I have been on auto top-up for close to 5 years now and today experienced loss of service due to Koodo's system not working properly!
My monthly renewal was May 1st this month and I received the usual text about it renewing a day before. This morning, May 2, I left for work in the car only to discover wireless data would not work. Upon arriving at the office I logged into my prepaid online to discover big red messages about base plan being expired a big message box indicating my service was suspended and that I should add funds before July to keep booster and phone number. This text box also indicated to ignore this warning if auto top up was setup - which it has been for *years*.
It was at this point that I discovered my phone was completely disabled...no calling possible, no text, no data..nothing. Thanks Koodo!
I sent a twitter DM at 8:35am EST to Koodo and received a reply at 1:11pm EST - a canned response telling me to call *611 or a toll free number. So much for "live" and quick interactions on social media! I tweeted Koodo because I don't have two hours to spend on hold calling in. Even after updating Koodo that it "resolved itself" and asking for someone internal to check things out, I was brushed off and told to call the prepaid dept. Seriously, this is customer service???
I decided to wait until after 12pm to attempt anything further since this is the time each month I get a text from Koodo thanking me for using auto top up and that I saved 10% blah blah.
Sure enough, 12:04pm arrived and I get the Koodo text message. I quickly log back into online account, only to find all the red warnings and text boxes have gone and everything was normal - all phone services had been magically restored!! So in a nutshell, I had no phone service for 12 hours because of a system issue.
If a mobile master can forward this internally for them to check and fix whatever is broken that is appreciated. I have another phone due to renew on May 19th and do not want this to happen there, or for anyone else for that matter!
Some quick searching revealed similar issues months ago, so this is not the first time...but I hope it's the last! Are you listening, Koodo - thanks for ruining my day.