So I've had a Koodo prepaid phone for approximately 7 years. The entire time my account has always been paid and I'm in good standing.
When i I began my service with Koodo each month I paid my balance and stayed in good standing I would accumulate credits on "my tab".
A few years ago Koodo changed their policy and restricted "my tab" at $150 maximum.
i continued to pay my bill and be a valued customer. At least I would think.....
i went into a Koodo dealer today wanting to add another phone to my account.
After spending about a half and hour on hold and speaking with a customer service agent enquiring why my $150 tab has disappeared. They mysteriously found my $150 credit. The agent refused to speak to their Koodo representative advising she would need to call a different department called Customer Channels. Argghhhh.
After she called, waited on hold, explained everything they again verified I do have a $150 credit on my tab.
They go on to explain I can only use the credit for a phone replacement on my existing number not to add another phone to my account.
So, Koodo will pay for a replacement phone on my existing account but (don't want to pay for the same phone and add another monthly plan/phone). How does that make any sense?
Technically I could opt to get a replacement phone on my existing account (which Koodo would pay for) and then transfer that phone and create a new account. That just takes me a bunch more time dealing with Koodo agents and beuracracy. In the end Koodo still pays the $150 subsidy but they'd prefer I pay for 1 phone and 1 contract rather than having twice the business? How does this make any logical business sense???
If anyone has insight to this, or perhaps I may have simply encountered a multitude of people who didn't really know how or what to do.
Please advise if you can help!!!!!!!!