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Terrible Customer Service - How Do I Cancel?


My phone was stolen about 1 week ago. I have been trying (and failing) to contact Koodo. I have called 611 from my phone, I have called the 1 800 number, I have sent emails, I have even left call back numbers, to be called back TO BE PUT ON HOLD! Every time I have been on hold for >1 hr. So not only am I paying for a service I no longer have (because I can't even call to cancel), I am loosing my time to get in touch with someone. 
This is in no way acceptable. There is no business that conducts like this. Is it just their plan to hook you into their network and have you continue to pay indefinitely for services you do not want or need? I refuse to do any more business with this company and I need a way to cancel that does not require calling them or logging in through self serve because, surprise I don't have the option to cancel through there either. What are my options to get out of this terrible service? It's worse than being locked into a contract! 

14 replies

Userlevel 5
As far as I understand you do need to call in and speak with a rep.  I do know you can private message Koodo directly on Facebook, and wait times a significantly less (like minutes, not hours) But I am unsure if they can process cancellations that way 
Userlevel 7
Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait time...
Userlevel 7
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

You can log into self serve and report your phone stolen there.... That way the the if can use your service and won't be able to sell your device. You're actually not locked into a contract...if you're planning to goto another provider just go and tell them you want to port your number over. Porting automatically cancels your line.
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

I have had the worst experience with Koodo. My 12 year old purchased a brand new phone from them and it had some glitch issues. Since we have iPhone coverage, we took it to Apple. The phone was 6 months old. They cracked it open and told us that the inside is different from the outside meaning it had third party parts! I went to manager at Koodo kiosk who went to the Apple Store - they fought over who's fault it was. And then Koodo told me they can't fix it, can't replace it and won't let me out of contract. I asked for a manager to call me back. I have called customer service three times. No one has called me back. My poor daughter - this all happened on her 13 th bday and she bought this ohonenwirh hwr babysitting money. I have even tried to Facebook message the president of Koodo. NO ONE has called me. The customer service is disputable.
Userlevel 7
Badge +4
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Hi Krista - looks like this dates back to February, and I see notes on your account that 3 separate attempts were made to call you back on Feb. 24, 25 and 28.

If you shoot us a private message on Facebook one of our agents can help further assist and figure out next steps with you - likely figure out the best number for a manager to call you back at, and when. Select the 'Facebook' logo all the way at the bottom of this page.
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

I did not receive a message. Were they calling my number or her number - where her phone cannot be used??
Userlevel 7
Badge +4
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Looks like they called the contact number on file, ending in 56.
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

That is the correct number. I have voicemail - no messages left to call back if they called. I have also sent private message in messenger on FB. I would like to speak to someone asap.
Userlevel 7
Badge +4
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Great - thanks for sending the message Krista. Someone will get back to you as soon as they can.
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Again no one called me - a guy named Dan is passing me off to email your customer service. This is unacceptable. The worst experience ever. Koodo sold my 12 year old daughter a used phone and wants to take no responsibility for it. Or even call me to settle it. All I want is OUT of the contract to walk away.
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Still TERRIBLE customer service
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

How do I find Koodo's phone #
Userlevel 7
Badge +4
Mathieu wrote:

Unfortunately, you will need to call Koodo to cancel your service. There is a significant wait ti...

Start a new thread, Heather, and we'll try to help you right here 🙂
Update: after a 3 hr wait time and multiple confirmation of the line being cancelled, the "supervisor" I spoke too ends up cancelling the line to the phone in my possession, not the lost one, despite confirming the line that would be cancelled is the other one. 

I can't wait to be done with the incompetency at Koodo. I've dealt with other low cost carriers like Chatr and Wind, and never have I had to deal with such terrible service

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