A week ago, I paid my remaining balance to Koodo through mobile banking. Before paying, I called Koodo to clarify my billing and was told that I could get a $5 discount on each line if I set up pre-authorized payments using a Visa or Mastercard. Since I was eligible, I went ahead and set it up for the next billing cycle
However, when I checked my account, I didn’t see the $5 credit, so I called Koodo again. I was then told that I should have set up pre-authorized payments through my bank account instead, which would give me a $10 discount per line.
I was really disappointed because if I had been given the correct information the first time, I would have easily set it up through my bank and saved more.
What upset me even more was that the representative I spoke with said it was not his fault instead of trying to help resolve the issue. As a customer, I expected better service and someone who would take responsibility and care about keeping customers satisfied.
Because of this experience, I’m now considering switching to another provider that can better meet my expectations.
