failed to cancel account with the worst phone service?

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This Monday I called several times and waited nearly 1 hour in total to get through to *611 to cancel my account. One staff told me my account will be cancelled before a new cycle begins. However now my account is still there and a new cycle is on. Could any one tell me how to deal with this? I don't want to call *611 again, the worst phone service I have ever met, always busy and keeping you waiting.
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Chris Whoo

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Posted 4 years ago

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Jonathan I, Mobile Master

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Nope, cancellation has to be done over the phone. Sorry about your negative experience so far; mine has generally been pleasant.
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Sophia, Mobile Master

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ONE HOUR waiting time??? My gracious, you must have called at a really bad time! I have never waited longer than 5 minutes at the most, usually I get right through. As Jonathan said sorry about your bad experience, let's hope your next call won't be so bad!
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Nabil, Employee

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Hi Chris!

Thanks for reaching out to us. If you don't want to call again, you can send us a detailed email through this secure link (http://koo.do/11eMLdy) so that we can help you.

Thanks

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Some random Mobile Master, Mobile Master

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This is exactly the way I go when I need to reach customer service, and it's the absolute best way to go about it.

You write an e-mail with all details, everything clear and precise. Then, the following day, a rep simply calls you back to confirm the changes and that's it, you're done, thank-you-very-much.
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Mike Th

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I have experienced a similar problem with cancelling Koodo account and will be sending a report to the CRTC. Lets step through the run around, first stopped at the booth where they took my account information and initial payment. Had all my information with me, only to be told sorry they aren't allowed to do cancellations and would need to phone their 1-800 number.

So come home phone the number get the automated routing system, after going through every possible combinations 6 options 3 layer deep, nothing said to cancel account press a "#". Finally settled on an option called "Manage account and update options". Wait for over 30 minutes, then get a customer service rep. He asks all the standard questions, phone number, account # number, pin number (who remember a pin #) from an activation from 2 years ago if they have never had to use. So they start asking for id, but their system doesn't record the type of id used. They kept asking for drivers licence which they wouldn't accept at the counter, finally figured out that it was a passport #. So finally get confirmation I had the necessary information to cancel the account. What do they do is hand me off to another account specialist another 10 minute wait to cancel an account. The account specialist then started to ask the same information all over, to verify. After telling her she had the information just look it up, she reluctantly agreed to cancel my account.

Why she agreed to forward my complaint about having such a poor phone routing system, and then needing to talk with two different people. I doubt I will get any satisfaction.

Over the last 5 years, we have had students, use Bell, MTS, Rogers, and even one from Sasktel. None of them have ever experienced the run around that Koodo gives you.

Just for laughs thought I would check out their web site. Check it out try and find a a single page that will provide you straight forward information on what is required and the process to follow to cancel an account. No, there are pages and pages of billing issues dealing with cancelling, cancelling options, but not cancelling phone service.
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Sophia, Mobile Master

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"Just for laughs thought I would check out their web site."

Are you talking about this community? Not sure where you find NON straight answers really... we're quite the honest bunch :D Actually there have been a few people who posted about difficulties with cancelling. So, I'm sorry you got such a run around. If I was in a situation like you I'd be upset too.

See: http://community.koodomobile.com/kood... and there was another thread as well that I can't find just now. So, we're not exactly liars and Koodo doesn't sweep problems under the rug :D
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Timo Tuokkola, Mobile Master

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So to summarize:
you had trouble figuring out which menu option to pick.
You waited a long time on hold because they were busy dealing with calls.
You didn't know your pin number so they had to validate your account via id.
They then put you through to their loyalty department who did cancel your account.
I'm not really seeing any basis for a complaint to the crtc. They don't really get involved in regulating wait times or automared menu systems.
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Ivan, Mobile Master

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Waiting times do suck, but as Timo said - hardly a basis for a CRTC complaint.

Forgetting security information that one chooses for his/herself cannot really be anyone else's fault.

But, it's your own time and if you wish to take it to the CRTC, nobody can tell you otherwise.
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Ivan, Mobile Master

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And over the last 10 years I've dealt with Rogers, Bell, Virgin, Fido, Koodo, WIND, Vodafone, Lebara, Eronet, Telenor, and BH Mobile and have had pretty much the same experience with customer service across the board with the exception of WIND, which was a lot worse.

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