I’m writing to share my full experience and ask for fairness, understanding, and resolution.
In November 2025, I called Koodo to upgrade my phone. My current device no longer holds a charge and has become unreliable. I was looking for a phone that would work for me — and if possible, help lower my monthly bill. I’m currently job hunting and living on a fixed income, so affordability matters deeply.
During the call, I was sold a Flip 7 phone and a plan with “$0 down.” But the representative did not clearly explain the full cost, long-term commitment, or that I was being reactivated on a line I thought was inactive. I was told I could keep my daughter-in-law’s line on the account at no cost — inactive, with no charges — and reactivate it later if needed. I agreed, believing this was safe and temporary.
But within weeks, I began receiving bills as high as $800 — an amount I cannot afford and did not expect.
I also quickly realized the Flip 7 phone was not right for me. It was flimsy, unresponsive, and kept turning on by itself. I struggled to make calls and navigate it. I explained this to your team and was told by a representative — Esther or Heather, I’m not sure of her full name — that I could return the phone, even though I was a few days past the return window, because I got it over the phone, not in-store. She said, “No problem — return it to the nearest location, and all charges will be removed.”
I trusted that. I went to return it — but they would not accept it. I called back, trying to reach Esther/Heather, but she never returned my call. Every other agent I spoke to said, “No. That’s it.” No help. No solution.
I gave up — not because I wanted to, but because I was worn down. My daughter-in-law even stepped in and paid $70 to disconnect the line, thinking that would resolve it. But still, the charges kept coming.
I’ve asked multiple times to have that unused line removed. Each time, I was told, “Are you sure? We can keep it on at no cost.” I said yes, thinking I was doing the right thing — but now I see I was misled.
Now, I have no phone. I’m job hunting. I can’t be reached. And I’m being punished for a situation that started with poor service, unclear information, and a phone I never wanted or needed.
The Flip 7 is stored. I’m even trying to sell it to help pay back what I can. But I’m furious. I was paying you faithfully — and when I needed help, I couldn’t get a hold of anyone. But the moment I fell behind? Suddenly, I’m easy to reach.
That’s not fair.
This wasn’t poor luck — it was poor management, unclear communication, and staff who weren’t trained to listen or help.
I’m not asking for a handout. I’m asking for fairness. For someone to hear me. For this to be corrected — not just for me, but so no one else goes through this.
I will pay what I can, when I find work. But I shouldn’t be destroyed over a mistake that started with your team.
Please review my account with compassion and common sense.
Thank you,
Marie
