Very Unhappy with Koodo

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I have been a monthly customer with Koodo for years, and everything was perfect until last week I called in to update my plan.

I have 2 numbers under my account, one for me ($39 400 mins 400 MB data, which I got from a koodo promotion) and the other for my wife ($35 300 mins no data), since we have been using our own phones/paid off the tab, so that we had the 10% discount from the monthly bill for years. ( I have the $2 long distance saver, at this point monthly bill is about $39+ $2 + $35 = $76 with the 10% discount.)

I did not browse koodo website much, so last week when I happened to find you are having the $38 500 min 500 MB plan I thought it was another sort of promotion, so I called in to upgrade both of the 2 numbers to this $38 plan. I thought with the discount, the monthly total is about 38 + 2 + 38 = $78.

However, today when the bill comes out, I see I need to pay $88 in total (38+ 2+ 38) * 1.13 = 88.14, which means I have LOST the 10% discount!!! So I called in again to ask why, the agent told me with the new plans the 10% discount is no longer available (what!!??) I told him no one told me that and even in the website I didn't find the "10% discount gone" notification, so I had no idea. And actually I still could find the link on your website where it says if I bring my own phone i can still have the 10% discount (http://help.koodomobile.com/getting-s...).

Honestly, I was very upset about this because I would never upgrade my plans if I lose the 10% discount. Although the agent helped me to waive some amount from this month's bill I am not satisfied. I asked if I could reverse back to my previous plans, I don't want more data or more minutes I just want my 10% discount, he told me there was nothing he could do because the whole system was updated..

I guess I have no intention to stay with Koodo after this month.....
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Terry Deng

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Posted 3 years ago

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Cameron Jones

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That's too bad. Info on this is on their website

Is Koodo Contribution or No Tab Discount offered with the new Tab?
No, neither Koodo Contribution nor the No Tab Discount is available with the new Tab. The savings are now directly included in the price of the plan. Customers who activated prior to April 19, 2015, are not affected by this change until they upgrade.
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Terry Deng

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where did you see this? can you please forward me the link?
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Terry Deng

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Ok, I found it. it's confusing, though. I paid off the tab balance quite a long time ago so it's not literally a new tab for me. and they still have the link saying the 10% discount is still available if i use my phone. http://help.koodomobile.com/getting-s...
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Mathieu, Mobile Master

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Hi Terry,

Sorry to hear that you are upset about this. According to Koodo, these new plans have the 10% discount applied directly to them from the beginning. This is how it is when they switched the tab and such. But it did say that there was no 10% BYOD discount anymore at many places on the website, including the link you shared in your question. It's just unfortunate, but you do get more out of your plan now!
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Terry Deng

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I copy and paste it here from the link I shared. I did not buy a new Koodo phone, as I used my phone so it doesn't apply to my situation. The notification is NOT on the plan buying page, I believe it gave me the problem.

<< Quote begins>>

Can I keep my 10% discount if I buy a new phone outright from Koodo?

No, if you buy a new Koodo phone, you are given access to our new Canada-wide plans, so the 10% discount is no longer available. If you really want to hang on to your existing plan and your 10% discount, you can always bring your unlocked phone to Koodo.

<>
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Mathieu, Mobile Master

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Except it tells you right there, "you are given access to our new Canada-wide plans, so the 10% is no longer available"
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Terry Deng

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is this a word puzzle? when people say if A then B, if A condition doesn't meet, you would never get to B, right? I did not buy a new Koodo phone in the first place. if you want to make a right alert, remove that "If you buy a new Koodo phone", just say if you buy a new plan, you are given access to our new Canada-wide plans, so the 10% discount is no longer available. Does this make sense?
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Mayumi, Mobile Master

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If you go through their website deep enough, you might find those info. But in the reality, I don't think too many people actually do that.
Those info should be on the main page as well as Plan page.(IMO)

Also they could add some line like this...
Basic Monthly Fee: No Tab Discount is included in the price
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Terry Deng

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exactly. I would recommend Koodo can put some alert/notification on the plan buying page explicitly saying the new plans do NOT have the 10% discount anymore even if you pay off the tab.
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Sophia, Mobile Master

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We've alerted Koodo to the wording of that page, Terry. I couldn't agree more that it is very confusing, in fact the information is definitely incomplete.
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Cameron Jones

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I don't get it. The new system doesn't have the no tab discount, period. So what's the use of having a line 'Basic Monthly Fee: No Tab Discount is included in the price'? I'd find that confusing. It's like going to a car dealer and in the showroom a sticker price says 'this was on sale last month. sale is over'
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Terry Deng

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Maybe it was my fault I didn't browse all your web pages before I decide to buy a new plan, but there was no prompt on the plan buying page and agent didn't inform me on the call when I called in to upgrade my plan, so i was not aware of the new plan could take away the 10% discount, otherwise I would never upgrade my plans.

I understand your new plans are really having higher cost performance, and you have good reason to cancel the 10% discount by default when the new plans are rolled out. But from my perspective I do not really care if I would pay much less for much more data or minutes (get more out of my plan now), what I care is how much I would pay for monthly bill. I don't want to pay higher ($12 more per month in my case) even I have more mintues or data because with my old plan I never exceeded.

anyway, i would stop here. there is nothing can be followed up.
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Mark Kokolsky

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It seemed pretty clear on the link you provided. They mention that if you want to keep your existing plan you could have kept the 10%, or if you want the new plans, the discount isn't available. Part of the reason the new plans are cheaper is because the essentially have the discount built into them.

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