Not happy with my services!!

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  • Updated 5 years ago
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Yea, i just have a question. I had my phone stolen from me and i went into the Koodo store in the Kingston Cat Mall to get an upgrade, cause ive upgraded before, but they couldnt do it cause i didnt have the proper I.D. But why did they say i didnt have the proper I.D when this account has been open for three years? I dont think that is very fair for me. I have suspended my phone cause it was stolen and im still paying a bill when i dont even have a phone!!! NOT cool!
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Jordan Kirkham

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Posted 5 years ago

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Sophia, Mobile Master

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I'm very sorry to hear your phone was stolen, Jordan :(
But think about it this way: by asking for ID, Koodo was actually PROTECTING you... because what would happen if somebody pretended to be you and got a phone on YOUR account?
You would have been even more devastated! So you're best off to go back to the store with ID and then you can pick a new phone without any hassle...
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Jordan Kirkham

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So what? You guys expect me to keep paying a bill when i dont have a phone?? Thats bull!!! Ive upgraded with my F.A.C before. This isnt fair for me. Please be advised i may cancel my account...
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Zaphod Beeblebrox

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Backing up the emotional truck for a moment here. Regardless how long the account is open, Sophia is correct about the protection. You can't just go into a store and say you are you without proving it. If that was the case, the fraud team would be flooded with issues. Showing photo ID when you go to upgrade will verify who you are and allow the upgrade to happen. Otherwise, we are back to square one. Given you were told you showed the incorrect ID, am I wrong to assume you know at this point what ID is needed? With that being said, bring in such ID and you will be able to complete the upgrade without any further hassle than you already have been put through.

As long as the account is open, the monthly services are expected to be paid. Cancellation is one way to avoid further charges from the date of cancellation. Obviously no provider wants that and no provider wants your account to be a part of fraud. Bring in the proper ID, upgrade the phone, continue with the services you are paying for. The ID that is acceptable is the ID that would be displayed when looking at the account.

We are only trying to help...

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