Name Change Process needs Clarity for Reps

What did you end up having to do? As I understand it, you should go to a koodo store with ID that shows your name you want changed to?

It was a huge back and forth. I wish it had been that easy. I don't think it was the way it was supposed to go, hence why I think the process needs clarification for the employees, but I went in person to my closest Telus/Koodo location and tried to do it there.

Had my old ID, new ID, and name change certificate but the lady there told me it was "impossible" for her to do it and wouldn't even look at my documents or anything. She seems very confused and didn't understand why I was there. 

I then was told by her that only the phone reps can do it after I questioned her more, so I scheduled a call back for that night. First rep said he couldn't do anything and transferred me after I insisted that I already tried in person and they couldn't help me.

Spoke to the wonderful rep I was transferred to who did what they could and added notes to my file about the situation but told me I needed to go to the corporate store to show my identity documents to verify my identity and to finalize the change. 

He gave me an address to a location I could go, so the next day I went and spoke to another employee. He told me he couldn't do it either and the only option he had was to close my account and make a new one with a fee.

Otherwise I needed to talk to the phone reps. I told him I did that already and they sent me to him. So he ended up looking at my documents that I brought to verify them and added a note to my account that he verified them in person.

Then he made me a new call back appointment which I did today. I went through the whole story with the rep. I had to stress that an employee already saw my documents and said not to send me back to the store in order for him to complete the change for me.

I haven't seen the update yet but he said it would be on my next bill so I'll see. It just feels very clear to me that the written process isn't clear for employees or they just don't get provided the information.

Wow that is messed up!

It was certainly an ordeal. I don't think it would have happened like this if there was appropriate training and a consistent process. 

As is I'm unsure if my account is even updated correctly at this point. Currently I have a bill that has both my old name and my new name. 

So after 22 days my name is still not correct in my Self Serve. I have to see my old name when I sign in and I'm frustrated all over again.

Koodo really needs to do something about this process. I don't understand why it's so broken.