Problem with Transfer of Ownership and Self-Serve?

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Hi there!

So, basically, last February I moved my number to Koodo, got a phone on the small tab, yadda, yadda, everything's great. I was 18 at the time so I couldn't sign up for the account myself, so it went under my Dad's name. However, everything was managed by me. It was my email that everything was sent to, that was used to log-in to self serve, and I was the one who paid the bill every month.

I turned 19 a few months ago, and while my Dad was in town, we decided to transfer ownership of the phone to me. We went down to a Koodo Kiosk in my city, I provided my ID, passed the credit check, all is well. Guy at the Kiosk calls someone, the guy on the phone confirms everything with me that the phone is gonna be in my name, perfect. Guy at a Kiosk says that since that was the only phone on my dad's account, the account will be cancelled. He asks for my email and I give it to him (which is the same email I used to log into my Dad's account). I get a piece of paper with my account number on it, we create a 4-number password that I'm supposed to remember (I do), I'm on my way.

Now, I try to make a new self-serve account, since I have a new account number. It says that the email is in use (still attached to my Dad's account, even though it was supposed to be cancelled?) so I put in a secondary email to sign up with. I fill in my name, the phone number, password and email, verify the account... but at no point does it ask for my account number. When I log in, I only have a few options, one being Link Accounts. I find a question about this on the Koodo help pages (http://help.koodomobile.com/self-serv...), and it says I need permission from the Account Owner profile. Okay... but I thought that was me now?

I log in to the original account, and it still has my Dad's name associated with my phone number and my phone, even though I thought it was supposed to be cancelled. I can't view anything to do with the plan or phone usage, and if I try and log into it from the Self-Serve app, it says the account was either cancelled or something about a corporate account. So... is it cancelled or not? I change the email on this account to a secondary email so I'm able to use my actual email with my new account, but the problem still remains...

Basically... did the transfer of ownership not work? Why is my Dad's account still active, why is it attached to my phone number, why, if it's still attached, can I not view usage or plan info? How do I get my own self-serve?

Sorry it's so long, I thought more info would be better than less.
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Jocelyn Berns

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Posted 4 years ago

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Not Jeff

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Aha... wow. Alright, here we go!

First, it sounds like you've linked to the original account.

There should be two account numbers. The first one, your Dad's and a second one, yours. Account 1 should have been closed, because they should have opened Account 2 to do a number port to.

HOWEVER.

It sounds like they are just trying to change ownership on the line by keeping Account 1 open and just opening a second line of service on your Dad's account. Hence why it asks you to link to the original account. So it sounds like an execution error on the staff's part.

Do not fret! As this issue can be rectified. As I usually recommend going into the store for assistance, you can find it just as convenient to proceed over the phone.

If you explain the situation as I have above, *611 can fix all the issues and get you sorted and on your way pretty quickly. Otherwise, if you go to the store, you should be able to even show them this thread and it explains it all pretty good. And then they can have it all resolved for you by calling in on your behalf.

As always, make sure you check your self serve and make sure everything works before walking away or hanging up!

Hope this helps!
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Jocelyn Berns

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Thanks for your response. Yes, I have two account numbers - my Dad's one, and mine. I'll try and head down to the store to get it fixed. My Dad is no longer in town, so I hope he doesn't need to be there... if so, I'll have him call 611 and try and sort it out. Thanks!
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Ivan, Mobile Master

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Thank you fro providing enough details. Unfortunately, we cannot help you directly with solving any account-related issues. I would suggest calling customer service to sort this out for you. Since this involves your dad's account as well, you should make the call with him present so that they may sort out account permissions. It's 611 from your Koodo cell, or:

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Jocelyn Berns

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Thanks for your response - however, my Dad has left town I won't be seeing him in person until next February. If I can't get this solved in store, I will have him call 611. Thank you!
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Chris Petersens

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Ok, I'm totally guessing here but I think when one does transfer of ownership the account is not actually "cancelled" since you still have the same number. So, your father may still be (his email) attaached and has to give you permission. Kind of stupid but I can think of anything else. Asd your father to see if he got an email from koodo when you set yourself up?
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Jocelyn Berns

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The only emails ever attached to my Dad's account were mine, actually. When I set myself up, there was an email sent to the email attached to his account... however, it was a generic welcome email, with MY name on it, telling me how to get started, since I had provided that email (the same as the one attached to my Dad's account) to the guy at the kiosk. That specific email is no longer attached to that account - I changed it to another one of mine, to try to use it with the self-serve for my account.
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Ivan, Mobile Master

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Again, we can only speculate. Please call customer service.
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Not Jeff

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Jocelyn,

It sounds like they just opened a new line on your Dad's account and just put your name on that line. Just give a call to *611 or hop into a store and they can all assist you. No probs....

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