2 hr 18 min on hold so far

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What is going on at Koodo? I have been a very long time customer and I tell people how good Koodo is, but it is not what it was. I tried for 2 days to put through a change in plan and the system was down. Then I tried to contact Koodo yesterday and after an hour on hold I had to go so hung up. Today I have been on hold for 2 hrs 21 minutes so far. At 1 hr, 35 min a Kristine I think answered and I told her I had a few questions. The first was why do I still have a tab balance when I am on month 25. She asked if I was a monthly customer. I said yes, and she said she would transfer me to that department. Now it's been another hour so far... What gives???!!!???
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Lisa D.

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Posted 1 year ago

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Lisa D.

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I got answered at 2 hr 45 min. Ivan was great once I got through.  This really is a concern with the long wait times though, but you are all very courteous - I must admit!
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Bernard, Official Rep

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Lisa - if I may suggest for the future - if you ever have a question come here.....the vast majority of the inquiries from customers are the same and the answer is likely have been given out here. If not, as you can see someone will quickly come in and help out.  I would avoid calling in as much as you can, our focus is on providing other methods of help (like this one here) or tools very much in line with what we are about and that is, a self serve brand predominantly, although I think you are well aware of that since you were one of our very first customers from years ago.
I choose to leave my phone number and name for callback. This way I don't have to wait and when they say they will call you back in xx minutes, it is pretty precise. Much better than waiting online.