Hello,
I was in a store to get a new phone and SIM card for my son.
The employee was able to pull up my account with “MY” drivers license and phone number.
I had a balance that had to be paid so he suggested that I call Koodo who has always been extremely helpful, especially when my old phone was hacked and being used by this person.
I’ve always been pleased with the quality of service until I spoke with the employee who happened to answer my call.
I was just in an accident (my son and I were thrown into a telephone pole, so with a severe concussion I couldn’t remember my PIN and after seeing my son fly forward and by the grace of someone my son was somehow stopped from being sent through the windshield. So I wanted to surprise him with a new phone)
The person I spoke with asked me my PIN and I told them I couldn’t remember. He asked for the last 4 digits of my drivers license and then told me that it was wrong, not the license that is on my account and would not tell me what the drivers license was.
I provided my phone number, my daughters phone number and the phone number of my sons and the payments that I made.
The new email address as well as the previous email address. I gave my home address as well as the previous phone number that I had.
I asked him if he could speak to the employee that was helping me, he said no he could not speak to the employee. Over 90mins on my phone I was no closer to being able to get any information.
It was clear that he was looking at my account, I was asking if I could make the payment and the remaining amount a week earlier than the required due date.
He then asked me if he could speak to the employee, who had gone on their break.
I was frustrated and said that I’d never had an issue before and I just wanted to make the payment and get the upgraded phone and a new plan. He was very abrupt and when I said that I had given him everything that any other person had asked for when I called and that I was thinking of having my brother who is with another provider have him order my sons new phone. He was not phased at all, knowing that the moment you suggest that you are sent to the loyalty department.
I’ve worked in a call centre with cell phones and knew that I had given everything that he needed and the moment I said I would go elsewhere that I should have been transferred over to loyalty department.
Unfortunately he didn’t seem interested and asked if there was anything else that I could help him with after suggesting that I have my daughter help me with the account since the Drivers License was not the same.
The employee at the store was in the process of getting the phone I just needed to speak with Koodo.
I ended up standing in the store on the phone for 90mins + and left the store empty handed and very disappointed that I couldn’t surprise my son with a new phone, all the phones he had were handed down but after the accident and seeing my son fly forward before hitting the pole I decided that he should have his own phone.
I’m unable to drive for 2 weeks so I can’t get to the store. I’m on my koodo account and I don’t see any offers for someone who has been with Koodo for years and has bought multiple phones from them and I’m wanting to see if they have any offers other than the ones that are on the self service site.
Any suggestions or advice would be greatly appreciated. My son is off to his friends and I had wanted him to have his own phone to show his friends.
thank you for reading this and sharing any advice you have.
