Cannot make account changes - Koodo Tab, CSR's have been extremely unhelpful

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Hello, 

I am hoping someone has a suggestion for me on this. I have two cellphones with Koodo. I have recently and in the past, wanted to pay off the Tabs on either of or both phones on a few occasions. However, My account gives me an error, saying I either haven't been with Koodo long enough (I have been with them for over a year), I am on a spending limit program (I am not), or I have not paid off my first bill (I most certainly have). 

I am at my wits end with this. I have spoken with 3 customer service reps and the Koodo twitter account. Everyone has told me the same thing. That I should cancel my account and start over. Otherwise It's a technical issue and a ticket will be created. EXCEPT, this means I lose my current plan which is unacceptable! The last time I called the phone help line, I asked to speak to a manager and the CSR on the phone REFUSED to let me do so. He said there would be no point. THAT'S NOT UP TO YOU TO DECIDED DUDE. I have had tickets made with the technical team with the first two calls, but they never call me back or fix the issue. I just want to be able to use my account like everyone else. Honestly, if a similar plan to mine or even slightly worse comes around, I am jumping ship if I can't get this figured out. 

Any suggestions are welcome!
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Mark Davids

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Posted 5 months ago

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Dinh, Mobile Master

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Hi Mark,
If you have spoken with many reps, and they were all on the same page, then I don't think you could find an easy solution here.

Regarding the Tab, I think you must have the Tab for 90 days before you could pay it off. It doesn't matter how long you have  been with Koodo. So if you upgraded your phone recently then you had to wait. And the CSR was right, if you wanted to have a new phone right now, you would have to cancel and get a new phone with "in-market" plans.
(Edited)
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Mark Davids

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Hi,

Thanks for taking the time to comment. The Tab itself is been on my account for for almost as long as I have been with Koodo so I'm definitely over 90 days. 

As for a new plan, when I spoke to the last CSR, they told me I could add a new phone to my existing plan once the last tab was paid off. Has that changed? I spoke to the last one about 2 months ago. 

I think my greatest disappointment in all this is that the CSR's don't seem to care. 
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Dinh, Mobile Master

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This is strange, the message on Koodo Tab was clear:

"Based on your profile, you are not eligible to complete this transaction.  Potential reasons for this are:

  • You have not been with Koodo for at least 3 months
  • You have not yet paid off your first bill
  • You are on the spending limit program"
the 90 days (3months) is a must to payoff Tab. What plans are you having and what phone do you want to upgrade to? there might be some problems there. I don't think they didn't care, they properly followed certain process.
(Edited)
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Bernard, Official Rep

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@Mark, let us have someone look into this.  Are you wanting to payoff the tab because you want to upgrade to new phone? 

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