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Bad store experience

S

Dear Koodo-Telus Management Team,

I am writing to file a formal complaint against the poor service that I received from your company. On November 26, 2022, my wife and I signed up for the deal of 30G/month, $30/month for both of us. However, after setting up my pre-authorized payment, I discovered that there were two major problems with my bill.

Firstly, only one number received this deal, and the second number did not receive the offer. Secondly, there were several calls charged to the United States on my bill, which my wife did not make. These discrepancies were unacceptable and prompted me to visit your Koodo store at Southgate Center, Edmonton, Alberta, to speak with the manager.

During my visit to the store, I expressed my concerns about the second problem - the unauthorized calls to the United States charged on my bill. My wife did not make any calls to the United States during that period, which raised concerns about the security of our phone number and whether someone could have gained unauthorized access to our account.

Unfortunately, the manager was dismissive of my concerns and unhelpful in resolving the issues. This is unacceptable and unprofessional behavior from a manager, and it has caused me to lose trust in your company's business ethics.

Therefore, I am requesting your assistance in this matter. Could you kindly provide me with the management's contact number so that I can reach them to resolve these issues and investigate my concerns about the security of our phone number? I hope that your management team can take this complaint seriously and take appropriate steps to address these issues.

I expect a prompt response and resolution to this issue as soon as possible. Thank you for your attention to this matter.

Sincerely,

David

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Best answer by Flo Koodo 17 May 2023, 15:40

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17 replies

S

Unfortunately, my experience at the store was not only disappointing but also frustrating. The manager's manner was extremely unprofessional, and it shook my trust in your company's business ethics. When I informed the staff that I wanted to schedule a callback to resolve the issues, the manager informed me that since it has already been six months, they could not fix it. This raises concerns regarding your company's policies and whether there is an expiration date or deadline to retrieve mistakes made by your company.

As a customer, I do not want to be deceived or taken advantage of. I have the print contract at hand, and clearly, if the manager is correct, the six-month deadline has not yet expired since today is May 13, 2023. Despite this, the manager was not willing to help me and instead suggested that I schedule a callback, which I found very insulting. 

I hope someone who have experience give a hand at it. 

Thank you!

Dinh
Userlevel 7
Badge +4

There are several issues in your posts. And I think it is better to break down so it is easier for people to follow.

First issue wass the store and their ability to assist you. Store manager can't add or delete edit credits from your account. There were plenty of things they couldn't do. That should be done via rep in the calling center. Also, the responsibility of scheduling a call back is normally on the customers. They had the same access to Koodo assist like you did. Here is the link www.koodo.com/chat if you insisted on telling it's their responsibility, the conversation might not be helpful as you wished. They also didn't provide manager number to make complaint. Rep however did read the forums, so they will read your writing here.

2nd issue was the black Friday credit, can you post a snapshot of your wife pdf bill where it didn't show the credit here. normally page 3 or 4 of your pdf bill should have it. Hide/delete all personal information before posting pls. Also, was she on the same account as yours? (So a rep could look find it)

3rd issue is the long distance calling to us. I saw several reports where people made accidental calls or call the us number during a online conference. If you don't mind, can you post the usa number here? Someone might know what it was. I assumed those weren't private number. Koodo with all their tool so they definitely had a record of number of call to prove though.

A Koodo customer, opinions are my own.
Dinh
Userlevel 7
Badge +4

Not sure why you would need to open another thread about the same issue. I recommend you to post in one thread so people can follow easier

https://community.koodomobile.com/billing-payments-66726/bad-store-experience-7819052

 

A Koodo customer, opinions are my own.
S

Thank you for your quick response. here are some snapshots. 
 

 

S

My two phone numbers are in the same account.

 

S

Here is the suspicious phone number.

 

S

 

Jru Gordon
Userlevel 6
Badge +4

I just called that area code 646 number, and an automated "TravelEuro" message came up. 

Is it possible you meant to dial an area code 647 (Toronto)  number by accident?

Jru Gordon
Userlevel 6
Badge +4

Also, if you are looking to move your number from Koodo to another provider, make sure you do NOT cancel the line before you move it, or you'll lose your number. When you sign up with the new provider, they'll move the number for you. 

Allan M
Userlevel 7
Badge +4

I just called that area code 646 number, and an automated "TravelEuro" message came up. 

Yea that number is listed on their website: https://www.traveluro.com/contactus

I’ve seen before where you don’t think twice about dialing a number assuming it’ll be toll-free and then getting surprised after getting charged for it.

S

Never called  code 647 (Toronto)  or 646. There was not accidently call at all. Koodo helped me to move from Fido at that time.

Dinh
Userlevel 7
Badge +4

My two phone numbers are in the same account.

 

Let me flag a rep to look into the credit of this plan. 

A Koodo customer, opinions are my own.
S

And you can see that On April 10 10:08 am the call took 16min long. 

Dinh
Userlevel 7
Badge +4

And you can see that On April 10 10:08 am the call took 16min long. 

Can you check your phone (or your wife phone) to see what did the phone do at the time? Was there any app running?

A Koodo customer, opinions are my own.
Flo Koodo
Userlevel 7
Badge +4

Hi @sedavid 

 

Sorry for the late reply here!

We can see that you managed to get  in touch with a rep over the phone who should follow up regarding the bill credits.

 

If you require futher assistance, please let us know. 



 

S

Still waiting….
I didn’t see my $100 ($50x2)  for Connection Fee credited back yet, and neither monthly Fee corrected.

D
Userlevel 7
Badge +4

Still waiting….
I didn’t see my $100 ($50x2)  for Connection Fee credited back yet, and neither monthly Fee corrected.

Your spoke with a rep over the phone.  What did they say to you?

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949

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