Better CSR's, Better Service

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  • Updated 5 years ago
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I called in last week and stopped the preauthorized payment coming out of my bank account to pay my koodo bill. The csr assured me the next payment would not come out of my account. I think you can guess what I'm about to say. The payment came out and I didn't have my rent money. They didn't apologize, they couldn't fix it. This happens to me pretty frequently that i get a csr who doesn't know what they're talking about. It's a problem. It's not a KOODO problem specifically, it's a problem with all the providers i've been with. I feel there needs to be a higher standard with regard to training and hiring CSRs.
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Jacquie

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  • pissed off

Posted 5 years ago

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Mark Kokolsky

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Depending on how soon to the payment date you did it that may be the cause. Sometimes the payment request can go through a couple days to a week before the payment actually comes out. So if its already been sent then the only way to stop it would be issuing a stop payment on your side.

I don't know if that's what happened but its a possibility.
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Sophia, Mobile Master

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I'm sorry to hear that, Jacqueline! Especially the fact someone was rude to you about that. What I think might have happened, as Mark said, is that the withdrawal of your pre-authorized payment reached the bank just too late to prevent this payment from happening... or worse, something might have gone wrong.

Did you verify with your bank that it is all sorted for next time? Again, sorry to hear that! You might want to report the rude rep (privately) :) to Koodo so they can learn from your experience...
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Jacquie

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I understand that what happened was that the change didn't go through fast enough or possibly it wasn't even processed. My beef is that the first csr should have told me that there was a chance that that payment would come out; they should have known there would be a processing time.
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Sophia, Mobile Master

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Shame it went that way, Jacqueline. In this modern "instant" computer age you'd sure expect matters to go a bit more quickly than that anyway!
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Jacquie

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Yeah, there's that too.
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MykeC

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Hey Jacqueline, do you remember what day you had called in and made the request? If it was done on or the day before the bill due date, then the pre-authorized payment may still end up coming out because of the nature of pre-authorized payments.

That being said, it's sounds like the agent was referring to your next payment after this one(that is the context that I understood it from your post), so I can understand the confusion.

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Jacquie

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No, I specifically asked her if the payment coming out on the thirtieth of May would be coming out and she said no. It was pretty close to the thirtieth but it wasn't the day before.
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MykeC

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Well the only suggestion I can provide you is to send us an email using this secure link (http://koo.do/11eMLdy) with a description of the issue and we can take a look to see what happened.

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Jacquie

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There's no point. I don't know any of the people's names that i dealt with. I've put about all the time and energy into this that i have at the moment.
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Jorden, Mobile Master

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Actually Jacqueline the reps name would be on your account as he would have noted the changes. At the very least he could be followed up with.

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