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Is this a real email? We regret to inform you that we couldn't process your order,

  • 5 December 2021
  • 5 replies
  • 1376 views
D

I applied online to transfer my phone to Koodo. I was told the credit check was approved and I’d get the SIM card within a few business days. A few days later, I received this email and I don’t know if it’s legit. It seems odd and I haven’t clicked on any of the links just in case. Has this happened to anyone else before:

 

“Hi there,

 We hope you’re doing well. We regret to inform you that we couldn't process your order, because we were unable to validate some of your credit file information. For this reason, your order has been cancelled.

 If you made an upfront payment, you'll receive a refund that should appear on your credit card statement within 3-5 business days. Before attempting to place a new order, please make sure any overdue balance is paid.

 For more details about your credit information, we advise you to contact Equifax or TransUnion directly. We won't be able to approve any further orders until your credit profile is updated. You can also visit a Koodo shop/retailer so that a rep can verify your identity and attempt to activate your services.

Please note: An in-store activation comes with a $50 connection fee that will be charged to your first bill. This fee includes the cost of your SIM card and a personalized walkthrough of your services with a Koodo specialist.

 To find the store closest to you, click here. When visiting, please be sure to have at least two of the documents mentioned here.

 Thanks for your understanding,

The Koodo Web Store

Open Monday to Friday”

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Best answer by MilkyWay 5 December 2021, 19:20

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5 replies

Dinh
Userlevel 7
Badge +4

I think the email was legit.

As they mentioned in the email,there was something wrong with thr credit profile. Did your credit card under your name and it had the same address with your Koodo account registration? 

 

A Koodo customer, opinions are my own.
M
Userlevel 7
Badge +4

I applied online to transfer my phone to Koodo. I was told the credit check was approved and I’d get the SIM card within a few business days. A few days later, I received this email and I don’t know if it’s legit. It seems odd and I haven’t clicked on any of the links just in case. Has this happened to anyone else before:

 

“Hi there,

 We hope you’re doing well. We regret to inform you that we couldn't process your order, because we were unable to validate some of your credit file information. For this reason, your order has been cancelled.

 If you made an upfront payment, you'll receive a refund that should appear on your credit card statement within 3-5 business days. Before attempting to place a new order, please make sure any overdue balance is paid.

 For more details about your credit information, we advise you to contact Equifax or TransUnion directly. We won't be able to approve any further orders until your credit profile is updated. You can also visit a Koodo shop/retailer so that a rep can verify your identity and attempt to activate your services.

Please note: An in-store activation comes with a $50 connection fee that will be charged to your first bill. This fee includes the cost of your SIM card and a personalized walkthrough of your services with a Koodo specialist.

 To find the store closest to you, click here. When visiting, please be sure to have at least two of the documents mentioned here.

 Thanks for your understanding,

The Koodo Web Store

Open Monday to Friday”

Did you place a fraud alert on Equifax or TransUnion? That might be the reason for triggering this. I would suggest you to speak with them and remove the alert and then notify the Koodo Web Store once that is completed. 

D

Yes, my name and address is the same on everything. What’s weird is that the credit check was approved and then the site moved me onto to payment, etc. which is why I don’t understand what this is.

I guess, I’ll go into a store tomorrow to investigate.

D

No fraud alerts. I checked my own credit reports last night and everything looks good. 

M
Userlevel 7
Badge +4

Yes, my name and address is the same on everything. What’s weird is that the credit check was approved and then the site moved me onto to payment, etc. which is why I don’t understand what this is.

I guess, I’ll go into a store tomorrow to investigate.

Since you did it online, you would want to contact the Koodo Web Store instead. Send them an email at koodo.webstore@koodomobile.com. Alternatively, you can schedule a callback through Koodo Assist. https://Koo.do/Chat 

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