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I have been with Koodo for many many years, and have myself, and 4 others on my account. So a pretty hefty amount going into Koodo's pockets every month.

My daughter being one of them, tried buying a new phone and plan on January the 6, 2025. This was the last day of their big sale.

She wanted to have her own account and did an online order, or tried, I should say, under her own email on  the last day around 10pm after she got home from work. That poor girl tried 8 different times to place the order with no success. Everything was filled out correctly, and her credit card had plenty of room on it to place the order. Plenty!

Being at night, she couldn't even call anyone from Koodo for help.

Now the big sale is over!

I am so annoyed and frustrated myself, and for her.

She was so excited, and then that excitement went straight out the window!

 

What error occurred when she tried to complete the transaction?

Hi Dennis,

Thank you for the reply. “We can't process your credit card”.  Not “Your card was declined”.

She has a $5000 limit, and there was only a $400 balance of purchases on it.

Did the credit card billing name and address match the name and address on the profile of the account?

Did she try another credit card?

Yes, the address upon registration was the same as the credit card's address.

That is her only credit card.

Sorry,  just reread your last reply. The current phone and plan she has is under my profile.

She wanted to get a new phone and plan under her name only. That is why she used her own email to set it up.

She moved out a few months ago, so she has a new address. But, when she filled in the required info, she put in her current address which is the same as her credit card address because she in fact went online and edited her old address to her current one when she 1st moved.

She moved out a few months ago, so she has a new address. But, when she filled in the required info, she put in her current address which is the same as her credit card address because she in fact went online and edited her old address to her current one when she 1st moved.

If the order was a new order and new customer, the issue was likely with a credit check. Generally, she could visit a Koodo location and ask a rep there to look into it. There was a promotion to waive a connection as well. As of now, it might be too late to check what was actually wrong with the order.

The only other thing I can think of, is when they asked if she wanted to keep her current number and she said yes, the system registered that her number already existed under another account and flagged the order not to go through.

​@Chanmadi We’re sorry to hear your daughter could not complete her activation! However, if she wants to keep her current postpaid number and transfer it to a new account in her own name, she would have to do so via a Transfer of Ownership. Here is more information on that https://www.koodomobile.com/en/help/transfer-of-ownership-town

The only other thing I can think of, is when they asked if she wanted to keep her current number and she said yes, the system registered that her number already existed under another account and flagged the order not to go through.

Did they actually say that or was it your thinking?

Koodo normally ask new customer to enter their current number, so they can contact you if they need more information.

It is just me trying to think of reasons as to why she could not process this online order.  I have been racking my brain trying to figure out why this has happened. My daughter is very upset about the whole mess, and frankly I am too.

Georgia from Koodo,

Thank you for the link, however she only wanted her own aaccount if she got the new phone and plan with the January 6 promotion.

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