Plan was supposed to switch over and has not!!!!!!!

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  • Updated 1 year ago
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I have changed my plan approximately one month ago at a Koodo store with a rep (in Victoria BC). For some reason this has not been reflected on my account and my old plan is still showing. I thought I had changed to a new plan which has more data per month and is around what I pay now (currently I have an old plan from about 2 years ago). I was told by the rep that by my new billing cycle this would switch over but it has not. I am pretty mad about this and currently on hold to try and resolve it. All I want is to talk to someone and have this changed. I have been a customer with Koodo for years and would like to stay but if this isn't fixed I will consider leaving to a competitor mobile company. 
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  • frusterated

Posted 1 year ago

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David, Mobile Master

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You can change your plan yourself in Self-serve. A fee will be charged for a CSR to make the change for you.
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Ranjan, Official Rep

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I don't see an account matching your email address, Stacie. If you can share the full name on the account and the last 2 digits, we can try to pull up your info. and check any notes left on your account about the switch. As David mentioned there is a fee for agents to make any changes that you can do so yourself, so if you're able to log into self serve and see the plan that you mentioned, you can make the switch yourself.