Hello, I wanted to contact Koodo today to understand why my phone bill went up without notice and what my options are for other phone plans.
What should have been a simple process turned into a long, frustrating and EXTREMELY disappointing turn of events with Koodo's website, AI chat bot and live agent.
Here are my complaints as long standing koodo customer.
1. AI agent chat bot on your website is absolute garbage. It always has been.
Whatever higher up people decided to use this chat bot software for your website should be fired. It’s clear that Koodo/Telus only cares about money and could give two **** about their customers and customer service.
2. It’s impossible to find contact number on your website! Again, another example of Koodo not giving a **** about their customers.
After googling it, I found your number and called. The phone script suggests the customer use your AI agent and disconnects call. To be disconnected and redirected to the garbage chat bot is infuriating.
3. It takes 15 minutes with the stupid chat bot but I'm finally able to schedule a call back with a live agent.
The agent must have been wearing a headset because it sounded like they were in a wind tunnel. I could hardly hear him. Everything was muffled and crunchy. As he was quickly (WAY TOO QUICKLY) rattling off my only TWO options for a new phone plan (i know koodo has options available), I asked to be transferred to another agent who I could hear better. I told him twice that I was having trouble hearing him and he must be wearing a headset and that's why its causing all this extra noise. He told me that it was likely my phones issue and not his. I told him no, my phone does not sound like this ever and I asked to be transferred to another agent again. He REFUSED to transfer me, stating repeatedly that it’s not a good enough excuse to transfer my call.
The phone call is recorded so I encourage you to go listen. That is of course if my complaint is even going to make it to anyone's desk that can fix these terrible customer service problems.
I cannot express how much disappointment, rage and frustration I feel after dealing the AI chat bot, your **** website with no contact info, being disconnected over the phone, then forced to deal with the chat bot again, only then deal with the live agent who blamed me for the **** call.
He was a terrible customer service representative, and he didn't help me at all. In fact, he made this process a million times more frustrating. You expect websites and chat bots to be garbage, but I really expected more of a live agent!!
His name is Jose. We spoke on Thursday, July 17, 2026 at 10:30am Yukon standard time.
As a result of this I am going to cancel my plan with Koodo and go with a different provider all together. I am no longer recommending Koodo and I am going share this complaint online.
**edited by moderator to adhere to Koodo Community guidelines https://community.koodomobile.com/new-to-koodo-232907/koodo-community-and-social-media-guidelines-7810045
