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Koodo ******* me while Travelling


Hi,

I am currently travelling in Europe. I got a message from Koodo about a week ago saying "pre-authorized" payments have been removed from my account. I absolutely did not request and any emails I have sent to Koodo have not been returned.

It is very hard for me to call within the regular support hours as I am on a cruise ship with very expensive phone access.

I tried logging into the online portal and every page says to contact client customer care.

I have emailed 3 times without any success.

My phone no longer connects to any networks.

One page of the portal actually says I have zero dollars owing.

The instructions provided on http://help.koodomobile.com/coverage-long-distance-and-travelling/travelling no longer apply to the new website? I did this at the start of my vacation.

So any suggestions? I travel a lot and this is my first time travelling with a Koodo phone. I learnt my lesson. Koodo is not international friendly at all.

8 replies

Userlevel 7
Hmm. Are you sure you're not on spending limit program? You added the international LD saver and voice roaming?
Userlevel 3
Hey Mitch!

We'd like to look into this but we can't access your private info here. Can you please send us an email with your details at this secured link http://koo.do/11eMLdy, choosing Social Media as a category so that we can find your email quickly?

Many thanks!
Userlevel 7
Badge +4
In your case, Koodo may not be the ideal choice for cruise ship or European roaming.

Make sure you use the direct email portal:

https://secure.koodomobile.com/account/appmanager/support/contactus

If you are going to be in Europe for any length of time, get an unlock code for the phone and a local pay as you go SIM.

Hi,

Definitely not on a spending limit program of any kind.

Koodo has finally responded to one of my 7 emails and basically said I need to call them to fix my account. I called Koodo and provided a new credit card and they said they re-activated it but I am still unable to connect to any networks here in Europe.

What really pisses me off further is I was charged a further $5 to process my credit card through their phone. I had no choice but to pay this additional $5 to re-activate my account. Really Koodo????

This is my secondary phone and I have a Europe sim card for my primary phone.

Can't wait to get back to Canada and cancel my account with Koodo and move elsewhere that WON'T charge me additional $ just to pay my account.

The email Koodo sent to me didn't provide much help. And they have yet to respond to the email I sent using the "Social Media" category.

Brutal.

Hi Veronica,

"so that we can find your email quickly?" 

Did you mean this as a joke?
Userlevel 3
Mitch F wrote:

Hi Veronica,

"so that we can find your email quickly?" 

Did you mean this as a joke?

Hello Mitch,

I assure you that we take all of our customers' requests seriously. What happens is that we get hundreds of emails on a daily basis and associating them to a certain category makes it easier to find them.

Many thanks!
Userlevel 7
Badge +4
Mitch F wrote:

Hi Veronica,

"so that we can find your email quickly?" 

Did you mean this as a joke?

Do keep in mind the time difference when e-mailing Koodo from abroad. The social media team employees aren't on the clock 24/7.
Mitch F wrote:

Hi Veronica,

"so that we can find your email quickly?" 

Did you mean this as a joke?

Hi Ivan, I do keep this in mind. I have yet to receive any response to the email that was sent to Koodo 4 days ago. Is that normal?

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