Dear Koodo Team,
I have not yet received the SIM cards, and they are still in transit. I have also not activated any service; however, I can see that an account has already been created. I received an email stating that if I am not satisfied, I may return the SIM cards at a Koodo store.
During the initial sales call, I agreed to the connection under the understanding that it was a TELUS service. I was not informed that the service would be with Koodo. Even if Koodo is a subsidiary, this should have been clearly communicated prior to creating or activating my account.
Furthermore, the email I received after the call references an LTE SIM, whereas I specifically requested a 5G connection. When I reviewed my Self Serve account, the plans and pricing shown do not match what was clearly offered to me over the phone.
Specifically, the sales representative, Amalia, offered me $27.50 per line for 60GB each, with the $80 connection fee waived on each line. Now, my Self Serve account shows a mismatch: one line is on a $50 plan and the other on a $35 plan, while I expected equal plans and services on both lines. Additionally, I see a $10 autopayment credit applied on these plans, which does not match what was promised during the call.
Due to these discrepancies, I am not comfortable proceeding, as I feel I was misinformed during the sales call. Please confirm the exact final monthly price per line after all applicable credits. If the plan cannot be adjusted to match what was originally offered, I request that this order be cancelled immediately, with confirmation that no billing has started or will start. Please also advise whether the SIM cards need to be returned.
I would appreciate your prompt assistance in resolving this, as I have not been able to reach support by phone and the chat assistant has not been helpful.
Thank you for your attention to this matter.
