My requests always get ignored !!!

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Hi everyone,

I want to get my phone bills from Aril 2016 to October 2016. These phone bills are too old so I cannot download them on Koodo website. I called customer service to request those copies of bills on the 20th of April, and the agent told me that Koodo would charge $5 for each copy that I request (totally $35), and they need 4 to 5 weeks to get the bills prepared. I asked why they need such a long time, and the agent answered that the coworkers in the financial dep. need to input everything manually to make these bills all over again.

However, after waiting for 5 weeks, I still didn't get them (but they had charged me for $35). So in the 6th week (last last week), I called again and the agent told me that the bills were almost ready, and I could DEFINITELY get them on next Friday, but I didn't get them in the following week.

So last week I called for the third time, and the agent told me that they needed one more week, and he ASSURED that I would get them this Friday. When I want to ask for more details, he was being rude and did't listen to me at all. Then I got connected with another agent, she seemed nice and told me that Koodo had some problems with Canada Post, and that may be why I hadn't got them. Again, she also PROMISED that I would get them this Friday.

Today is Friday and I still have't got them. I called again, and this agent told me that the bills have already been sent (but she didn't know the date on which they were sent). Without telling me more details, she said that the supporting department would send them again to me and I could get them NEXT FRIDAY. When I asked if they could send them to me via E-mail if the bills were ready, she said that they cannot do this.

Now I don't trust Koodo customer service at all. I think they are just making different excuses and lying to me. I feel that no one has actually processed my request, and those phone bills are never been made. Next week I probably still won't get them, and the customer service will probably tell me that the bills are lost in transit (yeah I already thought of an excuse for them)

Could anyone tell me what I should do now because I really need those phone bills ASAP.
Thank you!!
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Yao

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Posted 1 month ago

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Shutdown

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You could try and check your credit card payment history if you just need the payment amounts maybe.
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Yao

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Thank you but I need the full bills :(
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Robert, Mobile Master

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Your problem has been reported, let's hope an employee comes back and answers your question.
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Yao

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@Bernard, Hi, my name is Yao Cai. Do you need any more information? thank you!
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Bernard, Official Rep

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I found you! :-) Okay, I see re-prints were requested in late April and, from the sounds of it, may have not been processed. Then a new request was put in and the bills mailed by Canada Post at the end of May. Not sure why that never arrived. Let me try to track it down with Canada Post. Likely won't happen on the weekend, but will give you an update by end of Monday. One way or another I will get the bills to you. 
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Yao

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ok, I'm sure that I gave you the correct address. I appreciate your help and I hope I can get those bills soon.
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Bernard, Official Rep

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It's not different than the one we have on file for you, right? 
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Yao

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Exactly, It is my current billing address on file.
I remember someone on here, either a Mobile Master or Bernard, saying this is not possible on Koodo or something like that when I mentioned it was possible on TELUS. Who was that again? lOl

Surprising that Koodo wants more $ per bill than TELUS when they are supposed to be the cheaper option.

Also, there is no way they "need to input everything manually to make these bills all over again." The most they would be doing is just searching for the files from their backups.
(Edited)
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Bernard, Official Rep

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Yeah, normally your memory was pretty good YDNKW. Doesn't seem like that anymore. You are also incorrect on the comparison reprint bill charges. 

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