Why can I not reach customer support? 3 trys, on hold each time for hour + then hung up on. With I wasn't scammed to switch from Bell!!!

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I



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Victor

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  • conned

Posted 2 years ago

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Bernard, Official Rep

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Ask your question here Victor. No scam, but we are taking a lot of calls as sudden influx of customers who want to join us.

How can we help you?
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Victor

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You say no scam... well I specifically switched from Bell as your rep said that once my phone was paid that the monthly fee would be removed.  Phone paid an still paying the same.  Your rep said you had great customer service, but been trying to reach you all week by phone, on hold then just hangs up on me.  Influx of calls of customers who want to join or influx of calls from customers who are having issues like myself?
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Bernard, Official Rep

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Indeed your repayments drop after two years with us making your plan even less expensive. All other carriers have the phone payment built into their plan and will charge you for life.  You can easily see it here: https://www.youtube.com/watch?v=H9LZ4GG2wLM You have to lines with us. Which one are you looking at? The one ending with 23or the other?
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Bernard, Official Rep

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Oh....mostly the latter, people have questions about our offers before joining.
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Victor

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The other.  Phone is paid.  Bill has not dropped.


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Bernard, Official Rep

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The other line is on our older Tab service. We gave you a "loan", the Tab of $150 and we paid it off for you and you had no outstanding tab by April of this year. At that point you started collecting positive tab towards the a new phone when you are ready to buy one. You have accumulated over $30 already since April towards a new phone.
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Victor

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meant to say "wish" I hadn't been conned to switch from Bell by the Koodo rep.  I pay more than I did with Bell for less service.  I could talk to a rep with Bell.  And I was told that, unlike Bell, Koodo would drop the fee for buying the phone when it was paid.  That was untrue!!! 
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Bernard, Official Rep

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The plan you are with us Victor is $25 more with Bell at the moment. 

You are right, we embrace the new world and use more of tools people use nowadays to connect with customers. Online. Like this forum. It's easy, no wait online and 24/7.
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Goran, Mobile Master

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I'm not following. What fee is charged for buying the phone?are you referring to the tab ? It's supposed to be an if I hasn't it's a glitch that will get fixed. If that's the issue it would likely en up quicker to contact Koodo via email to get it fixed. Or are you referring to something different ?
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Victor

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Was charged a monthly fee for 2 years that was payment for phone purchase.  That fee was to be dropped at the end of the 2 years.  It was not.
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Bernard, Official Rep

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You were not charged Victor. Payments were coming off your account toward your phone indeed but we were simply reducing you amount not charging you. 
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Victor

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Well Bernard, the Koodo rep just called me and we had a long, informative talk.  We often complain loudly and in frustration in forums such as this and usually understandably so.  But sometimes we should also take the time to give credit where credit is due.  I am very impressed with Bernard.  He called me directly.  Took the time to get everything explained to me and mostly resolved.  Thanks Bernard, I'm feeling a lot better about Koodo right now.
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Bernard, Official Rep

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Thanks Victor! It was great talking to you and give you what you need to make the right decisions. 

You do know that the Bernard here and the person you talked to is the same person, right? :-) So the "koodo rep" was me. :-) 
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Victor

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yes, that much I figured out :)  thanks again Bernard

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