Locked Out

When you call 611 the automated service doesn't allow you to top up with a credit card?

Was everything working previously? 

When was the last time you logged into your self serve? 

This is a known issue. However, you should be able to bypass it with this glitch. You can register your Self-Serve account with another email address and you should be able to get back in.

My debit card was expired.  The clown bot on the phone didn’t tell me that.  Just told me it couldn’t help me.
I drove to the telus store to find out I had to drive to a “corporate store” to get the problem solved.
Ok so I drove across the city and $10 in gas and an hour later I was at the bigger telus store and he updated my debit card for me.

Then he set me up for a callback from koodo, for the password problem.  Cause he does this for a living but couldn’t help me with that basic problem apparently.  The callback time came and they called me and told me they are monthly so they can’t help me.  Ok so they set me up for another call back an hour later.  Ok this person said they are post paid so they can’t help me.  So this person stayed with me and transferred me to “prepaid”.  Even though I answered a bunch of security questions the prepaid person couldn’t access my account because I couldn’t login to my google email cause my passkey was at my new house.  (I have it now but didn’t before).

So we set up a time for him to call me back.  That was yesterday.  He didn’t call me.

This is the current state of the free world, because of the greed of the rich and their AI bot clownworld bullsht.  Billionaire fortune 500 companies can’t even handle a password and an expired debit card.  And their staff members can’t set up a callback with the proper office.  I’m not always cranky like this but WOW this company is maximum cringe.

I’ll be finding another provider as soon as I can.  Not that there are a lot of choices in Canadastan, thanks to our lovely gov’s refusal to actually enforce their own monopoly laws.

It is indeed unfortunate that the Telus rep kept assuming postpaid for assistance, as Koodo splits customer support between postpaid and prepaid entirely. 

Not sure what Koodo could do about you not having your passkey with you. There needs to be a certain degree of security to prevent fraud by taking over of people’s numbers to take over 2FA for fraud purposes. It’s annoying when you’re not prepared for it, but it’s also annoying when you become a successful target of fraud. 

AI isn’t smart or actual AI. Most companies are trying, but it’s just a language model. It has many limitations. It is indeed bothersome to have companies overrely on it like this. But I wouldn’t expect other telcos indeed to any better in their respective dpeloyments. 

Yes Koodo and all telecoms should do better.

Prepaid is fundamentally difficult to manage since no ID check is needed, so I understand why a passkey via email was requested to confirm you are indeed the owner.

However, you still hold some responsibility here.  If your card expired, this should not have been a surprise to you.  It’s your card, and you would have gotten a new card.  Yes it would be nice for Koodo to tell you your card is expired, but you would have known well ahead of time..

Calling 611 should still allow you to pay via credit card.

If you do plan on porting out, you dont need to worry about logging into your self serve.  Just top up 1 last time over the phone and you can port out by replying to the porting text.

The Fortunate 500 only contains US companies, so Telus is not on that list.  Telus also doesnt make the Fortune Global 500 list.  It is not even a top 10 company within Canada.

It is not illegal for a company to become a monopoly in Canada.  Telus is also not a monopoly.

As a reminder, your racism is against the guidelines of the community and your post has been flagged