Why can't I pay my bill on the website right now? Only a few days left. Dont live close to a store

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  • Updated 1 year ago
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Trying to pay my bill. Won't let me through the to the review page before the confirmation page. Can Koodo help me please? Updated the website now I can't pay.
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JP

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Posted 2 years ago

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Ranjan, Official Rep

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Hey JP - we've been experiencing problems with online payments for the past few days. You may need to find an alternate method to pay this month. You can pay using your credit card over the phone: dial #123 from your phone and pick option 3. Or, you can also pay using online banking with your financial institution.
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Chris Maddison

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I have been having a problem with this for MONTHS now and I've called Koodo to get this resolved.  I've had 2 tickets created for this in the past 2 months and still nothing.

If you want to help get this resolved, please call every day and ask to have a ticket created for this problem.  Not a realistic thing to ask.  They said to me that they don't look at these problems until enough people call in reporting the issue.  On the other had, the customer service supervisor admitted to me that they have had a number of people call in with this issue.  So why no resolution?
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David, Mobile Master

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Possibly because it is sufficiently intermittent that it is difficult to trace? It is easy to find when an error happens all the time, but not so easy when searching for the proverbial needle in a haystack.
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Chris Maddison

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Thanks for the response, but this is not an intermittent problem.  It is consistently persistently happening.  Every time that I've signed on over the last 4 months to pay on line, I have not been able to proceed.  If there is a technical person from Koodo who can contact me I can duplicate the issue for them every time.  They can then run a trace to find the issue and debug the problem.  I understand the issues with not being able to resolve a problem unless it can be duplicated, but they just need to contact any of the people who have logged a ticket.  I'd be more than willing to assist.
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Ranjan, Official Rep

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@Chris - appreciate your patience with us. As you've been told, it is an "Isolated incident," since the vast majority of customers are able to pay online without issue. That said, it's still a pain since some customers such as yourself aren't able to, and it's tough for us to figure out why, since we're unable to replicate the problem.

I flagged your comment with our digital team and I think they'd like to take you up on your offer to help troubleshoot. We'll likely be in touch in the coming week or so, to find a time that works for you, so we can discuss and work through scenarios to help gain some learning.

Hopefully we'll be able to get this sorted with your help. Thanks Chris.
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JP

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I think it's if you dial 411 or 711 you can pay with your credit card over the phone. Did that last time and worked out ok.
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Goran, Mobile Master

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#123 option 3 should take you to the automated payment system.