I need to talk to an agent

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  • Updated 5 months ago
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I keep calling koodo and getting hung up on! What happened to being put in a queue?!
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Till Foxburr

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Posted 5 months ago

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Bernard, Official Rep

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What questions do you have? You may get an answer here from all the other folks? 
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Till Foxburr

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No questions. Complaints. I'm on my last nerve and I need to speak to someone who can make changes.
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Bernard, Official Rep

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You can complain here too Till. We are very transparent about customer issues. Go ahead. 
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Till Foxburr

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Ok so it starts when you miss a bill or 2. Your cap is hit and your phone is turned off. You get it turned back on, make payment arrangements. But now you have a 35$ reconnect fee. Then you miss one bill. You think you're ok. But nope, you had that reconnect fee, phones off again. You pay your bill plus some. But you're still behind. New bill comes. You're over again. New reconnect fee. It's a spiral and I can't get out of it. I'm on subsidy. I can barely afford my phone bill as is. But if I need something more than my bill, like a new jacket, this happens, and there's no way out. Not to mention that my bill alerts are spotty at best.
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Bernard, Official Rep

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Till, is your account under the name you posted here? I want to take a look at the sequence of events and see what happened.
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Goran, Mobile Master

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I'm sorry to hear. To start with, if you're not always getting bill alerts, besides taking it to Koodo to see if something is missing behind the scenes, you need to proactively record when your bill is due in a calendar or on your phone as a reminder so you don't miss anything. It's gonna be due the same day each month.

You can absolutely speak with Koodo about payment arrangements if it's too kuch to pay at once. Maybe even get some fees waived if you're already paid it a few times. You can also get a lower priced plan or switch to prepaid so this does not happen.

You could call #227 to reach the billing department from your phone and work out an arrangement
(Edited)
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Till Foxburr

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My account is not under the same name, it is Julia Cutler
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Bernard, Official Rep

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Ok, so I looked at the last four months of your activity. The reconnection fee was only charged once as the line was suspended in December. It looks like in December you went way over the amount of minutes included in your plan which created the extra charge and likely made you fall behind. :-(  The plan you have still feels like the best one for your needs as long as you can take advantage of the free periods in the evenings and weekends for talking. 

We do send lots of notifications and I can see they reached your phone. In your case because of the spending limit on the account the notification go out to remind yo how close your are to that limit. The bill notifications may have been not noticed because of that, but I'm not sure. 

Indeed you could make a payment arrangement by dialing #227, although, if at all, possible it would best if there was a way to catch you up and not have to carry forward the expenses which will continue to keep you too close to the limit and risks suspension again.

You may also consider switching to a pre-paid plan (if it makes sense). Not sure in your case it does, but I don't have all the details.     

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