Koodo has this horrible reputation that you can't call customer service for free and that you need to pay to talk to a customer service agent on the phone. Some of this is Koodo's own doing For example: -The prepaid telephone IVR says it costs $5 https://c.getsatisfaction.com/koodo/topics/koodo-makes-it-impossible-to-use-prepaid-effectively
-Reps from kiosks and 3rd party retailers warn customers that calling will incur charges (which they are doing to be helpful so customers dont get any unexpected charges) A combination of this has destroyed the truth that calling Koodo is always free. That while in Canada, dialing *611 is free too (doesnt use any airtime minutes). In fact calling Koodo only costs money when requesting Customer Service to do something that you could have done on your own via self serve. Which is a very reasonable request. A customer can even call Koodo to ask how to do something on self serve, do it them selves, and still not get charged by Koodo. Or if you are trying it on self serve and it is not working. My idea is basically to change this reputation. Note on the website, on self serve, on the app, on brochures, have this on the IVR, and train all reps and retailers to say "calling Koodo is always free (*611) and asking questions is always free, unless you ask customer service to do something that you could have done on your own via self serve"