anyone on account should be allowed to buy a phone.

  • 5
  • Idea
  • Updated 4 years ago
  • Implemented
My wife went in to buy a phone and her number is under her name. but we have it set up so they both come on one bill. the stores will not let her even buy a phone out right, because i am the primary name i have to be present.

we get one bill

Phone#1- my name
Phone#2- wifes name

if im out of town working why can she not go get a new phone with out me having to take time off???

makes no sense to me and i just cant wrap my head around rules that make no sense.
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Diana Paddock

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Posted 4 years ago

  • 5
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Chris Petersens

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What store were you at? As long as you have given authorization to your wife she can buy a phone.
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Diana Paddock

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She's at one in Edmonton, asked if I. Could call In and authorize and they said no I had to be present. maybe just a bad store rep then.
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Zaphod Beeblebrox

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The problem is that the account is not under the wife's name so her ID would be useless to verify. One would think that if her name is on it, the PIN should be fine. That's how it is over the phone.

We are still able to provide help to anyone who can verify the account. I can understand on a financial level and credit history since, in the past, the wife or husband, partners, brother or sister, etc, have fraudulently done things on an account not in their name. Buying a high end phone and changing the plan then using the phone for much more than the plan allows...then they disappear. the account holder is stuck with the charges which I'm sure can be adjusted after investigation or something.

More or less, it is a security risk. I'm sure something can be done to allow this. I'll +1 it.
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Ness

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store reps cannot not verify the pin we don't know it. If the subscriber name is your wife's and she is also an authorized user (call center term) or account administrator (kiosk term) then she should have no problem upgrading her line. Although when I worked at the call center I did see this problem before where some store reps don't know that they are allowed to do this.
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Ness

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an account admin can only make upgrades to their own line. can not add new lines to the account or cancel any line.
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Myke

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Uh, Vanessa, Account Owners CAN add new lines to an account or cancel any line....
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Ness

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Accounts owners yes not account administrators or (authorized users) lol of course the owner of the account can do as they wish.
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Jonathan I, Mobile Master

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I would probably give the account holder a call and get authorization over the phone but that's it. I don't want to lose sales because of something like that.
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Ness

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That would not be legal. He could dispute that transaction as you can cannot know for sure that it is her husband talking to you.
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Zaphod Beeblebrox

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There would be ways to verify the account holder is on the line. So, no, it would not be illegal.
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Ness

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yes it is because a store rep cannot see the pin on the account. sure he could ask the address but anyone could get that info and we don't see the lic or sin numbers either on the account . Also the service terms would still have his name on it that she would sign. if she is a subscriber and auth user on the account the service terms would print out with her name on it. The only legal way to verify at a store is to have photo ID which is why she has to be on the account and be and authorized user
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Mark Kokolsky

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My understanding of it is that technically the only one who can sign the agreement is the account holder. An authorized user can make changes to plan and stuff but isn't allowed to sign a new agreement. And if you think of it it makes sense, if someone else signed an agreement and you disputed it, the company would have to throw it out. And on the flip side, say you were having relationship problems, and the spouse decided to come in and add 3 lines to your account. Would you really want them to be able to do that? So its both for the customers protection as well as Koodo's.
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Moonmack

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If my wife and I are having an argument she could do a lot more damage than adding three lines to my account (or vice versa). I'd be fine having my wife authorized to make changes on my account but I wouldn't want just anyone under the account able to make changes - i.e. kids. Maybe there could be an authorized-to-make-changes list that would have the primary account holder on it by default?
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Ivan, Mobile Master

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I'm for an authorized user having the exact same privileges as the account holder save for line cancellation, limited to their line.

It's up to us whether or not we trust the other person with this power. Remember, we have to authorize them first.
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Ness

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@myke that's not correct even when I worked in the call center auth users have always been able to upgrade their own line.
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Myke

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No, they haven't. I have ALWAYS been marked down on quality for that. It has always been required for the Account Owner to be there.
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Zaphod Beeblebrox

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Vanessa, that is not correct. The only person that is able to make equipment changes is the account holder. The credit information is attached to their name and no one else's. It states this in the Koodo Help files which are universal among stores and call centres
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Ness

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Tyler I used to work for Ateam for 3 years and I now work at a kiosk for over a year. First koodo help is not the same in the call center as the kiosk and as Ateam I used to make many calls to the kiosks to ensure that they were able to upgrade the phone as an auth user. we also do it now not only at my kiosk but at all the kiosks in our area. I assure you as long as they are a subscriber on the account and an auth user it is legal. The service terms then prints out with the authorized users name so they can legally sign it.
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Ness

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I should however point out that this can only be done at a kiosk as stores like walmart and future shop do not have access to see an auth user on the account. unless that has changed in the last year but I doubt it.
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Moto G

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Maybe they can institute a specific, "Joint Account" and issue separate pin #'s. So Koodo can keep track of "who did what and when" should a dispute ever arise.
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jessempaddock

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hi just doing a follow up to this issue (im the original poster just signed in on a different pc)

just to clarify she wasnt changing anything on account or even taking out a new tab. she was there with $350 in hand to perchase a new phone and put her sim card in cause her phone was wrecked. and her name is on the account.

after reading the replies we decided to try a different koodo dealer and they sold us the phone no questions asked.

the first koodo place also told her she has to use a tab to buy a phone and not allowed to buy for full price, so im assuming they just had no idea at that store

thanks for all the replies!!
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Myke

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Only the account owner can do a phone purchase at the store. This is even stated in our help files.

Any store rep who sells a phone to a non-Account owner is actually in the wrong.
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Chris Petersens

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Yeap, we will continue to differ on this Myke. :-) I did go to a koodo store this weekend and once again they told me that it is indeed possible. All you have to do is pull up the "Role Management" site in their system and assign someone as an Account Administrator. For the first time the original owner would have to be there to verify the request. However once that's done, and I wrote this down here is what one can do.

Account Administrator:
*Can view and make change to all the units on the account.
*Is automatically assigned to the Payment Responsible.
*Must be of the age of majority.

The first point is the one to pay attention as states that an Account Admin can make changes and according to them this applies to upgrades and they do it often. I'm gonna end it here as beyond what I just told you and asking you to visit a store to experience it yourself there is little left. :-)
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Myke

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Role Management is for SELF SERVE ONLY. It has nothing to do with allowing a non-Account owner to do phone purchases.

Account Administrator = Account Owner.
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Ness

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Myke again chis is exactly right. although the authorization as far as I have been told is suppose to be done by the account owner calling the call center I think mostly because although we can change them to an account admin or (auth user) we cannot change the subscriber name which must be changed before we can make them an account admin.
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Ness

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oh wait sry not exactly right, the account administrator can only make changes to their line and they are never payment responsible that is still only the account hold as the account holder is the only one to do a credit check. we could not make an account admin payment responsible as we don't have their credit info. but yes they do have to be age of majority.

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