get your bill!!!