My order for postpaid was cancelled - not sure why

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  • Updated 4 weeks ago
I got an email with promo code to switch from prepaid to postpaid. I signed up online. My credit check was given the ok during sign up. 4 days later I receive an email saying that my order has been cancelled:

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We regret to inform you that we have not been able to process your order, our system was unable to validate some records of your credit file information. Consequently, the order was cancelled.

For more information or discussing the details of your credit file you can contact Equifax or TransUnion directly.

Once resolved you can apply to our services by reaching the nearest Koodo Store.

Thank you for your comprehension.

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I am out of province until next week...soon I will have to top up again and promo will be over.  So going to a Koodo store is probably not an option and anyway, the free activation was making up for losing for already-paid booster minutes.

IF I could figure out the issue then I could at least know if it's worthwhile to pursue and how to do it. "unable to validate some records" is vague but doesn't point to a credit issues. My guess is that maybe my new address is not yet on my credit report but why was I not given the option to go to a Koodo store to verify. I have ID that can prove my address etc. 

I've been with Koodo for 6 years. Previously was postpaid then prepaid. I wasn't able to get answer from phone support and cannot get my call answered at the webstore. 

Has anyone else had a similar cancellation issue and resolved it? 

Thanks!
Leila
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leilacools

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Posted 4 weeks ago

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Mats

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You should contact Equifax or TransUnion directly. They will probably be able to tell you the issues with your credit.
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leilacools

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contact them how? from what I understand, getting anything changed on my report will take time. I can send a fax? again, time. 

I can see my report online. The letter says "unable to validate some records".
I don't know what this means.
(Edited)
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Dinh, Mobile Master

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What phone did you order? Was it a Tab large request? Have you also checked if your credit card address match your order shipping address?
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Dennis, Mobile Master

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Sounds like a credit issue. When you first apply a credit check is not done, it is only done during the processing time after you have completed your application. Due to the constraints, your best bet is to go to a koodo store and try and do it there and they will be able to give you more info as they are trained to sign up customers and have the appropriate tools.
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Mats

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Ok then. I dont agree with them being so vague or having to contact either of those 2 companies(which is a pain) to find out where/what the issue is. Maybe the check just failed and Koodo doesnt know anything else besides that it failed. Hope you can get it sorted out.
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leilacools

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No tab, no phone! Just to switch from prepaid to postpaid with promo rate;)
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Dennis, Mobile Master

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All Postpaid require a credit check even with no phone purchase
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Dinh, Mobile Master

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It could be the problem of mismatch of addresses. The address of the order should match your credit card address.
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Mats

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Was thinking that too but she says she talked to Koodo support and they were of no help. Must be more than that if they couldnt give her any info.
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leilacools

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I had my credit card rejected twice because the address didn't match. It should have..I had already changed it. Anyway, I used a different card with the correct address and then called the credit card company to update my card.

So, I did wonder if it was related...but, the card and address do match. 

In that instance, Koodo phone support was not able to give much help beyond speculation about the error message I received so I don't think they have access to the account details that could help me. The webstore might but it seems impossible to get through. 
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Dinh, Mobile Master

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As you are signing as a new customer, the agent might not be able to help as your profile has not been entered into the system.

Because you didn’t order any Tab, only SIM, the credit requirements should be minimum. I still think it could be a mismatch somewhere. I would suggest you check in with the kiosk as other mentioned. It could be a new address or naming mismatch.
(Edited)
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leilacools

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I agree!
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leilacools

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I just called Equifax to order my latest credit report and they would not accept my application after I put in my most basic info like birthdate and address. I don't have any utility accounts but my car, insurance, taxes, ohip, banks, credit cards, all have that address. Not sure how to fix that quickly.
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leilacools

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So Mats, contacting Equifax actually did help me at least figure out the problem;)
I forgot that they had an automated  phone line or ordering a credit report and I was only able to complete a report request for my previous address. I was reno-victed by developers so I won't even bother having the sim card sent there. 

I know some other potential customers were invited to show their ID at a Koodo store. Disappointing that I wasn't given this option. Changing my address with Equifax will take too long.