I am very disappointed in Koodo Facebook chat! I wanted to ask a question about my order and instead they cancelled my order without consent

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So I've been on this Koodo community since last night and all of my questions haven't been answered. Instead I've been pushed around by 'mobile masters' to basically ask someone else. I just waited hours after asking a question on Facebook chat about my current situation just to find out that the person I spoke to talked to someone from the webstore team and cancelled my order. I specifically said that I wanted to know what was going on with my approval because I needed a phone asap, not to go and cancel my order. My transaction was already made from Koodo, and I was just waiting on approval...so now I have money missing from my account and a cancelled order! I really don't know what to do because I feel hopeless asking when I am not getting any answers. I am really starting to regret switching phone companies! 
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Amber Linn Eveland Rodrigues

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Posted 1 year ago

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Ranjan, Official Rep

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Hi Amber - sorry to hear about your frustration. For what it's worth, I see that you were able to get some guidance on your question about your credit check, and also on how to contact us via Facebook.

Looking at your Facebook message your concern was framed around getting a new phone ASAP and you asked if it would be quicker to get a phone in-store or by purchasing online. For reference, it's always quicker to get a phone in-store (unless it's a web only phone), because it will take at minimum 3-5 business days to get your web purchase. In an effort to help, the agent did cancel your order so you could go to store to get your phone quicker. That said, it does take appox. 3 business days for the refund to get applied to your account. 

My suggestion at this point would be to go to your nearest corporate Koodo store. to activate your account and get a new phone. If you're unable to afford the up-front cost until the refund is received, you can get any phone currently available for $0, and then go exchange for the phone you wanted once you receive the refund (we'll work out the adjustment on your account on our end after if prices change by then - i.e. we'll honor the current price).

Since you already created a tentative account during your web purchase, the system should flag this during the activation in store, and should be able to complete the activation by linking to that account, but the rep. may need to call in to get this sorted (this area is a little grey to me because I haven't experienced the exact same scenario). But all that said, picking up the phone in store will be the quickest way to get a phone.

I hope that helps. Let us know if there's anything further we can help you with here, or by replying back to the Facebook message.
I'm still a little confused, so basically I can go to the store and pick out a $0 phone till I get a refund? Would I be able to pick out the same phone? And same plan? How abouts would I do that when they would have to charge me again from the store. Also do I have an account they can view. Not to sure what a tentative account is.
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Ranjan, Official Rep

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Hey Amber, you can basically select any phone you want. If the one that you want isn't for $0 then I'm suggesting that you get one that is for $0 until you get your refund. You should be able to pick the same plan as long as you meet any minimum spend requirements for the type of tab that you're getting. They will only charge you in store if you're picking a phone that isn't $0. The active account comment was more of an FYI for you, the store will know what to do with the tentative account. You'll just need to explain the situation so they have all the details.

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