Port from Public mobile to Koodo w/ Special offer: Issues

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  • Updated 1 year ago
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Port from Public mobile issue, problems to no end, is this a common issue. Account is mixed up, second phone number on file is not mine, billing amount incorrect, can't connect to self serve as it is logged to someone else's email. No free first month as per offer. etc. Took the rep. two hours to resolve and the error is back, notes have been erased, Koodo CS rep. can't help and could not reach supervisor (8pm EST)  sigh.
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Alain Le Sieur

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  • Upset, frustrated

Posted 1 year ago

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Ranjan, Official Rep

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Hi Alain - is this for phone number ending in 15? If you're looking at your first bill, the second number is the temporary number used to activate your account before your old number from Public was ported in. If you look at the bill, there's only a partial charge for 1 day of use.

Also, since this is your first bill, you'll see partial charges for the days used from the day of activation until the start of your first bill cycle + your first full month in advance. All postpaid accounts with any Canadian provider are billed in this fashion, but since Public is a prepaid service, you may not have had to deal with this in the past.

I also see that your self-serve account hasn't been validated. We would have sent an email to confirm and set-up your account at the time of activation. Looks like this was sent to the hotmail account you provided. If you check your email, you can follow the instructions in the email and set-up your profile.

With regards to the one month free promo - this is a credit that will be applied by your second or third invoice - you won't see it on your first bill. Apologies if this wasn't made clear when you activated. 

Hope this helps - and also keep in mind that this community will likely come in handy if you have similar questions in the future. Much quicker than waiting on the phone :)
(Edited)
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Tanja Dorosh

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Thank you for taking the time and your quick response.  I inadvertently logged in via my bf's account, my bad, so I will let him know about charges for his account.

 He can not access his email, so will need to change adresse. I did access and confirmed my email, same as connected to this gmail account, signed up & followed instructions but still can not get access self-serve, error message.

We ported our accounts at the same time and I called in for service on my account. So as I understand the credit will be applied later, ok got that, the rep. tried to fix that to first month one of the reasons it toke him 2 hours to transfer account, .
Second: I have a six month rebate from first month on that was also not applied. Thirdly: A phone number not associated with either of us is also on file as a secondary phone number (not charged).
(Edited)
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Ranjan, Official Rep

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Hey Tanja - no problem. Below is some additional info. on the other questions and points you brought up:

Your self-serve profile also show's as pending, so I've re-sent the email to you. Please check you spam/junk folder in case it gets filled incorrectly. You'll need to follow the steps in the email to verify and complete registration for your self serve account.

Can you elaborate on the six-month rebate? Is this something you were getting with Public? The migration you took advantage of (i.e. Public to Koodo offer) can't be combined with any other offers from Koodo, i.e. we do have a BYOD (bring your own device) promo. where customers who activate using an existing phone get a $10/6-month credit, but that can't be added in addition to the offer you took advantage of.

The phone numbers you see on both accounts are the temporarily lines created when activating your account. We need to assign a phone number to a new account before we can port your number in from elsewhere.

Let us know if you have other questions.

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