Hi everyone,
I'm hoping someone from Koodo or the community can help because I've completely run out of options.
I'm currently in the UK, and while I'm away, a relative has been paying my Koodo bill for me. I also have pre-authorized payments set up on my account, but for some reason they never process automatically.
Whenever I try to make a manual payment, I receive the following error message:
ss_otp_40023_tokenizationfailure_step2
I've seen this exact error every time I've tried to pay over the last three billing cycles. I've attempted to make the payment dozens of times, using different devices and browsers, but nothing works.
Because this issue has gone on for so long, I was even charged additional fees on my monthly bill through no fault of my own, as Koodo's payment system simply won't accept my payment.
I've also tried contacting support through the Koodo Assist chatbot, but it won't let me connect with a representative, so I've been left with no way to resolve the issue or even pay my bill.
At this point, I've exhausted every avenue I can think of. I want to pay my bill, but Koodo's systems are preventing me from doing so.
Has anyone experienced this error before or found a solution? If a Koodo moderator sees this, I'd really appreciate it if someone could look into my account or advise me on how to get this resolved.
Finally, I have to ask: why is the support system so complicated? In the UK, most mobile providers have a dedicated customer service phone number that you can call when something goes wrong. It feels incredibly frustrating that there doesn't seem to be a straightforward way to speak to someone when there's a billing or payment issue.
Any help would be greatly appreciated. Thank you.
