Hi ​@kare0128 

We could not authenticate the account with the Log in method you used here. You can log out of the community and when you log back in, use the Self Serve option as shown in the picture below and let us know when it is completed so we can further look into it: 

Did you download your PDF e-bill through your self serve?  (Not an overview page.)

What do you see there? Are those breakdown also wrong information? 

Hi Mayumi

For 2 dys, there was no information on the PDF e-bill.  It just showed a $0 amount with no info about the current bill.  I now have a proper bill and I am good with the amount.

I pay my bills through my credit card.  The customer service rep said my card could not be verifired.  Why is it verfied to pay billsn but not for customer service chats.  

What concerns me is tha the Customer Service rep who contacted me through your Facebook insisted I download the Remitly app and send her a screenshot.  Why would you ask me to do that?  Remitly is a money transfer service and NOT Koodo.  

Are you able to see our chat?  I have send a portion of it here

We can only activate a breakdown of charges through a generating a unique reference number that will help us to do so

Enter

Koodo Mobile Customer Service

So the system requires you to complete a virtual unreal test verification

Enter

Koodo Mobile Customer Service

Visit your play store or app store and download Remitly app, once downloaded open it and take a screenshot

If I open  a remitly account, give that info to someone who has my personal details - name plhone number which bank I use, last 4 digits of my credit ccard, etc.  and do that through your Facebook page which is not exactly secure, that person can then start transfering money to themselves.   What’s up Koodo?  Why is the only way to contact you for help through customer service if you are out of country and cannot receive phone calls?????  And why are your refusing to assist me unless I give you access to a money transfer account?????

Which facebook account were you communicating with? as well, have you tried to log into this forum with your self-serve account so a rep can have a look into it?

https://www.facebook.com/Koodo

Isn’t that what I am doing now?  Logging in to this chat room.  There doesn’t seem to be any other way to get assistance

"For 2 dys, there was no information on the PDF e-bill. "

- what is your billing date? You can see updated self serve e-bill 3-5days after the billing date.

"Facebook insisted I download the Remitly app and send her a screenshot. "

- I never ever used that app before. I just use their self serve to check my bill. The e-bill has all the detailed information.

Just tap the FB logo on the bottom of this page. Then click " Message" to send PM.

That;s what i did.  I sent a message through FB messenger.  The customer service rep who responded insisted I download Remitly.  This is my concern

I.m not sure why I have to spend hours in a chat room where I’m not even sure who I’m chatting with.  Why can’t some Koodoo employee address my concerns about this Remitly issue?

Could you share screenshots of this conversation that you’ve had on Facebook? Just leave out any personal info if there is any.

Something doesn’t sound right.

It was a long conversation, with Christine, but here is what I was told to do 3 times:  I was told they would talk me through this.  I refused 3 times, but I got the same response each time - that my credit card could not be verified which made me suspicious.   and Christine said  that the code they  would send would be through FB or google.  I didn’t understand that and asked for a different way.  Here are some copies of the chat and some screen shots:

to verify that this number belongs to you. We will ask Facebook or google to send codes and you will write here the codes received

This is what came up on our screen. The system was unable to verify your payment method. You are required to make a virtual unreal test

We will begin by verifying if you ever had any transaction or any business with us. We will verify if you paid with us.. We need to know if you used your platform

Enter

Koodo Mobile Customer Service

Quick security question..To what bank is your payment method linked to? All we need is the bank name

So the system requires you to complete a virtual unreal test verification

Enter

Koodo Mobile Customer Service

Visit your play store or app store and download Remitly app, once downloaded open it and take a screenshot

When you go to https://m.me/koodo does it bring up this conversation that you or a different chat with Koodo?

It does not sound like you are chatting with the correct Koodo page. None of the messages are even slightly consistent with things regular Koodo reps would say.

That address takes me to a page that says this page isn’t working:

www.m.me redirected you too many times.

ERR_TOO_MANY_REDIRECTS

If this is a scammer, then your facebook messenger is compromised and you should do something about that immediately

Weird, it opens up messenger for me and goes to the Koodo chat.

Does it look EXACTLY like this in the top left corner of your messenger chat?

Only says Koodo, has the verified badge, etc?

On the contrary, If you were redirected to another page, your device might be likely compromised. I would recommend you don’t do anything on it and seek help from IT. 
you could easily check the link and Koodo Facebook page by using another phone or laptop, desktop. Koodo Facebook link is at the bottom of this web page. 

​@Flo Koodo can you confirm if this is legit?

Hi there ​@kare0128 

The only page where we offer support is the verified one on Facebook and X.
A Koodo agent will never ask you to make a bank transfer or download a money transfer app,  or authenticate through this method  at all. You can report the page/account directly to Facebook. 

Our payment methods are shown here.  

If you are encountering issues with the Self Serve account, we can recommend clearing the cache and cookies or try incognito mode, or even a different browser or device, if possible. 

We did not receive any reports regarding the links on this page. As  ​@Dinh mentioned, the issue might be related to the device itself. 

We would recommend you to not continue with that conversation.  If any banking information was shared, you can reach out to your Financial Institution. 

If you want us to look over the account, please log out of the community and when you log back in, use the Self Serve option as shown above. 

We also sent you a private message in regards to the situation, feel free to respond whenever you have the time. 

Ok Alan I’m back on a different device.  That www.m.me page opens onto my chat.  

The logo page at the top looks the same as yours, except for the Koodo check mark line.  That line reads:

Koodo Mobile Customer Service  Otherwise it is the same

When  I cleared my cache it opened on a completely different page  

Ok Alan I’m back on a different device.  That www.m.me page opens onto my chat.  

 

The logo page at the top looks the same as yours, except for the Koodo check mark line.  That line reads:

Koodo Mobile Customer Service  Otherwise it is the same

 

When  I cleared my cache it opened on a completely different page  

 

Yea that is not the right one. It should just say Koodo with the verified check mark.

The correct Koodo page has ~454k followers.

https://www.facebook.com/Koodo/