Cancellation Fee for a Phone and Contract I never got???

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  • Updated 3 years ago
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I am curious to know how on Earth I could owe you 300+ dollars for a phone I did not get from you and a contract I never signed up for. Apparently, my phone calls with your company did not work, as I just received another notice in the mail. So maybe social media will make you take note and stop bugging me. It's true that I considered signing up with your phone company. I was actually so close that i had my service plan and my phone picked out. I even cancelled my phone plan with virgin mobile. But, after the Wow Kiosk in Market Mall, Calgary, AB, tried to activate my account, my monthly billing plan was declined, and therefore I was going to have to go on a pay-as-you-go plan and purchase my new iPhone with no discounts. This was frustrating, especially since I had to go back to Virgin and pay to have my account reactivated. But what is even more frustrating is that I was later sent a bill telling me that I owed you money! HOW RIDICULOUS! So, after multiple phone calls with your company and being put on hold over and over again, I was finally put through to someone helpful, and they told me it was all taken care of. I guess not, as I just received another bill from you for 300 and some dollars. Again, this is ridiculous. I WILL NOT PAY YOU FOR A CANCELLATION FEE OF 300 DOLLARS FOR A PHONE I NEVER HAD, A CONTRACT I NEVER SIGNED, AND A SERVICE I NEVER USED!
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Frazer Huard

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Posted 3 years ago

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RudyW

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Did you go back to the Wow Kiosk and talk to them? Aren't they the ones who messed up things?
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Frazer Huard

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They are a third party completely extraneous to the billing process. While they were the source of my initial stress, and indeed, they started this whole spiraling crap show, but it is out of their hands. I have spoken to Koodo multiple times on the phone - this is their problem to deal with. If they want to take it up with the Wow kiosk, they can - I'v spent enough of my time trying to fix something that should not be a problem in the first place.
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Ahmad

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Actually, you should have contact the Wow kiosk in the first place. Your opinion of how things work or should work doesn't matter in this case. You made this way more difficult than it should have been. And obviously there was a huge miscommunication between you and the Wow kiosk rep because you wouldn't be receiving a bill if you weren't approved. So either you aren't telling the full story or something is up. None of this is Koodo's fault and you won't go far with an attitude like yours. When Koodo reaches out, you should be courteous. Good luck fixing your problem though
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RudyW

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I'm not sure if we can jump to any conclusions Ahmad. Frazer does have a point in terms how much time he spent on the whole thing. Koodo should have fixed for him for sure. In his other post he said he talked to a helpful rep who seemingly also dropped the ball making promises etc.
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Ahmad

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Im not jumping to conclusions, Rudy. Because he would not be receiving a bill if it didnt go through. Simple as that.

If he went to he Wow kiosk, the wow kiosk could have handled it much easier for him by calling Koodo for him through their dealer line and fixing the issue.

Im not talking about front line reps when Im talking about Koodo reaching out.
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Frazer Huard

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And yes, you did jump to conclusions. You assumed I am not telling you the full story - in other words, you've assumed I've lied. You assumed it is my fault. And you assumed I should know that calling Koodo mobile is a waste of my time, since apparently you employ front line reps who can't do anything about it.

Additionally, Koodo never reaches out to me. I had to do all of the reaching. How dare you tell me to be more courteous. This is the worst customer service I have ever had, and I used to be with Telus years ago.
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Yannick

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Hi Frazer, we want to have a look into this and find out what happened. Since we can't access your account from here, the best will be to end us an email using this link: http://koo.do/11eMLdy. It will be very important to select the category "Social Media" so we can find your email easily. We'll get back to you! Thank you!

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Frazer Huard

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Thank you for your help, Yannick. I will try this out and hope that it resolves the issue.
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Frazer Huard

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I do not appreciate being told that I have a bad attitude. I did not have a bad attitude when I first tried to deal with this months ago. I find it very frustrating and stressful to get a bill like this because I know, in the back of my head, that this could all go awry and I'll somehow be forced to pay this ridiculous bill.

I've done my due diligence taking care of this. Rather than blaming me and glibly writing me off as having a bad attitude, maybe a solution or actual offer of help would be more beneficial. I really did not think this is the sort of response is be getting out of your company. I did not swear at you, kept my post neat and tried to explain it you as best I can. Do I need to talk to the better business bureau or contact a lawyer to actually get this dealt with?

I really feel like I am being abused here. It isn't fair that I should have to take up so much of my own time with this. I'm telling you right now that I gave you the full story above. Is there a number I can call at Koodo where I can speak to someone who can help me through this? Clearly, you are not it.
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Yannick

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Hey Frazer, we understand your frustration and where you're coming from. Please contact us using the link provided previously and we'll get back to you! On a side note, here is a link explaining who are Mobile Masters and what they do http://koo.do/1HY79Hq :) Thank you very much!
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Frazer Huard

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Hello Yannick,
I have sent your team the message as your requested. I sincerely hope this takes care of it. I have spent so much of my own time fixing Koodo's error, it is unbelievable.
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Frazer Huard

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Hello Yannick,
I have sent your team the message as your requested. I sincerely hope this takes care of it. I have spent so much of my own time fixing Koodo's error, it is unbelievable.

I also read through that mobile masters link you sent me and while it seems like a good idea for Koodo to do something like that (community and social media involvement are very important nowadays) but I think Koodo needs to vet their masters a bit better - Ahmad was very rude to me, and regardless of him not being an "official" representative, he still represents your company symbolically, and he left a very bad taste in my mouth.
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Cameron Jones

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why don't you try calling Koodo instead? It'll probably be faster
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Frazer Huard

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That's what I dd the first time. I was on the line with them for fourty five minutes and here we are again. So, no, I wouldn't say it is quicker. Not one bit.
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Cameron Jones

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I'd go back to the Wow location and have them sort it out for you.
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Frazer Huard

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Yannick, your team got back to me. They told me they tried to contact me but I have no missed calls from them, which makes sense since they wouldn't have this phone number on file, because I do not have this phone contracted under Koodo. They didn't give me a file or case number - nothing. Just another waste of my time.
(Edited)
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Yannick

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Hi Frazer, did you receive a reply by email by any chance? Since they couldn't reach you, they should have normally sent you an email asking to contact us over the phone. In similar situations, they would leave a special instruction in your file with indications for Customer Service on the steps to follow. Keep us posted! Thank you.
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Makkahn Mack

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Hello. F.H., I know the Frustrations. Question: Why would you deal with a 3rd party out? They're usually the usual suspects of Zee unprofessional expertise, and incompetence. You should deal with Store, The Kood, directly, as they would have no where to Hide if Something failed. This WoW kiosk, Well they certainly Failed All in the Name of WoW.
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Makkahn Mack

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Plus, The Kood's new Tabby system, as I read, is full of Hot air. At least I'm not La'Kood Client. But I am a client of Telus's other Sub-Sis Co. NOT TelUs Mobility.

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