IMPORTANT: Charged $544 for SIMs I was told wouldn't activate — now in collections on my credit

Have you registered a Self-Serve account? Were you provided with an account number? When were the lines activated? Did you order any phones on a Tab plan?

It seems the rep has misinformed you. All SIM cards are usually activated before they are shipped to you in the mail.

If you are able to access your Self-Serve account, you should be able to ask a rep to review the charges on your bill. https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill

To cancel your services, you should be able to schedule a callback through Koodo Assist and type in “cancel my account” to prompt the chat bot to provide you with available times. https://Koo.do/Chat 

Assuming you ordered and received phones in the mail, you should be able to return it within 30 days of the purchase date. During your callback, you can ask the rep to send you a prepaid shipping label to return the phones. https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone

Do you know if the calls was from Koodo or from a 3rd party marketing agents? From your description, if someone tried to make you entering a contract without proper condition, you could ask for a dispute and fraud investigation

First, I strongly recommend contacting Equifax to open an investigation 

After that, you should reach out to Koodo directly to request a formal fraud investigation. Scheduling a callback using their digital assist www.koodo.com/chat 

Hi ​@Roland Song 

We have been unable to identify your account based on your community profile. 

Have you managed to schedule a call back with the virtual assist as suggested above?

Thank you all for the helpful replies, it gives me some comfort during this stressful situation.

We finally received a call back from Koodo today. The rep has opened a ticket and said we should expect an update within two weeks.

What makes this especially frustrating is that we were clearly told that there will be no charges unless I activate the SIM cards myself, which I never did. After receiving the SIM cards, my wife also called Koodo to double-check, ans she was assured again that there would be no cost if we did not activate them. Because of that, we completely forgot about it until yesterday, when my wife happened to find an email from a collection agency in her junk folder.

I always tried to be nice to any sales person, but I never imagined receiving a sales rep’s phone call could bring us so much trouble.

This has caused us a great deal of stress and trouble, especially since it appears to have affected my credit record. I sincerely hope Koodo will investigate this properly, remove the incorrect charges and collection record, and correct any impact on my credit. 

Thanks again for your help and support. Hopefully this can be resolved smoothly. I will keep you updated. And I may come back here for further advice if it’s not resolved properly.

Thanks, hope you all have a wonderful night.

​@Flo Koodo I can provide you the necessary information if needed. Please let me know how to send you these private information.

Thanks for the support.

We never registered any account at Koodo. The account was opened last July and  close by Koodo last month. We totally have no idea of the account from it’s opening till it’s closing. It’s a collection agency’s email found in junk box that bring this whole things to us. 

We were clearly told there would be no charges unless I activated the SIM cards myself which I never did. After receiving the SIM cards, my wife also called Koodo to double-check, and she was assured again that there would be no cost if we did not activate them.

Hopefully this can be resolved smoothly. 

If it has been sent to a collection agency, it is no longer handled by Koodo.

You can schedule a callback through Koodo Assist and speak with the rep. They should be able to direct you to the billing department and you can then ask them to see what can be done, but there are no guarantees. https://Koo.do/Chat

Thanks for the support. We already received a phone call from Koodo rep and are expecting a feedback within two weeks.

Will reach to you for help if it’s not resolved as expected.

Thanks