Provide free support service to Koodo Customers when they call the Support Line like the TELUS Mobility Cusotmers. Don't Charge for services!
Koodo is different than Telus for this reason. Koodo prides itself on its Self Serve business model. I'm sorry you weren't told this upon signing an agreement with them if you have. If your not into doing things yourself online then maybe Koodo is not for you. Telus is the parent company to Koodo and they operate on the same network so if you switch you will not lose anything at all. And as for your complaint in the post, Koodo only charges for things you can easily do yourself via self serve or the Koodo app.
As always, we appreciate all ideas being submitted. Thanks for that Wallis! As per Allan above, charges are only for transactions that people can perform themselves online at no cost. We could eliminate the charge by simply raising the prices but it would be unfair to many of the hundreds of thousands customers who already think going online to do things instead of talking to a rep is a better experience. Those who indeed seek the more traditional phone support can certainly choose from a number of other brands. Telus being one of them.