There should only be ONE Koodo Assist! The first question or filter should then be Prepaid vs Postpaid.
As a new customer, I had NO IDEA that there were TWO Koodo Assists. Who came up with that brainchild?
If you try to use the postpaid Koodo Assist but are a prepaid customer, it guides you to log in to initiate a callback BUT once logged in, NOTHING! And there is NO CLUE that you have done something wrong!
And when calling the Prepaid tel # it tells you to use Koodo Assist to get a callback but does NOT tell you there are 2 different ones, nor how to find it.
For a newbie this is TERRIBLE because there is NOTHING to inform you that there is a DIFFERENT KOODO ASSIST to use for Prepaid vs Postpaid, so I went around in circles, without the ability to reach Koodo Customer Service (and no I could not use 611). I had to call TELUS and ask them to direct me to Koodo (which turned out to be POSTPAID). They then had to route me to PREPAID. THAT took a whole HOUR!
Solution:
- merge Prepaid & Postpaid Koodo Assist... and the first prompt should be to choose Prepaid vs Postpaid - problem solved
- IF NOT, the messages EVERYWHERE should make clear there are two and how to access the appropriate one.