I have been a Koodo customer for approximately 10 years and have generally been satisfied with the service, which is why this situation was especially disappointing. Before transferring my number to another provider, I checked my Koodo account specifically to confirm whether I had any remaining balance owing on my Tab. The account page displayed “Remaining Tab Balance: $NaN” and only showed a negative Tab Bonus amount. There was no clear dollar amount shown as payable, nor any warning indicating that a charge would be applied if I transferred my service. Based on this information, I believed I had no outstanding balance.
To be thorough, I also had my sales manager at Best Buy review the account details with me. Based on the same information shown — including the absence of a clear remaining tab balance — I was advised that it appeared I was in the clear to transfer. Relying on the information provided by Koodo’s system and a third-party retail professional, I proceeded with the transfer.
After the transfer, I was charged an unexpected amount. When I contacted Koodo by phone to resolve the issue, the representative stated that I was under contract but did not meaningfully address the fact that the account displayed no clear remaining balance at the time of transfer. While the representative claimed to understand my concern, no effort was made to investigate the system display issue, offer a resolution, or provide any form of adjustment or goodwill consideration. I was simply told I had to pay or the amount would go to collections, which was both unhelpful and disappointing given my long tenure as a customer.
While I now understand that a tab agreement existed, my complaint is that Koodo failed to clearly and accurately disclose the remaining payoff amount at the time the decision was made, and customer support did not assist in resolving that failure after the fact. Displaying “$NaN” is not meaningful or understandable to a customer and does not meet the expectation of clear, transparent billing information. Had a clear amount been shown, I would not have transferred my service. I am requesting that this charge be reviewed and adjusted, as the lack of clear disclosure directly led to this outcome.
