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on hold for NINETY MINUTES AND COUNTING


I called the Koodo help centre over an hour-and-a-half ago, and I'm STILL on hold.

I'm trying to resolve a bill that I'm unable to pay online or through Self Serve. I have $30 in mystery charges this past month, and I only now just noticed the surcharge because I'm set up for PAC and just checked my credit card statement. Koodo is supposed to have cheap phone plans and I'm outraged to have to pay $100 for service!!

What's worse, is that I've always loved Koodo for their customer service, but I'm really losing faith in this phone company for keeping me on hold for going on TWO HOURS. My battery is going to die, and I've heard the same loop of songs at least 4 times now. 

22 replies

Userlevel 7
Badge +4
Hello Erica.

Haven't you been prompted with the call back option?

Also, did you know all the extra charges can be seen at p.3 of your bill? If you know that already and you want to dispute them, then I believe that you'll have no other way then wait until someone is available to speak with you.
Userlevel 7
Badge +4
You can contact Koodo through Facebook or Twitter dm if you would rather. If you look at page 3 of your e-bill (like Robert mentioned above) you will see everything you were charged for. If you have any questions about the charges we can try to help explain them to you.
No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It's now been two hours that I've been on hold. 
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Login to self serve, click view bill, then download your e-bill and look at page 3.
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Thanks, Allan. 
I'm looking at the charges now and all of the fees relate to overages on data. Koodo used to send me texts to say if I was approaching my limit, and as well as whenever I'd enter the US - prompting me to buy add-on packages. 
I never received any messages, and as well, I primarily use my phone whenever I'm connected to wifi.
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

If you have a Shock-Free Data plan with the alerts turned on then you should receive a notification when your data has run out (and then one at $100 if you are using data internationally).
Login to Self Serve, Click View Usage, Under Data click Change Data Alerts.
Is the box checked off? If so then keep on hold with Koodo or message them via one of the alternatives mentioned above.

Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Thanks. 
A Koodo rep finally answered my call and resolved the issue. 
There was a glitch in the system and the data alerts had been turned off. 
I've been advised to purchase a US SIM card as Koodo's international roaming charges are too expensive compared to simply having service with another provider. 
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

2 hours on hold is crazy.  Does this mean there are a lot of glitches in the system at present that customers are needing to be fixed?  
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Hello Lisa,

No, it doesn't mean that. It means that sometimes when too many people call in the same time, there's not enough people to answer the calls.
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Reaching out via Facebook and Twitter messages is often the fastest way to get issues resolved.

I used to prefer calling in as well, but have since switched to messaging options. Takes less of my time/effort overall.
Userlevel 6
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

@Ivan: seems like a great way to get customer service, but doesn't this require having active accounts on said social media platforms?
Koodo should offer customer service via WhatsApp!
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

But wouldn't that require you downloading and making an account on WhatsApp? Unfortunately theres no way to cover every platform. 😞
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

It certainly does require it, but registering for Twitter is very minimal effort and they don't data mine the way Facebook does. If you're willing to register an account here, I see little issue in registering a Twitter or Facebook one if you're missing it strictly for the purposes of support. Unless say the self-serve app received a support chat function, I'm not sure what would be better options?
Userlevel 6
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

W00t, posted a new idea thread with WhatsApp customer support: https://community.koodomobile.com/koodo/topics/customer-service-through-whatsapp?rfm=1&topic_sub...
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

You can have a FB messenger account without having a FB profile. I have some friends who only have messenger.
Userlevel 6
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

@Allan: registration with WhatsApp is only user name plus phone number with SMS or calling validation. No email, date of birth, mother's maiden name, hair colour, credit card number, or any of those shenanigans. WhatsApp also supports multimedia sharing, doesn't require making a profile with hobbies and interests, and isn't limited to 160 characters.
Userlevel 6
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

@Robert: but how would that work? Would it be by email validation only?
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

I don't know how would that work, but some friend disabled their FB profile while keeping their messenger account active @ www.messenger.com
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Making an account is simple and free. Even if not on social media, I recommend keeping an account open for customer service issues. You never have to share anything nor log in except when you need assistance.
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

Making an account is simple and free. Even if not on social media, I recommend keeping an account open for customer service issues. You never have to share anything nor log in except when you need assistance.
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

@titanium Twitter is just name, email and password. Very minimal effort and you can make a fake email or use a spam email like some people have.
Userlevel 7
Badge +4
Erica wrote:

No, I was never prompted. 
And I have paperless billing, and can't see the charges. 
It...

@titanium Twitter is just name, email and password. Very minimal effort and you can make a fake email or use a spam email like some people have.

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