Refer-a-friend denied

  • 1
  • Question
  • Updated 7 months ago
My wife and I signed up at the same time and both completed the process for refer-a-friend at signup with another koodo user. We changed are numbers after signup/before referrals were approved and were subsequently denied (surprised the system was so easily fooled).

No problem, I reached out to Koodo (Sept 18) with updated details and was told (Sept 20)

"We've updated your profile with the phone number you've provided.
Once verified, we will re-assess the referral and let you know by email  if it has been approved."

Radio silence since, no response via social or my emails, nothing on our bills. So I filled out the contact form again and was told

"Our team has investigated your referral from your friend and we regret to inform you that your referral was denied because you entered an invalid Koodo phone number during registration. 

The number entered on your profile is (old number). 

If this number is incorrect, please update your profile with the correct phone number and let us know so we can reassess the referral."

What gives? I did this back in September, very frustrated with this process.
Photo of Adam

Adam

  • 112 Points 100 badge 2x thumb

Posted 7 months ago

  • 1
Photo of Ranjan

Ranjan, Official Rep

  • 30,248 Points 20k badge 2x thumb
Hi Adam - I was able to pull up an account matching your email address, but only see one line on the account. I'm guessing you and the wife are on individual accounts?

Using your account info. I also see a profile set up in our Refer-a-friend system matching your current phone number, but no pending or denied referrals - essentially, no history of you being referred, or referring anyone else.

So, to further investigate, I'll share the details I have with the referral team to locate the inquiry you submitted (as I'm hoping it includes the missing pieces, like your wife's number, who referred you, etc.), and try to dig deeper. Once I have more info. to share I will, but may take a few days - so hang tight. I'll poke you back here if more questions pop up in the meantime. 
Photo of Adam

Adam

  • 112 Points 100 badge 2x thumb
We are on individual accounts. I've got all that information if you need it (our initial numbers, our current numbers, our account numbers, our referrer).

Thanks.
Photo of Adam

Adam

  • 112 Points 100 badge 2x thumb
Update: Just got this email (complete with Sprint branding). Nice.

"Hi Adam,

We are emailing you in response to your request.

We’re sorry to inform you that your referral from [referrer] was denied because the Sprint phone number entered during registration is invalid. The number entered in your profile is: [Phone #]. This number doesn’t match any active Sprint accounts.

Don’t worry, you can go to sprint.com/referral, select the “Edit Profile” button, select Provide Account Info, enter their email address, and follow the instructions to update your new Sprint phone number. After you make the change, send us another message and we’ll check again to see if you qualify for a $50 Visa® Reward Card. We can’t wait to hear from you again.

We appreciate your participation in the Sprint Referral Rewards program!"
Photo of Dinh

Dinh, Mobile Master

  • 37,532 Points 20k badge 2x thumb
Where did this mail come from? Are you asking Koodo refer a friend on Sprint?
Photo of Adam

Adam

  • 112 Points 100 badge 2x thumb
I have no idea. I've only filled the form here that every Koodo employee refers me to (vs. being able to actually do anything) and responded to their email responses:

https://referafriend.koodomobile.com/common/contact.pg

Looks like Koodo farms this service out.


Photo of Ranjan

Ranjan, Official Rep

  • 30,248 Points 20k badge 2x thumb
Hey Adam - were the numbers and names referenced in the email the same as the accounts linked to the referrals you flagged?
Although our referral program is managed by an external partner, I've never seen anything like this flagged. Will definitely investigate further and find out what happened.

In the meantime, I have confirmed that the team was able to locate the referrals and they will be manually validated and pushed through. Sounds like there was an issue with the original submissions
Photo of Adam

Adam

  • 112 Points 100 badge 2x thumb
The phone number in the Sprint email was my updated (current) phone number and the referrer was the correct name for my referrer (I just edited my number and referrer names out for obvious reasons).

Thank you for looking into this for me.
(Edited)