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Payment made, but not shown on the Koodo's website


Good morning,
I am sure this situation already occurred, but this is the first time for me.  I made a credit card payment for my monthly plan, on December 19, 2017, on the K.M.'s website.
The payment was somehow denied twice, which was unusual since it always worked before.  I looked at my credit card account and its operations and the exact amount was taken away and given to K.M.  I even looked at previous payments to make sure that it is correct.
My bank told me that K.M. has received the payment and I even obtained a reference number, the date and the amount paid.  But on the K.M.'s website, it still shows that I owe the amount.
Weird situation, but I have already made a payment and I do not see what is the problem.  If I could please be enlighten regarding this situation, I would appreciate.  The payment is due today and was made awhile ago, so I don't expect any fees or such.
Thank you kindly for answering and Happy Holidays,
Michel

5 replies

Userlevel 7
Badge +4
Hi Michel - is this for the line ending in 44? If so, we have not received a payment since late November, and I don't see any denied payments on your account from Dec. Since you say the payment attempt was made through Self Serve, it should have been tried against your account, but have you verified with your credit card company that the account number for payment was correct? Is there any other Koodo account in the household it may have accidentally been applied to?
Given there is no trace of the transaction on your account, I believe you'll need to investigate this further with the credit card company.
Ranjan wrote:

Hi Michel - is this for the line ending in 44? If so, we have not received a payment since late N...

Hi Rajan,
Yes, this is for this line.  I have verified with my credit card company, yesterday, and I was told that the payment was made to K.M. (I can also see the payment made to Koodo on December 19, 2017) for the amount required.  This is my only line, I have never had this issue in the past with K.M.  I am a little puzzled with this situation and I am not sure what to do.  Payments are always made on time and this one is no exception and yet, it isn't, it seems.
Thank you,
Michel
Userlevel 7
Badge +4
Ranjan wrote:

Hi Michel - is this for the line ending in 44? If so, we have not received a payment since late N...

Understood Michel. Unfortunately, since there's no trace of a payment attempt on our end, we may be limited in how much we can help, and you may still need to open an investigation with your card company. That said, you can dial #227 from your phone to speak with our payment dept. They may be able to provide more info. and advice. 
Ranjan wrote:

Hi Michel - is this for the line ending in 44? If so, we have not received a payment since late N...

Thank you, Ranjan.
It is at no cost, right, if I dial #227?
Thank you kindly,
Userlevel 7
Badge +4
Ranjan wrote:

Hi Michel - is this for the line ending in 44? If so, we have not received a payment since late N...

Correct - service fees only apply when a rep performs a transaction you can do yourself in Self Serve. 

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