I am not able to add a long distance plan to my account. When I use the Self Serve option for Add Ons I get a message "Your plan is not eligible to be changed at this time". I was charged over $57 last month for 115 minutes for call from Canada to the USA. I want to retroactively add the plan to last month and for the months going forward but can't do it online. I am concerned about calling because I will probably be charged for that too. Very frustrating. Please help.
Best answer by Dinh
@RMc hi, are you a new customer, they put a restriction for changing plans for new customer.
If you want to add the add-on, you need to contact Koodo directly, you could contact them through Facebook(https://www.facebook.com/Koodo)/Twitter or setup a call back through the bot (https://www.koodomobile.com/help/?). You need to mention that you cannot do it through selfserve so they won't charge you for adding it.
As a note, you cannot add the add-on to the plan and "retroactively" reduce the "previous" cost. The add-on would only apply to minutes after adding it.