Could a Koodo manager help me, please! So basically, I went into a Koodo kiosk a week ago. I have 6 months of excellent payment history, so the Koodo Rep that the kiosk guy spoke to, removed the credit limit from my account. The Koodo Rep also put in the notes on my account that I was eligible for the Tab Basic. Now I’m being told from a different Koodo Rep that I’m not eligible and the first Koodo Rep made a mistake and I would have to wait another 6-8 months to go on the Tab Basic. I don’t think I should have to wait that long. That was Koodo’s mistake and I shouldn’t be reprimanded for it. I want this resolved ASAP!
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Userlevel 7
+4
You actually can ask to speak to a manager when you talk to a rep over the phone. From your description, it seems to me you talked to at least 3 Koodo rep, when the rep said you could upgrade, why didn't you do it?
Regarding the issue, were you on a "Spending limit program" when you joined Koodo? Have you received the text saying you passed the program?
You are correct! I have spoken to 3 different Koodo Rep. The first one I spoke to (while at the Koodo kiosk) a week ago, said that I could get a phone on the Tab Basic. She even wrote that in the notes. But when the kiosk worker went to upgrade for me, it would not allow him to. That is why I did not upgrade at that time. The 2nd Koodo Rep said I was not eligible and could not explain to me why. I called again today and the Koodo Rep I spoke to said that the first Koodo Rep I spoke to, made a mistake. Now I am being told that I need to wait another 6-8 months before I am eligible for the Tab Basic. I did ask to speak to a manager today and the Koodo Rep gave me the run around. He said he was contacting the manager for me, would not even connect me to one. An hour and a half wait and all he did was just talk to 2 of his colleagues, not even a manager. I was on a credit limit when I signed up 6 months ago, but that was removed.
Userlevel 7
+4
You are correct! I have spoken to 3 different Koodo Rep. The first one I spoke to (while at the Koodo kiosk) a week ago, said that I could get a phone on the Tab Basic. She even wrote that in the notes. But when the kiosk worker went to upgrade for me, it would not allow him to. That is why I did not upgrade at that time. The 2nd Koodo Rep said I was not eligible and could not explain to me why. I called again today and the Koodo Rep I spoke to said that the first Koodo Rep I spoke to, made a mistake. Now I am being told that I need to wait another 6-8 months before I am eligible for the Tab Basic. I did ask to speak to a manager today and the Koodo Rep gave me the run around. He said he was contacting the manager for me, would not even connect me to one. An hour and a half wait and all he did was just talk to 2 of his colleagues, not even a manager. I was on a credit limit when I signed up 6 months ago, but that was removed.
That was little strange. If you finished the spending limit program, you should be able to upgrade. Let me flag a rep to have more information
Userlevel 6
+4
Hello
We’re sorry to hear that the experience was less than ideal and we apologize for any inconvenience.
We can see that you already spoke with our escalation team.
Your account will be reviewed after 6 months. If you have a good payment history, then we'll remove the spending limit from your account. You'll get a text from us when this happens.
Just so you know: Good payment means you haven’t missed a payment, and your account hasn’t been disconnected or cancelled for non-payment.
Details on our Spending Limit Program help page as well.
I am no longer on the spending limit, that was already removed. The problem is that the first Koodo Rep put in her notes that I was eligible for the Basic Tab and now I’m being told that I’m not eligible by the third Koodo Rep. When I asked to speak to a manager, the Koodo Rep refused to let me or connect me to one.
Userlevel 6
+4
That’s strange. I’m sorry to hear that. What I can see is a conversation with customer service and the agent completed the transfer to the Escalation team and they noted the conversation. This happened yesterday on November 19’th.
Thank you for your feedback, we will look into the situation for you and address it with the agents.
We can see that in the meantime you already spoke with our Loyalty team and they provided a resolve.
Don’t hesitate to reach out whenever you have any inquiries.
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