Koodo Mobile

Worst phone tree ever, CSR's with no clue, misrepresenting pricing

Worst phone tree. CSRs with no clue of what they are doing , ,misrepresenting prices.....awful

I dropped my phone overboard and it now snoozes with the fishes under 15 meters of water. Koodo shipped a new phone to my post office box by UPS but it cannot arrive. Ever. According to UPS, they cannot now nor have they ever delivered to a post office box. Also according to UPS and substantiated by Koodo, the "undeliverable" destination of the new phone cannot be changed. So my new phone left Calgary a day after I ordered it - impressively quick, in my opinion. It arrived in Red Deer where it became identified as "undeliverable", then proceeded to the UPS terminus at the telus store in Rocky Mountain House yesterday - only 38 km from its intended destination. Except that UPS does not now nor did it ever deliver to a PO Box. Ever. So today the new phone left the UPS/telus site in Rocky and began its return journey to Calgary. UPS cannot say when it will arrive at its origin. Koodo cannot say when it will arrive at its origin. Unless I am willing to spend an additional thousand dollars (Koodo's estimate, not mine), I cannot get a replacement phone from Koodo until the new phone returns to its origin, my account is credited, I become aware that the phone has returned to Koodo and my account been credited, and I initiate the now questionable order process all over again. Meanwhile I do not have a phone. No mobile. No landline. Nothing except carrier pigeons and squirrels, the former now extinct and the latter as unreliable as the logic used within Koodo's shipping department. So I am left asking rather obvious questions: Why does Koodo, a company that ships thousands of phones each year, choose to ship to an address that they know cannot be delivered to by the carrier with whom they have contracted? Why does Koodo specify with their contracted carrier that the destination address cannot be changed after the shipment leaves the originating location in the apparently not unlikely event that an error has occurred? And why does Koodo not have relationships with telus brick and mortar locations to receive UPS shipments from Koodo in the event of "undeliverable" destination addresses or other errors? Of course I assume that somebody from UPS or Koodo tried to phone me after they "discovered" that the new phone was undeliverable, but i don't think that my old phone receives very well under 15 meters of mountain lake water. Finally, I am left wondering about the avoidable waste in a delivery process vital to Koodo's business model that nonetheless appears to be unmanaged and whose performance is apparently unmeasured?

On July 16,2023, after some homework I decided to switch my cell phone carrier from Virgin to Koodo. I had previously been with Koodo for about 5 years. I completed my transaction on self serve and then the trouble began. I received an email confirming my online order with a request to contact Koodo to verify my information. Navigating my way to find out how to speak to a human being was very challenging but I finally figured it out. When I received my call back I was asked a number of questions only to be told they did not match what equifax had and my transaction was cancelled. I was not told what the discrepancy was and told to either call equifax or complete another order. Equifax’s site was down so I spoke to another agent who shed light on what the issue might be. I redid my order on July 17, it was approved and then the almost 2 week wait for the SIM card which never came. I was instructed to go to the closest Koodo store for a replacement SIM card which I did yesterday and now my account has been activated. Yesterday I also received a bill from Koodo charging me for cell service commencing on July 17 even though they were aware I could not activate my account until I received my SIM card so once again I need to spend hours on the phone dealing with this.

Throughout this process I would like to acknowledge that all the reps I spoke with (and there were many) were courteous and as helpful as they could be. Countless times I was given conflicting information but I suppose that may have been due to the training they received and not done in a malicious manner. The employee ( Vanessa )I dealt with at the Oakville Koodo store yesterday was amazing.

Currently I am waiting for yet another call back to see if I can resolve the billing issue.

I am hoping this email will be somewhat constructive and perhaps will result in more transparency in future.

why don't you idiots have humans answering the phone,are you too cheap to pay real people? I was supposed to get a call back about the bill I used to have,I paid it off and you idiots still have the gull to put it in the collection agency ,get your damn act together.

Am I the a**hole?



Kodoo. We received a tablet from them back beginning of 2020 or late 2019. it was $15 (plus tax,late fee, etc) a month plus the tab balance… well we never used the number or anything, Riley simply used it when wifi was available and only watched YouTube/Netflix. Riley broke it before tab was over, tab was paid off December 2020. At one point in early 2020, I had either called or went to kiosk and explained we no longer have tablet and would like the cancel the $15 a month line…. Assumed they did it. We got new phones and plans so, bill is always changing and is never the same. Fast forward to this month…. Money has been tight, I’ve actually been looking into my bills more. Find out kodoo has not cancelled the tablet and been paying for it ever since. I Called for refund and explained that I did ask for line to be cancelled a long time ago and apparently my request was never honoured. They are now telling me that there is NO way to refund any money from Dec 2020 to today, they said possibly the last two months…… they can see the plan has never been used and no data or activity on it for years and they are telling me it is all my fault. I have spoke to management, now waiting for someone hire to call me. I understand I should of looked more into my bills, but morally this is so unfair, not to mention we are loyal long time customers…



Oh not to mention how much it is for extra data now and how we have to talk to a robot before dealing with any people is so frustrating. You as a company have no good morals and just suck.

I bought a phone at Wal-mart a few months ago and made the mistake of signing up with kudo. I made a first payment of over 160 dollars for the first month. When I call support who are completely non-understandable through their thick accents and racist attitudes I get told kudo never received payment. So who with the kudo name took my money? I might have to take them to small claims court for this plus time and effort dealing with this foolishness.



After this i _legally_ immediately cancelled my contract and went with Fido which is superior in every way regarding connectivity performance and customer service. There is no customer service at Kudo, just some guy with an accent that gets livid at you like it's your fault you can't understand their piss-poor English. At least with FIDO I get reasonable people that I can understand and clearly communicate with. The connectivity is excellent with Fido as well. Kudo constantly loses connection and buffers and stalls it's infuriating to pay for crap that doesn't even work.



So now today I get text messages saying my kudo bill is over 600 dollars when i cancelled these clowns months ago. That's why I might have to take this to court if someone at kudo doesn't make this right.



I am so disappointed and let down by kudo. Shame on you. Go with FIDO and run the hell away from kudo.



This review may change depending on the response.

I bought a phone from you over 7 months ago and after I made my first $160 payment on time Kudo claims they never received the money even though I can prove it irrefutably with my bank statements. It is impossible to find anybody to speak to that speaks proper English let alone anybody at all without Herculean effort. Now here we are 7 months later and I'm getting harassing collection phone calls everyday all day from a collection agency. I am seriously considering taking you to court including a demand for compensation for 7 months of stress and duress unless you make this right as soon as possible. I am so disgusted with your business practices you should be ashamed of yourselves no wonder all your reviews are one star all across the world. I am very angry. Please make this right or else I will see you in court with my irrefutable evidence

called to contest wrong charges for phone usage overseas and they are holding me for hours on the phone, pathetic

Never think Koodo tech services would be so bad!!! Opened a case with them over a week already, they have not solved the issue, and they don't give you update about the status of the case unless you asked.