Formal Complaint – Misrepresentation of Koodo Internet Pricing by Door-to-Door Sales Representative

When you signed up, did you get a document with the plan info and details?  What price does it say in that document?

At the time of signup, we were told that the plan details and documents would be sent by email. I only recently discovered that the email had actually been sent, but unfortunately it had gone directly to my spam folder, so I did not see it earlier.

More importantly, during the activation process, Ruben contacted Koodo directly, and we specifically asked multiple times whether the monthly cost would be exactly $50 with no additional charges or hidden fees. This was confirmed repeatedly during the activation call.

As you know, Koodo records activation calls, so those confirmations should be available in your recordings.

What is extremely concerning is that the actual charges and conditions now appear to be different from what was clearly promised to us during activation. From a customer perspective, this feels completely misleading and unacceptable.

Frankly, this experience has seriously damaged my trust in both Koodo and its sales representatives. Based on what happened, I no longer feel that the information provided during the sales process can be trusted.

At this point, instead of questioning us, I strongly suggest that Koodo contact and investigate its own sales representative regarding the misleading information that was provided during the sale. Your company should be asking why customers were clearly told one thing during activation while different charges and conditions appeared afterward.
His name is Ruben D

To clarify, I am not Koodo.  This is a public forum.

But we are here to gather as much info and to triage the issue prior to flagging a rep.

When you did find your documents in your spam folder, does the plan say $50 or something different?

We did not carefully read the final contract documents because during the sales visit, the representative showed us a different contract directly on his mobile device, and the amount displayed there was approximately $50/month. Based on that representation, we agreed and signed.

We trusted the representative because he repeatedly confirmed during the activation process that the monthly amount would be around $50. Only after confirming the price with us did he collect our credit card information and proceed with the activation.

It does not make sense to us how the final official contract could later show charges closer to $90/month when the offer verbally presented and confirmed to us during the sale was approximately $50/month.

We only discovered later, after several months of billing, that the actual contract and charges were significantly higher than what had been represented to us during the sale.

EDIT

​@Mohammad mesbah  I noticed you signed up in January.

Were your first few bills $50/month and it only recently increased to $90/month

Thanks

Sorry ​@Mohammad mesbah i edited my reply as I was flagging a rep.  I just had 1 more question

It was actually around $90 from the beginning, but we genuinely misunderstood the charges because we believed that amount included my mobile phone bill as well.

Only yesterday we realized that my mobile service was actually being charged separately through my spouse’s account. We had never discussed the billing details together before, and both of us honestly believed everything was correct based on what the sales representative had verbally promised during the activation.

Because the representative repeatedly confirmed a price around $50/month during the sale and activation process, we trusted that the Internet portion itself was approximately $50. That is why we did not immediately realize the actual Internet contract had been activated at a much higher price.

Ok I have flagged a rep

I wish Koodo and other companies would stop this door to door sales practice. It is outdated and frankly as a woman I don't like strangers knocking on my door if I am alone. We had a Telus Rep come around at 9:30 pm a few years ago. My husband opened the door as I sure wouldn't.

I also would never agree to any contract without having it in writing in front of me. Buyer beware.

Hi ​@Mohammad mesbah ! I’m sorry to hear about your experience! Did the rep mention any credits during the activation, by any chance ?