Can't reactivate the phone by phone

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  • Updated 3 months ago
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My wife needed a phone, so we got the essential 3 months ago. Nice phone by the way. Also the wireless service is good (although the clerical purchase/porting/activation process took over two hours).  We were told they would auto-bill my VISA. That didn't happen. I caught it on Friday and paid the balance on full. Then later that same day, Koodo deactivated the phone (which was in the country camping with my wife).

I called to get the phone reactivated, but the rep said the birthdate I gave didn't match mine or my wife's birthday (which I can assure you I know correctly). He said I could go to a store. I live at least an hour from a store.

I wanted to resolve this online but of course there is no place for me to do that, and no option to see the balance on the tab in order to cancel, and no option to cancel, and since I have no idea what random day of the year someone has put on the account, I can't do it by phone either. I can promise you that if I have to drive to a store to accomplish this I will not only cancel the account, but I will pursue it with a CRTC complaint and as much Customer Service and online review unpleasantness as I can muster.

What can I do to get a resolution to this problem? I am content with either restoration of service immediately, or cancellation and a bill for the tab balance.
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dimonic

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Posted 3 months ago

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Mats

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You probably have to pay a $35 reconnection fee. That requires calling in which you've already done. It seems strange that a birthday date is holding this up. I think going to the store is your only option unless a rep can stop by here and fix things up somehow.
(Edited)
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Dinh, Mobile Master

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hi dimonic,

Have you got access to your selfserve and checked your bills during the last 3 months? How did you set up the "auto-bill"?  Normally they would send you several text about the amount overdue before disconnection. 

As you already called them, and you have received some answers. You could try to send message to Koodo facebook and see what they could do for you. Something wasn't right about your birthdate in the account. If you could, I would suggest you go to a Koodo store. 

If you want to go to CRTC, you would need a proper reason. Which item in the contract did they violate?
(Edited)
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Dennis, Mobile Master

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Ok so 2 things here.
You got cut since the bill wasn't not paid in time. It seems that koodo did not receive payment in time so they service. To reconnect, call #227 on your koodo phone. If you disagree with the reconnection fee you will need to contact koodo via private message on Facebook or Twitter.

Regarding the birth date being wrong, I would ask the customer service rep to use another identity qualifying question as there seems to be a mistake on your recorded birth date. You could also do this via private message on Facebook or Twitter (which I would recommend)
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dimonic

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How does one message koodo via facebook or twitter - and why aren't these communication channels mentioned on the company website (which has a notable shortage of actual contact or support information)?
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Dennis, Mobile Master

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Their preference is that you come to the community to ask your question in order to keep customer service rep costs down. The mobile masters here are able to determine under most situations when contact with Koodo is necessary when we are unable level to assist. You can call koodo. But koodo's preference to do deal with customers via pm on social media I'm order to keep costs down again.

Yes koodo is cheap

Oh and communication is pm on social media is also the least disruptive to you day. You won't need to wait on hold with a phone mext to you for Hours.
(Edited)
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dimonic

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Well it's like I said - I would sooner pay the tab and take my business elsewhere than drive 65 km and fork out 35 for nothing. I'll send it registered mail to their place of business and consider the contract terminated.
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dimonic

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Yes, my wife does. But the jerk didn't give me a chance to explore that possibility. He was extremely quick to shut down the call and my options.
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dimonic

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Aha - problem solved. I can pay them direct from my bank account. A sim will be cheaper than the reconnection fee, and the phone will be ours.

And thanks, Dennis. Yes, I didn't pay the bill on time. And they did spite me by cutting it off AFTER the bill was paid. And then when I called, ready to hold my nose and fork over the $35, I was told my birthday was wrong, so go drive to a store with 2 pieces of ID. So f**k them very much. That is a sure fire way to piss people off.

Normally I like to pay my bills on time. I prefer not to even think about it, which is why I said yes to auto pay on the CC in the first place.
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Dennis, Mobile Master

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The official way to cancel koodo is to call in. Porting out that Mats suggested would be the easiest way to cancel.
Sending registered mail to cancel may or may not be successful. It is up to you if you think it is worth the risk to your credit.
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Dennis, Mobile Master

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The official way to cancel koodo is to call in. Porting out that Mats suggested would be the easiest way to cancel.
Sending registered mail to cancel may or may not be successful. It is up to you if you think it is worth the risk to your credit.
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dimonic

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I can direct pay from my bank using my account number.