From abroad, you can contact them through Facebook or X private message... hope you get it resolved soon!
Hi @Iris Huang it seems you reached out via social media as well and our team responded.
Hi @Iris Huang it seems you reached out via social media as well and our team responded.
Here’s an update on my ongoing nightmare with you guys.
Just few minutes ago, I was shocked when your representative outright lied to me, claiming that my account had already been sent to a collection agency.
“Thank you! Upon checking, it seems the account was automatically cancelled on October 23 for payment related reasons, but it has now been automatically been assigned to a collection agency, General Credit, which can be reached at 1-855-777-4274.”
However, the Final Notice email Koodo sent me yesterday clearly states:
"To avoid this, please make a payment as soon as possible. Otherwise, it will go to collections on 22 November 2024."
When I confronted the representative with this fact, they had nothing to say except:
"Thank you for your patience, I have reached out to our support team, and we are currently investigating the best way to go about this. I will try to get back to you in the most timely manner."
How can a company justify lying to their customers and then brushing off the matter with vague reassurances? I have been trying to cancel my account since JUNE. I have called 13 times, suspended my number online, and now this?
Not only has Koodo failed to resolve the issue, but you are also actively misleading me while threatening my credit score over charges for a service I haven’t used in months. This is beyond unacceptable, and I’m exhausted from this ordeal.
Iris, check out the CCTS site for information. The moderators are blocking me I guess. See if this works.
Yes the are blocking the link, I tried to send to you.
Yes the are blocking the link, I tried to send to you.
The CRTC and CCTS links are right below at the bottom of this forum webpage
Hi @Iris Huang it seems you reached out via social media as well and our team responded.
Here’s an update on my ongoing nightmare with you guys.
Just few minutes ago, I was shocked when your representative outright lied to me, claiming that my account had already been sent to a collection agency.
“Thank you! Upon checking, it seems the account was automatically cancelled on October 23 for payment related reasons, but it has now been automatically been assigned to a collection agency, General Credit, which can be reached at 1-855-777-4274.”
However, the Final Notice email Koodo sent me yesterday clearly states:
"To avoid this, please make a payment as soon as possible. Otherwise, it will go to collections on 22 November 2024."
When I confronted the representative with this fact, they had nothing to say except:
"Thank you for your patience, I have reached out to our support team, and we are currently investigating the best way to go about this. I will try to get back to you in the most timely manner."
How can a company justify lying to their customers and then brushing off the matter with vague reassurances? I have been trying to cancel my account since JUNE. I have called 13 times, suspended my number online, and now this?
Not only has Koodo failed to resolve the issue, but you are also actively misleading me while threatening my credit score over charges for a service I haven’t used in months. This is beyond unacceptable, and I’m exhausted from this ordeal.
First off, this is customer forum, once your account is cancelled, you have to deal with them directly in most cases. As you already knew that cancellation required personal contact. It would be nice if you can contact them via Facebook/X when you just left Canada. Right now, everything is too late unfortunately.
Regarding the lost and stolen, in their web page https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone they already mentioned “You’ll continue to be charged monthly fees and will still be responsible for paying your bill”. It can’t be used as a tool to avoid payment.
Anyway, I recommend you contact them again and discuss to see if you can find a mutual decision.
Hi @Iris Huang it seems you reached out via social media as well and our team responded.
I have been trying to cancel my account since JUNE. I have called 13 times, suspended my number online, and now this?
I attempted to cancel my mobile service with your company in June while I was in Canada. I called your customer service 13 times, yet I was unable to complete the cancellation because I was repeatedly told I needed to be transferred to a "dedicated cancellation representative." Despite waiting on the line, I was never successfully connected. I even informed your agents that I was leaving the country in 20 minutes, but my request was ignored, leaving me no choice but to leave Canada without resolving the cancellation.
After returning to my home country, I tried to cancel my service online but found that Koodo offers no email support or online process for cancellations. Out of options, I suspended my number using the "report lost/stolen" feature, thinking it would stop service and billing.
I understand you have tried to cancel your account but at the end you have confirmed you have knowing not canceled your account.
If you google “koodo canceling” the very first link tells your how to cancel. It also tells your how to cancel when you are out of country.
As you have seen you also could have reached out to the community and you get multiple responses.
https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo?srsltid=AfmBOor9mtr84kpF1MBrB9sHPVi96aD8yl_BxhNzYf96Kp_o8d8Yctxh
