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Mismatch between Data Usage alert and bill. What to do? How to challenge billing?


I received an SMS from Koodo at 5:54 saying I've used 95% of my Data plan. So I completely stopped using the Data plan until the end of the billing cycle. Then the bill came with surprises... The Data Usage report online says I used 2MB above my limit. But all the usage reported is logged before 5:45, I mean 9 minutes before Koodo alerted me. How come is this possible? How can they say that I've used 95% of my plan, but then show different calculations in my invoice? What should I do? How can I challenge this billing calculation. I still have the message on the phone.

12 replies

Userlevel 7
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There could be a delay. However if you call into Koodo and calmly explain your confusion they may credit you the overage charge at their discretion. No promises though.
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

Thanks for the reply. I took a second look on the Data Usage report and apparently I passed my 95% mark two hours before the SMS alert. What's the purpose of the alerts if they arrive this late? I could have perfectly been using a lot of data in two hours, in which case my overconsumption would have been greater and therefore my additional charges. Conclusion: DO NOT TRUST DATA USAGE ALERTS FROM KOODO.
Userlevel 7
Badge +4
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

There is a bit of a delay. Even the Data Usage on your self serve has a delay
Userlevel 6
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

Use an a data usage app that tracks use of data through your phone. You can set to the amount of data you have in your plan and have it cut off at that point stopping you from having a surprise bill.
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

Any suggestion of a good app capable of doing that reliably? Thanks in advance
Userlevel 4
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

You CAN trust the alerts, but it should also be the customer's responsibility to keep track of usage using other methods, if needed. As for for the recent question, what kind of phone do you have?
Userlevel 7
Badge +4
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

Newer Androids already has this functionality. iPhones can also keep track of data but resetting the data usage is a manual process. Check out My Data Manager if you have an iphone
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

The OS is Android 2.3.4. There are too many apps for what I need. I just wanted to try the best ones... I do keep track of my consumption. I have the SelfServe app installed and like it a lot. But the 95% consumption alert was not reliable, at least not in my case, and this is the first time I ever reach it. I will try 3G Watchdog per Koodo's suggestions in http://help.koodomobile.com/plans-add-ons-data-and-other-services/data-basics/how-do-i-keep-track-of-my-data-usage My problem with 3rd party apps is that are meaningless to Koodo, it is their tracking what matters in terms of billing and limits. Although better alerts might be the best advantage here. Thanks again.
Userlevel 4
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

When using other methods for data tracking, make sure you set the dates to match your bill cycle. More often than not, that is the case with data disputes. The usage chart in the app/phone has a different set of dates than the actual billing period.
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

I've been monitoring the Data Usage report online and indeed they have a considerable delay of at least of two hours. I mean, it takes hours for your data consumption to appear on the report. And apparently also their alerts work the same way, that might have been the reason why I got my alert too late. (which IMHO makes the alerts kind of "unreliable") I emailed the customer service about this issue and I'm waiting for response. I'll keep this post updated once I have news. Thank you all
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

They fixed the problem. I was not charged the overconsumption. In addition I have noticed there are always mistmaches between 3G Watchdog and Koodo (Online report and SelfServe)
Userlevel 4
Dennis wrote:

There could be a delay. However if you call into Koodo and calmly explain your confusion they ma...

Make sure the 3g watchdog is set to match your bill cycle. 3g watchdog does operate on somewhat real-time while Koodo has a few hour delay.

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