Cancel contract and return phone

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  • Updated 2 years ago
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I signed up with Koodo and received the phone on January 6th. However, I'd like to cancel the service/contract. I've used less than 30 minutes of talk time. However, as I bought the plan and phone online, Customer Service said they can't help me and asked me to contact Koodo Webstore. I have called Koodo Webstore and emailed them but not received a reply. Can someone advise on the how I can cancel and return the phone? There was no return instructions when I received the phone. Thanks.
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Lei

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Posted 2 years ago

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Robert, Mobile Master

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Hello Lei. 

That's the only way. I'm sure someone on the community will redirect your message to the web store team!
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Mayumi, Mobile Master

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You should email them at webstore@koodomobile.com
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Dennis, Mobile Master

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When did you call and email them?  Did you leave them a voicemail?
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Ranjan, Official Rep

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Hi Lei - step #1 as the folks mentioned above is to contact the web store and let them know. They'll then begin processing the order by sending you a return mailer so you can send the phone back. Once received, they'll process the return and cancel your account. I'll also flag this with my contact so that they're aware.

Let us know if you have any other questions in the meantime. 
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Lei

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Thanks Everyone. I've emailed them and also left a message earlier today. So far, no response. The last time I emailed the Webstore, it was 4 days before I received an email response. They never called me back at all. 

Ranjan, is the return free of charge i.e. postage will be covered by Koodo?

Lei
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Lei

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Hi Folks, I've checked my current (non Koodo) cell phone and didn't receive a call at all from Koodowebstore if indeed they did call.  My current number is the one I requested a call back from Koodo as I didn't want to use minutes on the Koodo phone so to avoid further charges. I agree with Dennis that it would make a big difference to the customer to know when Koodowebstore returned calls if they left a message. In my case, I didn't receive either, unless they called the Koodo cell phone.
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Ranjan, Official Rep

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Will relay that to the team Lei.
Are you able to disable 'find my phone' as per the instructions about? We'll need that completed before processing the return.
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Lei

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Thanks Ranjan. I had already turned the phone off and have disabled the 'find my phone', erased all the contents and reset to original settings.
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Ranjan, Official Rep

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Perfect. I'll let the team know that this is done and they're good to proceed. Thanks for confirming.
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Lei

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Hi Ranjan, 
I just received my credit card bill and I was charged $11.20 on January 2nd 2017 by Koodowebstore. As I'm cancelling the phone and contract, please reverse this charge.

Thanks,
Lei

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