I renewed my 3 lines during a scheduled callback with Loyalty today. They needed to confirm each current line/device via text or call. My brother has one of the lines and was not available. We scheduled a callback for 6pm but no one called. I am unable to schedule another callback via chat.
Also, I received confirmation on a $45 CAN USA 100gb plan as agreed but minutes later that plan was removed and a (never discussed) $50 120gb plan added (same number).
How to get this straightened out?
As it’s a loyalty offer, you’ll have to get in touch with them.
Keep trying for a callback or if you google “Koodo loyalty” number you may find some kicking around online.
According to the details in the account a $5 recurring credit for a limited period was offered with the plan.
According to the details in the account a $5 recurring credit for a limited period was offered with the plan.
Thank you. At 2:09 pm yesterday I received email confirmation of the agreed upon $45 plan followed by another email with the pdf agreement attached.
At 2:14 I received an email confirming removal of the $45 plan and the addition of the never-discussed $50 plan. No pdf received.
Moments before, when I requested to remain on my $60 - $20 plan, the agent, in response touted the advantage with the $45 plan of never having to worry about expiring credits.
To move me to a never-discussed plan with expiring credits moments after the call ended is bizarre.
I have a callback scheduled at 2:30pm today.
My first phone line yesterday was changing from CAN/USA to CAN only.
It was abundantly clear and repeatedly discussed that the 2nd and 3rd lines were remaining CAN/USA.
The only plan discussed and subsequently agreed to was $45 100gb CAN/USA.
I now realize the agent signed me up for $45 CAN 100gb CAN only.
They must have realized their error after the call and switched me to the (never-discussed) $50 CAN/USA 120gb - $5 auto-pay discount.
The agent today was not helpful. Not interested in what was agreed to yesterday or the scheduled callback that never came.
He left a message for original agent to call me but did not sound hopeful that anything could come of that as yesterday's deals no longer exist.
I was trying to save the stress of renewing in-store but I guess this way can be painful as well.
If this remains unresolved I will 'Escalate to our Management Team' when that department reopens Tuesday.
Update:
The original agent never called back.
I spent 90 minutes on the phone with the Telus/KOODO help desk Monday.
There were still unresolved issues so I wrote to the management team once they reopened Tuesday.
They commit to: Our Management Team will contact you within one to two business days.
I have my CCTS complaint all ready to send in the morning.
Good luck to all those dealing with similar issues!
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