Fix your website for customer purchases.

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  • Updated 5 years ago
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Koodo credit card acceptance on the website is a complete joke.
Trying to buy 4 phones? No. only two.
Want your prepaids on a single account so you only have to log in once? No. Separate for each one.
Want to use the same CC for each phone? Good luck with that.
Want to buy a $25 talk booster and a $35 data booster? you can but you will have to buy a $50 and a $10 top up for your account first.

I have never had to work so hard to buy something from a company. The frustration level is insane. The answers from the customer service while sympathetic are inadequate. So in short fix the website.
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angry customer

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Posted 5 years ago

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Jorden, Mobile Master

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A few of those "problems" aren't with the website but with the way prepaid service works, and for at least 2 of the points it's not a unique "Koodo" problem to fix.

Every prepaid phone gets its own account, I'm not privy to the reasoning but I'm sure it has something to do with keeping each individual phones prepaid funds separate (And no Koodo isn't the only carrier that does this).

Yes you need to top up your phone before buying boosters, prepaid isn't set up to let you top up what you want when you want, only the specific denominations set out by the carrier. This is why you need to buy the $50 and the $10 in order to top up.

I'm pretty sure the reason they limit how many phones you can buy at once online has to do with fraud (but again not privy to the real reason).

I can't comment on the CC issue as I've never tried to pay my bill with that method, nor am I currently a prepaid customer.
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angry customer

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So if a problem is not unique to Koodo it shouldn't be fixed?

You can keep the prepaid phones separate but visible on one account. why should I have to log into 4 separate accounts to top up my phones. I don't care what other carriers do as I don't deal with them. yet.

Did you even take a second to think about this before you wrote it?
"Yes you need to top up your phone before buying boosters, prepaid isn't set up to let you top up what you want when you want, only the specific denominations set out by the carrier. This is why you need to buy the $50 and the $10 in order to top up"
Why can't I just put $60 on the account? or $100 or $1000 and buy boosters from that when I want?

"I'm pretty sure the reason they limit how many phones you can buy at once online has to do with fraud (but again not privy to the real reason)." Really? I can walk into Wal-mart and pay cash for 30 phones, I can buy a car online using my CC. where is the concern for fraud? The reason is the website is broken.

CC is the only way to purchase anything online and Koodo for some reason has decided to make it as frustrating as possible. The first rule of online retailing is to make buying as easy as possible. I am glad you have not had any of the problems that I have, or been frustrated by the poor setup of the prepaid phones but that doesn't mean there are not easy solutions to them which is what I hope to get noticed. I'm not really looking to talk to a Koodo apologist, I can get that from their CSR's
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Zaphod Beeblebrox

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As Jorden mentioned "Every prepaid phone gets its own account." Therefore, you cannot purchase more than one phone at a time on prepaid services and can ONLY have one account per prepaid phone.
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angry customer

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You're wrong, I purchased two phones before the website would no longer take my credit card. The phone purchases are independent of setting up accounts, but it still locked out my CC until I called customer service 3 times. You can only have one phone per prepaid account because of a self imposed issue with the website not any valid reason,

Seriously, are you guys trolling a cell phone providers forums? All I am asking for is to log in once see four phones and be able to apply money to them to buy boosters and pay for the monthly plans without having to go through CSR hell to do it. I am not asking for anything free or to share boosters between phones from Koodo, only convenience and a working retail site.

Yes I am very aware of all the workarounds to my problems, but why would any retailer want to make it so difficult to do something so simple. The problem is how the website is set up nothing more. It needs a decent designer to go in and fix it. Telling me that's just the way it is so live with it, is not a valid solution.
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EmilX

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If it wasn't for protecting against fraud why would they limit the number of phone you can buy? Prepaid phones attract some people because of its anonimity. I gotta beleive that fraud is also higher on those. But if they already let you buy, say for your family then your point makes sense to have a single login to manage all.
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angry customer

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It makes no sense at all. If I was going to use them for illegal purposes I would want to pay cash at Wal-mart so their would be no link to me, not use a CC that has the same billing address as the delivery address. Right now paying cash is the easiest way to do it. I don't however want to make a special trip to Wal-mart in order to keep my phone working. I just went there and bought $300 in top-ups so I would not have to go back for a few months while Koodo hopefully works on this problem.
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Zaphod Beeblebrox

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What problem exactly? The fact that Koodo has preventative messures to avoid fraudulent activity? That's not a problem. The problem are those who think they can get away with fraud and ruin it for the rest of the potential customers such as yourself.

Koodo has set up prepaid for one account, one phone, to avoid any confusion when boosters are added, top ups, etc.
If multiple phones were under one account login, erros WILL occur regardless how efficient someone thinks they are. Another preventative measure that Koodo seemed to have set up. Not a problem, but a service to prevent problems.
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Starfox

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First of all, If you want an answer, try to show some respect. There is no trolling here at all. They are providing what answers they can come up with to try to assist using the most logical reasoning why you are having this problem.

If they are wrong, then they are wrong. No need to be insulting about it. The way you are going about this in this particular thread is totally uncalled for. We all understand how ticked you are about this and the people that are answering are doing thier best. Obviously it isn't good enough.

The stoppage of using your credit card for more purchases is nothing against you as an individual, but due to a few bad apples that caused fraud, this situation happens.

You want help? Be respectful. Aggressive attitudes get nowhere in customer service or any sort of help in general...

Looking at the situation before the card was locked out of more purchase, does it not make ANY sort of sense, based on previous situations, that Koodo will be "Hey, this credit card is being used multiple times. Last time this happened, someone's identify was stolen and a large bill was generated in the process. Let's put a stop to this so it won't happen to someone else." Seems logical.

Take the answers as you have been or use logical thinking. Your credit card, your choice.
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Zaphod Beeblebrox

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DOWN, BOY!

Joking aside, you could've been more repsectful yourself. I totally get both your point of views. Hopefully sometime soon, prepaid services will be easier to manage for those that have multiple phones...
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angry customer

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guessing why something is the way it is != answers
If you find my responses insulting then you are going to have a long hard life. There is no insult directed at anyone. Prodigy = number of responses not deserving of extra respect. Thanks for trying to read me the riot act and not contributing anything.
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Starfox

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I'm sorry I don't know the exact reason why Koodo does this.

I do not work for Koodo. I am a customer who has experienced someone committing fraud against me. Specualtion is what I went on based on the history of fraud with telecommunication companies and my personal experience. Don't like my answers? Don't respond. Simple as that. No need to get all Angry Alice on me.

You post on this community wanting answers to your suggestion/idea. Possible scenerios are given as to why this happened and you don't/won't accept it. Well sir/ma'am, Koodo cannot make everyone happy at the same time. I know they try pretty damn hard. Sorry you had to experience this but maybe Koodo isn't for you since no one can seem to give you what you want. Maybe next time you post something somewhere, you would be act more like an adult instead of remaining in highschool.
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Sophia, Mobile Master

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I wouldn't be too hasty to dismiss a customer in good financial standing who already has purchased at least 4 phones/accounts, and voiced a valid concern, Starfox :)
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Zaphod Beeblebrox

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Looking at the comments, I think the concern was that Starfox saw condecension in "angry customers" respones. I did too, to be honest. From both of them. There could have been a better way to handle opinions that were not to either party's liking.
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RudyW

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I have no problem using the same credit card to pay different accounts.
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angry customer

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How many accounts do you have?
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Chris Petersens

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I have no problem using the same credit card either. We now have 3 separate accounts but I pay for all of them with my own card. And it's not even my name on the account. They are not prepaid accounts though and that is what you seem to be talking about,
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angry customer

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This is what I thought. The problem does not affect everyone which is why there are not a lot of people complaining about it. I have seen that other people have complained about having problems with certain cards on even single accounts.

did you ever have to call customer support when putting your card on an account? Or have it rejected after adding boosters after paying for your monthly base plan?
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Chris Petersens

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As I said we are on monthly plans. Never had a problem or had to call to fix anything. Maybe their prepaid system is different.
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Erwin

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This are security features to prevent fraud.
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angry customer

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This is not a security feature to prevent fraud.(my credit cards already do that)
This is not to stop illegal or terrorist activity.(we have police for that)
This is not to stop people from taking advantage of Koodo.(it stops them from being able to spend money)
This is not a problem that fixing will hurt anyone in any way. It will enhance customer service and the ability for people to purchase what they want when they want it. It will not take anything away from existing customers or affect them in any way. I am not sure why you guys seem to be so resistant to the idea that this is just a poorly set up retail site. I have made thousands of purchases from hundreds of retailers and have not had problems like this. It needs to be fixed. It could be easily fixed by a website designer.
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Ahmad

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Honestly, no matter what anybody says, it's clear that you have your own opinions on this matter. That's the way the website was purposely built and you can keep thinking otherwise, but it's not a "problem" that needs to be fixed and is not going to "fixed".
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angry customer

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How do you know it's not going to be fixed? do you work for Koodo or just out for a troll?
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Sophia, Mobile Master

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The people who respond to you are mostly fellow customers... nobody here (so far!) is representing Koodo at all :)
However I know for a fact that the Koodo staff reads every single idea that is posted, so let's hope yours will be implemented some day :)

If I may (and please feel free to ignore this), I would humbly suggest that -- since everything that can be said, now seems said, -- we all leave the idea in the capable hands of Koodo before it really starts going round in circles :D
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angry customer

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Thank you. You have made the best response to this so far.
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Roger Erazo

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You're only able to buy one phone at a time, this is so you can manage it better (I have seen errors where clients add boosters or talk time to the wrong numbers, common errors now in days, then customer support needs to fix mistakes that we do. (so its just away to prevent that from happening, at the end it prevents bad customer experience) After using your credit card once the system generates a token with your information, it flags it due to previous fraud behaviors, (you may not be trying to commit fraud but it has happen before therefore is just procedures) it takes certain amount of time to release the token so the credit card can be use again. Millions of dollars are lost year around due to fraud activities, Security Administrators have to watch out carefully and this is why its done this way. Over the Internet nobody can assure that is the credit card owner trying to purchase phones, I hope this release some of your frustration and follow the procedures and you will have your phone ASAP...Ing. Erazo (by the way I don't work for koodo but I am a software administrator and know how this works...good luck
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Paul Deschamps, Mobile Master

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Also buying multiple phones on a prepaid account is not something that happens every day, this is a fairly isolated situation. Most ppl are going to buy those 4 phones on a postpaid account so that you get free calling between all 4 of those phones that are set up on one account. This is probably why it comes across as looking like a fraudulent purchase perhaps with a stolen credit card to the company. I've had my credit card # stolen from online purchases and am actually grateful these kind of security features are implemented by companies. I'm sure when it happens to you that you will change your views on why these systems are in place and not mind going through these so called hassles.
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angry customer

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I realize you guys are trying to be helpful, but you are wrong. It has nothing to do with fraud. CC companies already have systems in place for that.
verified by Visa
Billing address having to match the shipping address (at the discretion of the retailer)
CC # and expiry date
SSL security
3 digit CVC number on the back
unusual usage hashing

Also I have talked personally to the CSRs, tech support, and customer retention and verified that my card is not being used fraudulently. They still can't fix it because the system is broken.

I have used my CC to make multiple purchases from one retailer and single purchases up to $8000 and never had problems except on this site.

I realize that my situation is unusual and I also see that is does not happen to everyone that does the same thing as me which is why there are not more people complaining about it. Another thing is my accounts will not even let me input my other cards.

I have my phones as I went to Wal-mart to buy the other two, I also had my CC working after repeated call to Koodo, but my CC expired 7 months later and now I am back at the start with not being able to input the new CC (same account number different expiry date) to pay monthly. So as a result I now have to go to Wal-mart across town(the only place that sells Koodo prepaid) and buy 8 $50 top-ups to keep my phones working until I can get it fixed. I also know a little bit about business and know this is not the way it is supposed to work.

My reason for posting here was simply to get it documented so maybe someone at Koodo could bring it to someones attention that could do something about it. I am getting sick of having to go through the same story every time I call a new CSR and then again when it gets escalated and then again when I call them back because I am having the same problem.
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Chris Petersens

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What I don't see around here is the magnitude of the problem. If this is a big issue wouldn't we have far more people posting here? Or as you mentioned, your case is very unique.
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MykeC

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Hey Angry Customer, what I would recommend would be to send us an email(http://koo.do/10znFdG ) so we can investigate this issue further. Please elaborate as much as you can so the issue can be looked into and a resolution can be made. Please use your Self Serve account for verification and select Social Media so it gets to us directly. It may take a bit of time but we will do our best to get this resolved for you :).

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