Koodo suddenly suspended my service!!

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  • Updated 1 year ago
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I recently had these problem. Koodo just ruined my situation. I just got a message from koodo that my service is suspended due to suspicious usage activity!! what the hell is that??
My father
passed away couple of days ago and I had to call a lot to my backhome. Koodo gave me 1000 min addon and I have full right to use these minutes. but they suddenly without giving me any reason, texted me that they suspended my service. And in my important time, when my family needed me, koodo totally disconnected me from my family and friends. it happened on 29 october and it is 1st november. I sent them IDs but still they didn't connect  my service!!!! highly dissatisfied with the service. for sure, I am going to move away from koodo. they are not good and efficient. They ruined my situation totally when i needed the service most.!
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Someone2016

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  • Extremely upset!

Posted 2 years ago

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Macadacious

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Give em a call and ask why they suspended your services. Im sure theres a reason or was a mistake
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Someone2016

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Do you think I didn't? I called them at least three times about it and they don't give reason. Told me to send id photos and said it will take some days. Like WTF!!! I did send the IDs by email and still no answer yet from them! Completely dissatisfied!! I am sure bell service is way better.
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Someone2016

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Called them. Worse service as I said. Waited for 54 mins and still waiting , no one receive call. !! OMG
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Jonathan Toney

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Unfortunately, your service was terminated. Fortunately, they're watching your calling pattern and it's not looking like something you would have done. To me, that's intervention on the part of koodo. You may not be happy now. But in the end, you'll see things happened for your own good. I've seen it so many times. Try being a little more patient and it will work out for your good. Customer care at koodo is better than most other companies. Do give them a chance to resolve this challenge, my friend.
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Garry

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As much as people on this board try to be helpful, there is a "cult" mentailty that Koodo is the best and can do no wrong. 
There is absolutely no reason for this type of cancellation/suspension. I would venture to guess that this action could even be considered breach of contract on Koodo's part.

When I use my Visa excessively which is generally out of character, Visa calls me ask confirms that I'm the person doing the purchases. This is what Koodo should have done. 
It's not toodifficult to send the phone a text message saying that action is required immediately TO AVOID SERVICE DISRUPTION!

Sorry to the poster that suffered from these unjustified practices. There is no excuse, and anyone trying to say that it is beneficial........ should take their blinders off.

Put yourself in this persons shoes!!!!!

Pathetic.
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Jonathan Toney

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You made a good point about being warned. I don't know the full story as to what happened in this particular situation, Gerry. But I'm sure with the right attitude dealing with the agent, they'll find a solution. This is not to say it's not a total inconvenience the gentleman faced. Anger, sarcasm and aggression wouldn't reinstate the service. My comment was based on the possibility that the Company terminated the service because it was looking out for its customer. Koodo is an entity, the workers are their representatives and we are Kodoo's eyes and ears. No entity is without its faults. That's why we talking about it and giving feedbacks can lead to an overall improved Company.
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rene tremblay

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I was never warned . they just cut me off
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rikkster, Mobile Master

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In this day and age where identity theft and fraud run rampant, I think it's a good idea that Koodo is taking steps in preventing yet another customer from becoming a statistic. I think Koodo is simply erring on the side of caution. You have to look at it from Koodo’s perspective. They don't know who you are other than what you've provided in terms of identification and they are not privy to what goes on in our personal lives.

Customer purchases a 1,000-minute add-on and all of a sudden Koodo notices usage that normally doesn’t occur on this person’s account. Is the phone stolen? Is someone else making calls unbeknownst to the owner of the phone? Is the person on the account who they say they are? For what it's worth, Koodo is justified in conducting an investigation if they detect or suspect suspicious activity on the account.

Now, before you start thinking I’m all 'pro-Koodo', I do question the amount of time it takes to resolve matters such as this. Once identification is submitted, verified and everything checks out, service should resume immediately or pretty close to it. Waiting three days, while keeping the customer in the dark wondering when service will resume, is enough to make anyone livid.

Perhaps a dedicated hotline is needed where customers can call in to have identification verified and service restored, whenever an account is flagged for suspicious usage activity. My thinking is that this will hopefully alleviate the longer than usual wait or response times experienced when attempting to call in, or while waiting for a call-back from customer service, (*611).

Official reps or employees often frequent this community. If the OP is still with Koodo, a rep may be able to look into this further to figure out what's going on. There’s not a whole lot we can do here as we're simply customers helping other customers. I'm hoping the OP will reconsider. If not, we can't force he or she to stay and all the best with your new provider.
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Julie, Official Rep

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Hey Someone2016,

What you are going through is definitely relatable and we understand that this has happened at the worst moment for you. We would truly love to ensure the process goes as smoothly as possible going forward and we invite you to send us a private message on Facebook or Twitter to ensure we can help you as much as we can.

Thank you for your patience and understanding, it's not going unnoticed. 
 
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Someone2016

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To be honest with you, you made a big mistake when you took the service with them. I am sure they suspended your service because you called international using your 1000 min add-on, am I right? They give the service and then suspend the service for using it. !! Crap! You can get the service back whenever they want. It can take some time. My suggestion is get rid of them and get a similar service from other operator; not Koodo or Telus.
I will hate them till the end of my life! They suspended the service when my father died and I needed to call my family. I was disconnected suddenly at the day my father died and it was off for more than a week.
But for any reason if you love Koodo, stay with them. I hope they will get better in future and won't shutdown someone's service without any confirmation.
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Roman Shikder

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You r absolutely right, I was talking to my mom for 40/50 min international call as I had 1000 min. I thought I am the only one with this type of issue but u suffered more than me.....
Could u please tell me which email address you sent your documents?
Can I buy a sim from another operator ? Customer cares told me that my profile is under investigation... so if I buy different service, they'll also suspend me.
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Cameron Jones

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You need to unlock your phone to use a sim from another operator.  I hear your frustration and the reps probably don't have access on the details you're looking for.  Escalate to a manager
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Dennis, Mobile Master

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Roman, Have you messaged Koodo on Facebook to see the status of this?
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Someone2016

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Mr. Roman, you might have already sent your documents to them. contact  their facebook page if possible, which might help things go faster. Don't buy any sim at this moment. Wait for your line to activate and their reply. Remember, if unnecessarily they did it, you have full right to fight against any operator. As long as I know, the things like these they do, is totally out of between koodo and your agreement. Read the agreement paper you got when you took the connection.
again, I think contacting through facebook could help you.
and also, this is not true that if you buy another operator sim, they will suspend you too. this is BS. every opeators agreement is individual and they check your credit records and file in their own way. so you can go ahead and buy different line for sure. but I would wait if i would be you. because this is incovenient. if your number is not published so much, then in future if you have plan to switch, then take a new number.
again, wait for some time. ask koodo if they can activate your line faster.
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Roman Shikder

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Sorry...could u please tell me what do u mean by " Escalate a manager" calling *611 ?
And to unlock a phone, they said I can do that after 3 months.
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Cameron Jones

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When you call in tell the rep you want to speak to a manager because if you sent in the info they asked you to, 13 days is way too much