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Over 2 hours on hold to reset a password??


I am beyond irritated at the moment. Been on hold now for over an hour and a half and still no one to talk to about resetting a password. All I need is the password reset to log into self serve prepaid. I try to reset the password using "forgot password" link and when I put in my email to get verification, I get a "ForgotPassword/OldPasswordNotRecognisedContactAdmin" and now I can't get a hold of anyone.....this is really starting to make me very upset. There is no excuse for hold times over 2 hours...very poor customer service and quality. I worked in a call center for a very long time over the holidays for an huge US company and we never, ever had anything like this happen...

7 replies

Userlevel 7
Badge +4
Best thing I can tell you besides the very minute customer support opens is to send a private message to Koodo via Facebook Messenger or DM via Twitter. It'll take a day or two to get I response I believe but you're not waiting trying to get through and potentially disconnected either.
Goran wrote:

Best thing I can tell you besides the very minute customer support opens is to send a private me...

well from what I was reading, it can take longer than 10 days to get a response via facebook so I think I will pass on that option.....I cannot get my daughters new phone activated without being able to log in to switch sim cards.....cannot start a new account online because it already says that phone number is added with another email.....so I have no choice but to speak to someone and cannot wait for a call back, I do work for a living and cannot just sit around waiting to hear back from someone.
Userlevel 7
Badge +4
Goran wrote:

Best thing I can tell you besides the very minute customer support opens is to send a private me...

It's typically not that long. Many people have been happier with the online response.
might want to try not forgetting your password.
IronHoff wrote:

might want to try not forgetting your password.

Not that simple especially when you don't log in often as there is little need to do so

IronHoff wrote:

might want to try not forgetting your password.

well for one, you don't need to be a jerk about it....and I didn't forget the password.....it kept telling me it is wrong, locked me out and won't let me reset it....
Userlevel 7
Badge +4
IronHoff wrote:

might want to try not forgetting your password.

Did you have an account with Public Mobile at some point? The error you describe would be consistent with that. You can indeed only solve it by contacting Koodo. In the meantime, almost everything you need to do (top up ,etc) can be done by dialing 611 on your prepaid phone. Hope you get a speedy reply!

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