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An offer was given on Saturday, asked for a callback but never received. Now currently on hold for over 90mins, as the current CSR could not “honour” same

promo therefore transferred to Loyalty Team

For any loyalty offers you’ll have to talk to loyalty about them. Community reps don’t have the ability to give out loyalty offers unfortunately.


I was promised $90 bill credit by the "Loyalty Team" when they called me on 26-Nov-2024 and also the 28 countries long distance minutes add-on free perk, and now they activated some other perk for 1250 long distance minutes and now the customer service is NOT acknowledging the notes and now I feel disappointed.


I was promised $90 bill credit by the "Loyalty Team" when they called me on 26-Nov-2024 and also the 28 countries long distance minutes add-on free perk, and now they activated some other perk for 1250 long distance minutes and now the customer service is NOT acknowledging the notes and now I feel disappointed.

Do you mean they see the notes on our account but refuse to honour them or that they see no notes?

 

See your post here

 


Hi, I meant, that the people cannot see the entirety of the notes by the previous personnel and also they’re NOT trusting my words for the details, which were explained to me at the time of switching to this plan!

There are 2 major things now:

  1. I am trying to understand the bill details for my Account #***.
QC Municipal Tax for 9-1-1$0.52
Shock-free Data 60GB (exp. Dec 03 2024)$0.00
Connection Fee$70.00
Unlimited MMS (incoming and outgoing) (exp. Dec 03 2024)$0.00
Additional data $13/100MB SFD (exp. Dec 03 2024)$0.00
Unlimited SMS (incoming and outgoing) (exp. Dec 03 2024)$0.00
$30 60GB UL Can min QC SFD (5G Speed)$30.00
$0 1250min International LD Add-on (US, IND, GER, CHINA, HK, TW, BD, ITALY, MEX, AUS) (exp. Dec 03 2024)$0.00
$0 Unlimited International SMS and MMS (exp. Dec 03 2024)$0.00
 
 
→ why is the plan still saying that it is $30 per month? As I was told and explained multiple times that the bill would be $25 + tax !
→ also, instead of $90, why does it say $50 of credit only?
 
  1.  
  2. The 2nd point is: that, I have this under my plan:

    Easy Roam US - PayPerUse Access On $0

    Easy Roam INTL- PayPerUse Access On $0

    International Data Roaming $0

    $0 1250min International LD Add-on (US, IND, GER, CHINA, HK, TW, BD, ITALY, MEX, AUS) $0

    Pay-Per-Use Intl Long Distance $0

    International Voice Roaming $0

They seemed to have given me the wrong option, there was this option for INDIA, UK, BD, AUS, US, China - six countries - and that option was not activated, so, this also needs to be changed please.

Hi ​@jimmy369 we’ve edited your post to hide sensitive information as this is a public forum. We’re not seeing details of the offer you mentioned on the account, were you able to speak to our Loyalty team? 


Hi Georgia,

This is exactly the problem, that I’m unable to explain - I am being considered a liar and this is exactly what I felt.

 

Koodo Assist is NOT at all useful, there are NO options to get some useful resolution from this online tool - it isn't comprehensive and doesn't resolve any issues at all, as an example, I joined Koodo, as the retention team called me and offered me that I would be getting $90 while joining as one time credit and this is OVER and ABOVE the $70 (the activation fee) - so, in total I was supposed to get 90+70 = $160, as a one time waiver, also, I didn't get the 27 country add-on pack.

 


Hi ​@jimmy369 we’ve edited your post to hide sensitive information as this is a public forum. We’re not seeing details of the offer you mentioned on the account, were you able to speak to our Loyalty team? 

Hi Georgia,

This is exactly the problem, that I’m unable to explain - I am being considered a liar and this is exactly what I felt.

 

Koodo Assist is NOT at all useful, there are NO options to get some useful resolution from this online tool - it isn't comprehensive and doesn't resolve any issues at all, as an example, I joined Koodo, as the retention team called me and offered me that I would be getting $90 while joining as one time credit and this is OVER and ABOVE the $70 (the activation fee) - so, in total I was supposed to get 90+70 = $160, as a one time waiver, also, I didn't get the 27 country add-on pack.


Hi, I meant, that the people cannot see the entirety of the notes by the previous personnel and also they’re NOT trusting my words for the details, which were explained to me at the time of switching to this plan!

There are 2 major things now:

  1. I am trying to understand the bill details for my Account #***.
QC Municipal Tax for 9-1-1$0.52
Shock-free Data 60GB (exp. Dec 03 2024)$0.00
Connection Fee$70.00
Unlimited MMS (incoming and outgoing) (exp. Dec 03 2024)$0.00
Additional data $13/100MB SFD (exp. Dec 03 2024)$0.00
Unlimited SMS (incoming and outgoing) (exp. Dec 03 2024)$0.00
$30 60GB UL Can min QC SFD (5G Speed)$30.00
$0 1250min International LD Add-on (US, IND, GER, CHINA, HK, TW, BD, ITALY, MEX, AUS) (exp. Dec 03 2024)$0.00
$0 Unlimited International SMS and MMS (exp. Dec 03 2024)$0.00
 
 
→ why is the plan still saying that it is $30 per month? As I was told and explained multiple times that the bill would be $25 + tax !
→ also, instead of $90, why does it say $50 of credit only?
 
  1.  
  2. The 2nd point is: that, I have this under my plan:

    Easy Roam US - PayPerUse Access On $0

    Easy Roam INTL- PayPerUse Access On $0

    International Data Roaming $0

    $0 1250min International LD Add-on (US, IND, GER, CHINA, HK, TW, BD, ITALY, MEX, AUS) $0

    Pay-Per-Use Intl Long Distance $0

    International Voice Roaming $0

They seemed to have given me the wrong option, there was this option for INDIA, UK, BD, AUS, US, China - six countries - and that option was not activated, so, this also needs to be changed please.

 

 

Hi Georgia,

This is exactly the problem, that I’m unable to explain - I am being considered a liar and this is exactly what I felt.

 

Koodo Assist is NOT at all useful, there are NO options to get some useful resolution from this online tool - it isn't comprehensive and doesn't resolve any issues at all, as an example, I joined Koodo, as the retention team called me and offered me that I would be getting $90 while joining as one time credit and this is OVER and ABOVE the $70 (the activation fee) - so, in total I was supposed to get 90+70 = $160, as a one time waiver, also, I didn't get the 27 country add-on pack.


Hi ​@jimmy369 

We have reviewed the details on our end and we have sent you a PM with more details, feel free to check out your community inbox when you get the chance

We also recommend downloadin the service agreement in self serve: https://www.koodomobile.com/en/help/viewing-and-downloading-your-customer-service-agreements-csa?srsltid=AfmBOoqjGo_KrolHwg_8t-YxAzWw-PJHAWDbbMa2Jt9R3xYibrh9DQRM


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