In-store (lack of) payment options

  • 5
  • Idea
  • Updated 4 years ago
  • Implemented
It would be truly fabulous if, when I went to a Koodo store to pay off my overdue bill and switch to Tab Medium, I could actually do so with something OTHER than a credit card. I have debit, I could get cash, but nope - Koodo store says credit card only. That's a) completely obnoxious, and b) utterly inconvenient. I called Koodo whilst standing outside a Koodo store to inquire about this idiot situation, and the only advice I got was, "Go to a grocery store in the mall and buy a prepaid VISA card to do it." So not helpful.

Could we maybe work on that one guys? More payment options?

All this means that, instead of walking out of that store with a new phone and continued customer loyalty, I am now frustrated and having to wait for an online payment to clear so I can THEN go get a new phone - which, maybe I now won't do given that this was made so annoying.
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lonita

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Posted 4 years ago

  • 5
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Jonathan I, Mobile Master

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While I'm not going to disagree with having alternate methods of paying the bill in store, I'd like to point out that the other companies also won't let you upgrade until your past due amount is cleared.

You could also look into setting up pre-authorized payments from your bank to Koodo and have them come out a week before the bill is due to avoid having it go late.
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Ahmad

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"which, maybe I now won't do given that this was made so annoying."

That's not going to make them add more payment options.

You're upset that you didn't know about Koodo's policies, etc and assumed you could pay in-store with debit or cash. You didn't call the store beforehand or customer service to inquire about payment options. Nor did you look on Koodo's website for available payment options (which it does list in what ways you can pay). Even a google search "Koodo payment options" comes up with the answer.

As a customer, you can't assume things and you need to ask questions.

None of the inconvenience was caused by Koodo, really.
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lonita

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I wasn't planning on upgrading without paying the bill. I was trying to pay the bill. That's the problem.
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lonita

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I have never, in my life, encountered a store that offered only this as an option. It is not normally how I pay my bill. Normally I do it online. I happened to be near a store at the time.
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Jonathan I, Mobile Master

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As far as I know only Rogers and Fido stores allow you to pay your bill with other methods in store. I don't know about Bell and Virgin. Telus is the same as Koodo methinks.

Again I'm not saying I disagree with your idea but you're making it out to be a huge problem when it doesn't have to be. I get it, you were near the store at the time, but maybe they have a good reason for it?
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Jennifer Posylek

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You should certainly offer a debit option to your customers. it's as good as cash!!!! with very little transaction fee incurred to the retailer .10cents for every transaction (whatever the price of the transaction), as opposed to a minimum of 1.75% on the purchase price of a new upgrade or payment price on overdue accounts with credit cards using the point of sale machine (a much bigger expense to Koodo). Don't understand what "the good idea could possibly be". you should be able to go to any Koodo Kiosk or store and purchase, update, pay past due accounts ect. using if nothing else.... debit!!!!! period. If no one else is doing it.......then by George be trendsetters people!!! it costs nothing more to you.....you already have a POS machine for credit in place.....negotiate with your banks and get debit added on....your a multi million dollar company for goodness sake.....no more excuses. You must want people to pay you conveniently right????
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Curtules

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As a brief summary of what I already said here, Koodo doesn't offer debit or cash payments of your bill at the kiosks becasue Koodo doesn't want you to pay at the kiosks at all.
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Curtules

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There're reasons that Koodo doesn't allow debit and/or cash at the store. I'm not saying they're necessarily good reasons, but they're there.

Cash is not allowed because of the large amounts that would be handled, hundreds of dollars for bills and phones adds up quickly, which would make the kiosks obvious targets for robbery. Telus/Koodo obviously wants to avoid this, which I must say is pretty smart.

Debit, and partially also cash for this reason too, is not accepted because then there would be too many people would go to the store to make payments and for no other reason, adding too much workload to the dealers which would then eventually require the hiring of more dealers. Like any business Telus/Koodo wants to get away with having the lowest number of employees possible, maybe not the most customer friendly policy, but it helps keep the price down.
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Jonathan I, Mobile Master

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Now I'm going to play devil's advocate here. I don't think potential theft is a good reason to not allow this. Koodo shops are only inside malls. There's security guards and video cameras which can easily identify someone's face these days, lots of potential witnesses, and a long route for someone to go through to escape. It's really not an ideal place to attempt theft.

Too much workload for the dealers? Please. There's plenty of downtime. Making a quick bill payment for a customer wouldn't take too much out of their day.
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Timo Tuokkola, Mobile Master

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There is plenty of downtime during the day, that's true. The problem is that customers do not space themselves out to fill the downtime. They all tend to show up within the same 30-60 minute stretches (coffee break, lunch, after work).
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Curtules

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Theft is one thing, but I assumed that they were more concerned with armed robbery. A few unarmed security guards aren't going to be much help there. Though, this is Canada, not the US, that statistically shouldn't be a big concern, it would at the very least shoot their insurance premiums way up and require them to pay for their own security systems.

Also a quick bill payment for one customer is one thing, but believe me, as a tech support representative the amount of calls I take in regards to a customer's bill (not my job but I help them anyway) does indeed hinder my ability to help customers with actual tech issues during peak hours.
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Mayumi, Mobile Master

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As an Idea of "payment options", I like to use my debit too :)
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Mark Kokolsky

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If you have debit, why don't you just set up online billing through your bank. Then you could even make payments using your banks mobile app. Ive never felt the need to pay a cell phone bill in a store. And with the banking apps and websites you can do it wherever you are, even at home in bed.
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Sumaya K.

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Hi folks, We now accept VISA Debit as a form of paying your bill and topping up through Koodo Shop and Self Serve :)

Cheers,
Sumaya

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