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Subject: Complaint Regarding Scamming and Misleading Information at Koodo Scarborough Town Centre

Dear Sir,

I am writing to formally complain about the dishonest service I received at the Koodo store in Scarborough Town Centre, particularly from the manager, David. He misled me by offering a $100 gift card if I purchased a new SIM card from his store and transferred my Fido SIM to Koodo for free. He assured me that I would receive both the $100 gift card and a free Koodo SIM.

I trusted his words and chose the $29 plan after auto deposit, as David confirmed. However, a month later, Koodo deducted $50 from my Scotiabank account. I had a feeling this would happen and had previously checked the Koodo Self-Serve website and spoke to a customer service representative, who promised to fix the issue. Instead, he created a new problem by mistakenly purchasing another SIM card in my name.

David’s actions felt like a scam or board light robbery, as the promised free gift card essentially came from my own account, not Koodo’s. Thankfully, I later reached out to Mr. Xavier, who helped resolve the situation by correcting my plan and refunding the remaining of incorrect 50$ charge.

I want to ensure that no other customers are deceived in the same way I was by David and the customer service representative. Additionally, I found it extremely frustrating to connect with a representative, as the automated chat feature was not helpful.

I hope my complaint is taken seriously and that this issue is addressed promptly to prevent future occurrences.

Sincerely,
 

Tobgyor

Besides your words, was there any other evidence such as snapshot of the offer? It appears you have made a lot of complaints over the phone to other reps already. What did they say to you? 

Yes, I have evidence. That David guy didn't even tell me that my device is not compatible with Koodo sim like how the Fido customer service representatives I met before has told me. Now, I am using this sim card, very useless, the network is always out of coverage and I've this gift card which the money went from my own and the bill of 50 dollars was fine as Xavier refunded it in the koodo account but if it could be refunded in my bank account, I would like to discontinue this sim. He gave me this gift card saying it's free with the free sim card. Do you guys give free 100$ gift card with free sim card? I'd have never switched from fido because there was no issue at all with their services and it was really easy to reach out to their customer service whenever I needed and I rarely needed there customer service. And I didn't order a sim card belonging that number as I already have a sim card, I just told him to change my plan to 29 dollars which David said okay but didn't do. 

 

And Yes I have made a complain to 2 reps and not helpful at all except for Xavier, the first buddy listens  well and says yes, okay & does completely an opposite thing! Thank you very much! 

 

 

And I've never used a customer service this much for Fido and Scotiabank and other platforms I've been loyal to for a long time (and never switched) like how I had to use for Koodo in a short period of time. I just want to let you know I don't want others to be scammed like how David did to me, he was whispering, taking me to the side where there was no one, in case of other loopholes, it must be unintentional and there will be these chaos as the company is new which I didn't hear of in the market before & I comprehend and it's okay, but it's unapologetic in case of David, I wouldn't have landed in this situation, but it's okay now as I feel exhausted with this stuffs & I just don't want other people to be scammed just like me. 

And I am so grateful as a customer for asking for evidence & no apology or words of improvement from future whatsoever. THANKS A LOT but I am a very honest person who got deceived by one of your manager! 

 

And it takes hours to reach to a rep?!! 

Hi there ​@Tobgyor 

We’re sorry to hear that the experience was less than ideal, to say the least. We would forward your feedback in regards to the respective representative in order to make sure that the situation does not repeat. Thank you for your feedback and we are glad to hear that it was addressed in your phone call with the agent that assisted you. 

As this is a public space, for privacy and security reasons, we have also removed part of the shared pictures as it contained Sensible information. 

Don’t hesitate to reach out whenever you have any inquiries, we’re here to help. 

You can reach out here, over the Community, by scheduling a call-back through our Koodo Assist or send us a private message through Social Media via the links in the bottom right of the page. 

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