Help in returning phone

  • 1
  • Question
  • Updated 1 year ago
I finally received the bubble-wrapped envelope to return the phone. The instruction that came with it stated that there is a Canada Post Bill of Lading and authorization sticker. All I have is the return authorization sticker but NO Bill of Lading. I do not want further issues regarding receiving refund of charges and cancellation of contract so would really appreciate advice on what to do next. Any email to Koodowebstore takes 4 days before receiving a reply which is extremely frustrating. 
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb

Posted 1 year ago

  • 1
Photo of Ranjan

Ranjan, Official Rep

  • 30,118 Points 20k badge 2x thumb
Hi Lei - I believe it's one and the same - the bill of lading/return sticker (but confirming with the team). Does the sticker have all details printed on it as it relates to your address information and also where the phone is going? If so, you simply need to post the sticker on the package and ship it back. If it's not the same as a traditional BOL as shown here, I'd just take a picture of the sticker in case you need to reference any of the information in the future (although the info. would be on your file on our end as well). 
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
Hi Ranjan, the phone was confirmed to have been received by Koodo on January 30th 2016 (according to the tracking number on Canada Post). However, as yet, I have not received the $11.20 that I had paid for the SIM card. In addition, I just received an email today stating that only $30.00 was credited to my Koodo account but there is still a balance owing of $35.96 that has to be paid by February 6th to avoid late payment charges. I have complied with the rules in that I had not over the data or air time usage allowed as since I received the phone on January 6th, I had only used a total of 38 mins of air time on January 8th and 3.81 MB from January 8th-9th. As I decided I did not want to be Koodo customer after all, I turned off the phone and therefore there was zero airtime and data usage since. Hence, there should be zero balance owing and a refund of $11.20 be applied to my credit card. I would appreciate your helping out with this. Thanks.
Photo of David

David, Mobile Master

  • 91,506 Points 50k badge 2x thumb
I suggest contacting the webstore with your inquiry, Lei.
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
I did. After my email to them, I received only the $30 credit instead of having all charges removed and given a refund back onto my credit card. As it appears Koodo didn't honour the terms of the contract, I would like to ask for assistance from the official reps to resolve this matter.
Photo of Ranjan

Ranjan, Official Rep

  • 30,118 Points 20k badge 2x thumb
Hi Lei - let me follow-up with the web team to find out more in terms of what happened/what's happening. 
I can see that the phone has indeed been returned and processed as you mentioned, but the account is still active and hasn't been cancelled. To be clear, outside of your post here in this forum, did you ever speak with a rep about cancelling your account? Even in your email to the web store team, in addition to returning the p hone, did you mention that you wished to cancel your account? Want to make sure I have all the info. so we can get this properly sorted for you.
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
Hi Ranjan, I appreciate your help. I was never able to get through to anyone at Koodowebstore on the phone. I've left voicemails but never received a return call. Hence, all my communication has been by email and yes, I asked them for the return label for the phone and cancellation of contract. 
Photo of Ranjan

Ranjan, Official Rep

  • 29,338 Points 20k badge 2x thumb
Ok - thanks for clarifying. There may have been a disconnect somewhere as cancellation requires a call to customer service (separate from web store). However, I had also flagged you're request to cancel when we were processing your return through the web store. In any case, we'll figure this out and share next steps with you. I may not hear back until tomorrow though - so hang tight for now. 
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
When I called customer service 3 weeks ago, I was told I had to contact Koodowebstore to return the phone and cancel the contract due to my purchasing online. Hence, this is very frustrating. 
Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
Hi Ranjan, below is the email I received from Koodowebstore on Jan 19th. It states that they will cancel the account on receipt of the phone in addition to processing the refund. 

Email from Koodowebstore

Hi Lei,
Thanks for contacting us. I'm happy to assist you with your inquiry.

Please accept our sincerest apologies for the delay in my reply as we have recently received higher than expected e-mail volume; however, we are doing our best to solve each of our customer's concerns.

Allow me to inform you that no error was made on the order. The amount that was debited on your credit card is the price plus taxes of the Koodo Sim Card, Your phone was $0.00 due to the activation credit and the tab balance that your chose.

If you still would like to proceed with the return. Please follow the instructions that are given in the return mailer that was already sent to you. you should be receiving it at the latest on Tuesday next week.

Once you have sent back the phone following the instructions and that it has been received correctly at the warehouse, we will be able to proceed with the refund and cancellation of the account.

Thank you very much for your patience,   


Best regards,   

Koodo Webstore 

1-844-566-3697 

Tue-Fri ; 3pm-9pm EST

 

Photo of Ranjan

Ranjan, Official Rep

  • 29,338 Points 20k badge 2x thumb
Hi Lei - I heard back from the team and it looks like everything has been cleared up.
The account has been cancelled and account balance is now $0. Also, a refund was given for the SIM payment back on Feb 3rd, which will be back on the credit card you used to make the purchase, in 3 to 5 business days.

I believe that squares us up now, but let us know if you have any further questions.
Thanks. J

Photo of Lei

Lei

  • 320 Points 250 badge 2x thumb
Hi Ranjan, following your email I called Customer Service again to cancel the contract ( I had called previously but was told that I had to go through Koodowebstore to cancel which turned out to be incorrect advice!). This time round, they canceled the contract for me and adjusted the balance to zero on the account. I'll now wait for the refund on my credit card. Thanks for your help.