Horrible customer service.

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  • Updated 1 year ago
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I called Koodo today when I noticed my data jumped from 0 to 79 MB after looking at the hydro website. I have a 100 MB limit and have never gone over. The employee on the other end looked over my previous activity and agreed that I am very good with my data limit. He then told me it must have been the hydro site that used up all my data. He then told me there was nothing he could do and I would just have to watch from now on. ( which I always do) I asked him to get rid of the data usage and he said he couldn't. I told him I would find another provider after 5 years of being with them. He said okay.
Horrible Horrible Horrible! I would of stayed with Koodo for a long time, I even told people to go with them. Never again!
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Sarah Demers

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Posted 1 year ago

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titaniumtux

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@Sarah:

I do empathize, but on the other side of the coin, I know from experience that the rep you spoke to couldn't do anything beyond that.

YMMV, but at best, you could have negotiated that if you were to exceed your data by up to 79 MB's, that Koodo would credit the overage charge. I don't work for Koodo and am simply another subscriber like you, hence the "YMMV".

Sadly, even if you leave Koodo to go to another carrier, you'd get the same customer service, the same conversation in the same situation.

Best to go with the carrier who offers the best mix of rate plan and handset promo for you. To many, that's Koodo, but certainly not for all. On the flip side, in a case like this, you'd get a practically mirrored experience with Rogers/Bell/Telus/Fido/Virgin/etc.

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Sophia, Mobile Master

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Sadly, we are responsible for the data we use, Sarah, there was little the employee could do. Otherwise anyone could claim back data and you hadn't gone over your allotment.

If the "hydro website" has indeed hogged your data and made you use 79MB in one session, you may want to take it up with them if they're willing to compensate you. 
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titaniumtux

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Hydro company will most likely say that they never asked the customer to access their site on mobile data. Hydro companies generally still offer no-cost paper billing, so I doubt they'll compensate any.

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Cory

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Why would he get rid of the data usage? You used it. If it's an issue, pay for a larger data pool. You can easily chew through 100mb on ONE website.

That's like buying a new car, driving it for a week, then going back and demanding that the dealer pay for the gas you burned.
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titaniumtux

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@Cory Z: I agree with you. But it's best to show *some* empathy for a customer who is threatening to leave because they hit an inconvenience they didn't expect. OP will likely change their plan or adjust their lifestyle otherwise they'll end up in the same situation again XD
(Edited)
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Cory

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True, but it's not Koodo's fault the customer has a minimal data plan. :)
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titaniumtux

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@Cory Z I agree with you, just encouring kindness.
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Cory

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All good! :)

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