Yesterday, I used the AI chat on the Koodo website to make an inquiry and left my phone number for a customer service representative to call me back.
Today at 12:05 PM, I received the callback. The first representative asked about my inquiry, and after I provided the prepaid card phone number I wanted to check, the system transferred me to a waiting queue for another representative. After waiting for about three minutes, the second representative answered my call. I provided the prepaid card number again, and he asked if I had another contact number in case the call got disconnected. I gave him another phone number, and then I explained my issue: My prepaid card had not been used since December 2024, but I recently discovered that my credit card was still being charged. I requested to stop the automatic payments and to get a refund for the charges from December to February.
The representative verified my details, which involved several waiting periods. Eventually, he told me that my phone number was not a prepaid card but a postpaid plan. It turned out he had been checking the wrong number—the additional contact number I had provided earlier. After nearly 35 minutes of conversation, he finally understood that I was inquiring about my prepaid card. He then said he needed to transfer me to the prepaid card department.
After waiting again, the third representative answered. I explained my inquiry once more, but she told me that my prepaid card was under Koodo while she handled Telus accounts. So, she had to transfer me to a fourth representative. Finally, the fourth representative was able to cancel the automatic payments and terminate my prepaid card service. However, he refused to refund the three months of charges. His attitude was rude, and he kept blaming me for the issue, showing no understanding of my situation. It felt like I was talking to an AI. Do you know it take how long for this call . Is: 1 hour 4mins.
When I used the AI chat on the website yesterday, I specifically selected the prepaid card inquiry option. My English is not very good, so I requested a Cantonese-speaking representative, but the first representative told me there wasn’t one available. When I used Fido in the past, they had Chinese-speaking customer service. My husband and I are currently using Koodo for our postpaid plans, but with such poor service, we will be switching to another provider.
