I am in the process of looking for another cell phone company because Koodo makes it too hard to get a new phone. When I first signed on in Feb 2009, all I had to do was go to one of the stores in Sydney, Nova Scotia, present ID, I wasn't asked for a credit card and I didn't have one at that time. I was given the phone which I paid off with the tab. In 2010 I got a new phone by calling in and ordering it. I was back home living in Yarmouth, Nova Scotia. Nearest store was 3 hours away to get a new phone. Again, I was not asked for a credit card. Now I need a new phone and I can't get it without giving them a credit card number. I have never been late with a payment or anything. I have even sent business their way. I will not give them the credit card number and here's why. I work in a call center and I know how that works. They get the number and the next thing you know you are being charged for something and just try to get your money back. Good Luck! The customer service is bad as well. You either can't understand the agents or they don't know what they are doing. It's just too irritating and I've had enough. I should've left after I got the first phone paid off. Beware of extra charges on your bill. At one point a $5.00 charge showed up on my bill for 4 months and no one could tell me what it was for. They told me to call Microsoft to remove it!!! What? Why? They went as far as saying I had them add a service to my phone. I said I have never called Microsoft for anything in my life and what service? It took 2 months to get this straightened out. They never refunded that money but they did finally stop billing it. The latest and last fiasco was my attempt at getting a new phone. I tried calling their webstore number and all I got was voice mail which I left my name and number and said I needed to get a new phone. I called about 5 times, no one ever answered and I left the same message each time. No one ever called me back. I had the email address of one agent who helped me with something previously so I contacted her. I told her I couldn't order a phone thru my self serve because it just wouldn't take the order. She got someone from the webstore to contact me via email and told me that ordering the phone thru self serve didn't work. Then he proceeded to give me directions on how to order a new phone THRU SELF SERVE!!!! Hello? Anyone home! I'm done.