Well, I’ll flag a rep to confirm and assist on the matter if it was improper, to followup.

Hello ​@TeeRawl 

Depending on the nature of the request, for your security, additional verification can be required for sensitive transactions, like purchasing a new device or adding a new line over the phone. 

We can see the note from our Loyalty team on the account. Also, keep in mind that the interactions are recorded for quality purposes and your information is safe.  

If you feel more comfortable proceeding with the transaction online (through the Self Serve account) or in store, you can discuss the offers available over the phone and redeem them through the channel of your choice (Keep in mind that certain offers are specific to either online or in store only). 

If you felt uncomfortable in the conversation, we will also forward your feedback to the agent’s manager to look over the interaction. 

I don’t believe there are any situations (new lines, devices, etc.) where having my entire SIN or licence information would be required. I’d encourage you and the team to review the recording. All security information was already provided well before I was asked for this additional personal information.

My recent interactions with Koodo have been horrible. After 10 years with you I’m heavily considering cancelling and switching my services for good. Every time I’ve spoken with support, they have made my situations worse and have made it clear that you don’t want my business anymore. I’m not sure if writing this will make any difference in the matter or if you’re management team wants to keep a loyal customer, but if not then this may be goodbye.

This is still a terrible way to conduct business in this day and age of phone scams to get your personal information. Shame on you Koodo.

We understand your concern ​@TeeRawl  and we are sorry to hear that the experience was less than ideal.  We have forwarded your feedback to the agent’s manager.

As you are a loyal customer of ours, the Loyalty team provided you with the available offers,  if you want to redeem or discuss other options for your account, we would recommend that you schedule a call-back through our Koodo Assist in order to speak with a representative over the phone.

If you are more comfortable with a conversation via chat, you can send us a private message over Social Media through the links at the bottom right of the page and our team will assist you as soon as possible.  

Thanks for the response. It sounds like my time with Koodo will come to an end unfortunately.