Unauthorized Tab carry over

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  • Question
  • Updated 1 year ago
On December 26th I went into a Koodo store in Calgary to upgrade my Samsung Note 4 to a New iPhone 6s. I knew my tab balance was $231.00 so with tax that would be $242.55. I was serviced by Allan, who was beyond helpful. He went to the back to call Koodo to see if he could get me a deal.... OR so I thought. What I thought I was getting was $200 of free accessories (I received a total of 4, a longer charging cable, a mophie charging case, a battery pack and a JBL Bluetooth speaker). I was so happy! I told everyone about how great Koodo was from Dec 26th until I just received my next bill... I now have a charge for my tab pay off of $188.00....

So I called customer service. They tell me they can not see me paying off my tab in store and suggest that I got to my nearest Koodo to see if they could help me. So I get in my car and drive to the Koodo in Red Deer and ask them to help me. Again I am told they can't help me because I #1 don't have a receipt (was never given to me) and #2 they can't see my previous bills and have very limited access.

Now I am starting to get frustrated so they suggest I call the location that I was at and get the bill from them... so we do just that... and this is where it ALL COMES TOGETHER.

I was NOT given $200 worth of FREE accessories. I was CHARGED $242.55 for 6 accessories (remember I said before I only got 4....). The representative went so far as to find the perfect combination of accessories and discounts to match my EXACT TAB BALANCE and then ACTUALLY PUT IT ON MY NEXT BILL THINKING I WOULDNT NOTICE.

The response from the store representatives (in Red Deer) was to bring back everything and get my money back and then pay off my tab balance.

That is a lot of work on my part for being scammed and now I don't have the accessories that I was so happy about... I have tried to call the store which I purchased but they won't answer and their mail box is full. I need help Koodo!!!

I love this phone company but THIS IS NOT RIGHT. I was scammed and I feel hurt and so lied to. I told everyone about how great of a deal I got only to be hit with a massive bill that is 3 times what it normally is...

I need this made right. And I need to talk to someone who can actually help me please!!!
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Mary Elizabeth Telfer

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  • frustrated and cheated

Posted 1 year ago

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Dennis, Mobile Master

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Was this at a Koodo kiosk?

What location is this?
Thanks for your comment Cameron but I don't think you understand what I said. I paid - in store $242.55 via debit. This is what I believed to be my tab balance being paid off. (Take $231x0.05 and you get 242.55) the employee told me that my accessories were FREE and I had $200 to "spend" on them from koodo (not totally outlandish because when I got my first phone I got a $100 accessory bonus - so I just thought it was the same thing)

Now that I have seen my copy of the receipt that I was never given, what the staffer did was charge me for the accessories plus others that I didn't get, put on select discounts - to make the bill the EXACT amount I would have had to pay to pay off my tab - and then put the tab balance on my account for me to pay.

I would NOT have bought $242.55 worth of accessories... I JUST wanted the new phone. I thought the accessories were a perk... FOR FREE.
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Cameron Jones

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You need to go back to where this transaction happened.  Take your customer service agreement with you, and copy of your bank statement that shows you paid off the new tab in store with your debit card.  They should be able to go into your account and confirm what they did for you and clear up any misunderstandings.  Or save yourself a trip and call them if you don't want to go in person.  I'd go in person and speak directly to the manager. 
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Ivan, Mobile Master

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As this is a corporate store, I will reach out to Koodo so that they may help you out.
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Cameron Jones

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Ivan I don't think call centre reps have access to store transactions, that's why it's best to go back to where it happened.
Do you have a suggestion on how to make sure the manager is going to be there before I drive 2 hours?

I have tried to call repeatedly but no one picks up and the answering machine is full...
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Ranjan, Official Rep

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Hey Mary - we just shared the case with the right folks internally and they're looking into this. We'll find a way to get in touch with the store and get to the bottom of things. Hang tight for now. One of us will get back to you with details once we know more.