Koodo Community

Community

Question

Warning: Koodo will suspend services without notice if you are behind on your bill.


Koodo suspended all my services when my bill was late for 50 days. I thought I had set up automatic payments but clearly I didn't complete it properly. Without ANY notice, they disconnected everything at an incredibly bad time. They don't care and are only willing to wave the reconnection fee to make up for it. Don't rely on the automatic payments. Make sure to check your bill every month.

10 replies

Userlevel 7
Badge +4
[i]"Make sure to check your bill every month."

[b]Excellent advice  for any customer receiving any bill!
Userlevel 7
Badge +4
David wrote:

[i]"Make sure to check your bill every month."

[b]Excellent advice  for any customer re...

The first thing I check when I get a bill is to make on the new bill that the previous bill was paid and I dont have an amount owing.
Userlevel 6
David wrote:

[i]"Make sure to check your bill every month."

[b]Excellent advice  for any customer re...

And don't think you're set up, make sure you're set up for automatic payments
Userlevel 7
https://community.koodomobile.com/koodo/topics/koodo-suddenly-suspended-my-service
Userlevel 4
Out of curiousity, if someone is past due, will Koodo send a text or phone him/her? I find it odd that Koodo would just suspend service just like that.
JeremyESQ wrote:

Out of curiousity, if someone is past due, will Koodo send a text or phone him/her? I find it od...

They do not tell you that you are past due. They did text to say the amount due but they do that every month so as I said, I assumed it was being paid since I thought I had automatic payments set up. The only way to know I was overdue would be to log onto my account which I don't do unless I realize there is a need to.
Userlevel 6
Koodo and all companies where you owe money will make attempts to call you or SMS you if you're past due.  If you are past due, there'll be a message on your bill letting you know that you need to make a payment. If you ignore their texts to you, if you don't pay your overdue balance or if you ignore their voice messages, you have been warned and you will be suspended. Pretty easy deal where you use your phone and pay for what you used.  Why go through this hassle of letting it drag? If you're having difficulties with an overdue balance (and we've all been there) call them to set up a payment plan.  The deal with payment plans is that if you don't stick to the agreed schedule you'lll be suspended.  
Cameron Jones wrote:

Koodo and all companies where you owe money will make attempts to call you or SMS you if you're p...

I replied to your comment below by mistake.
If you read what I wrote, Koodo did none of those things you claim "Koodo and all companies" do. They did not do anything different than they would any other month. No texts indicating late payment due, no calls, voice messages, emails, nothing.
Userlevel 7
Badge +4
Hi Carissa - I see that you spoke with a rep. today to make a payment arrangement and service has been restored. I see that the last notification prior to suspension was sent on Dec. 12 advising you of the amount due.

I can sympathize with the fact that your service was suspended during a time that may not have been ideal for you, but unless you flag that payment will be late, and/or make an arrangement for when the payment will be made, we do have safeguards in place to prevent folks from cheating the system for service and not paying (not saying you did this, but there are some people that do).

I see that you're a relatively new customer as you came on-board last summer. The expectation of all customers is that you receive a monthly service, and a bill is paid each month for that service. Of course, circumstances may arise that cause that payment to be late, or you're unable to make a full payment, etc. - arrangements can be made for these cases, but they do need to be discussed with an agent so that it's noted on your file, and so that the system or other agents know to prevent suspension, if such arrangements have been made. Unfortunately in your case, only two payments have been posted since you joined in June, so your account would be flagged as a potential risk, which is why the line was suspended.

If you run into a similar situation in the future where you're unable to pay on time, let us know and we'll advise you on your options.

Reply