tab problem

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  • Updated 3 years ago
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Back in my May 2015 Koodo phone bill, I received an upgrade, payoff/credit on my remainder of my tab balance which was somewhere around $50.  I did not request this upgrade, payoff/credit offer.  It just showed up on my bill.  At the same time, I got a Koodo Tab contribution.  I called customer service and told them that I did not upgrade my phone nor my plan.  From my understanding after signing up with Koodo 3 years ago, I was told I would be getting 10% from Koodo to help pay off the Tab balance (I purchased the phone outright from Koodo using Tab), and once the balance is paid off, I will continue to receive extra 10% each month as long I stay with Koodo.  The customer service guy on the phone said that once the Tab reaches zero balance, the customer will be automatically moved to the new Tab.  This does not make sense as the following message is directly from Koodo website "The Tab:What is it and How It Works":

"Nothing changes for you if you signed up prior to April 19, 2015.  You can continue to keep your current Tab and plan until you’re ready to upgrade your phone.  When upgrading, you can choose to switch to one of our new plans or keep your existing plan if you prefer.  Not ready to upgrade?  No problem.  Our plans prior to April 19 are still available for you to switch your plan.  Log into self-serve to find out more."

So in other words, I should not be expecting a change, however, my tab was CHANGED as I no longer receive the 10% contribution from Koodo.

This is false advertising and misleading!  How can Koodo do this without my knowledge or warning?  You guys pride yourself as having the highest customer satisfaction?  What's satisfaction does this give me as I no longer have my 10% Koodo contribution?  Also, none of my previous bills did not indicate that my Old Tab will be moved to the New Tab.

Please explain.
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Andrew Lee

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Posted 3 years ago

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Veronica

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Hello Andrew,

I understand that this might be frustrating. Please allow me to explain what probably happened.

According to a CRTC decision, as of June 3rd, 2015, all 3 year contracts have been retroactively changed to 2 year contracts. This means that any Tabs started before June 30th, 2013 would have been wiped to zero by June 3rd, 2015.

Back in March and April we ran an extensive campaign regarding these changes and our customers have been notified by SMS or/and email. 

Furthermore, all affected customers have also been informed through a bill message. If you would be so kind as to check your March or April bill, on the last page you will notice the following message:

"On June 3, 2015, we’re dropping your outstanding Tab balance to $0. At this time you’ll be able to choose from our new line-up of plans launching April 19, 2015 and can upgrade to a new Samsung Galaxy S4 for $0.

On June 3, 2015, your monthly rate plan will change to new Tab rules. The new Tab doesn’t allow for a positive Tab balance. The previous Tab rule that 10% of your bill accumulated as a positive Tab balance once your Tab balance reached zero, will no longer apply. If you do not agree with this change, you will be able to cancel your service without penalty within 30 days of the change. Otherwise, your service will continue as amended, with all other terms remaining unchanged."

If you have further questions or you need more information regarding this change, please send us an email at this secured link: http://koo.do/11eMLdy, choosing Social Media as a category and we will gladly answer any inquiry you may have.

Many thanks!
(Edited)
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Andrew Lee

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Thank you for replying and the clarifying about the new and old Tab rules.  My apologies about the frustration that I was experiencing as I tried to understand the new Tab rules and I got even more confused after talking to the guy at customer service.

Thank you again!
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Veronica

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No worries, Andrew, that's why we're here! Let us know if you have any other questions!
(Edited)

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