I recently switched over to Koodo from another provider after being offered a deal from a technician installing Telus fiber optic internet at my house.  Less than two weeks later, I received my first bill and was stunned at how much it was.  There were the charges for my number that was ported over but I also received charges for the temporary phone number that was assigned to me in the beginning which, obviously, was never used by me.  On top of that, there was a connection fee that a) I was never informed of, b) I never consented to, and c) that every time I have changed providers was always waived as a new customer.  I investigated and discovered that the only service agreement under my profile on the Koodo website listed the temporary number on it which means that I never signed nor was provided with a customer service agreement that had my correct information on it.

I received a call back and spoke with a CSR who argued that I was responsible for the charges for the two numbers plus the connection fee.  Only after bantering back and forth did he finally agree to waive the charges for the temporary number (rightfully so) but he refused to budge on the connection fee, at which point I asked to speak with someone higher up and was transferred to “Loyalty”.

The person I spoke with at “Loyalty” told me that the service agreement was valid even with incorrect information on it.  When I questioned the legality of that, he became sarcastic and doubled down saying it was legal.  He also stated I should have been informed about the connection fee but that he was not waiving it.

How can they argue with me that charging fees for a number I have never used is valid?  How can they charge me for a connection fee I was never informed of nor consented to?  How can my service agreement be valid when it has incorrect information on it?

How come it seems they don’t care about keeping a new customer?