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I received an email saying my account is inactive, however I have automatic top ups that are active. What do I do?


An email showed up saying the following:

Hi Karen,It looks like you’ve run out of money in your Prepaid account. Top it up before January 30, 2017, to avoid losing your phone service, account balance and any remaining Booster®️ add-ons. 

You can top up your account online using Self Serve, or by calling *611 from your Koodo phone. 

Pay for your top-ups, by:•Visa Debit card or credit card•Top-up vouchers, purchased at a Koodo Shop or Retail PartnerSave 10% with Automatic Top-Ups!
Automatic Top-Ups make topping up your Koodo Prepaid account hassle-free. You’ll also save 10% every month on your base plan¹. To register, 
visit Self Serve.

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I have automatic top ups which appear properly active. In fact, I have a balance in my account from the 10% that goes back into my account monthly from using automatic top ups. This months top up payment went through. So why did I get this email? Is Koodo going to f-up my account and take away all my add ons? Screwy emails like this make me nervous about system errors that will screw up my cell phone service when I've done nothing wrong. What do I do about this email? Who do I complain to without being forced to pay a ridiculous fee for needing real help.

Thanks in advance.

6 replies

Userlevel 7
Badge +4
It's a system error. If your account shows that all is good, ignore it.
Thank you. I hope the error doesn't show up again.
Koodo doesn't do their own billing, they farm it out to another company.  The system used for collecting billing records and the system used to prepare your bill are not even connected to each other ... so there is plenty of room for errors. 

I get bogus messages via email and text on a regular bases regarding my bill ... left hand and right hand do not talk to each other.  I have to log-into my account on-line to get the information I need.  Do not pay any attention to messages from Koodo on your phone or via email they are normally out-dated and/or out-of-sync with the "REAL" state of your account.
Mystic wrote:

Koodo doesn't do their own billing, they farm it out to another company.  The system us...

Thank you. This is actually the first time I've seen something like this, because I've used automatic top ups from the beginning of getting my first cell phone, which was over a year ago. I still hope an email like this doesn't show up again. Considering I have never missed a single payment, it is odd to even have this email at all.
Userlevel 7
Badge +4
Mystic wrote:

Koodo doesn't do their own billing, they farm it out to another company.  The system us...

@ Mystic You are a monthly customers of ours. We do all of our billing. Do we use other company's products? Absolutely! 100% of mobile companies do. Looking at your account I do not see any "bogus" messages whatsoever. If you wanted share a couple of examples we can look into it for sure though. 
Mystic wrote:

Koodo doesn't do their own billing, they farm it out to another company.  The system us...

I have 6 phones with Koodo ... 2 of which are monthly and 4 that are prepaid.  Every month at least one of my prepaid accounts receive this message via email and/or a text message indicating the same.  Last weekend only two of my prepaid accounts received this message.  As mentioned earlier, the team responsible for collecting and tracking your account and the team responsible for sending these messages are not the same teams.

These things will continue to occur to some customers, customers just have to relax ... know the state of their accounts for themselves, and ignore the messages that are obviously generated from bad information, that's all. 

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