Koodo cheated by offering $10 off their most expensive cell phone plan that I never got...

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I subscribed to a promo offer of Koodo ($10 off their $48 plan for 12 months) in December in Saskatoon. It's now April, and no I am still being charged $48+tax. The first month I called Koodo, and they said the promotion will kick in from 2nd month. I called Koodo again in the 2nd month, and again the same reply, promotion will kick in from 3rd month. I called again in 3rd month, and again the same reply, promotion will kick in after 3rd month. What a way to defraud customers... had been a very happy Koodo customer for 3-4 years, but this experience has led me to hate this company. Worse still, I created an online profile (self-serve) to see my bills etc. Worked like a charm initially, but now I can't access anything in there. Overview says I have nothing due, Billing just brings up a video explaining some shit, while all other columns are blank. Called tech support, they tried a soft fix which didn't work, and they haven't called me back since. As much as I used to love Koodo and recommend it to friends and family, I abhor this company now for it's cheating practices.

BEWARE EVERYONE... I believe this is another fraud company!
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Harman

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  • Frustrated and feeling cheated..

Posted 1 year ago

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Allan, Mobile Master

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If you dont get it on your next bill then i would contact Koodo again. (I would suggest messaging on facebook or twitter over calling in). Usually with deals like this they say it will take 1-3 months to be applied.

As per your self serve issue have you tried a different browser or accessing the site via a computer (assuming you used a mobile device)
(Edited)
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Harman

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My question is why 1-3 months and why it wasn't told to me when I got the plan or written anywhere when I got the plan?

I tried accessing self serve on my computer only with firefox as well as internet explorer... same results.. 
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Ranjan, Official Rep

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Hey Harman - sorry to hear about your experience. I'm familiar with the promotion and it indeed kicked in by the 3rd bill for most folks. This part should have been made clear at the time of activation, so apologies if The Mobile Shop didn't communicate this at the time. I see that you're expecting your 4th invoice in a few days, so I get your frustration. I can verify that I see the discounted code added to your account and you should see this applied to your next invoice, which will be available shortly after Apr. 11 (when your new billing cycle begins).

With regards to your self serve account, I see that a tech agent indeed tried trouble shooting this with you, and since they weren't able to resolve the issue a ticket has been opened to further investigate.

I get how two back-to-back 'issues' like this can leave a sour taste in your mouth, but hopefully once you see your next bill, and the self serve problem is fixed, we'll be able to redeem ourselves in your books.
(Edited)
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Harman

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Thanks for your quick reply, Ranjan! What peeves me the most is that not just the mobile shop I got the plan from but even the Koodo customer service I talked to every month since never informed me that the promo will kick in from 4th month, otherwise I wouldn't have even got the plan in the first place as I am not a big phone user anyway.... also frankly saying, I don't see a reason why it can't kick in as soon as we subscribe to the plan? This is no way to treat and retain any customer.. let alone a long-time customer like I am....
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Ranjan, Official Rep

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That's odd.. I see that you called in on Jan. 14th, and the notes state that the agent shared that the discount would be applied on the 2nd or 3rd invoice. The next call after that was on April 1st and the agent confirmed that the credit has been loaded on your account and that you'll see it on the upcoming bill.

But nonetheless, I agree - it would be much easier if the credits kicked in by the first full month.. That feedback has been shared by others, and shared with the appropriate folks on our end. I too hope to see that implemented in the futuer. 
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Harman

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agent shared in Jan. that it will most likely be applied in 2nd invoice... i called sometime in early March again and then it changed to 3rd invoice.. and now I am waiting for my 4th invoice and still nothing....
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Dennis, Mobile Master

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Next time message us here.  It sucks having to wait on hold every time to call in. We would have told you it would be the 3rd month and that if you dont see it by the 4th month, that you would need to contact Koodo.  The call center reps were probably a little too optimistic

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