poor service

Hi there,

some questions, how did you contact Koodo, was it through Koodo assist? Were you looking to cancel the service or were you looking for help with something else? What kind of documents did you send them?

Hi Oliver,

They have held the contract so I am unable to use my phone and they requested some government documents which I shared. With them, the service is still on hold. I am really disappointed.

I see, so to confirm, you ordered the service, received the device and contract, and then the service was placed on hold?

Koodo and other providers do this sometimes as a form of fraud protection. Once your ID and personal information is verified, they will follow-up and remove the hold. Did they say when they would follow-up? How did you contact the team originally?

 Suddenly they stopped answering my emails and the service has been on hold now for almost 2 weeks. Although all my documents are clear and in order.

I understand but can you please answer my questions above so that we can help here further.

First I contacted them in chat then they asked 

Me to send some documents to fraud by email.

Thank you for the information. The key part there is that you reached out via the Koodo assist chat. I will flag a rep on this platform for you to see if they can provide an update on the account.

Make sure you’re logged into the community using your Koodo self-serve credentials and they should be able to take a look at the account notes. They will respond here as I have. Note, their response times can vary, but they will respond.

Thank you 🙂

Hi ​, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!