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I visited a Mobile Klinik store on Nov 26th and ported over 2 lines to Koodo on the $30/20gig plan. I had an issue with account creation and was able to get a callback from a customer rep to setup my self serve account. After that issue was sorted, I asked the customer rep to confirm that I have the bill credits being applied to both my lines because the paperwork that I signed listed $55/20gig and the sales rep said that Koodo would send me an email detailing the credits for my account. Never the got the email and the koodo rep who checked my account said that she could only see one line getting the bill credits to but that my second line isn’t showing any bill credits.

I’ve been trying to schedule a callback with koodo for days to try and talk to someone to sort out my issue and been unable to do so since they don’t seem to have anyone working to call customers back. Tried a koodo customer care number but that just tells me to use the website assistant which is utterly useless.

What other options or avenues do I have to try to sort this out because this is ridiculous that I can’t use the stupid self serve to fix it, the website assistant can’t do anything and I can’t talk to a real human being. Can I even port out and go somewhere else?

Login to your self serve account, select billing, click the bills tab, then click account history. Do you see the credits in there?

Okay I see it now. It’s so convoluted.

Login to your self serve account, select billing, click the bills tab, then click account history. Do you see the credits in there?

Well here’s an update on this. I just got my first bill and just like the customer rep that I spoke to said, one of the lines didn’t get the $20 credit applied to my bill. I can see in the account history transaction list that there should be a $20 credit applied to the line for 24 months but it’s not on the bill.

Well here’s an update on this. I just got my first bill and just like the customer rep that I spoke to said, one of the lines didn’t get the $20 credit applied to my bill. I can see in the account history transaction list that there should be a $20 credit applied to the line for 24 months but it’s not on the bill.

Can you provide a screenshot of your bill? Make sure to remove any personal details, as this is a public forum. 

Well here’s an update on this. I just got my first bill and just like the customer rep that I spoke to said, one of the lines didn’t get the $20 credit applied to my bill. I can see in the account history transaction list that there should be a $20 credit applied to the line for 24 months but it’s not on the bill.

Can you provide a screenshot of your bill? Make sure to remove any personal details, as this is a public forum. 

 

This is exactly the issue im having. Bill credit applied to only one line. Impossible reaching an agent. This is why i ported out initially. How could i forget this terrible service

 

 

Let me flag a rep for you. 

 

Let me flag a rep for you. 

Thank you.

@Johnnu10 - The missing credit was added to your second line

@Ruudilitary  - From the looks of it, the credits on your account seem fine. You’ll notice 3 numbers on your invoice, (2 active and 1 temporary). You’ll notice that the temporary number is the one with the credit.  But I can see that credit moved over properly at the same time your number was transferred.  

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