Koodo cancelled my account without any explanation

  • 1
  • Question
  • Updated 4 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Koodo cancelled my account without any explanation a week ago.
I called Koodo's customer service and they asked to send two pieces of ID by fax to 1-866-956-4844 and I did so last Tuesday.
I keep wondering why someone did not contact me by phone, email or text and ask me for this information instead of blocking my account.
Until now I do not know why my acount was blocked.I have called Koodo several times but the agents do not give me any specific information no even a confirmation that they have received the documents. They just keep telling me that there is no way to know and that I should wait until someone contact me. How long should I wait? They do not know either
Photo of Rita Portocarrero

Rita Portocarrero

  • 70 Points
  • frustrated

Posted 4 years ago

  • 1
Photo of Chris Petersens

Chris Petersens

  • 47,266 Points 20k badge 2x thumb
That sounds like there is something up with your account. Like a possible fraud or something. They must be checking things out if they asked you for ID. How long before they figure things out I have no idea though.
Photo of Dennis

Dennis, Mobile Master

  • 196,140 Points 100k badge 2x thumb
That sounds weird. They should at least give an explanation
Photo of Mayumi

Mayumi, Mobile Master

  • 115,066 Points 100k badge 2x thumb
Why they asked you to send your ID by fax?
What was it for?
Photo of Hello


  • 60 Points
It's TELUS' Fraud department. That's how they work. They close your account without contacting you and you're lucky if you realize it and contact them in time! After you sent the documents they asked for, it shouldn't take more than a day for them to reactivate your account, if everything is right. Send an email from this link: https://secure.koodomobile.com/accoun... , they're usually more helpful than phone reps.

You could also file a complaint with the CCTS. The Wireless Code says: "If a service provider disconnects a customer in error, the service provider must restore service to the customer by the end of the next business day and must not impose reconnection charges."
Of course, assuming you did not give them any false information about your identity.
Photo of Cameron Jones

Cameron Jones

  • 6,960 Points 5k badge 2x thumb
Rita hang tight, like Hello said, they'll reactivate you if everything is right. Writing isn't going to speed things up, these reps have the same info as the phone reps. Recommend you call them back and ask them how long this is going to take since you've sent ID by fax!
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
Regardless of whether the cancellation is justified or not, a reason should be given if contacted. Someone trying to scam isn't very likely to expose themselves by getting in touch with the company. If something like this happened to me, who only has a cell phone, this would be a major problem.

This conversation is no longer open for comments or replies.