Unable to Veiw Tab, seems unfixable at all ends, unable to change anything on my account

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  • Updated 2 years ago
I have been in contact with Koodo several times (of course getting a different person each time) in regards to a ticket that was placed 2 weeks ago. I have visited my local Koodo, as well as researched what it is I can do on my end to have my issue resolved. At first I thought it was a silly issue, not being able to view my tab balance (thought maybe it is paid off, which I am certain it is). I let it slide. I then called into Koodo in hopes to purchase a new phone, because I have now had mine for 3 years and it is starting to malfunction. (My texts are received backwards, I don't receive some texts until hours later, my battery does not last and a lot of the time I can not go on my internet browser) so I thought it was time for an upgrade. Great, I found a phone I want, but it was not going to be that simple. When I called Koodo the first time, I was speaking to a gentleman who was doing his best to figure out my issue, called his service team 3 times, nothing, no one could access my account, and no one knows why. So I went into the store where I was all excited to purchase my new phone, waited in line for over an hour, finally sat down, sales rep went to the back got me the phone, signed into my account and nothing, he too could not change anything on my account, we even tried to change my plan, to a promotional plan and were unable. (I finally was able to change my plan after calling Koodo 3 separate times, fingers crossed my plan changed, but now I probably am going to be charged the $10's because I had to call into costumer service to change it). After I changed my rate plan I called Koodo again thinking, well they are super busy maybe they just forgot to call me back, giving them the benefit of the doubt, but yet again no change. I was told the issue would be resolved within 3 business days and I would be hearing back from a rep. (Which it has now been 8 business days). In the whole scheme of things I really just want a new properly working phone. I like Koodo, I love the service I receive and plans they offer, they work extremely well for what I need. I am just getting frustrated that I am unable to change my phone so I can use the services that I pay for. So with all this being said: I was wondering if anyone else has had this issue? If so how long did it take them to fix it?
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Nicole

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Posted 2 years ago

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David, Mobile Master

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Most of the Koodo team are likely gone for the night. Let's see what happens in the morning regarding someone delving into this for you.

BTW, if it has been 3 years, your TAB is definitely paid out, so the problem lies elsewhere.
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Ranjan, Official Rep

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Hi Nicole - tried taking a look at your account, and I can confirm that I also get an error message when trying to view your tab/tab history. Tried to dig a bit deeper, and looked at your invoices to see the last time you would have been charged your monthly tab amount.. and I don't see anything. From what I can tell, you joined us back in 2014 and have never been charged a tab amount on your bills. Did you purchase the phone outright? Do you recall ever paying for a tab charge on your bills? Regardless, you should be able to upgrade your phone and change plans without issue.

I see that your rate plan was changed on Dec. 31 - so that seems to have taken. You wont' be charged $10 - that fee is only charged when our reps have to perform a transaction that can easily be done by a customer on their own via self-serve. In this case, you clearly weren't able to do so, so no fee for the change. 

Let me follow up with you on the tab/upgrade issue and try to get some insight from our internal teams since I'm stumped at the moment as well. Hang tight - hope to get some info. tomorrow.
(Edited)
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Ranjan, Official Rep

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Nicole - wanted to let you know that we haven't forgotten about you. The issue is being passed around to find the right folks to help sort this out. Will follow-up as soon as I get some helpful info.
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Nicole

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Alright sounds good. I think I have given up on the fantasy of getting a new phone and will make due until I either move on from koodo (where I can actually have a phone that functions correctly or use my non-functioning phone and continue to wait until the problem becomes fixed [which seems unlikely]).
Literally all I want to do is provide Koodo with more money buy purchasing a new phone and I actually plan on paying for it upfront (no tab) so I do not understand why I can not do this. I am exhausted jumping through the hoops, my experience with Koodo is becoming very negative and I am unimpressed. I hope I am compensated for my time and effort that has gone into this problem.
(Edited)