Not a good way to do business !!

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Just had my phone totally disconnected from the network today, for a late payment, of which I did not even get a notice for either by email or text as they usually do when a payment is due. I have to call Koodo to re-connect, umm seeing how my cell is the only phone I have, kinda hard to do that !!! I promptly sent them a payment far above the amount owing, after I get home from work and use my laptop to see what the balance is, and now to top it off they are charging me $35 on top of the bill for re-connecting my phone !! only been a customer about 7 months with koodo, and I am already sick of their bullshit. Only means I have to receive or place calls and you guys just up and cut it off with out warning at all....nice guys... nice.. luckily your not the only provider out there, and I have options, and will indeed be looking into those. !!
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Stacy Colford

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Posted 1 year ago

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Sophia, Mobile Master

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I think Koodo would prefer paying customers over you any day :) All jokes aside though, you must have received several warnings, Koodo doesn't just cut you off for one missed payment. It is customary to charge a reconnection fee and I'm sure you must be able to find a friend, office phone, school phone, or public phone (though granted, those are harder to find these days). Good luck in sorting out your bills :)
First of all, 611 works from all Koodo phones. You do not have to be "connected" just have a signal to call 611.  Second, it is not the responsibility of Koodo to remind you to pay your bill.  Thirdly...do you think Koodo is the only one to do this or charge a re-connection fee?  Most companies charge a fee to restore service.  Both Rogers and Bell charge a $35 fee too.  

Been there and done that...since then I set it up for billing to my credit card so I don't forget to pay my bill.  It sucks...it does, but it's life.
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Goran, Mobile Master

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You can still call 611 to have your phone reconnected. Koodo needs to have received the payment before they will reconnect. You are still responsible to pay your bills, and most cellular providers (Koodo included) give more than a month past due before cutting off your service. If you did not setup billing notification, you wouldn't get it. You still need to look on self-serve to see what you owe and when your billing date is. At 7 months in, you'd know by now.
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Stacy Colford

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Goran I ..is self serve working right now...because I been trying all day on wifi and I cant get into it, even now on my laptop.. not sure why
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Stacy Colford

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I am not asking for a head on a platter here, even though it probably seems that way, just like to know why the disconnect, and no I didnt receive any email notice or text, and yes they usually do when a bill is due, or when I am reaching my data limit, I always pay my bills, yes sometimes late, but always paid, usually every 2 weeks when I get paid. As for the $35 re connection fee...yes I agree its ok to charge that, to someone that has been disconnected say 2-3 times for the same reason, but a brand new customer, not a great way to start up a customer relationship, offer a little grace period, 2 strikes your out kinda deal, not just to bad so sad, we all make mistakes, mine was apparent, just not to me lol ....guess we will see how they handle this...I am all about fairness, especially in todays market, I work retail and have for 20 years, and I know competition is thick these days for every business, so every customer counts, and giving a little grace can go a long way in the end for a good customer relationship.
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Bernard, Official Rep

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Stacy, just like you we are all about fairness too. Looking at your account it seems multiple attempts were made to contact you starting at the end of August with no success. The invoice notification continued to be received by you via SMS stating the outstanding amount. We don't know people's circumstances and what their intentions are. We do have to have some rules in place and that is what has kicked in here where the amount outstanding became more than what was deemed fair from our perspective. We can certainly provide greater details if you would like. Pls contact us via Facebook direct messaging if you wish. 
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Stacy Colford

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Bernard, I appreciate your response, thank you. I will indeed contact koodo customer service and billing to see what the complete balance is, plus the TAB charge as I wish to pay off both balances and get this mess fixed. Things like this bother me as I do try 100% to be on the up and up with people and services. Thanks again for the response.
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Bernard, Official Rep

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I see that you logged into your account today. All the info should be there. No need to waste your time to contact us if  what you are looking for is only the balance and tab amount.  

By the way, Tab doesn't need to be paid off. It's an interest free loan, so no point burdening yourself with that.
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