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Proposed

Improving the exprrience for Hurrican relief

  • September 30, 2022
  • 2 replies
  • 306 views
J

Koodo, 

As someone who’s been impacted by Hurricane Fiona. I’ve gone seven days without power. It’s incredibly important that I stay connected to news sources, family and local community centres. 

Your data overages plan SOUNDS great - but it’s infrastructure has left us lost and confused. 
 

Online, you clearly state you’re waiving our data overages and we don’t have to take any additional steps. In reality; you cap our data then send out SMS messages saying we need to “top up” at $25/gig. When you call the customer support number, your call is automatically cancelled and you’re sent a link to a chat box. You cannot access the chat bot without data/internet. 

 

When you finally get through (I had to phone someone out of province and ask them to login into my account to request a call back, btw) the chat just repeats that no representatives are available to help. 

 

I splurged on the $25 package and reached out via Twitter @replies and DM’s. I’m being completely ignored. I want a real human being to call me. At a time like this, I can’t understand why we can’t get answers. 

    2 replies

    Allan M
    Forum|alt.badge.img+4
    • Allan M
    • Mobile Master
    • October 1, 2022

    From September 24 to October 3, 2022, Koodo is proactively waiving:

    • Canada-wide data, calling, texting, and pay pay-per-use overages

    • Data top-ups

    Important note:

    • Customers may see overage charges incurred on their first or second bill, but they will receive a credit to waive the charges on a subsequent bill

     

    So you pay for the overages, then get a credit for them.

    J
    • jocelyn_c
    • Author
    • Beginner
    • October 2, 2022

    All of their messaging says that we are required to take no action. Making it seem like we just continue to use our data - and hey, just don’t pay attention to what your bill looks like, we got you covered. 

     

    Instead, they cut you off and give you options to top up for $25/gig. Nowhere in THAT message does it include  this fee will be waived. It sends a link that you.. can’t access without data. 
     

    How are you supposed to just guess this? When you’re no longer connected to the internet to reach out. And when you’ve already just been hit with $100’s in damages to your home. 
     

    I’m asking for better infrastructure around these roll outs. When you’re in the dark and can hardly keep your phone charged - it’s alarming to be cut off like that. 

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