self serve account and billing fail

  • 1
  • Question
  • Updated 4 years ago
  • Answered
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: 611 mention

I started my account with koodo last sept 9 then i just noticed that she (csr) registered me with the wrong last name. But as a new user i was quite naive i just didnt mind it. I even registered to the self serve account using my first name and my middle name. When my bill is about due in days i started to try paying online but sad to say it wont let me. It says info dont match so i figured out that maybr it was because of my wrong last name. I went back to them and the guy csr fixed the name issue but when he tried to arrange my account tp pre authorized payment, he had trouble and he even called someone on the phone to help him fix but to no avail. He just told me that usually it takes few days to work. I went home and tried anyway still it didnt work!! The nxt day i called customer service it was the 7th of oct.she said a lot of things like contacting my bank regarding the issue and that itll take 3 days for them to get everything so probable monday she will call me. Today is monday and it thanksgiving yeah there was no call. I am so disappointed now and worried. I dont want to have a bad credit history. And also i dont like how the system works. If only she did it right on entering my infos the first time :-( iam now considering cancelling my account with koodo. :-(
Photo of arianelle


  • 72 Points
  • disappointed

Posted 4 years ago

  • 1
Photo of Khaleila


  • 4,102 Points 4k badge 2x thumb
Hey Arianelle,

Thanks for reaching out. Let me give you a bit of clarification. To make a credit card payment all info (name and billing) has to be the same and since there was a correction due to the misspelling of your name that's the reason your cc was refused. Now, from what you mentioned it seems that we followed procedure in order to have your cc authorized on the account (due to the misspelling). This takes a couple of days unfortunately so in the meantime you can make an alternative payment method or a payment arrangement with payment management team by dialing *611 free from your phone:1 for Eng/ 4 Payment Arrangement and follow the rest of steps. Hope this helps.

If you see a good answer, give it a star.

This conversation is no longer open for comments or replies.