This was a strange experience probably due to the unusual timing:

I had scheduled a callback yesterday at 430pm. I get the callback but the rep, let's call him Agent 1, opened with an offer for loyal/old customers to reduce my bill and update my sim/service and proceeds to confirm what my phone is and the current data limits. Very normal security things like name, number pin, explains that they don't need my full ID number and just the last 4 digits, email. He was a bit aggressive and was strange though probably also because I had asked if this was legitimate. And he just kinda aggressively asked why I would think it was not. He knew my address associated with my account as well. 

In the middle of all this, I get a second call saying my Koodo callback is now trying to reach me. I drop Agent 1 and answer this second call. Agent 2 is easier to understand and he opens with my actual concern. So I explain to him what's going on. He says it might be the sales team and since he has no idea about offers, he can't say for sure. He does check my account and says nothing has been changed or added. He does give me the sales 1-833 number though so I can call them myself to check. Agent 2 calls back after and proceeds to explain/confirm the offer. I say okay coz again, I thought it was legit. And in case the call gets cut, he gives me his "branch number" 647 8726653 and I ask his name: Aliraza.

The next day, I get a call from Koodo's legit number +18669956636 that shows KOODO on my phone and it is Agent 1, Aliraza! He then explains that since call yesterday went to after hours, he couldn't process it and now he is following up to make sure it gets done. He asks me the same security questions. He then proceeds to explain that I need to dial *21*6728912039# and that for 2 hours, I will not be able to receive calls while they set it up. He also gave an alternative number in case the first one doesn't work: *21*6478726653# So I do this and only after do I realize that it might not be a code but an actual forwarding number (in my defense, I have never had to forward calls so it didn't register as strange). 

I then proceed to call the Koodo sales 1-833 number that Agent 2 had given me as I now cannot schedule a callback and need a legit rep to talk to and report this. For TWO hours I am on the phone with a Koodo rep who tries their best to figure out what this is. She keeps checking my account to make sure no one has tampered with it while taking notes about it all. In the end though, she can't get rid of the call forwarding and has to transfer me to Tech Support. Another 30mins and tech rep says she has successfully cancelled call forwarding. No one can tell me who or what this scam Agent 1 Aliraza is. 

I am most definitely calling TransUnion (1-800-663-9980) and Equifax (1-800-465-7166) when their offices open on Monday. 

Now I'm wondering, is this an active employee selling information out and moonlighting as a scammer? How can we protect ourselves if they're using legitimate Koodo numbers?