Told now plan never existed

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  • Updated 3 years ago
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Last month i spoke to a store representative about changing my plan from 60$ to a smaller one.

He advised me to pay off my tab and switch to one of the new plans 45$ for 750 mb + 750 min. As the usual offer is 45$ for 500 mb + 500 min I decided this was a good deal and through self serve paid off my tab and switched plans.

When I got my bill this month I was charged the fee for the rest of my tab but my plan remained my old one (60$ for 1gb). I called into customer service and was told that i paid off my tab but did not switch to a different plan, more so I was repeatedly told that this plan never existed.

I don't understand how a plan can be advertised in store and online yet there be no records of its existence. I also do not understand why my change of plan via self serve did not go through.
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Anna

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Posted 3 years ago

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Mitchell Palmater

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you can get 750/750 for $45.
At least here in ontario.
Your best bet is to change your plan yourself using self serve.
all the plans you're eligible for are listed there.
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Anna

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Yes I see that now, and was able to switch it over this time. Thank you for your help!
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Robert, Mobile Master

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Hello Anna.

I'm very sorry to hear your plan change didn't work. Unfortunately if the plan isn't offered anymore by Koodo, I'm afraid there is nothing we can do on our side. Maybe if you speak to a superior, he might be able to do something. As for the reason why it didn't work, it could be as simple as you didn't press the confirmation button. I don't think it's a self-serve related error.
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Spence

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What province are you in Anna?
As Mitchell said,  that plan does exist!
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Anna

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I'm in Ontario, I was able to switch it over successfully via self serve, thanks!
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Spence

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Awesome! Glad to hear it.
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5s

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I think for training purposes, the second rep would benefit, from the knowledge that Anna's plan did in fact exist.
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Anna

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Hi Steve in hindsight I recognize I was at fault because I meant 45 but accidentally stated 40. As a result there was a miscommunication. Thank you for your concern!

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