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Can't remove add-on in Self Serve


I've been trying to remove an add-on ( Phone protection) on my plan and it keeps telling " An error has occured ! Please try again later" ! I tried with my owner account and the manager account, same error. Tried on my phone, my ipad and computer... still not working. The girl at the store told me I could easily remove it from my plan at anytime without calling ( takes to long ) on the Self Serve. Im with Visa and with a program where my phone is protected so I dont need it anymore. The self serve never worked for my for anything in 1 year. I had to call and wait everytime. There's too many error or bugs I wish it was solved so I can actually add or remove stuff easily... 😞 Please help me, what am I doing wrong ?

12 replies

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Hi Maude, If 'm not mistaken, you have to call in to get the phone protection feature removed. I'm not sure if sending a private message to Koodo's Facebook page will work, but that may be another option to try.
Userlevel 7
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Also what did you try to do on self serve to say that it never works?
I also just tried to cancel the phone protection through self serve and got the same message as the person above. What gives ??? We specifically said when we got the phone that we didn't want phone protection yet here we are being charged for it

Badge +4
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

This is an excerpt from Koodo's Service Warranty Protection Plan Contract "You may terminate the Contract at any time for any reason by calling Koodo at 1-866-995-6636 or visiting a Koodo shop to request cancellation. You may cancel Your Plan by returning to Your original point of purchase for a full refund within the first fifteen (15) days of enrollment. After the first fifteen (15) days after enrollment in the Plan, You may cancel the Contract by calling Koodo at 1-866-995-6636". Politely explain the situation to the customer service rep. I think you may be entitled to a full refund, given the circumstances. Best to call in or visit a Koodo shop to find out.
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

Thank you
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

The change my add-ons screen isn't working for me either. Been trying for 5 days on mobile and desktop on every browser I have.
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

I think I've been having a similar issue. Have been trying to remove the 'Unlimited LD service (U.S.)'  add-on for $10 for some time. After clicking the 'X' and then clicking on the 'Submit' button - I get "An error has occurred. Please refresh the page or try again later". The only option available is the 'Cancel' button. This been happening for the past 2 months.. 
Userlevel 7
Badge +4
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

Try clearing browsing history and cache and try again. If it didn't work, then you need to call in. *611 from your Koodo phone Tell them you tried to remove add-on through self serve, but there was error message and couldn't do it. They will help you and there is no charge for this call since you can't do it by yourself.
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

I'm certain its a bug. Nothing to do with browser cache, etc. Tried on 3 machines, 5 different browsers over 3 month period. Finally, I changed the actual plan ($40 1GB yay!) and then I was finally able to remove the add-on.
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

I've tried a few different machines, different browsers. Yet I still continue to get "An error has occurred. Please refresh the page or try again later"

Im not alone it seems. There's a few threads online, people are having the same issue. 
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

I also get the same error trying to remove the Koodo Phone Protection  add-on.  On the website the error says:  An error has occurred.  Please refresh the page or try again later.  The Koodo mobile app says "Error!  We were unable to process your request.  Please verify the information and try again."  You can try until the cows come home - they want you to call in to remove it because that particular service is gravy on their bottom line and they don't want you to remove it.
Userlevel 7
Badge +4
Cheryl Williams wrote:

I also just tried to cancel the phone protection through self serve and got the same message as t...

You will have to contact Koodo to get it removed. If you dont want to call you can message them via facebook or twitter dm.

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