Need to speak with a manager re: a prepaid account. Best number to call?

What was the issue that happed last friday?  Is it the same issue that is happening now?

What has been tried?

I have no clue what happened exactly last Friday, other than the request was rejected by Telus on Thursday, apparently, then accepted on Friday. My guess is the first name’s spelling doesn’t match what Telus has on file. Telus’s is a mispelling that I only caught AFTER I made the transfer request through the self-serve option in my account. 

After posting here in desperation, I called back the prepaid support number and was told that there is no manager or supervisor, there is only the support team in what sounds like Mexico to me based on their accents or in-store employees in Canada. How can there be no one to kick this up to?? 

Koodo no longer offers a direct phone number to reach a manager or supervisor. Instead, you can schedule a callback with a live agent through Koodo Assist at koodo.com/help, which may connect you to higher-level support. Another option is to message Koodo via their Facebook or X profiles for direct rep contact.

This is only for postpaid : If you want, I can flag a rep to review your case for escalation (missed the part where topic is ré: prepaid)

If a rep is more informed and able to help than a front line agent who returns calls via the Chat feature, then yes, please do flag away! Thank you for offering. :)

Unfortunately, reps on this platform cannot assist regarding prepaid accounts, only postpaid. Robert may have been mistaken in suggesting this.

However, you should follow their other suggestions on how to reach a rep such as scheduling a call or reaching out via social media as they will be able to assist regarding prepaid issues.

Are reps the same as front line agents, though? Meaning the people who respond to requests for callbacks via the Chat feature on the Koodo website. 

Good question, they’re not the same people who respond to callback requests etc, They only manage this page.

The reps on this platform are limited to basic account issues that cannot be solved by the mobile masters and the community for example inaccurate charges, account changes etc.

Regarding your issue, they can normally assist with porting problems, but only on the postpaid side. They do not have the ability to look into issues regarding prepaid accounts.

They’re great at what they do, but what they can do on here is limited at which point you need to speak to a rep through a callback as they have more resources to help.

Sorry a bit confused now… when I go through the Chat system and request a callback, am I getting an informed rep or just a front line agent? It seems I’d fare best with a rep; I just need a surefire way to contact one. Via the FB page?? 

The reps that you get via a call back are informed reps. They do have the ability to sell things like front line reps do, but their purpose is not primarily in sales. It’s to help with your problems so they would know the most on how to help you and if not, they can escalate further.

The FB page is also great way to reach a rep directly. They’re also informed reps. Sorry for the confusion, I hope this clears things up 😅 if not let me know.

I went to their FB page and they haven’t had any new posts since 2023. Not very encouraging that anyone is actually monitoring that page anymore, frankly. 

They are still monitoring the page you just have to send them a private message through that platform to reach a rep. You don’t need to make a post on the Facebook page similar to as you did here.

You could also try their dedicated porting number: 

1-844-232-7678

Sorry, I missed the part where the topic was about prepaid.

ah I see mate I figured as much all good 😎👍