I recently learned that the old positive tab credits (in my case $99.88) were “waived” last year due to problems they created with the new “tab” system. I never received a notice of this change so I was not aware that they are now an “offer” on my account as I have not been shopping for a new phone until recently.
Once I learned this I attempted to purchase a new phone using the offer; however, I have been advised by a CSR that I can only have one “promotion” at a time and therefore I cannot use my positive balance in conjunction with the current $100 bill credit promotion on the Pixel 4a. The reason given is that the “system” will not allow two promotions at once.
To me it seems a simple solution for Koodo to apply a credit in the amount of my previous positive tab balance, however their “system” will allow it to happen and allow me to take advantage of the other promotions that everyone else has access to.
As a long time Koodo customer, and someone who has championed Koodo as an excellent mobile service provider, one with simple plans and systems--no games, and referred multiple people to them I find this explanation, not to mention the attitude of the service rep, entirely unacceptable. How is it that companies treat their most loyal customers worse than the almighty “new” customer?
I cannot be the only person who because of a unilateral decision made by Koodo will essentially forfeit this credit -- one that was earned under an agreement with Koodo when purchasing a phone, and doesn’t feel this is an acceptable solution.
Any suggestions would be greatly appreciated. (Please note: I don’t use twitter or facebook, so sending dm’s isn’t an option for me)