Fraud department suspended my account, what can I do to expedite the lifting process?

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  • Updated 6 months ago
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I signed up for a Koodo account on December 30th and as soon as I got home, I noticed that nothing was working. I went back to Koodo the next day and asked them what was wrong. They searched up my account and said that it was suspended. I was told to email two pieces of government issued ID, proof of address, my name, and account number to the fraud department's email address. I did that on December 31st. It has been 6 days and my account is STILL suspended.

So far, I have called *611 numerous times, tweeted the Koodo twitter account for help, and visited 3 Koodo locations. I've even reached out to Telus because Koodo uses the telus network, and the email that was given to me was a telus one (fmgmtfax4162794844@telus.com).  Everyone has been completely useless to me thus far. They just say it's "out of their hands" and that I have to "wait." 

I KNOW the fraud department has received and opened my email because I have a google chrome extension that notifies me when someone checks my email. It was checked on January 2nd but nothing was done. I didn't get a response. I also sent a second email two days ago just in case and still nothing. 

What am I supposed to do at this point? I recently moved out to a completely new location so I don't have a phone to call the fraud department, nor can I use a family member or friend's phone since they're all back home. I am livid at this point and I just want my number to be re-activated ASAP.
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Hillary

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  • FRUSTRATED

Posted 2 years ago

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David, Mobile Master

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From past posts, there is no way to speed the process. Unfortunately, it takes what it takes.
Have you recently moved for a job?
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Hillary

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It's a little complicated. 

Basically I was originally living in Vancouver and was with Koodo for a while up until September 2016. Between March 2015 and December 2016 I was living in Toronto. In September 2016, I was decided it was time to give up my Vancouver number and that's when I decided to switch from Koodo to Wind/Freedom. I ended up moving back to Vancouver after another 3 months in Toronto and was planning to stick with wind until I learned that they didn't have any cell towers in Victoria - which would be a problem since I was going back to school in Victoria.

When I arrived in Vancouver I registered for a Koodo account and that's when the suspension happened. I have a BC driver's license and provided them with government ID when I was registering for the account so I'm annoyed that the fraud department was still triggered by my change in location when the koodo representatives physically saw my ID. I understand that my constant moving is a little suspicious in their eyes, but what I don't understand is why this is taking so long and why Koodo reps can't do anything to expedite this process. 

Now I'm living in Victoria all alone with no working phone. 
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David, Mobile Master

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OK. Folks claiming residence in some of the provinces where lower priced plans are available may attract greater scrutiny, but is clearly not your situation.
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Hillary

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Update: I'm currently DMing the Telus Twitter account and they just told me that I should email "FMgmtFax416-279-4844@telus.com". It's the same email address I was given before, but with dashes. I can't tell if I've been emailing the wrong email address this whole time, or if Telus has access to both email addresses.
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Hillary

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UPDATE: A guy named Kevin Otis emailed me asking how he could be of service. I think he got my email from the person who runs the Telus Twitter account because I kept angrily msging them online lol. Anyways, he managed to reach the fraud department for me so they could lift the suspension. And voila! It's done! After 7 days of no service, Kevin came to save the day.

Kevin Otis is the real MVP. 
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Rohan

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This happened to me today. just stopped working out of nowhere. Self-Serve says it was cancelled for potential fraud. Thanks to a helpful agent, it seems the problem is that the salesperson who signed me up didn't enter my apartment number in my address, so the address on file doesn't match my ID. Yet, neither the people on the phone or in store have the power to fix it.

What's worse, they didn't even tell me what was happening. Just cut it off and sent an email saying that my account was cancelled at my own request. If I hadn't called twice I would have no idea.