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I am no longer a Koodo customer, but they keep charging me anyway.


I disactivated my account with Koodo on January 21st and just found out that you have continued charging me every month anyway. I switched my phone number to a different phone with Fido, and ended my account with Koodo. My account with Koodo is not functioning in any way except that it continues to take my money. I tried making a phone call to see if it was somehow still active and it didn't work. The voice that came on said my phone IS NOT ACTIVATED. So why have you charged me $79.49 over the past two months? I ask that you refund my stolen money immediately. I can't afford paying for two phones at the same time, one of which is not activated. When I called Koodo to speak to someone about this, it asked me to put my phone number in. I did so and it rejected it and said I am not a customer. My Self-Serve also says I am not a customer, but it says my next bill is in 15 days! This is ridiculous. Thank you for reading my complaint, and I hope you can fix this problem as soon as possible.

17 replies

Userlevel 7
Badge +4
It's tricky navigating through the voice menus. When it asks for your phone number just press 0
Userlevel 3
I'm assuming you were billed out for the remaining tab that was owing on your account. Also, when you ported out your cancellation is not effective until the end of your billing cycle. If any overages incure before you ported out this might've been overages as well. Witht hat being said we cannot determine which you got charged. Your best bet would be to contact Koodo directly as we don't have access to your account. 866-995-6636
Userlevel 6
You may have not paid your phone off fully which explains the bill amount. You should still be able to log in to your koodo account online and see the details. They let you do that until about 90 days after you deactivate.
Thank you for the advice to press zero!! I was finally able to speak to someone but they were useless. They told me my phone was not paid off. I've had this shitty LG phone (not a smart phone) for three years and it costs me $50?? That's bull shit! When I signed up I was told it costs $0 and that there would be no cancellation fee. THEY LIED. Then, the manager tells me that I'm charged 10% of my bill each month to pay off my $150 phone gradually. My bill was between 25$-80$ every month for three years. Even if it was $20 each month, that would be 2$ towards paying off my phone each month. That's over $100 in a year. I should have paid it off in no more than a year and a half into the contract. Is my math wrong or is Koodo's??
Userlevel 7
Badge +4
Ali Petrovich wrote:

Thank you for the advice to press zero!! I was finally able to speak to someone but they were use...

Like you said... Assuming $20/month for 3 years 10% x $20 x 36 months = $72 paid off So yes your math is wrong
Userlevel 3
So I was correct you were basically billed out for the remaining cost of your phone which is the tab. Based on what you're stating it seems you never check your bills at a monthly basis. As a customer it's your responsibility to ensure your bills are payed in full and on time. Every month Koodo contributes 10% of your monthly bill before taxes towards your tab (or phone). As for you contributing $2 a month over a year is only $24. $2 per month for 12 months. $48 for 24 months. So is it not bologna so before pointing fingers you should do your homework and take some responsibilty to your account. I am a customer like yourself I was giving you friendly advice and the only person to be angry at is yourself for not checking your bills monthly.
Userlevel 3
And to add as for your phone being free it was. The tab is an interest free loan that Koodo helps you out with when you got the phone. If you cancel before that phone is payed you get billed for it plain and simple.
I didn't mean to imply that I was angry at you... I messed up my math, that makes more sense now. But I still feel lied to about being told it's zero dollars. I asked the guy 100 times when I signed up and he said I could cancel at any time without a fee. I guess I should have read the fine print. I checked my bills every month and always paid them in full and on time because I had preauthorized withdrawals. I'm not mad at myself; I'm mad at Koodo for lying to me and taking advantage of my preauthorized payments.
Userlevel 7
Badge +4
Ali Petrovich wrote:

I didn't mean to imply that I was angry at you... I messed up my math, that makes more sense now....

For future reference, no phone is free. And there are no cancelation fees. All you pay is the remaining subsidy on the phone that made the phone seem free. Basically the agreement is that we will give you a "free" phone to use as long as you are a customer. The cost of the phone is reduced by X% for remaining a customer and staying loyal. When you decide to leave then whatever value is remaining on the phone is charged to you. No cancellation fee is charged to you in addition to repaying the subsidy.
Also, the self-serve says my next bill is in 16 days. If they charge me again I will cry. I feel so ripped off.
Userlevel 7
Badge +4
Ali Petrovich wrote:

Also, the self-serve says my next bill is in 16 days. If they charge me again I will cry. I feel...

Did you read and understand your last bill and what it charged you? That should give you an idea what is remaining to be charged to you
Ali Petrovich wrote:

Also, the self-serve says my next bill is in 16 days. If they charge me again I will cry. I feel...

My last bill was $50 to pay for my old phone, the one before that was 30$ to pay for the last month of using my phone. The manager I spoke to said they wouldn't charge me again but I'm going to tell my bank to block Koodo or something just in case.
Userlevel 7
Koodo didn't lie to you, it's a misunderstanding. Yes it was a zero dollar phone with no traditional cancellation fee but any remaining subsidy has to be repaid upon cancellation or upgrading. With a 10% payoff and a cheap plan, it took a long time. The good news is that due to the CRTC laws, Koodo now caps this at 24 months. The same thing applies to all carriers now. The pre authorized payments thing was also not really anyone's fault, it was just one of those things that happened. At least it was paid and your credit remains clean rather than continuing to be charged without your knowledge.
Interesting!! What is capped at 24 months, exactly? Does that mean the phone has to be paid off within two years of the contract? That would prevent this from happening to other people. When did the CRTC laws pass?
Userlevel 7
Ali Petrovich wrote:

Interesting!! What is capped at 24 months, exactly? Does that mean the phone has to be paid off w...

Well it was instituted as of Dec 2, but Koodo already made the 24 month thing back in July 2013. I think it was after the 14th that all new acts or Tab redemptions got put under the new system so yours didn't apply.

I apologize for the negative experience you've had with Koodo. Hope it doesn't sour your opinion of the service because I've had some good deals over the past year and a bit. Good luck with Fido.
Userlevel 3
Ali Petrovich wrote:

Interesting!! What is capped at 24 months, exactly? Does that mean the phone has to be paid off w...

Yes the CRTC or the wireless laws came into effect Dec 2nd. So with all cell phone carriers out there with this current bi-law in effect, The maximum term for a mobility term is now 2 years. So with Koodo specifically, they got rid of the cancellation fees and introduced the new tab. Currently, how it's structured no matter which phone you choose on which ever tab it's guarenteed that you'll have the phone payed off within 2 years. With that being said, I hope we very informative. My apologies for any misunderstanding we had as I was just trying to shed some light based on my knowledge of billing.
Userlevel 7
Badge +4
Ali Petrovich wrote:

Interesting!! What is capped at 24 months, exactly? Does that mean the phone has to be paid off w...

Isn't that basically what Jonathan said in his 2 posts above (including apology)

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