I have been generally very content with my service in my 7 years with Koodo but I have run into a problem that may lead me to jump ship.
So I have taken a look at some other threads regarding the old Three-Tiered tab model and the 24 month guaranteed pay off. From what I understand is that if you made a new Tab (in my case Tab Medium) after July 2013 that regardless of if you have a negative balance by the end of 24 months, it will be wiped to zero.
I upgraded to a new phone August 2013 and started paying the $5 Tab Charge + the 15% that is added from my bill (which is very little due to my $30 plan). It has been 24 billing cycles having paid this and I still have a -$72 balance on my tab.
I was told at the time of purchase, as per the guarantee and stated at the top, that at this time the Tab would be wiped by Koodo. (The math added up and saving money was very enticing)
Now that I am looking to upgrade phones, I have spoken with several Koodo representatives and they all seemed unaware that this exists or just not able to help me. They say that I would have to pay off the rest of my balance before upgrading.
I called customer support and spoke to a couple different reps telling me the same. They told me this (paraphrasing slightly):
Paying the $5 per month on Tab medium and the 15% adding from your bill, if after 24 months you still have a negative balance, the onus is on the CUSTOMER to pay off the remaining balance.
This seems odd and I can't seem to talk to anyone who is willing to acknowledge this guarantee existed.
Does anyone have any advice? Thanks, anything would be appreciated.