Report billing discrepancies thru self serve

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  • Idea
  • Updated 4 years ago
  • Not Planned
Please , Allow self serve tool to report billing discrepancies directly to repeat caller que/escalation prime/VP to have them corrected without cx calling back for it on help line.

let me explain:
my recent interaction with koodo turned out to be not as fruitful as i thought because of many reasons.
first of all my english pronunciations are not good. poor chap could hardly understand what i meant to say. i also notice something else too, unlike every other consumer i was more knowledgeable about koodo TOC and CRTC TOC in general for cellular service providers,who not only provides voice but also data services.
Gentlemen on the phone had lots of trouble going through ten different direction to correlate few bills at the same time and find out missing pieces of errors .

so , my request to koodo is to train their employees very very well as to what they know what they have to say or can say AND have people with poor communication skills give an ability to elaborate in words thru self serve portal in writing about where and when mistakes incurred particularly in their account .. Not in general .NOT with surveys or something ..1 on 1 touch but purely electronic no more calling and waiting .
i mean write in self serve and submit the report /explain with proofs and details / come back next day log in and see that this was corrected .

cause to err is human,However you can not tell your cx that its too late even though its merely 45 days .you must not tell cx you already have give credit without looking at account and substantiate it .just because i have credit on account does not mean it was given to me by koodo . me and my spouse sometime make double payments too. see it , observe it and analyze it before you word it ..lol!

and i also know : if service provider is wrong they can go upto 11 months OR last contract renewal date to revise and backdate any errors they have made to correct billing ..CSR's just does not want to do it for some reason.
i think my suggestion may reduce repeat callers as well as AHT(average handle time) and create lots of FCR (first call resolution)
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Benaam Badnaam

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  • unsure

Posted 4 years ago

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Chris Petersens

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You indeed sound very knowledgeable. :-) on koodo's contact us page there is an option for emailing. If it's stuff related to your account it requires sign in so they know who you are.

What was the discrepancy on your bill? I don't think I got that from your post.
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Benaam Badnaam

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There were Some random roaming data charges on my cellphone bill however in that particular days I already had my 40$for 10 days use roaming activated and working ..I never went above for usage either ..it was just an error .. And yeah contact us has that feature but it's for you to get a call back explain and resolve ..they would not do anything unless they call out to you ..I am trying to avoid detect human interaction and creating automated correcting entity here ..do you see how many thread we have waiting for that 24 hour call back :-) life would have been much more easier if consumer reports it and it gets done in 24 hours if you do not see changes in 24 hours then call koodo but give them to resolve in first 24 hours before you find your self bounsing back and fourth like a hot potato :) this would have been less painful and faster process avoid repeat calls for same issue if they can get this polished up a little bit ..calling is too old school now ..everyone is time starved here .
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Chris Petersens

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Automating correction would be nice but I think it's a bit of a utopia. Not something that would happen any time soon. To complex, too many use cases where even IBM's Watson couldn't figure out if it was a mistake or not.
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Benaam Badnaam

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I meant to say me and you and ten or twenty other people works for Koodo do nothing but get those report sort them and look at the account look at numbers and proof showed by customer in written and see if it's a yes credit and errors correction or No ..this would certainly avoid that call if you resolve it without customer freaking out on you .Yes ...No??? Cause contacting us is not working calling back is not happening and we want Koodo to resolve complains not keep people going back and fourth over the phone .
(Edited)
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Chris Petersens

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I agree. I don't know why they are telling people they will call back if one initiated an email contact. Since you already confirmed who you are when you sent the authenticated email there should be not reason for a call email should suffice.
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Cameron Jones

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Bill discrepancies is at times a perception where the customer doesn't really get what's included in their rate plan. They go over their minutes or data usage and question why they're paying more than usual. If customers knew what they signed up for they wouldn't be calling in or writing asking about their bill. Information = knowledge!!
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Ahmad

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^THIS.

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