Please disclose that after 9 months of good payment history/SLP is removed, there's an additional 2 month trial period to use negative Tab

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  • Updated 5 years ago
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I called customer service about my SLP and it's at 8/9 months, which means I'll finally be able to use negative Tab. My credit is actually good, but when I activated my SIM-only line, someone fraudulently activated a line with Bell under my name, which I have since resolved.

However, my concern is that the rep said that the payment management department will also conduct a 2 month trial period to FURTHER ensure that I will pay my bills properly. As if the initial 9 wasn't enough??

This is not disclosed anywhere (even on the CSA), from what I can see, and is unfair to customers. I would appreciate it if it was. Unless this guy doesn't know what he's talking about and I'm getting mad about nothing?
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Jonathan I, Mobile Master

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Posted 5 years ago

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Myke

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There is no trial period, as I mentioned previously. Once a customer is off the SCP, they are off it.
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Myke

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/facepalm

That's it right there. CS reps should NOT be saying anything like that.
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Paul Deschamps, Mobile Master

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That's the huge problem is CS reps are not just Koodo customer service reps they do customer service for all or at least a few of the carriers in Canada which was a huge surprise to me when I found out. I mean how the heck are they suppose to know anything about Koodo specifics or any carrier when they are constantly switching who they are receiving calls for (one week or month the Rep is taking CS calls for Koodo and the next week or month they're taking CS calls for Bell or Rogers ect) and just know what the computer in front of them is telling them and nothing more? This is pathetic IMO and needs to be changed to get true customers service that is really as helpful as calling customer service should be.
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Xavier

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Myke I recommend you to contact your training department as soon as possible. (I received that training a couple of days ago, thanks God) Customer Service and Tech are never trained for that. Payment Management is trained although. They manage churn risks, collections treatments and so on. *This might not be our area of support*
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Zaphod Beeblebrox

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CS and TS have been trained on the Spending limit program. It's is a part of the regular training Myke and I received as a way to avoid repeat/transfered calls. They have information in the help files as well to explain the SLP. If more questions are asked about it beyond the basic training that all front line agents received, we then transfer them to the Payment Management team.

Myke and I are dual-trained so we can handle both CS and TS. I rather enjoy it.
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Myke

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Xavier, Customer Care & Tech are also trained to handle churn risk and soft collections as well as the collection process.
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Jonathan I, Mobile Master

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So why would this rep I talked to give me that kind of false information? I don't understand. There's obviously some poor training here or he was just making something up.

Secondly, even if it was true, then how come it is not disclosed anywhere on Koodo's website or on the CSA? That would be unfair and I would escalate the call at that point.

I should be a call centre rep, I'd be amazing. Or work at their kiosks, because Koodo needs improvement in that area too...
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Zaphod Beeblebrox

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Agreed. When the account is created with the SLP on it, it should be explained at that moment. I would paste the full details from the help files of how the SLP works and how to get off of it but due to obvious reasons, I cannot.

Paraphrasing here....To get off of the SLP, you would have to be on the network for at least 9 months. During that time, each bill would have to be paid in full and on time.
During the last 12 months of your time with Koodo, if it has been that long,
the account was not resumed from being cancelled, you have not been suspended for non payment, and there have been no more than 2 SLP suspensions.
If you only had an account on the SLP for only 9 months but all of the 9 bills in that time were paid in full and on time, the system will recognize that and automatically upgrade the credit class and get rid of the SLP.
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Xavier

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I agree.
Unfortunately, Koodo doesn ́t rule the credit bureau.
Koodo does not dispute/disclose any related credit profile issues.

I feel it is clear. At any time your credit can go up or down. After SLP is removed, if anyone starts a bad payment behavior, sooner or later the credit score will be affected.

Plus, koodo mails a letter when a customer gets a CLP account and once CLP is removed.
You can call customer service and have that letter resent if never received.

*CLP* Credit Limit Program
*SLP* Spending Limit Cap.
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Myke

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CLP & SLP are the same thing. It's been renamed "Spending Cap Program" to help lower the confusion.

There has been no official announcement internally about a "2 month trial". Nothing in the Help Files either. If there were any updates to the Spending Cap Program, we would have received it. Since there is absolutely zero information on this, the "2 month trial" doesn't exist.

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