How do i get Koodo to honour a bill credit offer?

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  • Updated 3 weeks ago
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Koodo offered me$200 to upgrade phones but now won't honour the offer. Spent over an hour on hold just to be hung up on. Sny ideas, because they dont seem to care about me.
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Lorne

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Posted 3 weeks ago

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Allan, Mobile Master

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Do you have any proof of the offer?
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Lorne

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Yes. I copy and padted the text offer, and emailed it to myself. I called, spent over an hour on hold, only to be given a serious runaround.
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Allan, Mobile Master

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Message them on facebook (m.me/Koodo), and send them a screenshot of the offer you recieved.
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Lorne

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Thank you
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Bernard, Official Rep

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You were asked by our reps to share what you claim you received. Why don’t you just post the text here so everyone can see it? A screenshot of your phone.
(Edited)
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Lorne

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I dont have a screen shot. I received the offer over. A month ago via textb and its on my old phone. I naively expected Koodo to honour their offer, and not have to go through all of this. I guess long term customers just dont matter.
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Allan, Mobile Master

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If Koodo doesn't have record of it and you have no proof then there's unfortunately not much that can be done.
(Edited)
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Lorne

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Koodo: Hey (my name), we've extended your special offer until May 31! Upgrade your phone at your closest Koodo location and get up to $100 in bill credits on select phones with Tab Medium or Tab Large. Or, upgrade online and receive a BONUS $100 in bill credits (up to $200 in total)! Redeem now through Self Serve http://koo.do/yourspecialoffer. Conditions apply. You're included on the list for Koodo offers and deals. To be excluded, reply unsubscribe or visit bit.ly/UctlZt
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Mats

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Bill credits happen right away. They also show on your order details in the email Koodo sends you after upgrading. If they dont show in the order details you wont be getting them unless you contact Koodo and they fix it.
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Dinh, Mobile Master

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@Lorne:
I followed the credit on devices closely with my account. I rarely saw a medium Tab got above $100 bill credit. $200 was for large Tab. Also, the LG G6 didn't have much $bill credit if it was a $0 with medium Tab. There was some promotion with the Samsung A8, iPhone 6s ($100-$50). In my case, those bill credit was for upgrading the current phone only.

If the bill credit was there, it showed up when I checked out. It wasn't something hidden and required extra effort. 
I would suggest you look into the order and mail and see if there was any confirmation of the bill credit. The text said "Up to" and on "selected devices" so you would need a proper proof.
(Edited)
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Lorne

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It was supposed to be up to $100, plus $100 if it was upgraded online. There should be something for the phone, and the $100 because i did it online. I cant get anyone to help. I reached out to Koodo on Facebook, but ive just been ignored.
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Dinh, Mobile Master

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What was the exact amount did you pay? and what was the credit that you are looking for?

If you are looking for whatever credit, then you would have to wait for them to respond anyway. When did you contact them? you could also try a call back setup through the koodo webpage.https://www.koodomobile.com/help/
(Edited)
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Dennis, Mobile Master

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When did you reach out to Koodo on facebook?  It is a long weekend.  I would wait for them to reply to you sometime by Tuesday
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Lorne

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Too bad no one actually employed by Koodo didn't take the time to help out a paying customer.  I guess all the times they pretend to care, it's just lip service.
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Bernard, Official Rep

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The continued abusive language towards our reps doesn’t help Lorne. Once your account is validated someone will take a look and provide an update.
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Lorne

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Tell me how you would feel in my situation. A long term customer acts on a promotional offer, only to be forced to fight for answers regarding a promised bonus, and to be left waiting on hold for over an hour.
Every indication i get from this situation is that Koodo figures i will just give up and go away if they ignore me. That's the feeling i get from this. I have received absolutely no indication that anyone cares about either me or my situation.
Had anyone, at any time, said to me "i want to fix this and make it right", there wouldn't be any problem.
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Dinh, Mobile Master

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Lorne,

I am a customer like you, here is my take on this.
It is ok to be angry & frustrated. If you saw many posts in the forum, you weren't alone. However, I don't think you were ignored. They were just busy than normal or you were in the queue to be process. It was just the wait not ignorance.

However, you were asking people to respond to your request in a professional way by abusive languages. You had some reasons for it and you thought you  deserved it. I don't think it was right. If you are not happy with the service, you could have many other way to dispute, contact Koodo or even go to CRTC to make your case. I recalled last night, you posted one topic and you said "f... all ". I was a customer like you, and heard all of that. Did I and other people here deserve it?
(Edited)
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Dennis, Mobile Master

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There are also steps and processes to go through to resolve your issue.  Considering the fact it is a billing issues and not a network connection issue (your phone works for emergency situations) and that it is Canada Day long weekend, I would take it up with them on Tuesday.  Just enjoy the long weekend
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Bernard, Official Rep

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@Lorne, like some of the other customers mentioned it here already, the LG G6 on Tab M was not included in the bill credit offer for $200 and instead was part of a different offer for an immediate device discount. Which you did get. It was a choice customers made $200 bill credit for selected phones or a $200 discount on selected phones . No one can have both.

Someone will also reply back to your message on Facebook. 


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