Do you mean you are trying to update your address on your account in self serve?

Can you elaborate on what happened and what you tried or attempted?

No, I ‘joined’ the service last November and submitted my ID, address proof through online application. But I could not activate my sim. I asked customer service last December. He asked me to resubmit those documents via email to frandfax Koodo to do the checking. Then I wait for several weeks and no response. I asked customer service twice and they said ‘processing and wait’. Last week I called customer service again, he was helpful and checked, and the department told the customer service that I have to resubmit address proof again as the last address proof has been expired (not within 90 days). That address proof was sent last December and no progress, and now it’s February, and I was told the address proof was ‘expired’. Interesting! I sent an updated version of address proof last week again. I asked the customer service whether I can contact that department directly, the customer service said no. So I still have to wait. If no progress again, my update address proof (sent last week) will be ‘expired’!!

Can your address be validated by Canada post system? I wonder what was the reason for address validation in the first place?

Yes, my address can be validated by Canada post. It’s not a new place. I can receive letters from banks. I don’t know the reason. I guess only Koodo knows. We went one of the retail shops, and the staff said the  only way we can do is to call customer service hotline. We tried three times through customer service. This way of response of customer’s problem is very discouraging and frustrated.

I wonder if there is any department or any manager in Koodo, other than customer service, so that we can report this case and help to follow up immediately.

My wife also joined Koodo service last November and started using the service without facing any problems. 

When Koodo rep answer you did they mention anything about “anti-fraud team” or something similar?

From your description, your address submission might have been investigated by them. For whatever reasons, they might have flagged your information as potential “fraudulent” and they would wait for someone from the team to finish investigation before they can do anything. There isn’t much you could do besides waiting if that is the case. 

Yes, he mentioned anti-fraud. It was on December 11. And I submitted my ID and address proof that day as requested. I understand that they can investigate my information for whatever reasons. I really appreciate their rigorous work. But it is February 12, almost two months, no progress, no reply, no information on the contact person in charge. Please respect customers.

Let me flag a rep here to see if they could provide any extra information regarding your case.

Hi there ​@Louis L 

Unfortunately we could not authenticate the account through the log in method used here.  If possible, please log out of the community and when you log back in, use the Self Serve method as shown in the following picture: 

Let us know when it is completed. 

This is a new phone number right?  Or did you port your number in?

The anti-fraud team is a bit of a blackhole.

Honestly if they are not holding your number hostage, I would research alternative options

Not a new number. I plan to keep my existing number from existing service provider to Koodo.

I can login through using the Self Serve method. Thanks.

Did the number get ported in already to Koodo?

Got it! Unfortunately without authenticating the account, we cannot check the account details. We would recommend that you schedule a call-back through the Koodo Assist in order to discuss with our dedicated team over the phone.