Ok I have a MAJOR issue with Koodo (Telus) regarding privacy issues now. I have filed a complaint under the Office of the Privacy Commissioner but wanted to vent here as well. Any other clients with similar issues or feedback is appreciated.
Activated 2 lines under Koodo with brand new iPhones. Understand our family has multiple phone lines under Telus, Koodo, and Public so we have long term relationship and am moderately knowledgeable on cellular industry.
After activation called into Koodo self serve since store advised they could not change certain information at store level. Self serve rep took look at account, and advised they could see issue so quickly resolved it (at most 15-20 minutes).
After resolved, left store, and in 17 minutes later both phones received a text regarding "suspicious activity" and "fraud". Both lines cancelled and an email was sent claiming "we are sorry to see you go".
As they cancelled the phones after 9PM both the store and call centre were closed so needed to wait until morning. In anger I posted another thread here & filed a CCTS complaint (as they had 2 breaches in Wireless Code as per my understanding).
In the morning I called the call centre and also went back to the store and here is where it gets good (in an absurd kind of way)
I confronted them on the fraud claims (only 1 phone call made from cell phone to Koodo customer service and only 1 txt made to daughter advising her of new number) so what kind of fraud can they possibly see?
Koodo response is that the primary user of the account has no ties to the community (well beside the fact he owns a house, car, and has all his family, wife, kids & grandkids here) and that they flag account because he could leave the country and not pay his phone bill. Seriously they think he will abandon his family just so he can get a free iPhone???
Even worse the solution is this:
They say someone at Telus (someone who apparently works for fraud team and is not allowed to answer phone or speak to clients) is requesting information
We must scan ALL his documents (asking for passport, driver license, sin number ect) be scanned front and back and sent to them to keep on file
1- Does anyone at Koodo know how to spell PIPEDA much less understand its ramifications? How can anyone not think this is a serious privacy breach?
2- Are they for real about how people will "flee the country" with an iPhone? Talk about racist.
Of course no response from Koodo on facebook page or in other thread I started and overall this is justr plain crazy