Hold times are ridiculous

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  • Question
  • Updated 1 year ago
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I need the extra account number to process my online banking so I can pay my bill. It was due yesterday and I read that I need to call and get that extra digit so I tried . 3 different times yesterday all on hold for over 30 minutes each . Now my payment is late because I couldn't put my payment in so I tried to call all day today about 4 times waiting almost an hour each time and still nothing and I'm getting really pissed off. I get it's busy but they should accommodate for the extra traffic because I'm a returning customers coming back from another company and I'm starting to regret the decision.
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Kaitlyn Marie Sponholz

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  • pissed off

Posted 1 year ago

  • 4
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Ivan, Mobile Master

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Why are you calling in to get your account number? It's right under your name on the PDF of your bill in your Self Serve.

I know that.. I tried I bank with ATB and they require 9 digits and my account number is only 8 I read on this forum before that other people have had the same issue. I don't know how else I can possibly get the other digit unless I talk to someone...
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Dennis, Mobile Master

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If they require 9-digits, just add a 0 to the beginning.

I bank with RBC and I was able to use 8-digits
I already tried that and it didn't work.
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Josie, Employee

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Kaitlyn please contact us through Facebook private messaging to assist you with this.
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Josie, Employee

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You can also pay with Self Serve with your credit card - payment is immediately posted on your account.
No I don't .. just my debit. That's why I've been trying so hard to get ahold of someone now my payment is late and I really don't feel like getting charged / penalized for a missing payment
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Josie, Employee

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OK, we need to generate a 9 digit BAN for ATB.  Contact us through facebook private messaging so that we can do this for you.  
I sent a message hopefully I get a reply quicker then trying to call you guys. This whole thing isn't fair in my opinion now I have to deal with negative consequences for late payments for something that I had no control over . I'm sorry for being so negative but you have a pretty angry customer right now. So much of my time has been wasted because of this.
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Cameron Jones

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Don't see how Koodo is the culprit here when your responsible to pay your account and to pay on time.  If your bill was due yesterday and let's say you successfully paid it yesterday thru your bank, you'd still get late payment charge because it takes a few days for your payment to get to them.  Hopefully you'll get the 9 digit number that ATB needs and you can pay it a few days in advance next month so you won't get hit with late payment charges.  The best way to pay your bill is with a credit card or sign up for pre-authorized payments using your chequing account.
I've dealt with Koodo and my online banking before and never had an issue until now when I came back. Late payment or not the fact that their customer service is so unreliable that I can't get ahold of anyone for two days by phone is ridiculous. Thanks for the help though.