I was notified this afternoon that someone had used my account to sign up for a new phone E-sim (worth about $35) without my consent, and upon attempting to reach out to a customer service representative i was pushed back and forth through the nebulous and confusing AI assistant until i FINALLY was able to schedule a callback.
i scheduled said callback, and from the time i had requested it to the time i actually got onto the call, it had been approximately two hours.
now- i managed to eventually get through to a representative after another 15-minute wait upon the call forwarding, i provided my security PIN and various other information, after which he told me he needed to confer with the “Web Team” and that i would be on hold for a while longer.
he then put me on hold again. this time, for an hour and 45 minutes, with the same hold song on loop and not a single check-in. at this point I’m of half a mind to completely disable my entire account so that i’m not getting charged an unauthorized phone purchase. Eventually, after 2 hours on the phone, i elected to hang up because they clearly were not coming back. i then attempt to reschedule a NEW call-back request! because i need this scam purchase cancelled! and it DOESN’T WORK! telling me “we cannot process your request at this time”!
Why is there not a simple way to temporarily hold or cancel plans without waiting for 3+ hours? why does this company demand that you use a system that is vividly and unabashedly anti-human? I’m angry beyond measure and this experience has deeply hurt my trust in Koodo’s customer service team.
if ANYONE on the Koodo team is capable of simply cancelling a phone plan i DID NOT AUTHORIZE, then i BEG for you to respond. because I’m at the end of my rope, here.
