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19 Topics

Laura971Beginner

Where can I share feedback on a customer service call?

I am not a Koodo customer so I don’t think I will get a text or e-mail to complete a survey, and I would like to share feedback about an employee I spoke with who was very helpful, efficient, and kind. Is there an e-mail address I can contact?

Hassaan BangashBeginner

posted in Other

Wanted to provide feedback on a wonderful customer service call

Hi, I received a callback from Suzana from Romania (I assume that’s how her name is spelt, apologies if I made a mistake) at 6pm ET and she stayed with me on the line for more than an hour and a half, answering all of the questions I had with a lot of knowledge and patience. She mentioned that I would be given a survey after the call but I have not received any texts yet, so I am worried it might have been directly after the call and I unknowingly hung up.. So I wanted to post my appreciation for her here, I saw someone else posted a similar thing a while back. Hopefully this reaches her. I wanted to acknowledge not only the friendly professionalism she maintained throughout our phone call, but the consideration and care she had for my problems. She is probably the most knowledgeable customer rep I’ve dealt with and I’ve dealt with a lot. She managed to help me with all of my issues. Suzana was very courteous and genuine - she didn’t sound robotic or inauthentic like people in this lin

shyinwpgBeginner

Rate/Review Our PhonesProposed

It would be nice if there was a feature to give ratings/reviews devices that we order after we’ve been using them for a while. This would be great in allowing customers to express their praise or criticisms of their devices, and, it would be useful for prospective customers (or customers looking to upgrade). Product descriptions written by the manufacturer are all well-and-good, but don’t take place of feedback from actual customers.

2

ssbyshiiBeginner

asked in Self Serve

Someone else using phone number?

I got two text messages from a Koodo number the other day giving me the number of a PIN. I wasn’t sure about it and thought it was just a scam so I ignored it. But that same day I got an email from Koodo asking to rate my recent customer service experience, even though I never contacted anybody. I was wondering if this could all just be a mistake/scam, or could somebody else actually be using my phone number? I went on my account and double-checked my bills and whatnot and everything looks normal to me. Is it something I should worry about or just ignore?

SS123Beginner

posted in Purchases & Returns

Feedback on your service model

I just wanted to let you know you are losing business due to your poor service model. I was excited to learn I could save money by switching to Koodo internet with a bundle, after entering a Koodo store. However, when I filled out the online form to book a service date, I did not know I should expect a confirmation email. I wasn't aware my request was not proceeding until 2 weeks later, when I first encountered your chatbot 🙁 to request a status update. After finally getting in contact with a service rep, I was instructed to fill out the online form again, but was not told I should expect an activation code. I received my equipment and tried to install it on the given date (another 2 weeks later), but I had to call customer service yet again to find out why it wouldn't work. I was informed that I should wait because the activation request hasn't been processed yet, despite being given the installation date by Kodoo. Needless to say, I never received an activation code since a technici

AsterOrganizer

posted in Other

Rep Feedback - Salvador

I wanted to rate a rep that I spoke to recently but that rep was the second one I spoke to that day as the first rep transferred me to him. Since I was transferred and did not speak to him initially the text message I received to rate my experience with the rep for that call was the first rep I spoke to who could not help me and transferred me. So I wanted to send a quick feedback for him as he definitely deserves recognition for his work. I spoke to a Salvador on the 9th of August at around 9:05pm or so. I wanted to rate him a 5/5 across the board. He was very helpful, kind, personable, attentive, sensitive, and overall had a good attitude. I enjoyed my call with him and as someone who has worked customer support I can tell that he is an amazing fit for the job. He genuinely seemed like he enjoyed helping me out and our conversation. Please make sure this gets to him. Thank you.

TdanBeginner

posted in Other

Feedback for Katherine out west

I have to say my new activation experience with the system was not great. I didn’t receive my SIM card for two whole weeks only to find out it was sent back to Koodo. I had my newly activated account closed by Koodo with a bunch of charges put on it, while the entire time I wasn’t even using the service. I only received the feedback form a month later and I wanted to be sure the recognition to the call center representative was properly captured since the survey wasn’t capable of separating my actual activation experience and the customer service after the fact. I wanted to give a HUGE shout out to Katherine from out west. She called me back on three separate days to deal with removing the charges on the closed account, creating a new account, facilitating me getting my hands on a SIM card and answering all my questions. She was super professional, patient and persistent in getting me up and running with Koodo. Thanks so much Katherine!

amandaNew Member

posted in Plans & Add-ons

positive feedback for Bernadette

Just wanted to give a shout-out to Bernadette! Yesterday I called Koodo and got a man on the line who said he was going to put me on a brief hold to confirm my account… and never came back. since you have to wait for a callback, I was annoyed and hung on the line. 30 minutes later, I got Bernadette. She was lovely!!! So worth the wait. She went out of her way to help me with my plan issue and I got it all resolved. Thank you, Bernadette! Will do a survey if it comes through but if it doesn’t, here’s to you!

MWkoodooBeginner

asked in Billing & Payments

Hard to get Koodo to help!

A couple of weeks ago we found out someone managed to use my Koodo phone number to run up bills in countries all over the world- over $295 worth of calls. I contacted Koodo and the first rep told me it was not possible and he has never seen this happen- the calls must have come from my phone- to Ethiopia and Morocco and the Caribbean and god knows where. Finally I got it through his thick skull that this is really happening and spoke to a supervisor who said she has seen this many times before and would remove the charge. A week later the charge is still on my account- so I call again and after more time wasting I’m told the charge will be removed by Tuesay (today). Surprise, the charge is still here. Is this a real phone company? It seems like I get transferred from one call center to another- and there is no one really ‘in charge’. In two days, my credit card will be charged. What do I do?

BarreyBeginner

asked in Billing & Payments

How do I reach a Customer Care Representative?

Dear All, I need assistance on how to reach Koodo customer care service. I was over billed more than 137 dollars and I had to pay it since I do not want to loose my number. All my effort to reach Koodo has proved abortive. I felt cheated.

Natalie1990Beginner

posted in Other

Koodo customer service

I need someone to call me back. I tried to schedule a call back and the earliest time available was TOMORROW AT 9:30 PM. I am very dissatisfied with the customer service. You need to bring back live people and stop with this virtual assistant garbage. It should not take this long to reach Koodo. I'm paying over $200 for my services and have been with the company for something like 10 years. I would appreciate a call back TODAY regarding my question about conference calling. This question is for work and they don't understand that it takes a long time to get a response from your company since the level of customer service has dropped significantly in the last two years.

LunchBoxSteveOrganizer

You need an incoming phone number for supportProposed

It’s VERY VERY frustrating when you need to contact Koodo because your phone has 0 data and you aren’t near a computer or a friend with data/wifi access and you need to contact Koodo for support. Robo-chat and requesting a call-back shouldn’t be the ONLY way to contact Koodo when you need assistance. YOU NEED A PHONE NUMBER FOR US TO CONTACT YOU ON!!!! PERIOD. NO EXCUSES!

3

JsbrigdenOrganizer

asked in Prepaid

New Prepaid Customer - Question on minutes

Hi All.. We picked up a Koodo pre-paid SIM today. The plan we have is $25 with unlimited talk and text. This is the exact text from the website: $25 Unlimited Text & Picture Messaging, Unlimited Canada-wide Calling and 250 MB of Data with Automatic Top-up When I log into self service, I see my usage, and it says 0/100 minutes. Just curious why is shows 100 minutes when the plan says unlimited Canada calling? Did I miss something? Thanks a lot!

stevehuntBeginner

asked in Plans & Add-ons

What happened to caring for existing customers?

I have been a Koodo customer for over 10 years. In our home we have 3 Koodo phones for 10 years+. My current phone is an Apple 8+. On Saturday I went to the Koodo/Telus store in Lime Ridge Mall, Hamilton and noticed a sign indicating 20 GB of data for $39. My plan is 20 GB for $45 so I thought I would ask about this and maybe save a few dollars plus get some ideas about my next phone as my older Apple is going to be replaced in the coming months. The store was not busy - I believe it was between 5-6 pm when my wife and I entered. We approached the nearest team member and asked her about the $39 plan after indicating we are existing customers. She told us this offer was only for new customers, not existing customers. Next I asked about what to expect in a new phone with respect to cost when the time came for me to upgrade. She told me the new phone would take my cost to $104/month. I asked how that could be as I am now at $45/month. She said if I get a new phone I would need a new plan

alalalalaaBeginner

How do I contact customer service?

I requested a callback through the chat bot and scheduled it for today. I received a text message saying I'll be getting a call shortly. It's been 30 minutes now and I haven't received a call. So what am I supposed to do?

Brian Mc.Beginner

posted in Tips, Tricks & Troubleshooting

Received a text from> admin@app.telus.com stating that due to a data-roaming usage error we have issued a return of $87.96 and to visit our customer portal to obtain a credit> https://mobility customerreturncenter.ink Telus-Koodo-Canada Anyone else get this? Real or scam? Thanks for any feedback

siegiatBeginner

asked in Self Serve

not in canada, how to correct my personal info

Hi there, I was a CMlink user and have been “trying” to transfer my number to Koodo for over a month, however, it seems a little bumpy. A month ago, a Koodo rep contacted me by phone, said that they can help me complete the transfer from CMlink to Koodo. They helped me set up a Koodo account and a number but unfortunately there were 3 inconveniences happened.1. they got my name spelled wrong! this leads to a problem that I couldn’t pay my bill with credit card.2. I didn’t receive a Koodo SIM card. Now I have followed an instruction by one of your staff, going to a local Koodo shop to buy a sim card. 3. Reaching out to a live rep is extremely difficult for me so far. Over the past few days I kept trying to contact your live rep and got no feedback, including two callbacks booked. The special plan for CMLink customer is due in the end of March. I really need your urgent help to sort these things out for me.

Peterrabbit12312Connector

Potential Phishing koodo@e.koodomobile.com

I got a call from 866 448 8030, they said I had a offer from koodo as someone who left the service a year ago. When i agreed to the plan they asked for my name, address, DOB and my FULL SIN number. Before i gave them information i asked them to verify they were koodo and they sent me a “How to transfer sim card” email using the email koodo@e.koodomobile.com to my perrsonal email - was this a phishing call? I ended up giving my SIN number to them thinking they were Koodo but now I am not sure. Please help.

OllieBeginner

posted in Other

FRUSTRATED COMPLETELY

Agree totally with Frustrated more. Have had to spend my own money and time to visit a Koodo outlet twice to resolve a problem where I couldn't receive any calls or texts for 2 days. Not happy at all that there's no one to talk to. Really bad customer service and I'm out a few more bucks and 2 days of missed calls. Will change carriers within a month.