URGENT FORMAL COMPLAINT – 3+ Months of Unresolved Billing & Account Errors
Hello Koodo Customer Care,
I am writing because I am beyond frustrated with the ongoing problems with my account. I have been trying for more than three months to have these issues corrected, and despite numerous conversations and being told things were being taken care of, I logged into my account again only to find a balance of approximately $202 and discover that the changes I was promised STILL have not been completed.
At this point, I honestly do not know what else I am supposed to do as a customer.
My grandson's line was supposed to be CANCELLED. Prior to the cancellation, I had placed the line on a $15 vacation hold. I was subsequently told the line would be cancelled, yet I have now discovered that it is apparently active and working again.
I did not ask for this line to be reactivated. I specifically asked for it to be cancelled.
I am also having ongoing issues with my granddaughter's line. She had been on an approximately $39 plan, and then suddenly her data was used up. Her plan was subsequently switched to approximately $65 per month, yet she is now apparently paying for a higher-priced plan and still has no usable data.
How does this make any sense?
I have now spent over three months trying to straighten out my account, and instead of the problems being resolved, I seem to find a new problem every time I log in.
I have been patient. I have contacted Koodo. I have explained the situation. I have relied on what your representatives told me would be done. Yet I am now looking at a $202 bill, an account that was supposed to be cancelled but apparently wasn't, and another line that went from roughly $39 to $65 without resolving the data issue.
I should not have to continuously chase Koodo to correct changes that your representatives already confirmed would be made.
At this point, I am requesting that this be treated as a formal billing and account complaint and escalated to someone who has the authority to actually resolve it.
I am requesting the following:
- Immediately review and cancel my grandson's line as previously requested, including determining why it was reactivated after I was told it would be cancelled.
- Remove or credit any charges that resulted from Koodo failing to process the cancellation correctly.
- Review my granddaughter's line and explain why her approximately $39 plan was changed to approximately $65, what happened with her data, and why she currently has no usable data.
- Review the entire $202 balance and provide me with a clear breakdown of which charges are legitimate and which resulted from these unresolved account issues.
- Review the previous notes/interactions on my account from the last three-plus months, because they should document the requests I have already made and what I was told would be corrected.
- Apply the appropriate billing adjustments/credits retroactively rather than expecting me to pay for errors or services I specifically requested be cancelled.
- Provide me with written confirmation once all corrections have been completed.
I am extremely frustrated that it has reached this point. I have given Koodo multiple opportunities and more than three months to resolve what should have been relatively straightforward account changes.
I don't want another temporary explanation or another promise that someone will look into it. I need someone to actually review the history of this account from beginning to end and FIX it.
If Koodo cannot resolve these issues and correct the billing, then unfortunately I am at the point where I want to cancel all of my services and move my lines to another provider. I don't want to do that simply out of frustration, but I also cannot continue spending my time trying to correct the same account problems month after month.
Please escalate this to a supervisor or appropriate escalation team and contact me with a resolution as soon as possible.
Thank you,
Christina Brading
