What happened with Self Serve is when the initial set up happened, the profile was labelled as the "account manager" instead of "account owner. "
What you would need to do to fix that is to call Koodo back and let them know to change the profile to be the "account owner."
Unfortunately, what you were originally told was incorrect. Sorry about that :(
The process takes maybe 5 minutes and that's strecthing it. I've had this happen to several customers but it is a very easy fix. Just make sure when/if you call back, you are by a computer so the agent can stay on the line with you until the successful reactivation of the Self Serve profile has been completed.
There have been customers that are able to view the full account details immediately after signing up. Not too sure why the agent you spoke with basically brushed it off. I hope this doesn't change your opinion of Koodo.