On hold for an hour waiting for "cancellation dept" - how much longer do I wait?

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It took 20 minutes to speak to the first person, been on hold ever since - I just need to cancel my account. Will you make me wait until 9 pm when service closes so I have to start all over again when I get home from work tomorrow???
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Eleanor Thompson

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Posted 4 years ago

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Mike Sheehan

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Eleanor,

I am glad you brought this up in this forum. As you may know most of the people who participate here do NOT work for Koodo. However, I believe some Koodo executives MONITOR this board. So, at least your complaint is heard,

I an sorry your Koodo experience was not positive, Was the problem with the phone, the plan or something else?
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Eleanor Thompson

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I actually didn't have any problem with the plan or phone - I got a new job and they provided me with a phone that they are paying for and I don't need two phones. So I wasn't a dissatisfied Koodo customer.

People should be able to cancel online. Its says you need to call to "verify your identify" but how is that more verification than logging into self-serve, where verification is sufficient to add to your plan (spend more money), add phones, pay bills, etc.

You could add and extra layer with security questions and ask for the PIN in order to cancel. Making it difficult for people to cancel won't stop them (I wasn't keeping an extra phone) but making this final interaction unpleasant will definitely impact their decision to choose Koodo again. I did get through before 9 pm and the rep was very nice, but I was annoyed after having to wait for so long.

P.S. In the forum it kept saying there was a phone menu option for customer service and/or request cancellation. I listened to the menus and submenus several times - no option. I pressed 0 and I got to the hold queue but really, there was no menu option.
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Mike Sheehan

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I don't mean to be dismissive. but you might have saved yourself some frustration, if you had tried the Billing option on the Phone Menu. After you explained your situation to them, I'm sure they would have expedited your cancellation.
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Timo Tuokkola, Mobile Master

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Cancellation requests cannot be processed by front line agents, no matter what department. They must all be escalated to the cancellation department.
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Mike Sheehan

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Timo,

OK. Could a billing agent TRANSFER a call to the cancellation department?
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Timo Tuokkola, Mobile Master

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Obviously. I'm not sure how you think this would avoid the wait though.
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Ivan, Mobile Master

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Yeah, any agent could transfer you to any department. Like Timo said, it won't expedite the wait for an available agent there.

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