PM Just Canceled my Koodo plan without porting my Number.

[Jash098]

I don't care if this is the correct place to post it or not but this his highly HIGHLY **bleep**ing unacceptable.

I get an email from Support last night asking for my information reguarding my Koodo account. I give it to them, and I get the following reply back.

Hi Jordan,
 
Thank you for your response.
 
I was trying to port your Koodo number to Public Mobile but because of a glitch in the system, I was not able to complete it.
 
I had to deactivate your Koodo account in order to be able to transfer it to Public Mobile because they are both on the same plateform. However, the transfer was unsucessful.
 
I will have to wait until the problem is solved on our end to fix your number.
 
I know it is frustrating and I apolpgize for that.
 
Best regards,
 
Guetson

Excuse me but what? You **bleep**ing deactivated my CURRENT Koodo account, with a number that EVERYONE uses to contact me, especially incase of emergencies in order to do **bleep** all? I gave you no permision at all to do that and this is highly HIGHLY unacceptable. Let alone I just paid my monthly bill with Koodo because support has been slow as **bleep**.

Honestly, this is a bit rediculus and its getting to the point where the "Massive Savings" aren't going to be worth it all.

[Jeremy_M]

Hey @Jash098,

I'm really sorry to hear about your experience with us. I will assure you that we have our support teams looking into your situation.

Thanks,

Jeremy

[Jash098]

@Mary_M

As I've stated in my post and emails to Guetson, I'd like for my Koodo Number to be returned to Koodo, and for a refund to be made on my account once all this has been completed.

I waited 5 days to get a reply, and once I did get a reply, this happens which isn't acceptable at all.

If there was "Known Glitch" then the port shouldn't have been attempted until this Glitch was resolved.

[ugh]

Hi @Mary_M

Can you please look into my issue as well?

I'm in a similar situation but with WIND (not prepaid).

Thanks

[Mary_M]

Hey @Jash098

Thank you for your patience!

I understand your frustration but there is a reason to this, please allow me to explain.

Since you have a Koodo prepaid account, we cannot port prepaid to prepaid. Our team has to manually deactivate the Koodo account, release the number and perform a number change. 

Due to a known glitch, the Koodo number was not assigned to PM your account, but Guetson has worked alongside our backend team to have this fixed for you. A ticket was submitted, rest assured that they will rectify this for you.

I hope this helps,

Mary

[Jash098]

Quick Update.

I just got off the phone with a Koodo Rep, who I had to get escelated fairly high up. They have notes on my acount, will be crediting my account with what I had on it before Public Mobile canceled it.

They also informed their reps to NOT transfer my number to Public Mobile (Though currently stuck in Limbo) while they sort it out.

As soon as I hung up with Koodo I recieved the following email from Public Mobile:

Hi Jordan,
 
I apologize for everything. We did not expect the server to be down at that particular moment.
 
I know that you are speaking with an agent of Koodo and the issue has been escalated already. A ticket has been opened as well.
 
I know that they are managing to re-open your account so I won't disconnect the Public Mobile account now, in case that it is the only phone that you can use right now.
 
I apologize again for the issue.
 
Awaiting for your response.
 
Guetson
Community Specialist - Public Mobile team

At this point, I told them I wanted a refund and I'll be sorting out the rest from here.

[Watoko]

I do agree this is frusturating and unprofessional on PM's part as you are now left without service. I am sure they have priortized this issue.

But I want you to consider this...how does your account just "vanish" from the Koodo system? Doesn't this make you wonder whether this actually is a problem on Koodo's part? Perhaps there was a glitch on their system that caused the port to fail in the first place.

Of course I'm not trying to shift the blame away from PM; this company does definitely need to work on system improvements as there are a number of bugs revolving around porting, activation and autopay with credit cards. But I am suggesting a possibility that this may be multifactorial, involving more than just Public Mobile.

In my opinion, I would press you to ask Koodo about how your account just magically "disappeared" on their system, because that in my opinion, is even more alarming, that Koodo does not have a record of your account at ALL!

Just my few cents. Good luck with this issue, and I do hope it gets resolved soon as it is definitely very inconvenient for you.

[ute1978]

@Rockdaddy22 me too. I will take a break from reading all those posts from people who firstly don't do due diligence and those who cannot complain in a civil manner. Uf.

[Rockdaddy22]

Just get s refund, no need for a chargeback. You guys crack me up. Going to sleep now, I've been up way to long I'm getting cranky lol 💤💤💤💤💤💤😴😴😴

[ugh]

I'm in the exact same situation, but with WIND.

The WIND account was cancelled immidiately but the number never ported over. People are calling me and getting "number not in service" message.

This is hugely affecting my life and no one from PM responds to any of my messages.

I'm wondering if I should try initiating a port to a different service provider, then do a charge back on the credit card to recoup the $130 sent to PM.

[Rockdaddy22]

I guess you don't understand that a glitch happened in the porting process. It wasn't intentional I'm sure. I agree this situation sucks.

[Jash098]

Are you **bleep**ing stupid @Rockdaddy22 ?? OFC I understood that my Koodo account would be closed, but if they're unable to do the one simple thing I ask for then why the **bleep** would they close my account if they can't do it?

That's like going to get your car fixed, and them going "Oh we don't have the tools to fix your problem so we took out your engine for the time being."

[Rockdaddy22]

If you didn't want your account cancelled you shouldn't have ported. Of course it sucks that you got caught in a glitch it's terrible I agree. Didn't you know your Koodo account would be closed when you ported away from them?

[Jash098]

If they have our numbers they shouldn't be canceling ongoing accounts. Logically speaking the order should be:

PM Gives Temp Number
Contacts Koodo about transfering number.
Koodo gives me Temp number and gives old number to Public
Public tries to do their **bleep**.
Doesn't work? Oh well heres the numbe back Koodo, I'll contact you in a bit about it to try again once we sort out our **bleep**ing **bleep**.


Why the **bleep** would they cancel a service? I have family memebers in the hospital who can no longer contact me.
I have accounts online tied to that phone number (Including my email) That I can no longer access?

Why the hell do you even THINK this is acceptable when it isn't.

[Rockdaddy22]

Of course they do, didn't you port your number to PM?

[KevinY111]

I'm also having porting issues to PM and got stuck in the payment section with a failed credit card. I re-tried activation and my PM sim was invalid.

I got an email this morning from Koodo that my service was canceled. I called Koodo and the rep told me that my number was ported to my new provider and that they have my number. aka Public Mobile.

Hopefully this is the truth that Public Mobile does have my number and that we can talk to a MOD soon.

[Jash098]

Koodo is now telling me that my account with them "Some how magically disapeared" and is no longer on their records?

Excuse me what? What the **bleep** did you do Public Mobile? This is **bleep**ing stupid.

[angrypmcustomer]

Hahaha welcome to Public Mobile! 

Same exact story as you. I'm on the phone with Koodo right now getting my account and phone number back This entire experience was not worth it and a total waste of time and money.

[Jash098]

No it does not. I have nothing working curerntly. Which is highly unaceptable. I'm on the phone with Koodo currently trying to get my account back. Which for some reason "Vanished" from their system.

[Luddite]

Does your Koodo SIM still provide service?

[Rockdaddy22]

Isn't normal to cancel the old account when porting a number, maybe I'm misunderstanding something. Of course the glitch happening is terrible luck and that sucks.

[Jash098]

I was asking for them to port my number over. Just because a "Glitch Happens" and they can't do it doesn't mean they should completely deactive my Koodo account leaving me with no way to contact anyone. There is no **bleep**ing way thats acceptable in any way or form.

What if a family memeber gets rushed to the Hospital? How the **bleep** am I supposed to get notified or messaged?

The orginal email asked for them to port over my number. If they can't do that, then they shouldn't be **bleep**ing deactivating my current Koodo account leaving me without a Phone Number.

[Chaos_Scorpio]

You need to include  your orginal email here so we can see what happened. saying x when we do not know what you asked has 0 relavance. 

Why were you contacting PM support?

Was it to change to the new plan? 

if yes, then they needed your account info to process the port. 

When a port happens the first plan is canceled so the new carrier can take it over. (a glitch happened here, calm down). So if this is your scenario then YES YOU FCKING DID ASK FOR IT!

If you were not asking for the new plan WHY ARE YOU EMAILING SUPPORT?

[jml]

PM has also cancelled my Koodo account without porting my number over. Only I haven't even had a single response. Email last week still without response and message to @Mary_M last week still not read.

[Jash098]

At this point, I want a refund and I want my Koodo number to be back in place. I could give two **bleep**s about a company that does things like this.