Lack of Support for a Customer to Make a Payment

  • 2
  • Question
  • Updated 2 years ago
  • Answered
I had signed up for a postpaid cell phone number with Koodo for $95 a month. Upon signing, I explained that while my home is in Canada, I work abroad and need this number active for when I visit, even though it will only be in use for 30 days a year. I specified that I needed an online method of payment via credit card so that I can make payments while abroad.
1. I was not given an account number, so while trying to make the payment online it obviously failed.
2. I called Koodo from Dubai on a long distance call waiting for 15 mins for someone to take my call, with an 8 hour time difference, only to have the automated system disconnect the call without the option of leaving a message. I tried this method twice.
3. I never received a single email notifying me of bills for me to even get an account number
4. no attempt was made from Koodo to contact me regarding payment and all the effort was done by me. Without notifying me, without warning, not a single letter in the mail (my family receives my mail), my account was sent to collections. This is not justified nor is it legal! Koodo needs to acknowledge customers' rights, and respect that as a teleco, they owe their customers proper forms of support. Truly appalling and disappointing to see that this is allowed, Rogers would never do that and they are definitely worth the higher rates (not much higher than Koodo in my opinion!!). It's also rather humorous that a complaint option is not given when starting a thread. 
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 2
Photo of Dennis

Dennis, Mobile Master

  • 187,616 Points 100k badge 2x thumb
You account number can be found on your bill or service agreement when you first signed up (the paperwork given to you). An explanation regarding self serve should have been explained to you

You could have also set up pre-auth payments when you signed up.

I would advise calling Koodo with Skype or google hangouts.


Im sure none of this helps you now.

What was your question?
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
Thanks Dennis. Unfortunately I wasn't given an account number when I signed up. I was told I could sign up online with my cell number and email address. I was also told that I could use my international credit card to make the payment, which from Nabil's response below I was told I could only do so using a Canadian credit card.

I was honestly not even worried about the long distance charges if it meant I could go ahead and pay my bills and maintain a perfect credit history and an active cell number back home. Also, Skype was only recently allowed to operate in the UAE (where I work), and the connection still doesn't work 100%.

There was no question, this was a statement of frustration / rant / information for others who use Koodo or are thinking about using Koodo could refer to. Also, soemthing for Koodo management to see and acknowledge that there is a glitch in their process. I only had the options of question, idea or praise and I definitely wasn't willing to praise them :)

Thanks again!
Photo of BobTheElectrician

BobTheElectrician

  • 62,024 Points 50k badge 2x thumb
Follow the last post on this link if you feel you want to contact Koodo directly without breaking the bank:

https://community.koodomobile.com/koodo/topics/i-need-to-cancel-my-account-i-am-now-in-uk-so-need-to...
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
Thanks Bob, I appreciate your willingness to help. Unfortunately I wasn't even able to access my bills to get my account number. My frustration lies with the fact that even upon signing, my documents didn't mention an account number. The rep at Walmart told me I would be able to sign up with my number and email address online and receive all of the information. My initial call in August 2014 (when my first bill was due) was to inquire about how I can get my account number and I wasn't even able to get to a rep over the phone.
Photo of Nabil

Nabil, Employee

  • 6,640 Points 5k badge 2x thumb
Hey Chantz,

Thanks for reaching out to us. We do understand the situation and we will assist you the best we can. Do you have access to your Self-Serve? From the Self-Serve, you should be able to get your account number (Login to Self-Serve > View my bill > Download bill (PDF)) and you also should be able to pay your bills with a Canadian credit card (Login to Self-Serve > View my bill > Pay my bill). You'll also be able to set up your notifications for your bills (Login to Self-Serve > click on Change Address > Change Bill type / Notifications). If you want to talk to a rep, give us a call and press 0 at least 3 or 4 time and you'll reach a rep.

Thanks
(Edited)
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
Please feel free to check calls from your team, as there will be no inbound calls to Koodo from me since I wasn't able to get through. Also, please note that I told the rep who sold me the plan, that I will be oversees as of the 3rd week of August and she assured me it would be no problem since I can complete every necessary transaction online. I was not under the impression that I needed any roaming or international plans to avoid any issues. Also, I provided my home phone number in Canada where relatives could have answered calls to take messages on my behalf and they would have informed me if they received any calls. If a collections agency was able to send me an email, I don't understand why it would be complicated for Koodo to extend the same effort?

If you feel that you can improve your service for existing and potential customers to avoid this in the future, and would like to investigate further, kindly provide me with a way to reach you so that I can give you my account details (now that I have them).

Thanks again Nabil.
Photo of Nabil

Nabil, Employee

  • 6,640 Points 5k badge 2x thumb
In order to be able to look at your account, we need you to send us an email from this link: http://koo.do/11eMLdy. Just make sure to select "Social Media" on the form.

Thanks Chantz
Photo of Dennis

Dennis, Mobile Master

  • 187,512 Points 100k badge 2x thumb
Sadly if the Walmart employee gave you wrong info, it is difficult to correct.  Walmart employees are not usually the cream of the crop and Koodo does not dictate walmart hiring.

Which walmart was it?
(Edited)
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
South Keys in Ottawa, but i was under the impression that she was a Koodo employee placed at a Koodo desk in Walmart, but that's a pure assumption on my part. It was definitely my fault for also assuming someone would have to be trained to sell services, or at least say "I don't know" when asked a question they couldn't give an honest answer to. These deficiencies in customer service are what I expect to face in the middle east where credibility is often overlooked in favour of higher sales, but not back home where customers have rights!
Photo of Tiz

Tiz

  • 4,604 Points 4k badge 2x thumb
It is quite surprising that Koodo don't make sure that people, who are dealing with Koodo's products and services, do know what they are talking about.
Quality?
Photo of Robert

Robert, Mobile Master

  • 103,784 Points 100k badge 2x thumb
Next time when you call Koodo, you could use Skype. Calling toll-free number is free when you use Skype! 
Photo of Tiz

Tiz

  • 4,604 Points 4k badge 2x thumb
Unfortunately Skype does not work, or does not work 100%, from the Country where the call is originated.
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
Skype was prohibited in the UAE when I had the issue. It was only recently allowed to operate, and with a very bad connection I might add. Thanks though Robert
Photo of Chantz

Chantz

  • 164 Points 100 badge 2x thumb
My accounts would have been in order had I been able to access my account at all. My issue is with Koodo not following procedures of ensuring a client is aware that their account will go to collections as of a specific date. I didn't pay Walmart nor sign a contract with Walmart, I did so with Koodo. They need to own up to their responsibilities. And I have since checked if Koodo employees at Walmart are hired by Walmart, they're not: the Koodo team is hired by Koodo and placed at certain locations. I think you you should visit a complaint forum dedicated to Walmart and discuss your underlying concerns with them.

BTW I don't have any problems with my Rogers Home Bundle that I pay for monthly despite not being in the country :) Rogers provides proper platforms of support and they actually answer customers questions accurately.
Photo of Dennis

Dennis, Mobile Master

  • 186,962 Points 100k badge 2x thumb
Koodo kiosk employees are hired by Koodo.

If they work for a 3rd party retailer like Best Buy, Wow, Wirelesswave, The Mobile Shop, Walmart, etc.  They are hired by those retailers and sell any wireless services from any of the carriers that they provide.  Your walmart employee can sell any walmart product including services by any wireless carrier that they carry.  Trust me that Koodo would not hire staff to sell other carriers that they have (Bell, Virgin, Rogers, etc).  
Photo of Tiz

Tiz

  • 4,604 Points 4k badge 2x thumb
It is good that you never had an issue with Koodo. I can mention just a couple of issue I had. Leaving for Europe I bought an unlocking code for my phone. Well, it did not work and when I came back I had to spend lots of time with a Koodo rep to get the matter settled. Of course, at that point it was absolutely useless.
Second. Right this month, two days after the beginning of my monthly allowance of 500 MB, 250 MB where already gone. Never happened before, I am always paying attention to the usage of my voice and data. I called Koodo and the rep from the height of his throne told me that THE SYSTEM " said so and it had to be so". Koodo does not even take into a consideration a mistake from their side, the are God and infallible.
So, Dennis, good luck with your trust in Koodo.
Photo of Dennis

Dennis, Mobile Master

  • 186,962 Points 100k badge 2x thumb
Oh They are fallible.  Their website sucks as does their self serve (incomplete).

Again lesson learned is to unlock the phone (testing the unlock code) before leaving the country.  That was what I did.

For Any data discrepancy I would take a screen shot of the data usage history for the period and compare to the Data Usage on Koodo to show to Koodo.  I think that would be definitive proof
Photo of Tiz

Tiz

  • 4,604 Points 4k badge 2x thumb
Thanks for the suggestion.

This conversation is no longer open for comments or replies.