Koodo Community

Community

Solved

Being Charged Airtime Call Forward Even When It Was Not Used


I have not used call forward since I found out in April that I have to pay per use yet I am still charged for it.   I also was charged for a call forward today June 6th from Belleville when I was in Brockville at a track meet and did not use call forward.   No one called my cell or home number.

13 replies

Userlevel 7
Badge +4
on page 3 in your billing PDF, does it say call forwarding? If so, you will have to contact a rep for billing disputes. We cannot adjust your bill here.
Chadwick wrote:

on page 3 in your billing PDF, does it say call forwarding? If so, you will have to contact a rep...

I have already been in touch with customer service and they said it was for calls that I had forwarded and therefore there was nothing they could do.   So I have been screwed because there were not even any calls on the days in question, nor at the location, and I never used call forwarding.
Userlevel 7
Badge +4
Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serve > Scroll down and Add/Remove/ Change Add-ons > Change my monthly add-ons > Remove it

" I also was charged for a call forward today June 6th..."
 - Were you actually charged for it?  was it showing self serve?

Here is "How to deactivate Call Forwarding"  from Koodo's site (just in case)
  • Press Star key (*) followed by 720.
  • Press Send or Talk (depending on your phone) and an automatic prompt will confirm the feature has been deactivated.
http://help.koodomobile.com/plans-add-ons-data-and-other-services/calling-features/how-do-i-use-call...
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

I never added it, it is not on my monthly add ons.....I have looked.   I deactivated it way back in April when I found it is was pay per use.   At that time the representative said that they would refund the fees because I did not know.   However all those refunded fees were added back on in the month of May and June {funny the locations and amount are the exact same even though I never used the service again, and was not in the locations}.   It is like they just switched the dates around and re added the fees.    I am going in to the location where I purchased the phone today and talking to a person there.   If it is not made right I will not be coming home with the phone.   I will go to another company since there are several in the mall.    I am not going to be screwed over month to month.

I do not know how any company can justify charging a fee for something when it never even happened.    Looking at the current cycle....
June 1st   Belleville to Prescott.....I was never in Belleville, I was at home in Prescott all day except when I took my daughter to Spencerville to ride.{no where near Belleville}.    June 6th Belleville to Prescott.....again no where near Belleville, was in Brockville at the high school with my daughters all day at the track meet.

When people call my home phone it is my home phone that rings.   When people call my cell phone it is my cell phone that rings.   So call forwarding is not being used and there fore there should be no charges for it.   Again and again....
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

Just for fun I just tried the #720 to see, and it said call cannot be completed as dial un1 please check the number and try again.
Userlevel 6
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

Hey Heather! As per Mayumi's suggestion, it was *720 and not #720.  You'll hear a message if the call forwarding was activated on your account.  We have no reason to falsify charges on our customers invoices.  As much as we would like to help you out here, it's a public forum and we do not have access to your account. You can always send a detailed email to our customer service team http://koo.do/11eMLdy for further assistance regarding your bill. Thank you!
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

Appreciate all your help. I just spent 2 hours with customer service in brockville. She could not deactivate the call forward either. Turns out it was still active on the phone. She ended up completely erasing the phone and resetting. Finally it appears that call forward is gone on my phone. She made a note on my file. The girl was amazing, she refused to give up.
Userlevel 7
Badge +4
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

Thats great to hear. There are some SUPER AWESOME reps out there that love their job!
Userlevel 7
Badge +4
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

In other words, call forwarding was still active on the phone and Koodo was not, in fact, trying to cheat you by charging for calls which were not forwarded.
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

It was in fact a fault with in the phone. I had deactivated it but the phone did not deactivate. So no koodo did not cheat, but had the customer service rep I spoke to on the phone taken the time it could have prevented all this frustration. Instead she just said call forwarding and we cannot do anything. Good thing the rep I saw today was willing to take the time and solve the problem. She even agreed the phone should have deactivated. She went into call settings and turned it off...it still forwarded all calls. The only solution was to erase the phone. So if you want to Pat yourself on the back for the lack of customer service on the phone...goody for you. If you want to blame me for a fault in the phone, well again goody for you. But this could have all been avoided if the first customer service representative had taken the time to provide proper service
Userlevel 7
Badge +4
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

At no point did I blame you for a fault in the phone, however, where I come from, if you falsely accuse someone of dishonest business practices, it is generally considered polite to at least offer an apology.
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

I apologize that my phone had a fault in it so when I deactivated it; it did not deactivate.   Therefore I had no idea that it was still preforming a service that I did not want.   I am sorry that Koodo's phone customer service representative could not be bothered to help but instead shrugged me off when I called to ask questions.   This lead me to believe that I was being charged for something I did not use when the fault in the phone did indeed mean that service was being used.    I will pay the charges even though it was not my fault, even though the phone customer service stank, but because it was indeed call forwarding....I will pay the fees this time.

Thanks to a customer service rep who truly cared about making me happy...the problem is now solved.   I will not be commenting on this further and in future instead of calling customer service or emailing since they clearly do not care...I will just go to where I bought the phone.   They do care!
Userlevel 7
Badge +4
Mayumi wrote:

Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serv...

A customer service rep on the phone is limited to what they can see and is unable to check things on your phone the same way a rep is at the store. The stores are more hands on and calling in is more account related stuff. Yes they can advise you how to do things on your phone and to try troubleshooting but its easier when the phone is in hand. I dont blame you for wanting to go to the store instead of calling customer care and most of the times its easier as like in your situation, you get 1 rep, who is in front of you that can see the problems first hand. Best of luck in the future.

Reply