Missing Referral Credit

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  • Question
  • Updated 1 year ago
  • Answered
Hello, I joined Koodo in early August via referral and received the credit e-mail on August 18, 2016:

________________________________________________________________________

Congrats, XXX!

You've earned a bill credit because you completed your referral from ZZZ.

Now that you're a Koodo customer, you can earn more bill credits (up to a maximum of $300 per calendar year) by referring your friends and family to Koodo. Use this link and set up a new password to get started: https://referafriend.koodomobile.com/

Here's your reward:

$25 bonus bill credit

Please allow four weeks for the credit to appear in your account.


$25 bill credit

Please allow four weeks for the credit to appear in your account.
________________________________________________________________________


After joining, I also referred someone to Koodo and received the email on August 25, 2016:

________________________________________________________________________

Congrats, XXX!

You've earned a bill credit thanks to your referral to YYY.

You can earn more bill credits (up to a maximum of $300 per calendar year) by referring other friends and family to Koodo. Use this link to make another referral: https://referafriend.koodomobile.com/


Here's your reward:

$25 bonus bill credit

Please allow four weeks for the credit to appear in your account.


$25 bill credit

Please allow four weeks for the credit to appear in your account.
________________________________________________________________________


In my next invoice(Sept 7, 2016), I had only received one credit of $50. I never received the other $50 in any of the remaining invoices as well(Oct, Nov).

I searched the community and found another user who also had missing referral credits, but it was resolved here, so I decided to post my issue similarly. 

Thanks.

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Jeeva T

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Posted 1 year ago

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Ranjan, Official Rep

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Hi there - I was able to pull up an account matching one of your email addresses, and although it was opened in August, it appears to have been cancelled earlier this month. Last phone number you appear to have ended in 70 - is that the one you're referring to?
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Ranjan, Official Rep

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Hey there - if a referral credit was still pending to be applied when you ported out, then unfortunately it's forfeited. 
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Jeeva T

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How was it pending though? On referafriend.koodomobile.com, it was marked as approved and the email says I should receive it within 4 weeks. Are you saying that because Koodo messed up with providing the credit within 4 weeks, I'm not eligible anymore??
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Ranjan, Official Rep

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Pending as in the credit had not been applied to your account yet.
Typical timeline for approvals to be added is approx. 4 weeks, correct. However, it can take longer depending on volumes or other factors. In this case, when an agent goes in to apply the credit and they see that the account is closed, the credit won't be applied. This goes for your account, as well as the person you referred, since I see that they cancelled as well. That said, both of you did receive the initial $50 credit when you activated, and since you were with us for just over 90 days, it won't be clawed back.. and since you were both on out-of-province plans that you're not technically eligible for it's probably best to end the chapter here.
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Jeeva T

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I don't see why a credit can't be applied if the account is closed. Credits are applied after an account is closed(pro-rating). The fact that I left shouldn't be an excuse to not apply the credit.

In any case, this is poor customer service, but I'm glad I left and will make sure to never recommend Koodo to anyone.
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Ranjan, Official Rep

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I would agree if it was owed to you for an incorrect charge, but the premise is different.

Bye for now.