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Koodo cancelled my account without any explanation


Koodo cancelled my account without any explanation a week ago. I called Koodo's customer service and they asked to send two pieces of ID by fax to 1-866-956-4844 and I did so last Tuesday. I keep wondering why someone did not contact me by phone, email or text and ask me for this information instead of blocking my account. Until now I do not know why my acount was blocked.I have called Koodo several times but the agents do not give me any specific information no even a confirmation that they have received the documents. They just keep telling me that there is no way to know and that I should wait until someone contact me. How long should I wait? They do not know either

6 replies

Userlevel 6
That sounds like there is something up with your account. Like a possible fraud or something. They must be checking things out if they asked you for ID. How long before they figure things out I have no idea though.
Userlevel 7
Badge +4
That sounds weird. They should at least give an explanation
Userlevel 7
Badge +4
Why they asked you to send your ID by fax? What was it for?
It's TELUS' Fraud department. That's how they work. They close your account without contacting you and you're lucky if you realize it and contact them in time! After you sent the documents they asked for, it shouldn't take more than a day for them to reactivate your account, if everything is right. Send an email from this link: https://secure.koodomobile.com/account/appmanager/support/contactus , they're usually more helpful than phone reps. You could also file a complaint with the CCTS. The Wireless Code says: "If a service provider disconnects a customer in error, the service provider must restore service to the customer by the end of the next business day and must not impose reconnection charges." Of course, assuming you did not give them any false information about your identity.
Userlevel 6
Hello wrote:

It's TELUS' Fraud department. That's how they work. They close your account without contacting yo...

Rita hang tight, like Hello said, they'll reactivate you if everything is right. Writing isn't going to speed things up, these reps have the same info as the phone reps. Recommend you call them back and ask them how long this is going to take since you've sent ID by fax!
Userlevel 7
Badge +4
Hello wrote:

It's TELUS' Fraud department. That's how they work. They close your account without contacting yo...

Regardless of whether the cancellation is justified or not, a reason should be given if contacted. Someone trying to scam isn't very likely to expose themselves by getting in touch with the company. If something like this happened to me, who only has a cell phone, this would be a major problem.

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