Perk Not Showing

Hello ​@Alliswell ,

We have reviewed the account and tried adding the perk from our end and encountered the same error as you. We will send a form to request the perk to be added.

Hi, I’m still not able to resolve this issue. The perk has not been added to my account, and I also didn’t receive the form that was mentioned. Could you please confirm the status of this request and resend the form if needed? 

The form is submitted by the rep to the Perk team.

It typically takes a few business days.  I would give it until Friday.  Report back if you see no changes by Friday

Hi, I’ve noticed that the perk has now been added to my account—thank you for resolving that. However, we made a few calls earlier under the impression that the perk was already active. Would it be possible to have those call charges reviewed or removed since the issue appears to have been caused by a system error on Koodo’s side?

Hi ​@Alliswell, glad to hear the perk was successfully added. Once the bill showing the charges has been issued, please let us know here and we can look into charges then. 

Hi Koodo, I have the same problem - with the Internal Easy Roam perk. Added it in self-serve, never got the confirmation email, and the perk doesn't show enabled in self-service. In fact, it still asks me to select my free perk. I tried several times 2 weeks ago, and now again.

​@Koodo could you fix this for me manually as well, please?

Hi ​@DrIPhone 

Can you try adding a different perk and see if the system lets you? If it does, you should then be able to switch to the perk that you would like. Some others have found this to work.

If it doesn’t work, let me know and I can flag a rep back to the post to see if they can add the perk. 

​@DrIPhone 

Just to double check, are you looking to add the 3-day Easy Roam US or International as the free perk?

Hi ​@Oliver C  - I tried adding the long-distance perk - didn’t work either.

​@Flo Koodo - yes, 3-day Easy Roam International, please.

Thank you for confirming ​@DrIPhone 

We have tried to add it from our end but we were unable to.

We have submitted a request and it will be added in the backend within 3 business days.

We are sorry for the inconvenience created!

Hi Flo, thanks - the perk shows now as activated.

Hi ​ ​@Georgia Koodo , the bill has now been issued and shows $19.80 in long distance charges for calls made before the perk was added (due to the system error). Can the team please review and credit these charges? Thanks!

Let me flag a rep for you ​@Alliswell 

​@Dennis Thanks!

Hi ​@Alliswell, I was able to credit the long distance charge, the bill will not be re-issued but you can see the updated total due in your self serve. 

Thanks! ​@Koodo  I see the updated total due. I've set up pre-authorized pay, so it should only take the total due amount, not the original bill, right?

Correct

Thanks ​@Dennis