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Unable to register a credit card on Prepaid Self Serve


I would just like to let you know how absolutely terrible the user experience is across your whole set of process! I have been trying to register a new credit card for 2 days. Yesterday there was no function to add an expiry past 2020, this has now been fixed and won't connect card for no reason. I tried to call customer service and it cost me $5 still no fix! Password doesnt work for log in to online service so I reset, takes 5 mins for new password to actually work. try again woth credit card... still doesnt work!!! I will be going to another provider!

10 replies

Userlevel 7
Badge +4
Calling in does not cost $5. If it doesnt work to add your credit card on self serve, you can call in and ask them to do it. Just tell them you tried to do it on self serve and it wont work. They should not charge you for that
What number? Just tried to call again on 611 and it says "this customer assisted call will cost you $5, to avoid this fee please try koodo.com" so not only does it not work, you, the customer support agent don't even know how your own service fees are charged!
Userlevel 7
Badge +4
Barry D'Arcy wrote:

What number? Just tried to call again on 611 and it says "this customer assisted call will cost y...

Yes *611 I just called and I dont hear any mention of a $5 charge. Also I, a Koodo customer trying to help you out on a public forum, does know what I am talking about. But now I dont want to help you anymore.
Userlevel 6
Barry D'Arcy wrote:

What number? Just tried to call again on 611 and it says "this customer assisted call will cost y...

You must be on a monthly service and when you call 611 you have to punch in your number so they must know that's why you don't hear the $5 thingy. If you were prepaid you would.
Userlevel 7
Badge +4
Barry D'Arcy wrote:

What number? Just tried to call again on 611 and it says "this customer assisted call will cost y...

It's my understanding that any customer service fees are to be waived when Self Serve isn't functioning properly. Is this not the case? I'll try to get an official response for you.
Userlevel 6
Barry D'Arcy wrote:

What number? Just tried to call again on 611 and it says "this customer assisted call will cost y...

I think it depends. If the functionality doesn't exist there is now way they should charge and I don't they they do. If the functionality exists but someone can't figure it out on their own inthinknthats when they charge. The other week I wanted book some airline tickets on sale and the airlines website was down so I called them. They said they can help me but it's going to be an extra $50!if I do it through an agent. I said your website is down, they said wait till it's back up or pay the $50 if i dont want to wait..:-) Nice.
Userlevel 7
Badge +4
Barry D'Arcy wrote:

What number? Just tried to call again on 611 and it says "this customer assisted call will cost y...

An employee will be providing an answer soon.
Badge +4
Prepaid - Call to Customer Service Agent charges: http://help.koodomobile.com/prepaid/using-prepaid-self-serve/what-can-i-do-in-prepaid-self-serve Dennis' initial suggestion still stands. Call in and politely explain that you've already paid the $5 charge and that your credit card is not registering with the prepaid system.
Userlevel 6
None of us trying to help you here work for koodo. Lots of companies charge your for service calls nowadays, but koodo won't charge you for something that you can't do yourself.
Userlevel 7
Badge +4
It's a common message, I hear it every time I call and I have never paid a penny. It is just a friendly warning that you are encouraged to do things yourself in self service... obviously if that doesn't work, you can call in for free.

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