Refer a Friend catch 22

  • 2
  • Question
  • Updated 6 months ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I switched from Fido to Koodo in December for the 10 GB plan. Before I did a friend referred me and I submitted the required information. A few days later my claim was denied. I used the self help section in the refer a friend to inquire about my denial, I go to submit my inquiry using the email address I am registered with and I get "user not found" so the inquiry does not submit!

Two calls to customer service and they say they can not service refer a friend issues. Customer care self serve, 5 emails and they also keep telling me they can not resolve issues with refer a friend. Everyone keeps giving me the link to refer a friend status and that link does not accept my email user identity so I can not sent an email of inquiry!

Koodo customer service is terrible, the call centre can not deal with the issue and customer care don't read my inquiries and just send me form emails saying how busy they are and that I am a valued customer and to use the links that I keep telling them that do not work.

I have asked for a call from someone who can make a decision. 

Anyone know who I can contact?

Thanks 
Photo of Nicholas Danby

Nicholas Danby

  • 100 Points 100 badge 2x thumb

Posted 6 months ago

  • 2
Photo of Ranjan

Ranjan, Official Rep

  • 30,118 Points 20k badge 2x thumb
Hey Nicholas - I couldn't find an account matching the email address you use here, but was able to locate one matching your name. Does your number end in 40?

If so, I think I see what the issue may have been.
When you activated your line, you were given a temporary number in order to get the account set-up. After that was completed, your old/original number was ported in to Koodo. However, your referral submission was set up using the temporary number. Our system does a validation check after activation to ensure the account meets the requirements to receive the referral credit, and it wasn't able to locate the account, because your number had been updated. I'll manually resubmit with the team to get this reviewed and processed if everything else checks out.

With regards to the disconnect with customer service, our referral program is managed by a third party, and any time there is an inquiry specific to Refer-a-friend, customers are advised to reach out using the 'Contact us' option on the referral portal, which is why you were asked to do so. That said, I also cannot locate an account in the referral system matching either of the phone numbers, email address, or even name. I'll have to dig deeper with the vendor to see what the issue is here. I'll circle back with you once I have more info. 
Photo of Nicholas Danby

Nicholas Danby

  • 100 Points 100 badge 2x thumb
Thanks Ranjan,

The number is correct. I was referred on Dec 17.2018 by NK in St Thomas. Signed up on Dec 18 and given a temp # as the service rep said they were so busy it could take a few days to port my number. If you need addition info please give me a call.
Regards
Photo of Dinh

Dinh, Mobile Master

  • 41,602 Points 20k badge 2x thumb
Hi Nicholas,
The "referafriend" program use different contact, have you tried this: https://referafriend.koodomobile.com/common/contact.pg

Did you follow their steps correctly? https://referafriend.koodomobile.com/common/rules.pg
There are some Q&A there.
Photo of Nicholas Danby

Nicholas Danby

  • 100 Points 100 badge 2x thumb
That was the first link I tried and I followed referral procedure. I was referred before I signed up, I only use 1 email address for all Koodo, but the system does not find my ID which is my email address, so I can not submit an inquiry.

This conversation is no longer open for comments or replies.