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Charge for shared-bill call that should be free


I've been a Koodo user for years and have never had a problem until now. My daughter's phone is on my bill and we share free airtime, but I was charged for a call to her phone. This hasn't happened before. All the other calls to and from her are free, but this long one came to more than $40. How do I dispute this without incurring charges for customer service? Thanks.

5 replies

Userlevel 7
Hi Sara, If you call in to go over the charges on your bill Koodo will not charge you for it. If you were charged for a call that is supposed to be covered under the Unlimited Family Calling feature then you will have to dispute the charges with customer service and hopefully they'll reverse them. You can call customer service at *611 from your Koodo phone (free call). Their hours of operation are as follows: Hours of Operation Monday − Friday: 10am - 9pm Saturday: 9am - 7pm Sunday: 9am - 7pm Hope this helps
Thanks so much, Daniel. I'll give them a call in the morning.
Userlevel 7
sara.perks wrote:

Thanks so much, Daniel. I'll give them a call in the morning.

No problem at all! 🙂 on their contact us page, under Call Us it explains what customer service charges for when you call them. But as I mentioned you won't need to worry about it when it comes to your situation. I've provided a link for future reference if you are ever wondering if what you're calling about will be charged for. http://koodomobile.com/en/on/contact.shtml I hope your issue gets resolved! Good luck 🙂
An update: I spoke with a Koodo rep, and she agreed the charge was an error. It happened on the first day of a new Koodo plan, so maybe it was a computer glitch. The rep was very helpful and pleasant. I've been given a credit for the call plus tax. I'm very happy with how it was handled and resolved. Thanks again to you, Daniel.
Userlevel 7
sara.perks wrote:

An update: I spoke with a Koodo rep, and she agreed the charge was an error. It happened on the f...

Again no problem at all, glad I was able to help you out. 🙂 have a good day!

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