$25 Talk Booster Purchase Problem Via Online Self-Serve

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Ran into a little problem trying to add the $25 talk booster via my online account. Here is my story:

On the $15 base plan with CC auto-top that works fine. I also have the $25 talk and 1GB boosters. I had about 50 minutes left and I wanted to add another 500 minutes since my calls tend to go long and I don't want to get stuck with 0 balance in the field.

So I go to the boosters section and try to select the $25 booster but it's always greyed out. I can only pick the other boosters, which I don't want.

So I go and add $25 to my prepaid account using the registered credit card - worked flawlessly! $25 was now my balance.

Next I go back to boosters page thinking I can add the $25 one now, but NO! Uggh.

So I call up *611 and navigated the options to add a booster and was able to pick and add it. Went back to online account and minutes correctly added and $25 deducted.

So my question this - why can't I just add the $25 booster from the website? What's the point of having the online site if I still have to call up using my phone? There must be something wrong with the site which doesn't allow me to add the $25.

Am I missing something here??

Frustrated.
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Chris

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Posted 5 years ago

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Sophia, Mobile Master

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Ack Chris, you're getting all the quirks it seems! I have added quite a few boosters, both talk and data, and so far haven't had to call in for any reason :(
So, self service works fine, I'm starting to think there might be a bug in your account... :(
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Chris

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No Sophia...you're the only one with a "perfect" account!! ;-)

On a serious note, could somebody please look at this??

All booster choices are valid on the site except the $25 talk. I'm wondering if site code has an issue adding another $25 booster when one is still in use? Hmmm
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Sophia, Mobile Master

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Haha I would flag your problem but to be absolutely, totally and thoroughly honest, I haven't heard anybody else with the problem. I ALWAYS add boosters when the previous one is still on the go, I even got a bargain once and added a voice & data booster while I still hadn't used the one I put in before that!

However I know Koodo reads all posts so I'm sure you'll get an official answer anyway :D
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Yannick

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Hi Chris, you'll have to contact us over the phone as we can't access your account from here. We can be reached at *611 from your cell or 1-866-995-6636 from another phone, #5. Thank you!

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DeepBlue

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I totally have the same exact problem every single month, I go to my prepaid online on the website and it lets me do everything else just fine, top up my account, make payments, everything. Except when I try to add boosters--it's more economical and smarter to add the $25 booster but it's always greyed out. I can only pick the other boosters, which I don't want.
I then must call in every single month, and every single month I tell customer rep on the phone about this problem, and every month it's NEVER fixed.
go figure.
actually wasting time and money for koodo -- for me to have to take up the employee's time instead of doing what is probably a simple fix on the website!
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DeepBlue

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ah... just tried yet again and it seems instead of the arrow key (which works normally for the other boosters and is what you are supposed to click on) , you must select the "add more" button instead-- then it works. (again -- obviously a simple website fix that the webmaster needs to take care of...)
please do it already!
M
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Chris

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@Deepblue - Glad I'm not the only one miffed here! ;-) Thanks for pointing that out. The "add more" button looks to do the job. It's definitely not obvious.

Koodo should at least add some instructions on the page that tells the user to use the "add more" button if one is looking to buy more of the same booster that is currently in use.

@Sophia - see, you're the only one with a "perfect account"! ;-)
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Sophia, Mobile Master

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^.^ Lucky me
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DeepBlue

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LoL... Here we are, 3 years later, and there are STILL issues with the prepaid koodo website and boosters!   Recently it has happened to me TWICE now -- instead of it being difficult to add the $25 booster, now it adds itself on to your list of boosters when you are trying to purchase i.e. a less expensive one.  You have to be very careful to remove it, otherwise it will magically add itself to your fees.... even in the background it seems.  
I added the $10 talk booster, suddenly the $25 "appeared" and I had to delete it.  I was only given confirmation of ONE booster purchase of $10, but then Koodo charged my credit card for $10 plus $25!  When I noticed this, I called Koodo and was told most certainly the refund would be processed QUOTE "within 48 hours."  Now 48 hours later when I call back, I am told "oh that is not true, but no, you were not misinformed-- it just takes 48 hours for us to get the refund to the bank / credit card, but that doesn't mean it's posted on your account right away.  So it will be 5 to 7 days before you see your refund back on your card."  OK.  Thanks for nothing -- Koodo's mistake but they can't refund me for a whole week?  
Why don't you tell people the COMPLETE answer, the whole truth when they first call you?  :-/  
I have been mostly happy with Koodo for several years, but they need to actually FIX the problems with boosters on their website.  Obviously it's not really fixed yet.  
And secondly, we understand discrepancies between what store employees and customer service centre employees might tell a customer.  But when we call in to the customer service centre, could you at least have your customer service people on the same page?  I would assume they are actually in the same training program / same office?  LoL (!) 

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