How to make a complaint?

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I am a new Koodo customer. I had been on a prepaid Koodo card for a month. Then Koodo asked if I wanted to become a monthly customer. I said yes. I had already prepaid for the month of March. Koodo signed me up for month to month starting a few days before the end of March. This meant I paid twice for the last days in March. When I got my first monthly bill I called Koodo customer service and asked for a credit for the overlap. Although I got the credit, the customer service agent spoke down to me, which left me feeling disrespected. Some people just make things harder than things have to be. How can a person make a complaint about a Koodo customer service agent?
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Jason Strauss

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  • disrespected

Posted 2 months ago

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Dinh, Mobile Master

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hi Jason,
What was the "spoke down"  and "disrespected" conversation? Can you tell more detail?

I believed all calls are recorded. You could send an email or call again and tell the agent that you wanted to make a complaint.
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Jason Strauss

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The agent greeted me and asked how they could help. I explained my situation and asked for a refund of the overlap. The agent failed to acknowledge that they had understood my problem. Nor did they indicate that they were the correct department to help with my request. Instead they launched into a lengthy explanation to "make sure I understood" technical details of koodo billing cycles. Those details went over my head. I did not understand them or the connection they had to my request.
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Dennis, Mobile Master

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They "talked down" to you, but "those details went over your head"...

Thank god Koodo records this stuff.  I'm curious how this call went
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Bernard, Official Rep

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Jason already said how he felt the call went. Call won't be posted here of course. :-) Call was listened to and rep was provided coach-back. 
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Bernard, Official Rep

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I see the rep you talked to Jason. The call will be listened to and they will get the appropriate coach back. Thanks for your comment!
(Edited)
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Jason Strauss

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Thank you for your prompt reply and for promising to look into this. I had my paperwork ready to setup pre authorized debits but now I'll wait a billing cycle or two to make sure I can trust Koodo.
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Mayalon08 .

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hi Jason, koodo has a reputation for bad customer service and over billing, just be careful!
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Dinh, Mobile Master

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@Mayalon08: you seem to be new in the forum. What was the "bad reputation" that you were talking about? can you be more specific?
(Edited)

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