Lying crooks!! Terrible customer service!

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You guys are crooks! I bought a phone through you guys and the rep quoted me saying that it will cover everything even if it's lost or stolen (his exact words) - and then my phone got stolen along with my purse and money and you guys say tough luck - that your warranty doesn't cover it. That's false advertising incase you didn't know. I had to escalate a complaint to the CCTS and I agreed to pay half! When I shouldn't have paid anything because I purchased your warranty! You also said I could have as long as I needed up to 6 months without any question because the account was closed. And that was what was agreed on. Now you guys are harassing me with emails saying "urgent payment required" and charging me late fees and when I called in to make arrangements you'd only offer me 2 months to pay it, which was not what was agreed upon. I set up arrangements with you like I said I would. I called to speak with a supervisor and was advised someone would call me back before noon. They waited until 1:30 to call me and I was at work. I called again and asked for someone to call me back between 4-5 and they waited until 4:45 to call me back so I wouldn't be able to continue the call as I was only on my lunch break at work. I work at a call center and I am a supervisor and I know this treatment is entirely inexcusable. I have escalated a second complaint to the CCTS against you and plan to pursue it at the fullest extent.
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Katrina Comeau

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Posted 6 months ago

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Dinh, Mobile Master

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hi Katrina,
If you chose to follow your issues with CCTS, then you should stick with it. I am not sure if the forum can do anything as the proceeding is happening.

Did you buy the extended warranty from Koodo? The extended warranty didn't cover loss, theft...  Those issues could be covered with some insurance company from credit card providers. If your phone was bought within 90days, you should check your credit card and see if you had it
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Katrina Comeau

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When I bought the extended warranty , the sales rep told me it would cover it. I asked that specific question (if it covered lost or stolen) as I know Virgin Mobile does not and he assured me it did. I realize yes I should have read the warranty but I was stole a product with blatent lies about what it would cover in order to sell me a product. That's false advertising. And I did my share, I agreed to pay half of the phone and I was told I'd have 6 months to pay it when I spoke with the rep and then I call to make the payment arrangements as I told you guys I would and I am now told I have until Feb 28. Sorry I can't pull that much money out of my pocket and the fact that it was stolen was out of my control. I am working with the police to get the money in restitution but I simply cannot pay in 2 months. That's ridiculous. You would think they would hold up their end of the deal considering I am making a honest effort to try and pay it! Unlike others who wouldn't at all. I don't appreciate being mislead or people not holding their end of the deal which appears to be what this company is all about. God forbid they would work with a customer but all they want is their money.
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Dinh, Mobile Master

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Did you have any evidence in writing besides "the rep said..."?

As I said earlier, you already chose CCTS to resolve the issue. Let them help you.
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Paul Deschamps, Mobile Master

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If you work at a call center as a manager you think you'd read the extended warranty yourself instead of taking some salesperson who just wants to make a sales word for it. If you did this you'd see that lost or stolen phones are not covered under extended warranty. Putting the entire blame on the company isn't very logical IMO especially for someone who claims they work in an area of such.
Do you take any responsibility for anything that has occurred?
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Katrina Comeau

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Yes I did. I agreed to pay half. Now I'm being harassed with emails telling me I must pay immediately and I was offered payment arrangements for up to 6 months then told I had 2 months to pay it.
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Dennis, Mobile Master

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Is there a written or documented agreement that the payment would be in 6months instead of 2?  I assume there would be if this was arranged by the CCTS.

If so, there is not a need to call as the error is on Koodo.  Just contact them via facebook or twitter like Goran said below.

I know this is very frustrating for you.  I hope this gets resolved for you.  Let's chalk this up to a lesson learned for next time.  Sales people can be slick especially if they work for commission. 

Also when arranging a call back time from 4-5, expect that people may call back at the end of that period.  Shorten your call back window if you are not going to be available to speak at the end of that window.  Maybe 4-4:30 would have been more accurate
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Katrina Comeau

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I actuay did this today. Asked between 11-1130 and they called at 11:45
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Katrina Comeau

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Too late for me to take a call as I'm at work at 12
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Allan, Mobile Master

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Try telling them to call you back earlier or at a time when you aren't at work. (They're open on the weekends)
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Katrina Comeau

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I did.... I got through to then finally today and we have resolved part of this.
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Katrina Comeau

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So they are not holding up their end of the agreement. 6 months is what was offered and then they say 2 months. I know what I am talking about.
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Goran, Mobile Master

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I don't agree with demanding a company reimburse you for your phone being lost or stolen. However, I can see there being a case for going to the CCTS if a koodo employee told you that theft/loss was covered.

If you were told that 6onths was good and it was suddenly changed to 2 then yeah that's not cool. If you can't get Koodo to go back to their original deal then sure continue with the CCTS

I guess that you're just looking to vent here? At any rate, I wish you luck in getting it resolved.
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Katrina Comeau

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I have made multiple attempts to speak with a supervisor. I set up a time to call me back as I work and they call me back an hour later. I have.made attempts to resolve this and they completely ignore it. I wasn't being selfish , as I did agree yes I should have read the contract but an employee sold me a product falsely advertising it. So I met them half way and explained I needed time to pay it off. Now I'm being harassed. After attempting multiple times to rectify this I am hoping to get attention from someone who actually wants to help and not just ignore it.
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Goran, Mobile Master

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There are a few reps on here that are responsible for the forum. Maybe they can help with something. Have you considered using Facebook Messenger or Twitter if calls are not working well? At least then it's less of a time sensitive thing to line up calls at certain time frames.
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Katrina Comeau

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Yes, a rep reached out to me and said someone would call me back at 11am tomorrow so I truely hope they will.
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Katrina Comeau

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Also I am not asking them to give.me any money back. I am asking them to not charge me the whole almost for the phone. I had a tab and the phone was less than a month old.
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David, Mobile Master

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I bought an expensive decanter from Hudson Bay Co just before Christmas. One of my young nieces knocked it off the counter, smashing it to smithereens. Do you think HBC will refund my purchase price? I never even got to do more than wash it out!
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Katrina Comeau

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Different situation entirely. It was stolen. I had no control over that and it was not an accident. And they advised when I purchased it that they would cover it. That's why we worked it out to half way.

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