Christophe Lorenz

Review of Koodos

My encounter at this kiosk was a disaster. It took...

My encounter at this kiosk was a disaster. It took an hour and a half. During which I was bombarded with invasive question, and treated with severe suspicion. I had to inform employees about their own customer policies. Despite bringing two valid pieces of identification, I was denied an account. Lastly, the manager denied me any information to complain about my experience. My experience at the Telus/Koodo experience on Robson street was completely different. I was treated very well. Tejas, a customer representative treated me with upmost respect and humility. I provided him with the same ID, and he was able to create an account in 20 minutes.

Below I describe the specifics of my experience.

My encounter at this kiosk was very humiliating. The customer representative didn t know Koodo/Telus policy in regard to migrating phone numbers. Instead of calling Telus to get clarity I was told to go to the Telus store and make arrangements with them. At the Telus store I was told to return to the Koodo kiosk and let them know that they are able to migrate the number.
I returned to the kiosk and told the representative that they are able to migrate the phone. They became very hostile. Next, I needed to open an account. I provided a valid Nova Scotia government ID and my credit card. I was previously told that would be sufficient to open an account. Suddenly, I was told they need to run an enhanced credit check since my ID was from Nova Scotia. My credit is better than good that didn t bother me. For this enhanced credit check they put me on speaker phone with a Telus representative. I was grilled with personal questions, like my birthdate and credit card limit, over the speaker phone for everyone in this busy mall to hear. The questions were very random. At the end, I ask the Telus representative to please provide her work ID because I want to complain about my customer experience. She was unwilling to provide me with her work ID and wouldn t allow me to speak to her superior. For the next 45 minutes I m waiting while the customer representative speaks on the phone. At the end, I m told my credit check failed. This confuses me because my government ID is valid, and my credit score is good. I am told to bring my SIN number and driver s licence. Telus/Koodo can t seriously expect every customer to have a driver s licence. I speak to Brandon, the manager, and tell him about my experience. I tell that I would like to file a complaint with a superior. He tells me that is not possible. The next day I go to the Telus/Koodo store on Robson street with the same pieces of ID. A friendly gentleman named Tejas helps me. 20 minutes later my number is migrated, and I have an account. Not only was he very friendly but there was no need for an enhanced credit check . I m puzzled what accounts for the difference in treatment. I recommend that you visit the Telus/Koodo Robson location, for a hassle free experience, instead of the Pacific Centre Koodo kiosk fiasco.