Sharing my recent experience with Koodo support

Koodo actually encourages people to register/activate for their service online instead of calling and asking a rep to do it. A name and email can be spelled incorrectly over the phone. As well, an activation fee may be applied.

Regarding your activation, from your description, they gave you a temporary number—which is different from your existing number. This is a normal practice. You would have to port/transfer your number yourself using self-serve.

You want me to flag a rep here to review the account and escalate feedback on the agents? 

Respectfully, this was not a case of a “temporary number” or a simple self-serve issue. A specific phone number was clearly discussed and agreed upon with the agent, and the order was processed without my final confirmation.

I did not request a temporary number, nor was I informed that a different number would be assigned. The agent also disconnected the call, forcing me to start over after already spending hours on this issue.

Regardless of Koodo’s preference for online activation, once a customer is working with an agent, they should expect accuracy, confirmation before charging, and professionalism. That did not happen here.

​@Robert T Yes, I’d appreciate that. The concern is the agent processing the order without confirmation, assigning a different number than agreed, disconnecting the call, and charging the account. Thank you for offering to escalate the feedback.

Eh, can you share more? which number did you request them to assign? Is it the current one that you are having? If so, they can't do it, a temporary number is assigned first in the contract since the current number is locked in with your current carrier. Koodo can't take it and assign it to you at the time of activation.

Hi ​@Nixx 

Thank you for taking the time to share you feedback! We're truly sorry to hear about your recent experience with the agent over the phone. This is definitely not the level of service that we strive to deliver.

Your feedback is valuable to us, and we want to assure you that it has been forwarded to the right team, so we can learn from this and improve!

Please let us know if you have any further questions or concerns in the meantime and we will do our best to help!

​@Dinh 

To clarify, I was not trying to transfer or reuse an existing number from another carrier. I was selecting a new Koodo phone number from the list of available numbers the agent provided during the call.

The issue is that a specific new number was discussed and agreed upon but a different number was assigned without my confirmation.

I don’t think so this could be system limitation, Instead, the order was processed, and the call was later disconnected, which is what made the experience frustrating.

Hi ​@Flo Koodo 

Thank you for the response and for acknowledging the issue. I appreciate that my feedback has been forwarded to the appropriate team.

I also just received a text from Koodo asking for feedback, so I provided more details about the specific agent I mentioned. I hope this helps improve the experience for other customers going forward. 

That sounds really frustrating. It’s disappointing when a support issue drags on and mistakes are made, especially after spending hours trying to resolve it. Good that you got a credit, but the experience clearly highlights poor communication and handling by Koodo.