Funny how they don't have a "what made me angry when I got my bill" tab.....

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Received my first bill, wasn't supposed to be able to even use "data"...got billed for it, but every time I accessed Wi-Fi, it was on my own home or free...so what gives? Tried to call Koodo, pressed umpteen numbers only to be told, after 3 minutes, that they were not "open" yet!!! Should have stayed with Bell Mobility!!!
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New2KDo

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Posted 3 years ago

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Robert, Mobile Master

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Hello there,

First of all, I'm sure I would've reacted the same way. I understand you. But I'm sure that if you set a data block (on your first meeting at Koodo) and data has still been used, it's not your fault. Also, you should look at the opening hours before caling. I'm sure Bell's customer service isn't as great as Koodo's. So go ahead and dial *611 from your cellphone or



Here are a list of option available to you



Keep us updated!
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New2KDo

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Thank you for the prompt reply, Robert,
Please Note:
1) the phone number on the bill does not list the times Koodo is open COPY & PASTED from my bill:
Questions? We can help!
Do you have a complaint regarding your telecommunications services? If so, call us at 1-866-995-6636. If we can’t resolve your complaint, the independent
Commissioner for Complaints for Telecommunications Services (CCTS) may be able to assist you: www.ccts-cprst.ca or 1-888-221-1687.

2) Bell had excellent service...was with them for 15 years...even gave me 100 extra free minutes on my $25 per month plan four years ago, to keep me as loyal customer....
3) same plan on koodo, (not including my 100 extra free minutes), basic talk and text, is $30 from koodo

3) So why I am I with Koodo now? Because my hubby, who thought I should upgrade from my old Motorola Krazer flip phone, bought me the new phone for my birthday and activated it with his service provider, Koodo.

4) I spent 1/2 hour at the kiosk in the Mall with the sales guy, who explained that I wouldn't use "data" if I used the Wi-Fi in my house, or any other free "hotspot". I used at home, and once at Tim Horton's. Free. Nope.

So yes, I should have stayed with Bell

oh, and as one final point, Bell had people, not sending me to another site where I had to set up an account and new name and all this other BS to deal with a billing issue.
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RudyW

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And that's why you paid through the nose with Bell. :-) People cost money. Koodo is a self service type company. And it works really well. The CRTC just produced their own report Bell came out as the most complained about company for customer service. Koodo? The least.

I really wish nowadays every company actually charged for service if you wanted to talk to them. That way I could pay a lower rate and you could talk to the people if you wanted but it would cost you.

Just because you are in wi-fi it doesn't meant your data wouldn't work. You are not actually blocked. You might loose wi-fi signal occasionally in which case the network picks up so you would not have interruption.
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Robert, Mobile Master

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Read my post below ↓↓↓
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rikkster, Mobile Master

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I remember my first 8086 computer, a 10 MB hard drive and 300 baud pocket modem were all the rage back then! A 286 was a Ferrari compared to an 8086, lol.
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New2KDo

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Ok, that was MY first personal computer...when I FIRST used a computer, at Acadia University in 1980, we sat in a huge room with desks, and we used DOS to type data into the "program" and we picked up our printed work at another building LOL Never would have believed that a "few" years later, I could do it all at home or on my phone :)
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rikkster, Mobile Master

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You had to throw in the year, didn't you, lol!! Happy to hear everything worked out for the best, btw. :)
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David, Mobile Master

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I miss punch cards..... (Not!)
Fortran, Cobol, Pascal.....
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Robert, Mobile Master

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Like I said there is no need to set-up an online profile in order to deal with your billing problems you would need to dial Koodo's number followed by the option #5 and then #3. You would then speak to someone who can explain it to you.

Before starting to explain to you why you've used data, I must agree with you that the rep at the store didn't do his job. You were switching from a flip phone to a smart phone and there's LOTS of differences between these 2. If you want to file a complaint you would need to use this and tell the store you've got to and maybe the name of the rep or time of visit → https://secure.koodomobile.com/accoun... OR when you're calling in, just tell the person you're speaking with that you want to make a complaint about a store visit.

As for why you've used data? Even if you only used wifi or "free hotspots" there's a possiblity you use data when not connected to these networks. Indeed, if data is enabled on your phone, when not on wifi, your phone will use data to get e-mail or do other background activities. So this might explain why you used data.

Now, how to manage this when calling in

1) Stay calm, don't be angry
2) Explain to them your situation at the store (that you won't use any data if connected on wifi, etc, etc.
3) Tell them you don't really understand how data worked, therefore you couldn't know how to mange this. The rep told you that you shouldn't use data so you believed him
4) Gently bring the conversation that it is the rep's fault that he didn't explain it thoroughly enough.
5) Tell them it hasn't been a good first-impression and that even with all the good reviews out there, you're not going to recommend Koodo to a friend.

If you follow all this steps, it is almost 99.9% sure the Koodo rep will credit you the money back.

PS : Will a Bell customer spend 5 minutes writing this message explaining you how to deal with customer service?
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New2KDo

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LOL at Robert...cute....keep calm...I have been in customer service for over 30 years... :)
I would have been off the phone with a Bell rep in a matter of minutes, not spend over 1/2 hour typing answers on a web site that the Koodo web site booted me onto when I clicked that I wanted to write something :)
Will call them later, when I am "calm" perhaps after a tea....or a shot of vodka... or a toke? LOL just teasing, thank you for your long answer. You do have a well written verse.
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Mark Kokolsky

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Off the phone in a matter of minutes with Bell? I wish I knew what number you were calling. The only reason Id ever have a call only last a couple minutes is if they didn't want to help me and hung up.
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New2KDo

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Well, let me clarify Mark, the problem would be solved in a matter of minutes, then we would probably get chatty over weather, kids etc...being from NS and all...we chat :)
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Robert, Mobile Master

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Perfect. Keep us updated, pretty curious how this will turn out.

PS : Hope you will enjoy your experience with Koodo as much as all other people do :D (after this problem is solved tho)
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New2KDo

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All solved, and get this, the CSR's name was Robert! no kidding! I asked if he was you LOL Data turned off, (he said they can't do it at the kiosks anyway, and the guy should have told me to call in, but hey, how many people don't want data? just old dinosaurs like me I guess? LOL)
And money refunded on my bill.
Well, took a round about way, but I am happy. (have to admit tho, I miss the chatty girls at Bell :) thanks Robert :)
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Robert, Mobile Master

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Hahaha what a coincidence! :P

Happy to see everything's solved! Have a nice day.

PS : It was me :) Nah, kidding. I'm no CSR, just a customer

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