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cut network, no way to resolve !!


Koodo cut my network because yesterday texted me a $ 225 bill ( without any information about it in selfservice !! ), despite , I tried to pay with my Visa card many times, but it didn't accept ! Today morning when I come out of home to go an important appointment, I noticed that I hv not network !!! As I am newcomer to Canada ( less than two month) I need google map in my phone to find addresses. Now I stayed home from 9 a.m ( now is 9:53 ) and am trying to find any way to solve the problem !! 1- By cut number, you can not call to the koodo itself !!! haha ! 2- There is not any email adrs for urgent inquiries of customer ( who in most companies is the Lord !! ) 3- I couldn't find any contact route to solve this problem, even to pay !!! 4- I found https://secure.koodomobile.com/account/portlets/contactUs/ContactUs.portlet in google search. It starts with some multi answer questions as you think it lead you to wright answer, after 3-4 questions, it rounds around itself !!! you answer question 4 then it turns to question 3, then 3 , then 4, again 4 goes 3....... haha !!! this is a secure page of Koodo which starts with https !!!!

40 replies

Userlevel 5
Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangements. But if your on the Spending Limit Programme you will be required to make the required min payment and its usually the full amount of the bill. Once you find out what the minimum required payment is you can make a payment through online or telpehone banking as long as you have the koodo account number there should be no issues. Depending on the situation customer service will resume the services before the payment is made. If not they may require a call back with the conf # then resume services.
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

Hi, Hippiel, Thank you very much for yr prompt reply. 1- It says: yr phone is not activated on the network, pls call client care for more information ! when dialing *611 !! 2- It says the same phrase for any dialing, even toll free number of Koodo : 1866-995-6636, 18553256636 and so on !! 3- Regretfully I don't know what is Spending Limit Program ! But anyway I wanted to pay even the whole announced amount ( CAD 225 ) !! But yesterday the selfservice didn't accept to pay while I am using my Visa card without trouble in my all deals ! 4- The payment part of my self serv has been blocked too! and gives this error msg : System Error Please contact Client Care/Channel Care to enable your access. !!! 5- I can't understand what it means 😞 ... Depending on the situation customer service will resume the services before the payment is made. If not they may require a call back with the conf # then resume services.), because I hv not network and noway to contact any number !!! to ask even resume connection for payment ! 6- In Iran ( which I thought is 50 years behind of up-to-date technology ! ), there are 3 competitor companies ( one from MTN Company ). They cover that 80,000,000 population country with high quality of call,data and msg and very good real-time, live real person customer care without extra charge in addition to automatic and short number help center and very good internet self service further to agent physical offices in all around the country who do all the same services without any extra charge !! and so on !, try it ! : a- http://mci.ir/web/en/home b- http://www.irancell.ir/Portal/home/?27092/MTN%20Irancell c- http://www.rightel.ir/# If you were me, what kind of feeling do you have ?!! 😃
Userlevel 5
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

Is it a canadian credit card ? if its an international credit card it needs to be registered through koodo customer service. To try to simplify your confusion sometimes koodo will resume the service before the payment is made/posted to the account. Sometimes you have to wait 2-3 business days before koodo will reicieve the payment then restore services. Spending limit programme is if you let your bill exceed $200 either from missing payments or unbilled charges such as data and voice overages that haven't yet been charged to the bill.
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

No. It is a Canadian Scotia bank Visa card. I don't see any resume !! ( sorry for my bad English writing ) 2-3 working days ?!!!! So, now I hv to go out and take another number from another mobile company.
Userlevel 5
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

go to a koodo kiosk ask to use thier phone because you cant call out and speak with customer service and they will explain everything to you. Its really hard to give you details because i cant view your account.
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

Last week when I rcvd a cad 81 owe msg from koodo while my monthly plan was cad 39 ! I printed my bill detail and went to koodo kiosk in Bonni Doon, after 35 minute standing wait front of kiosk for my turn, when I asked the agent to help me for unclear charges, she even didn't listen to me and said : I hv not access to your account here dial *611 ! I said I hv the printed bill detail but she didn't look at even in a glance !! and repeat the same sentence like a machine !!! I can view my account and the payment link gives the above mentioned error msg friened !!!
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

It was while I bought my account and my phone tab from the same kiosk !!
Userlevel 5
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

its ok they will still let you use thier phone to make a phone call to customer service 🙂 they are there to help you to the best of thier ability !
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

One oppressed customer is like a bomb for a company, as he/she is stronger and has bigger network, is more destructive for the that company, isn't it ?
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

( I don't want to show off ! ) For example, In my back home I am a medical doctor, university teacher, an import/export company owner and director, well known and awarded entrepreneur with a broad network and friends in Iran, Canada, China, Turkey and many other countries with 20 years of experience. In the other hand Iranians are a rich and successful immigrant population in Canada ! Now consider how bad reputation of a company can be spread out ! Do u think the managers of koodo can't understand how their defective management can hurt their company ??!! or may it has a still-hidden downing company ?!! I am dealing with big companies around the world for more than 20 years ( www.globalabz.com ). I hope koodo in charge persons hv time to read comments, if they are not in urgent situation of downing or slaphappy of transient good income !
Userlevel 5
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

The only way your going to get this resolved is by getting to a phone and calling customer service. They will help you understand the bill charges and overages. No on else here on the community can help you out any further! the sooner you get to a phone the sooner the problem will be resolved.
HippieLongstocking wrote:

Hey there Hamid! call *611 from the cellphone this should work. call to make payment arrangement...

Thank you very much for your support and time anyway. 1- .....The only way your going to get this resolved is...... In a wright company, A customer is not a person who is being trapped so that has just ( the only way ! ) 2- If koodo has wright managers, there must be at list one person who monitor such an important page to gather and report all feedbacks ! customer feedbacks are one of most important things for companies nowaday ! 3- ..... the sooner you get to..... in modern marketing world, how a company put a new customer in a such an urgent situation ?! Isn't it astonishing ?!! Thank you once more.
Userlevel 6
I tried that link you posted, Hamid, and it looks a bit like a broken version of the site Koodo has to allow an email. Try this one: http://koo.do/YqucV0.
Thank you very much, Yes ! the link you gave, worked ! Should the customers of koodo spend their time to solve each other problems ??!! Country of Canada is top 5 in the world in many parameters, what a pity some companies pull its rate down in some fields !! May you pls say me in which part of koodo's official website the link you gave there is ?
Userlevel 6
Hamid Azizpour wrote:

Thank you very much, Yes ! the link you gave, worked ! Should the customers of koodo spend their ...

Well, there's a "contact us" link right at the bottom of every page on koodomobile.com, including this one. (Also, I am a Koodo rep, HippieLongstocking too, if I'm not mistaken. There are reps here, we just can't give full account support for security reasons.)
Hamid Azizpour wrote:

Thank you very much, Yes ! the link you gave, worked ! Should the customers of koodo spend their ...

Yes ! you are right, Thank you. But Cad 35 for reconnecting ?!! Anyway, nice to meet you in cyber. Can I ask where is yr rep location ?
Userlevel 5
Hamid Azizpour wrote:

Thank you very much, Yes ! the link you gave, worked ! Should the customers of koodo spend their ...

yes i am a rep as well 😃
I send a non-respectful email to koodo through the link you gave, as : Respect is something which someone should deserve himself ! I hope there were someone wake up ( else than those answering machines ) to follow customer's problems. Thank you once more.
Userlevel 7
Badge +4
Hamid Azizpour wrote:

I send a non-respectful email to koodo through the link you gave, as : Respect is something which...

If a complete stranger walked up to you and slapped you in the face, what are the odds that the situation would evolve into a respectful conversation? You demand respect but state quite clearly that you refuse to offer it until it is 'earned'.
Userlevel 5
Hamid Azizpour wrote:

I send a non-respectful email to koodo through the link you gave, as : Respect is something which...

Timo nailed this, it goes both ways. Yes respect needs to be earned, but if you open a conversation in a non respectful way, then you don't deserve any respect either. As for your situation, im guessing your going over your $35 plan every month because your using your phone constantly for GPS when your out and about. It also sounds like you have opted not to try just calling them from a phone other than your disconnected Koodo phone. Email is an option, but calling is usually the quickest way.
Hamid Azizpour wrote:

I send a non-respectful email to koodo through the link you gave, as : Respect is something which...

Hi Mark, 1- Your reasoning remembers me that question : Hen or egg ? which was created first ?! someone tramples all the customer-seller( supplier ) rules ! and trap you in a lost making situation, so, he showed is not committed to the normal rules, then you want to behave him with respect to just show you are very nice ?!! I think respect is against being respected from other side and even can grow in such relationship and even transforms to loyalty ( i.e. between customer and supplier ). 2- Today morning I had a very vital appointment which I lost because my connection was blindly cut by the supplier which I ( a customer ) did favour to choose it !! I am talking by business language ( as I am a businessman but a moral one ). I don't say they are bad, they are evil.... because it is up to them, I just say it is not only a world class standard customer care system ! but also anti-customer manner ! 3- We are 3 persons and less than 2 month newcomer to canada, my wife and my son went at their work early morning and I hv not any other telephone line to call those slept people in koodo ! don't judge quickly. 4- Just return back from koodo kiosk in west edmonton mall. I went to pay the bill and ask for re-connection. They said me I hv to show them a photo ID !!! I said I want to give something, not take something ! In banks you can put money to any other persons accounts you want ! Do koodo's rules have more security than banks ?!!! Let's just laugh ...they are going to wrong direction....
Userlevel 5
Hamid Azizpour wrote:

I send a non-respectful email to koodo through the link you gave, as : Respect is something which...

Again it goes both ways. To respond to some of your points here we go. 1: Koodo offered you service, you used more than your plan allowed (again probably due to using GPS all the time), haven't paid the bill yet. And your response is to then write non-respectful emails. 2: From the sounds of it your account was suspended since you hit your spending limit. Which would have been laid out in all the paperwork. This isn't something that they do to make you mad, its like a speed limit, if you go over the limit you pay. Sure its up to them, but business is rarely about letting people keep going over limits without paying. Business is about accountability both from the business AND customer. 3: You mentioned having a broad network of friends all over, im sure one of them would be able to let you use their home phone or cell phone to get things sorted out. 4: I cant really comment on that as I don't know the store policies for the Koodo shops. It just seems to come up over and over again that someone used more than the plan THEY picked, racked up a bunch of overage, got cut off after THEY hit their spending limit, and all that is because the company is evil. Im not saying they haven't made mistakes, but don't place all the blame on them.
Userlevel 6
Hamid Azizpour wrote:

I send a non-respectful email to koodo through the link you gave, as : Respect is something which...

Actually, I think Hamid might not be on a spending limit. I might have misunderstood, but you did say that your wife and son are on the same account, right? If so you're not on a spending limit. That said, Koodo would not suspend your service without good reason or without notice. If you weren't warned you might need to call Koodo from 1-866-995-6636. I'm guessing here but this might not be a simple suspension for non-payment either since you can't call Koodo from your cell.
For information of all who commented here ( and I thank them ), just now, I came back from rep in west edmonton mall ( I referred there second time in this evening, this time with my Photo ID ! ). There was another young male rep. Fortunately he was very patient and serious to resolve the problem ! He called koodo center and in a more than 30 minute conversation with an agent in the phone, and checking the information with me at the same time, the answer was : 1- The amount cad 225 was not real debt at all !! ( it was only based on something named : "Spending cap" which neither me nor even the rep couldn't understand its mechanism !! The agent asked the rep to say me sorry for disconnection ! and connected the line immediately ! 2- My real debt was just the same which mentioned in my last bill as 81.78 with a due time of 18th July ! but their another mistake was: They raised my debt to 124.09 !! in their accounts ( I and the rep couldn't find out by what means ! ) ! which I hv to pay tomorrow and the mistaken extra ( 124.09 - 81.78 = 42.31 ) will remain as my credit and will deduce my next month bill !! 3- Last week after my adrs changed I edit it in my self service online koodo account and I thought koodo will apply accordingly, but today we understand the customer center still has my old adrs ! and it was the reason that yesterday I couldn't pay with my credit card !! ( If the adrs in my online account in koodo official website is used only for myself ! why must the customer put his/her adrs in it ??! may only for the customer to remember his/her own adrs ??!! ) Aren't we in "online" era ? or koodo has fever ?! Managing,.... managing is not a simple process at all ! very very hard, with high complexity and needs special individual with very very high talents !
Now. let's come back to Mark ! How are you Mark ? everything is ok ? Hope so ! 1- I am not only a native but also a self learner ( I mean English language ), it is the reason that I hv more and more hardship than native English language people. In Iran English is not official language ( vise versa, in India and Pakistan and many other countries it is ). 2- As I told before I am a 46 y/o newcomer to Canada ( my new country which love it ) and landed less than two month ago. I was not and am not used to many many things here. Of course I have traveled more than 20 countries before but not in America continent. Do u know what helps a person to find out many things without first hand information and local experience ? We say it : Flair ! Flair can be achieved by many years of experience and some other ingredients ! My flair was saying me that it can not be correct, even the god himself come down and say it is correct !! Pls don't judge people with the scale of your reasoning level as it is very obvious that when you hit your limit, should pay your usage and you think it is difficult for others to understand it ??!! 3- Yes ! I said I have a broad network around the world ! But I said around the world, not in the street which I moved last week and in a rainy couple of morning hours from 8:30 to 11:30 ( I hvn't Canadian driving license yet ). Of course as an example I have 6 other doctors of my friends, my wife's brother and his dentist dr, wife, oh ! the landlord of the whole building I stay now in Edmonton all are my Iranian friends just here. I forget Germezian brothers, the founder, builder and first owner of West Edmonton Mall who are Iranian ! You made me to say some un-related things here, otherwise I just mentioned the effects of any customer networking power for + or - reaction for a brand in the market ! I can't figure out why you felt discomfort of such rule ?!! If I were you, I try to learn more and more from the whole world than judge peoples situation. But don't hate me, I am a little frank more than normal. Appologize if I bother you. Wish you all, nice time and really thank guys who tried to give me ways and suggestions.

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