Locked numbers

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Bought 2 plans with koodo 2 days ago, immediately both the account for me and my wife were locked because apparently somebody typed my drivers license wrong, my backup contact was my wife's phone, told they can't cancel me, and I can't have service since your backup number doesn't work, been on the phone for hours across 2 days, everyone says "sorry can't help you" and "no you can't have your number back". This is pathetic, how do I just get my number back so i can quit since nobody can fix this?
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Dimitri Phalen

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Posted 1 year ago

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Chad Burr, Mobile Master

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Send Koodo a message via Facebook messenger or through Twitter direct message.

They'll attempt to validate your identity and try to figure out this mess.

Sorry you're having this experience.
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Dimitri Phalen

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I've been trying... koodo has locked both my numbers, so i keep being told I need an active contact number to get this fixed. I sent proof and documentation 2 days ago, one phone rep told me i should go buy another phone line so fraud dept can contact me, beyond stupid
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Chad Burr, Mobile Master

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If you already have a koodo phone...go grab a koodo prepaid sim $20 but comes with a 20$ account credit. Throw that in your Koodo or unlocked phone and you'll have an active number to be contacted on.
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Julie, Official Rep

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Hey Dimitri! 

Seems like everything has finally been resolved since the last 3 days now. We didn't intend to cause such an inconvenience, we understand how it must have felt. Know that our intention was only to protect the security of your information which is why we took these measures. 

In any case, as long as the documents that you send us are correct, your line will be resumed without having to be contacted. 

I'm sure all will go smoothly from now on. We're here if you have any other questions!

Have a beautiful day :).  
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Not Jean-Pierre Blais

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I think you need to update this procedure that you have at Koodo AND TELUS. (I guess they are the same people taking care of both brands?) I experienced it first hand myself back in 2014, and have read about a few other people since then. When an account is first opened and there is something that looks wrong, the fraud department cancels the account without contacting the customer to give an explanation. Customer learns the reason and what they need to do only after they contact your customer service.
Kind of unrelated to Koodo, but shows how absurd it is: I sent TELUS my previous TELUS bill to prove my address, which was something they could already see because the accounts were linked.
your line will be resumed without having to be contacted. 
just like how it was cancelled without being contacted.
(Edited)
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Dimitri Phalen

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It wasn't until my fifth call someone was able to tell me where to send those documents, your procedure if you can call it that is pathetic, every customer service rep literally told me "too bad you don't have another number, your account will simply cancel if you wait until the 22nd" which is a full week without the phone number all my work contacts have and I actually needed and lost hours and pay at work due to this. Or I was told go buy another phone number so they can contact you to fix the first phone number. I rarely get to use words like retarded but here we go. Had I simply done nothing in my first FOUR HOURS of calls I'd have not got this solved, so take NO CREDIT on this. I had to badger and bother and annoy your reps so long someone finally told me "i'm not supposed to give you this email, but here's the email your documents need to go". So god damn stupid. I don't get angry on the internet ever, you've broken that. You have no actual procedure for this, except "we'll call you wife's phone, oh wait, we cancelled that too, too bad". So don't say nice things and act like Koodo/Telus has done anything right here. Thankfully I didn't get phones just BYOD service, I won't be staying past the end of the month I paid for.

Wipe the smile off, it's a lie.
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Jan Hope

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Dimitri has right to be upset about it even all of these procedures are designed in a good faith to prevent fraud and protect customer's data. They have to simplify some of them without compromising protection from the fraud and at the same time to make it easier and faster to correct it. And a little bit training for the Koodo's staff in solving this kind of incidents faster, wouldn't hurt. 

Otherwise it wouldn't make sense for Koodo to lose customers like Dimitri every time  something similar will occur.
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Dimitri Phalen

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Yes, even the girl with the Koodo shirt at the location I bought it when I went back a second time asking for help (I lost 2 days of work because of this, so I was loosing money and damaging my own job, I needed help), when I explained this and she watched the other rep call on my behalf and get a similar "we can't help you" answer, told me it was going to be "angering". A girl in a Koodo outfit told me flat out "they're going to follow a set answer, and you're going to have to say these things to frustrate/anger them into giving you a manager, who can maybe give you an email or phone number, but they won't help us here in store either".

I felt bad for her, she'd seen it before, she watched the guy there tried to help me after he simply typo-ed my drivers license, and then just looked defeated and said "I'm sorry... I can't fix this, they said someone would call you in a few days if you had a phone number, but you don't have a phone number so nobody will call you". Kudos to the retail staff for being helpful when a person is in front of them, and being honest in the defeat that was forthcoming.
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Jan Hope

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I feel really sorry for you. The problem is that I heard similar stories people experienced with different carriers and as you know we don't have many of them to choose from. Before you going to switch to any other Provider please choose wisely because I also heard the stories of people coming back because they realized that there is no perfect  Mobile Company out there all of them have positives and negatives. After what you have experienced here you don't want to experience something similar but this time with different Mobile Company, again.

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