Koodo Community

Connection fee refund?

  • 24 October 2020
  • 3 replies

Hello,  I recently upgraded my phone to the new LG Velvet.  I tried to order it online myself several times, but my order wouldn't go through.  I visited my local store for assistance and ordered it there.  It was still shipped to my home as it was not in stock at the time.  I attempted to do the sim card switchover myself but since my previous phone was quite old, my sim card was not the new nano sized one, and I had got it stuck inside of my new phone.  I then had to get my phone opened up to retrieve the old sim at a cost of 70 dollars, despite having extended care.  I was also charged the 40 dollar connection fee as I technically did my upgrade in store.  Since my phone was shipped to my home, and I had tried to order it online to begin with, is there any way I could receive a refund or credit for the connection fee?  How would I go about doing that if possible?

3 replies

Userlevel 7

Go to the link and find out if the protection plan covers you against an event such as the one you experienced. My guess is that you are not covered against ‘self inflicted’ damage. https://www.koodomobile.com/en/help/koodo-phone-protection-plan

Regarding the $40 fee. You can send a private message to koodo via Facebood https://www.facebook.com/Koodo, describe your situation and ask for consideration. 

You may also ask for a callback via www.koodomobile.com/chat  Type #helpss  or #socialtech,and discuss your issues with a live koodo agent. Good luck!

Userlevel 7
Badge +4

You mentioned that " my order wouldn't go through. ".  What error message did you get?   

You had any Tab left from previous phone or your plan was not qualify for tab?

It was some card error.  I had my phone for five years.  There was nothing left to pay off on it