I receive three different bills from Koodo, one via my Self Serve, one via text and one via email. To make matters worse all three bills have differing bill totals. I wanted to reconcile the account so that I could get it set up for an automatic payment with my bank.
So on November 1/19, I spoke with Koodo customer service and the account was reconciled. I had nothing overdue, nothing outstanding going into November. I even asked if I can pay the upcoming bill as I want all of my bills (hydro, gas, internet, phone) all to be automatically paid, however the agent advised me to wait until after the billing date before I set up the automatics billing with my bank.
Then this month, I got the same three bills all with conflicting numbers (smh) so I logged into my self serve and it reflected a balance due PLUS an outstanding amount.
This is absolute bs so I schedule another call with Koodo, which was today. I explained to the agent the hour I spent on the phone with Koodo last month to ensure that there was nothing outstanding and nothing overdue.
The Koodo agent acknowledged that it shows that I spoke to an agent on November 1st, but there were NO NOTES, so it is what it is....the bill is correct. I said then that is on Koodo because I did my due diligence to ensure that my account was entirely reconciled.
I asked to escalate the matter and file a complaint and the agent (Bemi) told me that she was it, that Koodo has nothing else for customer service, she was as far as it goes. 😳
O . M . G. Please tell me this isn't true. Help?
Best answer by Manu Koodo
We received your payments as follows:
If you look at page 2 of your September Bill, you’ll see that the first 3 payments you made to us, cover the full amount of your August bill. Then we have September 21st and October 21st bills for which we only received 1 bill payment on November 1st. And then you cleared everything in December. Basically you skipped the October bill.