So why do I have three lines and have been a customoer for over 10 years and have not had a problem until TODAY

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i received a call from Koodo and returned it only to be told that my credit was going to be down graded to a D. This all after i checked bank records and confirmed that payments cleared bank on April17 2017. Well an update, as i type they just picked up the phone at 119mins . and said that oh well the billing team had now gone home and that they couldnt do anything now. OUTRAGEOUS ! thanks for listening to my rant and good bye. It was a great service while it lasted and was a startup. I will be at the closest Kodoo Kiosk first thing in ther morning. Good Luck to the customers that are remaining. I think you will need the luck considering the path that they seem to be embarking on.Boy am I ever glad i didnt go down to the Kiosk today to renew the phones. That would have been a tragedy .    #Koodohasleftthebuilding
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Edward Bowe

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Posted 1 year ago

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Robert, Mobile Master

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Hello Edward.

Are you sure everything went ok with payments? Why would they give you a rating of D if payments went through...something is not right...
(Edited)
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Edward Bowe

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Note the screen shot below of the payments being recieved through the system and the accompanying emails from Koodo along with the HIP HIP HOORAY emails soliciting more business from me. Which by the way i was considering adding the grandkids. 
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Allan, Mobile Master

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Are you sure it was actually Koodo who called you?
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Edward Bowe

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Yup, i just was on hold with them while they were supposed to escalate the call to a manager ...then returned to say the team was gone for the night and then for the final slap they shut off all the phones and this AFTER i was told the team was gone home for the night. I have screen shots of the money coming out of the related accounts 
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Edward Bowe

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Every thing on the account was the same as always....the bills were automatically debited on or before the 15the of the month and credited to Kodoos account. The revolving credit has been the same all along and the bill was always paid. the only anomaly was that the billing date and the money reconciliation dates didnt always jibe. This would show that the account was kept current excpept for a couple days on a  payment cycle if it worked out over a weekend that the "business day transfer" What is especially troubling is that I was constantly bombarded with "start up another line you are preferred customer" sales pitch. And absolutely no warning other than the phone call today to give them a call that the phones were about to be shut off. I am out of touch with my kids now, one of whom has a serious health issue that requires her to be within communications range. I was not even once asked to bring the account up to date but only insulted by thinly veiled cments of being a "non-payer" and "irresponsible" from customer service re @ 045 (Mario) if it wasnt 9 pm at night and a big day tomorrow that is going to be hampered by having to switch carriers after i pay the bill, I would speaking to counsel about damages considering that the downgrade is likely to cost me $450 per month considering the multiple lines. I am absoluteluy disgusted 
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Timo Tuokkola, Mobile Master

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Koodo did not launch until 2008. It is not possible for you to have been a customer for "over ten years".
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Edward Bowe

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You are correct, I was with Telus before that
I am awake digging through my records and noted that i actually switched in 2009
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Avid Gamer24

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Yeah that sounds like something Koodo would do.
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Chadwick, Mobile Master

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You want Koodo to reward you for answering posts, and yet this is what you answer with? Bold strategy.
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Not Jean-Pierre Blais

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The Wireless Code says:
  1. The service provider has to provide a notice at least 14 calendar days before disconnection, unless action is necessary to protect the network from harm, or they have reasonable suspicion that fraud is occurring or likely to occur.
  2. They have to provide a second notice 24 hours before the disconnection, except if they repeatedly tried to contact you and couldn't, and/or the reasons in 1.
  3. They cannot disconnect if you dispute the reasons (or pay the late bill in this case) on or before the scheduled disconnection date they they gave in the notice unless they have reasonable grounds to believe that the purpose of the dispute is to evade or delay payment.
There are three sides to every story, so we don't know exactly what happened. If Koodo did not follow the process and therefore breached The Wireless Code, file a complaint with the CCTS https://www.ccts-cprst.ca/
Even if you are going to leave Koodo, you should still file the complaint because
  1. They pay a fee to the CCTS depending on the number of complaints.
  2. Breach of The Wireless Code is kind of a big deal. Koodo breached The Wireless Code 5 times, and TELUS did it 12 times in 2015-2016, which are 2% and 4.9% of all breaches when they have approximately 29% market share. At least those are the ones that were reported and confirmed by the CCTS.
This will assure that Koodo people learn their lessons, and read and follow The Wireless Code, assuming they didn't follow it in this case.

P.S. 60% of Koodo's and 75% of TELUS' breaches were related to disconnection. Maybe they haven't learned their lessons yet.
(Edited)
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Edward Bowe

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I am grateful for the information, i did not know this and I am going to download the CCTS file for reference. Thank you
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Edward Bowe

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All I have to say is take a look at the screenshot, this is a search of Koodo in my email box. I have no reason to doctor this up as there is no point and if you look at the previous pic of me being on hold, i still had service at that time. The line was shutoff during me being on hold and I am going to keep the texts etc that i was engaging in on a without prejudice basis as the complaint will go in and be followed up but that is not the only avenue i will be pursuing against Koodo and Telus. 
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Edward Bowe

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note that all the communication is friendly and business like and offering rewards to do continued business. I am so uptite that i cannot sleep and it is 345 in the morning and I am worried sick about something happening to my son. Unbelievable that this would occur . One of the other best parts is that i use Telus OPTIK television at the house and as it is in my spouses name my name is not involved. The bill on that that gets paid in the same manner is around 250 to 300 per month depending on how much pay per vhservices that are used at my employer. I am going to speak with Head Office to take a look at  what services we are using and what the hard costs are to discontinue them and go with another provider. I simply am sitting here shocked that this is going on. I would post a screen shot of my bank account balances at the moment but i think that would be ill advised considering the public nature of this forum. At NO TIIME did Koodo express any dissatisfaction with my payment schedules and considering the bill for the phones is in excess of 300$ a month i dont believe there shoudl have been a problem. In 2016 my annual expenditure with Koodo topped $4000 and Telus was over $5000 i wont give out what corporate is spending but rest assured it is above the six figure mark. If the Kiosk at the mall was open now i would be on my way to deal with this . Just a question.....Would you be offering incentives to anyone that you were not happy with? ...
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Robert, Mobile Master

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We passed this to someone who will look it up for you.

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