Wrong phone was delivered, no updates or accountability

Was the phone ordered on the Koodo page? If so, you can contact the Koodo Web Store directly by sending an email to koodo.webstore@koodomobile.com for further assistance.

I ordered from the store, but the store told me I can only fix this by calling customer service. I’ll try that email, thanks. 

Have you received any follow up emails regarding the order like if it has been shipped etc? As it’s possible that the investigation is taking too long and the device may have been sent out already.

If that is the case, you can return the device once you receive it. Once returned successfully, you can order another device. To return the device you would have to schedule a call with a rep. When on the call, you can discuss the possibility of crediting the charges as, like you said, this is not your mistake.

The webstore can help with orders done through the Koodo webstore but usually not with an order done by a rep, I doubt they can provide any extra information on the order. I would suggest scheduling another callback and ask for an update on the investigation. Support Homepage | Koodo Mobile 

If you order from The store they should give you the phone right then and there.

Did the store complete an online order for you? 

Was there a connection fee charged for the phone purchase?

Did you get an email confirmation? 

I believe the order that was made was a “Ship to Home” order. This can happen at a store whenever the device is out of stock. At least based on the description, that’s what it sounds like to me.

The rep can order the device through their own system, build the contract, and then the device is delivered to the home address of the customer in case you were not aware ​@Dennis. 🙂

When a rep does this it is not processed through the webstore. However, when done this way, connection fees do still apply (which I never understood as it’s essentially ordering online tbh but hey). 

Hi ​@Customer1987, our apologies for the delay on a resolution with this issue. We confirmed that your case has been escalated and our team should be in touch today with more information.