Just a suspicion here but
It seems odd the issue started at around the SAME TIME Koodo started changing up their phone systems with the new virtual assistant
I am willing to bet $$$ the bug is somehow related as Koodo handles Public calls
(For those who have never used Koodo before;
Koodo has now sent everyone new terms and conditions via email
Koodo clients can no longer call customer service EXCEPT to do automated things, such as check balance, bill payment etc
They have (BURIED) an option to request a call back but it is SUPER ANNOYING since you cant just press buttons and need to listen to like 5 minutes of options and warnings
They then give you a choice to use their brand new virtual assistant (think Simon on crack)
The text link for virtual assistant is sent to your phone, and again it tries to prevent you from requesting call back giving all sorts of annoying prompts / warnings and even will CANCEL your call back request if wrong option is selected
If you actually make it this far it sends you 3 choices for times (usually all within 30 mins of each other so hopefully you werent busy at that time) for the call back
Normally within 30 mins of scheduled call back it sends you a TXT warning call back is coming
In my experiance (5+ times) call back is ALWAYS late
And when you pick up the call it then PLACES YOU ON HOLD while you wait another minute or two
Fabuolus system Koodo
Full of bugs and as I said before my rant, I am betting it has something to do with remaining Public clients phone issues (after all if Koodo cant call in why could we?)
I truly apologize for all the issues it has brought to you. I will be more than happy to offer my help!
Thank you for reaching out to us!
In order to secure & access your account, may I please ask you to provide me with your phone number as well as your 4 digit PIN?
If you don't remember the PIN, please provide us all information matching up your account:
-Date of Birth
-Last four digits of a registered credit card
-Address with Postal Code
-Home or business contact number
I shall be awaiting for your reply to help you further
@Moderator_Team Lamie, sorry but it's important that you mention that the customer should send you this info via private message so that they don't just reply here with their private info. You could also helpfully include either a link to the page where they can private message the mod team (aka https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 ) and/or a link to the How to Get Help article ( https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-to-Get-Help/ta-p/251745 ).
Thank you @srlawren for the clarifications!
@Moderator_Team any time. Sorry for being pendantic, but this is a really important thing I think the whole moderator team needs to do consistently. You guys should set up a template (or a community macro) that can provide a consistent message when asking people to contact you with their personal info--that way you can't forget it. cc: @Mary_M food for though? Feel free to see my community macro guide for more on how to do that.