cut network, no way to resolve !!

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Koodo cut my network because yesterday texted me a $ 225 bill ( without any information about it in selfservice !! ), despite , I tried to pay with my Visa card many times, but it didn't accept !

Today morning when I come out of home to go an important appointment, I noticed that I hv not network !!!

As I am newcomer to Canada ( less than two month) I need google map in my phone to find addresses.

Now I stayed home from 9 a.m ( now is 9:53 ) and am trying to find any way to solve the problem !!
1- By cut number, you can not call to the koodo itself !!! haha !
2- There is not any email adrs for urgent inquiries of customer ( who in most companies is the Lord !! )
3- I couldn't find any contact route to solve this problem, even to pay !!!
4- I found https://secure.koodomobile.com/accoun...
in google search. It starts with some multi answer questions as you think it lead you to wright answer, after 3-4 questions, it rounds around itself !!! you answer question 4 then it turns to question 3, then 3 , then 4, again 4 goes 3....... haha !!! this is a secure page of Koodo which starts with https !!!!
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Hamid Azizpour

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Posted 4 years ago

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HippieLongstocking

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Hey there Hamid!
call *611 from the cellphone this should work. call to make payment arrangements. But if your on the Spending Limit Programme you will be required to make the required min payment and its usually the full amount of the bill. Once you find out what the minimum required payment is you can make a payment through online or telpehone banking as long as you have the koodo account number there should be no issues. Depending on the situation customer service will resume the services before the payment is made. If not they may require a call back with the conf # then resume services.
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HippieLongstocking

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its ok they will still let you use thier phone to make a phone call to customer service :) they are there to help you to the best of thier ability !
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Hamid Azizpour

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One oppressed customer is like a bomb for a company, as he/she is stronger and has bigger network, is more destructive for the that company, isn't it ?
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Hamid Azizpour

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( I don't want to show off ! ) For example, In my back home I am a medical doctor, university teacher, an import/export company owner and director, well known and awarded entrepreneur with a broad network and friends in Iran, Canada, China, Turkey and many other countries with 20 years of experience. In the other hand Iranians are a rich and successful immigrant population in Canada ! Now consider how bad reputation of a company can be spread out !
Do u think the managers of koodo can't understand how their defective management can hurt their company ??!! or may it has a still-hidden downing company ?!! I am dealing with big companies around the world for more than 20 years ( www.globalabz.com ).

I hope koodo in charge persons hv time to read comments, if they are not in urgent situation of downing or slaphappy of transient good income !
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HippieLongstocking

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The only way your going to get this resolved is by getting to a phone and calling customer service. They will help you understand the bill charges and overages. No on else here on the community can help you out any further! the sooner you get to a phone the sooner the problem will be resolved.
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Hamid Azizpour

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Thank you very much for your support and time anyway.
1- .....The only way your going to get this resolved is...... In a wright company, A customer is not a person who is being trapped so that has just ( the only way ! )

2- If koodo has wright managers, there must be at list one person who monitor such an important page to gather and report all feedbacks ! customer feedbacks are one of most important things for companies nowaday !

3- ..... the sooner you get to..... in modern marketing world, how a company put a new customer in a such an urgent situation ?! Isn't it astonishing ?!!

Thank you once more.
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Curtules

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I tried that link you posted, Hamid, and it looks a bit like a broken version of the site Koodo has to allow an email.

Try this one: http://koo.do/YqucV0.
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Hamid Azizpour

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Thank you very much, Yes ! the link you gave, worked ! Should the customers of koodo spend their time to solve each other problems ??!!

Country of Canada is top 5 in the world in many parameters, what a pity some companies pull its rate down in some fields !!

May you pls say me in which part of koodo's official website the link you gave there is ?
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Curtules

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Well, there's a "contact us" link right at the bottom of every page on koodomobile.com, including this one.

(Also, I am a Koodo rep, HippieLongstocking too, if I'm not mistaken. There are reps here, we just can't give full account support for security reasons.)
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HippieLongstocking

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yes i am a rep as well :D
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Hamid Azizpour

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Yes ! you are right, Thank you. But Cad 35 for reconnecting ?!!
Anyway, nice to meet you in cyber. Can I ask where is yr rep location ?
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Hamid Azizpour

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I send a non-respectful email to koodo through the link you gave, as : Respect is something which someone should deserve himself !
I hope there were someone wake up ( else than those answering machines ) to follow customer's problems.
Thank you once more.
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Timo Tuokkola, Mobile Master

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If a complete stranger walked up to you and slapped you in the face, what are the odds that the situation would evolve into a respectful conversation? You demand respect but state quite clearly that you refuse to offer it until it is 'earned'.
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Mark Kokolsky

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Timo nailed this, it goes both ways. Yes respect needs to be earned, but if you open a conversation in a non respectful way, then you don't deserve any respect either.

As for your situation, im guessing your going over your $35 plan every month because your using your phone constantly for GPS when your out and about.

It also sounds like you have opted not to try just calling them from a phone other than your disconnected Koodo phone. Email is an option, but calling is usually the quickest way.
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Hamid Azizpour

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Hi Mark,
1- Your reasoning remembers me that question : Hen or egg ? which was created first ?!
someone tramples all the customer-seller( supplier ) rules ! and trap you in a lost making situation, so, he showed is not committed to the normal rules, then you want to behave him with respect to just show you are very nice ?!!
I think respect is against being respected from other side and even can grow in such relationship and even transforms to loyalty ( i.e. between customer and supplier ).

2- Today morning I had a very vital appointment which I lost because my connection was blindly cut by the supplier which I ( a customer ) did favour to choose it !! I am talking by business language ( as I am a businessman but a moral one ). I don't say they are bad, they are evil.... because it is up to them, I just say it is not only a world class standard customer care system ! but also anti-customer manner !

3- We are 3 persons and less than 2 month newcomer to canada, my wife and my son went at their work early morning and I hv not any other telephone line to call those slept people in koodo ! don't judge quickly.

4- Just return back from koodo kiosk in west edmonton mall. I went to pay the bill and ask for re-connection. They said me I hv to show them a photo ID !!!
I said I want to give something, not take something ! In banks you can put money to any other persons accounts you want ! Do koodo's rules have more security than banks ?!!!
Let's just laugh ...they are going to wrong direction....
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Mark Kokolsky

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Again it goes both ways. To respond to some of your points here we go.

1: Koodo offered you service, you used more than your plan allowed (again probably due to using GPS all the time), haven't paid the bill yet. And your response is to then write non-respectful emails.

2: From the sounds of it your account was suspended since you hit your spending limit. Which would have been laid out in all the paperwork. This isn't something that they do to make you mad, its like a speed limit, if you go over the limit you pay. Sure its up to them, but business is rarely about letting people keep going over limits without paying. Business is about accountability both from the business AND customer.

3: You mentioned having a broad network of friends all over, im sure one of them would be able to let you use their home phone or cell phone to get things sorted out.

4: I cant really comment on that as I don't know the store policies for the Koodo shops.

It just seems to come up over and over again that someone used more than the plan THEY picked, racked up a bunch of overage, got cut off after THEY hit their spending limit, and all that is because the company is evil. Im not saying they haven't made mistakes, but don't place all the blame on them.
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Curtules

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Actually, I think Hamid might not be on a spending limit. I might have misunderstood, but you did say that your wife and son are on the same account, right? If so you're not on a spending limit.

That said, Koodo would not suspend your service without good reason or without notice. If you weren't warned you might need to call Koodo from 1-866-995-6636. I'm guessing here but this might not be a simple suspension for non-payment either since you can't call Koodo from your cell.
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Hamid Azizpour

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For information of all who commented here ( and I thank them ), just now, I came back from rep in west edmonton mall ( I referred there second time in this evening, this time with my Photo ID ! ). There was another young male rep. Fortunately he was very patient and serious to resolve the problem ! He called koodo center and in a more than 30 minute conversation with an agent in the phone, and checking the information with me at the same time, the answer was :

1- The amount cad 225 was not real debt at all !! ( it was only based on something named : "Spending cap" which neither me nor even the rep couldn't understand its mechanism !! The agent asked the rep to say me sorry for disconnection ! and connected the line immediately !

2- My real debt was just the same which mentioned in my last bill as 81.78 with a due time of 18th July ! but their another mistake was:
They raised my debt to 124.09 !! in their accounts ( I and the rep couldn't find out by what means ! ) ! which I hv to pay tomorrow and the mistaken extra ( 124.09 - 81.78 = 42.31 ) will remain as my credit and will deduce my next month bill !!

3- Last week after my adrs changed I edit it in my self service online koodo account and I thought koodo will apply accordingly, but today we understand the customer center still has my old adrs ! and it was the reason that yesterday I couldn't pay with my credit card !! ( If the adrs in my online account in koodo official website is used only for myself ! why must the customer put his/her adrs in it ??! may only for the customer to remember his/her own adrs ??!! ) Aren't we in "online" era ? or koodo has fever ?!

Managing,.... managing is not a simple process at all ! very very hard, with high complexity and needs special individual with very very high talents !
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Hamid Azizpour

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Now. let's come back to Mark !

How are you Mark ? everything is ok ? Hope so !
1- I am not only a native but also a self learner ( I mean English language ), it is the reason that I hv more and more hardship than native English language people. In Iran English is not official language ( vise versa, in India and Pakistan and many other countries it is ).

2- As I told before I am a 46 y/o newcomer to Canada ( my new country which love it ) and landed less than two month ago. I was not and am not used to many many things here. Of course I have traveled more than 20 countries before but not in America continent. Do u know what helps a person to find out many things without first hand information and local experience ? We say it : Flair !
Flair can be achieved by many years of experience and some other ingredients !
My flair was saying me that it can not be correct, even the god himself come down and say it is correct !! Pls don't judge people with the scale of your reasoning level as it is very obvious that when you hit your limit, should pay your usage and you think it is difficult for others to understand it ??!!

3- Yes ! I said I have a broad network around the world ! But I said around the world, not in the street which I moved last week and in a rainy couple of morning hours from 8:30 to 11:30 ( I hvn't Canadian driving license yet ).
Of course as an example I have 6 other doctors of my friends, my wife's brother and his dentist dr, wife, oh ! the landlord of the whole building I stay now in Edmonton all are my Iranian friends just here. I forget Germezian brothers, the founder, builder and first owner of West Edmonton Mall who are Iranian !

You made me to say some un-related things here, otherwise I just mentioned the effects of any customer networking power for + or - reaction for a brand in the market ! I can't figure out why you felt discomfort of such rule ?!!

If I were you, I try to learn more and more from the whole world than judge peoples situation. But don't hate me, I am a little frank more than normal. Appologize if I bother you.

Wish you all, nice time and really thank guys who tried to give me ways and suggestions.
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Timo Tuokkola, Mobile Master

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"Do u know what helps a person to find out many things without first hand information and local experience ? We say it : Flair !
Flair can be achieved by many years of experience and some other ingredients !
My flair was saying me that it can not be correct, even the god himself come down and say it is correct !!"

In other words: you assumed you knew the right answer and didn't bother to ask anyone. Not Koodo's fault.
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Sharon Ann Ann

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WELL I BEG TO DIFFER WITH U MR KNOW IT ALL .I ASure u GOD IS AN EXPOSER OF LIES.U ARE A VERY SELF RIGHTEOUS PERSON I SEE,,NOT A GOOD THING.
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Timo Tuokkola, Mobile Master

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"U ARE A VERY SELF RIGHTEOUS PERSON I SEE"
Said the pot to the kettle. I wish you luck with your direct investigation by God. In my experience He does not get involved in cellphone contracts.
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Hamid Azizpour

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No Timo. you misunderstood. " Having sense of something is wrong" differs from "knowing the right answers" .

After following up and spending one business day, I ( and you ) found that it was the company's fault(s) ( I explained in detailed ).

As seems you are Koodo adherent, Isn't it better to find defects of koodo and email them, may they try to relieve them, instead to try to think deeply to find something to oppose my words ?

Tk u Timo.
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Sharon Ann Ann

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hi hamid ,welcome to canada,koodo is a cruel money makin g rig,it is more confusing than a maze,i was ill ,very uill at one point ,and the bastards sent the bill to collections ,after i was a customer from the get go,im not talking about a 24 hour flu,i paid the bill immed,but no way ,they said i had to,,start anew,tainting my credit
which the credit company ,thank God is taking care, of .THEY ALWAYS MAKE MISTAKES WITH THEIR BILLING .i can empathize with you completely,in life not everything is black and white,in fact i heard of a young lady who was trying to have her father who just passed bill stopped ,no ,i do not recall the outcome but it was ridiculous,remember this do not get sick.take care,and to all the people that think they know it all,and pass judgement ,ignore them,a higher law than kodoo will take care of them ,their day will come.
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Timo Tuokkola, Mobile Master

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A: this thread has been dead for over ten months.
B: Koodo does not send accounts to collections until they are at least 6 months past due, this isn't a matter of being a day late on payment. They will also attempt to contact you by text, phone and letter before sending you to collections.
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Sharon Ann Ann

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I DO NOT HAVE TO RELAY ANYTHING TO YOU ,BUT U ARE WRONG AND KODOO IS BEING INVESTGATED,
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Timo Tuokkola, Mobile Master

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Koodo loses money when sending accounts to collections, just less money than they would lose if they wrote of the account entirely. There is no advantage to them in sending accounts to collections before every effort has been made to collect payment themselves. Regardless of what you believe, an investigation will find Koodo to be innocent of any wrongdoing.
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Mark Kokolsky

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If it was a spending cap that caused your phone to be suspended its not really Koodo's fault. A spending cap is put on an account to make sure people don't rack up large bills. And it would have happened automatically once you hit an account balanace of $200 or more. You should also have received a couple of text messages as you started to approach the spending cap.
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Hamid Azizpour

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Thank you mark, for the definition of spending cap.
But :
I didn't hit the limits
and
I have not any delay in payment.
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Timo Tuokkola, Mobile Master

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The terms of the spending cap program are: if the total billed and unbilled charges exceeds $200 at any time, service will be suspended. From what you have posted there is either an unbilled charge of 224.00 or new charges have just been posted to the account as your billing cycle just ended.
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Hamid Azizpour

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Thank you Timo.

Today Koodo customer care called me. I explained and ask them to send the response by email as my English listening is not good. The operator emailed me and explained what happened. It cleared 50% of the matter but she also gave me some links in the email. I should go in those links and read and try to find out what is ( and was ) the situation.
As she said the total charge was : 81 ( billed with due time of 4th July ) + 124 ( unbilled ).

While yesterday another agent said to the rep that 124 is combined of : 81 ( the billed + 43 ( by their mistake ) and I have to pay 124 now, but it will be deduced from my next bill !!

Anyway I paid 124 today morning in bank and called 1-800-777-1888 and report the payment and read the receipt number ( according to their yesterday instruction ).

Now I hv to wait my detailed bill to be available to check the bill and find out what happened in fact ! Because the self serv does not give my airtime usage as I changed my plan from 39 to 44 monthly.
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Sharon Ann Ann

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koodo is one corrupt place
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Nabil, Employee

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Hey Sharon,

What is going on? Is there anything we can help you with? Please let us know.

Thanks.
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Sharon Ann Ann

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I THINK U PEOPLE HAVE DONE ENOUGH

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