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What is going on with your service??


I used to be very satisfied with your customer service until recently. Was put on hold for over an HOUR! With no call back option. Then app doesn't work and now I can't get my data usage! Can someone please explain?

6 replies

Userlevel 7
Badge +4
Hi Kayla - we experienced an unexpected issue with self-serve today. Did you have any specific questions we can help you with here? If the question was about your usage, you look to be good at the moment. Phone number ending in 17, correct? If so, it looks like you've only used 8% of your monthly allotment to-date, and this will reset as of midnight Jan. 6.
Hope that helps.
Everytime I call all I get is hold music for an hour . I used to get a call back option. Now nothing?
Also as I'm again on hold for 30minutes now as I type this, I need to talk to someone about why you guys keep charging me 1 cent transactions when I pay my bill?! I only get 12 per month and now I have two a month coming from you guys. You're costing me overcharges at the end of the month. WILL SOMEONE PLEASE CALL ME BACK??
Userlevel 7
Badge +4
Kyla Briggs wrote:

Everytime I call all I get is hold music for an hour . I used to get a call back option. Now not...

Hmm...we'll have to look into what's happening with the call back feature. It should be working. That said this is a much better place to get answers for a variety of thing without having to wait on the phone. As far as the one cent charge that is typically for validation of the card but it should always be credit back. By the time you get your statement from your credit card issuer it shouldn't really be on it. I pay my phone bill with a credit card like you and the once charge hasn't showed up once yet. 
Userlevel 7
Badge +4
Kyla Briggs wrote:

Everytime I call all I get is hold music for an hour . I used to get a call back option. Now not...

The 1 cent transactions should not actually be billed, they are supposed to confirm the validity of the credit card, and work similar to the 'hold' put on a credit card when you book a hotel room.  Is the transaction still present at the end of the month?

Kyla Briggs wrote:

Everytime I call all I get is hold music for an hour . I used to get a call back option. Now not...

Long story short. I lost my phone and then found it, so wanted to be able to use it. Went through on line, where I got the option for Koodo to call me back the next day, as in today. I chose 7:30am for a call back time. I got a message that I would recieve a text prior, which I did at 8:27 am, stating that I would be getting a phone call shortly and to answer the call. It is now 11:21 am and not phone calls, and sent them 3 text messages back and the last message I am getting very upset, and asked if Koodo was a joke? You have wasted my entire day as I live on a farm and things need to be done, and when I get told something, and its a lie, koodo has no intentions of satisfying a customer, then I get choked. What are you going to do about it, or does a person need to go else where for service,
Userlevel 7
Badge +4
Kyla Briggs wrote:

Everytime I call all I get is hold music for an hour . I used to get a call back option. Now not...

@Laura: not sure what happened with the call back... However, you could reactivate your phone (after you reported it lost) in selfserve: https://www.koodomobile.com/help/reporting-your-lost-or-stolen-phone

You could also send message to their facebook (https://www.facebook.com/Koodo), twitter so you don't have to wait on phone.

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