After nearly 2 hours on the phone with customer service (who tried to help me, but didn’t have the ability to provide me with answers for what I needed), I am here to remind Koodo that customers appreciate being notified of changes in service fees. Instead of merely burying the information at the bottom of bills under the 911 fine print where no one will read it, please be more proactive to inform us of changes so we can have civil discussions and time to absorb necessary changes. This past month my bill increased by 23%. I received no text message or email that the change was coming. Instead, both customer service representatives I spoke with pointed out the fine print at the bottom of last month’s bill that gave no explanation as to why the increase was necessary. They were not able to find a reasonable alternative for me regarding the rate change. After a decade of being a loyal Koodo customer, the best they could offer me was a 1GB plan or to force me to begin using auto pay. I am not happy with the way that every time a rate change comes, it is not announced but only tucked into a bill with little recourse. I suggest that Koodo begins texting or emailing when plans are going to change. Loyal customers like myself are looking elsewhere for cell phone service since we are not valued.
Novel idea: notify your customers of changes by text or email.
+4Which plan are you on previously and how much did they increase? In some cases, you can find actually a cheaper plan in self-service plan change.
It was a Koodo practice for a while. I thought they changed the notification in self-service to inform you about the price increases when you log in. Have you received anything like that?
They increased my bill by 23%. Customer service couldn’t find me a solution. They made 2 offers: change to auto pay or take away 2/3 of my monthly data. I would have taken the first offer if they didn’t require auto pay. And the second option would have been doable if they had given me international talk AND text. Neither option is customer focused for someone who has paid every bill on time for over a decade. I loose in every scenario. I’m actively looking for a company who actually cares about communicating with their loyal customers. I might not find it, but I’m done with Koodo’s shenanigans. I just want good service at a good price and proper communication when changes need to be made.
+4They increased my bill by 23%. Customer service couldn’t find me a solution. They made 2 offers: change to auto pay or take away 2/3 of my monthly data. I would have taken the first offer if they didn’t require auto pay. And the second option would have been doable if they had given me international talk AND text. Neither option is customer focused for someone who has paid every bill on time for over a decade. I loose in every scenario. I’m actively looking for a company who actually cares about communicating with their loyal customers. I might not find it, but I’m done with Koodo’s shenanigans. I just want good service at a good price and proper communication when changes need to be made.
What was the actual dollar amount of the increase? A 22% jump on a $20 plan is very different from 22% on a $60 plan. Also, did that plan include any monthly credits? The pre‑authorized payment requirement and the international SMS charge are part of Koodo’s current plan structure unfortunately.
For better or for worse, Koodo is not required to give a reason for why they’re increasing prices. The answer is to have more money. It’s really that simple. These days, the best deals are given to new activations.
You said you were offered at best, a 1GB plan, and that later on you were offered to lose 2/3rds of your data. Sounds like you have a 3GB plan, so you were probably given a $5 rate plan increase or something similar? Carriers in general try to get plans in the $20-30 range increased nowadays as that’s a lot below their average revenue per user (ARPU). It kinda just is what it is. If you only care for 1-3GB of data, I’d look at prepaid optoons.
While I do not agree with the way Koodo uses to notify customers of a rate increase, you will need to continually check your bills to keep track of any upcoming changes. I believe Koodo is aware of this issue and has been making improvements to the Self-Serve account, which may include this feature in the future.
The Koodo Expert Messaging feature is a relatively new system to streamline the process of getting back to customers in a timely manner. You will be notified by email or text message once a rep responds back to you. https://www.koodomobile.com/en/help/koodo-expert-messaging-faqs
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