SLP letter when not on program, is SLP removal automated or manual process

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  • Question
  • Updated 3 years ago
  • Answered
I am asking this on behalf of a family member. They
signed up for koodo recently and had their name
entered incorrectly by the rep so the credit check
came back poor, resulting in them being put on a
spending limit program without their knowledge. Upon
noticing the name error, they reported it and a telus
csr re-did the credit check (they passed) and supposedly removed the spending limit on the account
as well as fixing the name to the correct one. When
logging in to the self serve portal, the account name
still displayed the incorrect one so they contacted a
csr and the csr deleted the profile and had a new one
set up with the corrected name. When logged in, there
is no indication of being on the spending limit

The customer got their first bill with the correct
name the same day as a letter with the incorrect name
notifying them that they were on the spending limit
program and would need to wait 6 months for the
account to be "reviewed" to see if they could be
removed from the program.

I have three questions:

1) If the csr doing the second credit check removed
them from the SLP and the account does not indicate
the customer is on the SLP, why did the SLP letter
addressed to the incorrect name get mailed out the
same time as the first bill addressed to the correct
name? Is the SPL a different department that didn't
have things updated and therefore think the customer
is still on the program? Although the letter is dated
the day of signup, it was obviously printed and mailed
the same time as the first bill. If the name has been
corrected since signup day and the customer taken off
the program, why was the letter still printed and
mailed? The customer never got a letter stating they
were REMOVED from the program which is actually what they should have gotten instead of a letter stating
they are on the program (when they are now supposedly not).

2) Does this mean somewhere, at least one department or more still has the account number associated with being on the SPL and with the incorrect name?

3) Are SPL accounts manually reviewed by CSRs after 6 months or is it automatic where the computer system
removes them if they qualify to be removed?
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Posted 3 years ago

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Mayumi, Mobile Master

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1) I think the letter was printed when you signup (with SLP with wrong name).
And your mail was on the process of mailing. Once it's on the mailing process, I don't think it's physically possible to remove your letter from bunch of them.(I can't imagine how many letters they print and mail per day/month)

2,3)You said you reported it to Telus and they fixed it, so SLP with wrong name is gone. You have an account with correct name without SLP. you shouldn't need to worry about it now.
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Hi there, Mayumi is right! If your relative wants to make sure everything is fine on her/his account, the best would be to send us an email via Self Serve: Thank you!

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