still not get referral credit

  • 2
  • Question
  • Updated 2 years ago
  • Answered
I am very disappointed with Koodo customer service.  My friend referred me to Koodo in May, I got an email from koodomobile@sparkrefer.com on May 25 confirmed that I would get the referred credit to my account in about 4 weeks, the email is as follow:
Subject: Congrats, Wai, you've earned a reward from Koodo
Congrats, Wai!
You've earned a bill credit because you completed your referral from XXX XXX
Now that you're a Koodo customer, you can earn more bill credits (up to a maximum of $300 per calendar year) by referring your friends and family to Koodo. Use this link and set up a new password to get started:
https://referafriend.koodomobile.com/
Here's your reward:   $25 bill credit
Please allow four weeks for the credit to appear in your account.
$25 bonus bill credit
Please allow four weeks for the credit to appear in your account.

On July 14, the said credit amount didn't show up on my account, I sent an email to Kooko for inquiry by visiting https://referafriend.koodomobile.com, go to contact us and fill in the problem. I got a reply email from koodomobile@sparkrefer.com saying:
Hi Wai,
Thanks for getting in touch with us. We'll get back to you within three business days.
Koodo Refer-a-Friend is our way of thanking you for spreading the word about us. Thanks for taking part!
All the best,
Koodo

On July 26, nothing heard from Koodo, no email, no sms, no call back! I then sent a second email to Koodo again, got the same "Koodo Refer-a-friend Question confirmation" email back saying Koodo will get back to me within 3 business days.

However, still no answer! No email, no sms, no call back! Then on August 04, I sent them 3rd email telling them the missing credit still not show up on my account! Until the time of this writing, still no reply!

Really angry, frustrated and disappointed! Any advice will be much appreciated
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb

Posted 2 years ago

  • 2
Photo of Bernard

Bernard, Official Rep

  • 75,528 Points 50k badge 2x thumb
What name is the account under Joanna? We will look into this to see what happened. 
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb
Thanks for prompt action! Well, my name used on the account is Wai heung LO. Monthly plan account. Appreciated.
Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Thank you. We are looking into this. To confirm, are these the last 3 digits of your phone number - 851?
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb
Thanks again for prompt action again! Yes, my phone number is ended with the correct 3 digits - 851!
Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi Joanna - our team has looked into the matter and manually applied the credit to both your account and the friend who referred you. We apologize for the delay in getting this sorted. The team also flagged that there is a pending referral you applied for in May, and this will be reflected on your next bill.
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb

Hi sirs, thanks for your speedy action and solve my problem! Appreciated very much! I should have come to this area instead of go to https://referafriend.koodomobile.com/ site. I have just login to my account and see that $25 referral credit amount appeared. However, I still have question as follow:

Question 1).

I should be entitled to 2 x $25 credit as there was a BONUS $25 credit during that promotion period. This is confirmed by the replied email I got from koodomobile@sparkrefer.com on May 25; here I copy the message again as follow:

 Subject: Congrats, Wai, you've earned a reward from Koodo

Congrats, Wai!

You've earned a bill credit because you completed your referral from XXX XXX

Now that you're a Koodo customer, you can earn more bill credits (up to a maximum of $300 per calendar year) by referring your friends and family to Koodo. Use this link and set up a new password to get started:

https://referafriend.koodomobile.com/

Here's your reward:   $25 bill credit

Please allow four weeks for the credit to appear in your account.

$25 bonus bill credit

Please allow four weeks for the credit to appear in your account.

 ****end of copied message***

Wonder why the $25 bonus bill credit is not shown at the same time? Will it be appeared on next bill?

 

Question 2).

As seen from your reply message, I don't quite understand your meaning:

“........ The team also flagged that there is a pending referral you applied for in May, and this will be reflected on your next bill"

 Does it mean the "pending referral" is the $25 BONUS bill credit I mentioned at Question 1) above? If so, I can wait until next bill to see if it will be shown on it.

 Thanks again for everything. Just to make sure there is still a missing $25 BONUS bill credit outstanding, if it will be reflected on next bill, no problem at all. I'll wait and see.

Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi Joanna - yes, as per what the team saw on your account, there is still a $25 credit pending, which will be reflected on your next bill. This is likely what you're referring to in Question 1.
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb
Great! Thanks again for your great help! Have a good day!
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb
Dear Ranjan, it's Joanna again, at the time of this writing, I have checked my bills and still not found the outstanding missing referral credit - $25 (see above past messages of my complaints) on my current bills. Could you follow up this? Thanks in advance!
Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi Joanna - I'm seeing that a $25 referral credit was applied to your account, as shown on the August 28th invoice. However, that's the only credit reflected, as you had mentioned that there were two separate referrals that you qualified for. Let me circle back with the team that assisted me last time and get back to you.
Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi Joanna - we took a look at your account and you've received two separate referral credits totaling $75. The first credit was for $50 and applied to your account on May 25. If you log into self-serve and go back to your May 28th invoice, you can see this on page 2 of the bill. You redeemed this credit during a promotional period where we were offering double the credit for a limited time.

The second credit was for $25 and applied on August 16th. This is reflected on your most recent bill, dated Aug. 28th - again, can be seen on page 2 of the bill. This is the regular referral credit amount. 

Hope that helps clarify things.
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb

Hi Ranjan,

Thanks for your help. However, let me explain one more time to you why there is still an outstanding $25 referral credit not put into my account!  The fact is:

(1) My friend referred me credit ($25+bonus $25):

In May, my friend referred me to join Koodo, I bought a Samsung A5 from Koodo shop located at Woodside Square Scarborough. The salesgirl clearly told me that I will be entitled the referral credit $25 plus a bonus $25 credit (total $50) during that promotional period. This can be also evidenced by an email message I got from koodomobile@sparkrefer.com on May 25 confirmed that I would get the referred credit to my account in about 4 weeks, copy of the email is as follow:

Subject: Congrats, Wai, you've earned a reward from Koodo

Congrats, Wai!

You've earned a bill credit because you completed your referral from XXX XXX

Now that you're a Koodo customer, you can earn more bill credits (up to a maximum of $300 per calendar year) by referring your friends and family to Koodo. Use this link and set up a new password to get started:

https://referafriend.koodomobile.com/

Here's your reward:   $25 bill credit

Please allow four weeks for the credit to appear in your account.

$25 bonus bill credit

Please allow four weeks for the credit to appear in your account.


(2) Refer a Friend Credit ($25+bonus $25):

During the same promotional period, after I became a Koodo customer, I then referred a friend to join Koodo, the $50 credit amount ($25+$25) was credited to me and appeared on May 28th invoice. This is the first credit shown on my account. But what I have been claiming for the missing credit ($50) as explain in above (1) was never shown on my account. I wrote 4 emails to Koodo on July 14; July 26; Aug 04 and Aug 10 respectively but got NO RESPONSE at all! Then on Aug 16, I wrote to complain this problem and posted to community.koodomobile.com, I got reply from Bernard, Official Rep and then Ranjan Gill's help to solve this issue for me. Finally, I saw a $25 credit amount appeared on my account on August 16, since there should be $50 but not $25, I then contacted Ranjan Gill again and said there still have the bonus $25 credit amount not shown up yet. Ranjan Gill's message said ".......The team also flagged that there is a pending referral you applied for in May, and this will be reflected on your next bill", I asked Ranjan would that mean it would be the missing bonus credit $25? then Ranjan Gill replied me as follow:

Hi Joanna - yes, as per what the team saw on your account, there is still a $25 credit pending, which will be reflected on your next bill. This is likely what you're referring to in Question 1.

 Now that this is the whole story, I hope you should be able to know what I claimed for! I'm asking why the Bonus $25 credit amount still missing and not credit to me yet?

 

 

Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi Joanna - thanks for the detailed clarification. I'll look into this again and get back to you.
Photo of Ranjan

Ranjan, Official Rep

  • 28,608 Points 20k badge 2x thumb
Hi there - we've manually applied the remaining $25 credit on your account, so you should be fully up-to-date on your account now. Thanks for your patience.
Photo of Joanna Lo

Joanna Lo

  • 172 Points 100 badge 2x thumb
Thanks very much! you are the best! yes, I have been patiently.
I do hope Koodo can review such similar problem and improve their service accordingly. This will save us a lot of time! You know what, this is not for money, this is PROMISES! and BUSINESS! Thank you again!