Koodo Community

New Bill Format needs Improvements


Userlevel 4
The new bill format is a disappointment. Please improve it. a) Very important information is missing: How many minutes, texts and MBytes where used overall and on each line respectively? This was very clear and concise on the old bills. The Self Serve is not equivalent. Self Serve goes back a max of two months, it does not have the same information (example: how many messages sent vs received), it does not show all on one page (separate webpages for data, messages, minutes) and it does not sum it for the entire account. b) The new Font Type is a bad choice, it is too thin. This makes it much harder to read thant the old one. Also, there are some grey areas with text in them = bad contrast. Maybe you want to consult experts in design for people with bad eyesight. The one thing that is better: There is now a sum before taxes. Hitherto, there was a sum that included HST/PST/QST, but not GST. That didn't make a lot of sense.

45 replies

Userlevel 4
I just opened the new bill and I am also extremely disappointed. Why is Koodo going backwards? I don't care about the font, just give me the info (data usage, minute summary and sms usage) like before.
Userlevel 1
Have to say I agree with the comments here. The new bill is not a step forward. I preferred the detailed breakdown of information in the old bill. Simple is not always better.
Userlevel 1
I spoke at length about the failure to give usage information to their customers via their invoices, and this deficiency was acknowledged by the rep I spoke to. He brought up this information is available on the self-serve website wherein I responded to retrieve information is not easy and very time consuming because none of info is centralized. I mentioned this was a very unacceptable solution to the current problem. He assured me the recorded phone call will be sent to management responsible for bringing in the new, deficient invoice. We'll see if Koodo will finally acknowledge their mistake in writing here and fix their oversight by reinstating the comprehensive information they once had on their invoices.
Userlevel 5
Hi DanielAJ, it's being looked into as we speak! 🙂 Thanks for the heads up.
Userlevel 1
I didn't know about this thread. I just posted the stuff below under a new thread called NEW INVOICE IS CRAPPY & FAILS TO REPORT BASIC USAGE INFORMATION." Thank Mayumi for letting me know about this thread. Here's my view on it: "The new invoice is ridiculous. What happened to information totals on: (1) Airtime usage, (2) Data usage, and (3) text messages sent & received. I just spoke to one of your operators who explained the information is no longer available on our monthly invoice, but available by logging on the Koodo web site under each account I have with you. Are you guys kidding!!!! How much time or patience do you think I have to extract basic information about my account? GO BACK TO THE OLD INVOICE. At least it provided all the monthly information totals for us. What you have now is terrible!!!!!" Koodo, you got to fix this!!!!!
Im lost trying to figure out how the bill works... its confusing and has none of the info i am searching for... i like to know if i was close to using up all my minute and data... why is the Koodo customer service in the past couple of months has gotten worse... as well as when i went to pay my bill it was more expensive then usual and i had no explanation for it on my bill... except for the fact my bill says Telus when i clearly signed up with Koodo.
They should not make this statement "Now, it’s easier to read and understand, plus it has more information on what you need to know - like your Tab." because is not true. it has way less information compared to old bill please bring back the old bill format or at least give more information on totals for local airtime, long distance, texts sent, texts received and data usage
Userlevel 2
Can't believe koodo would go backwards and take usage details away. This makes me consider leaving koodo. Until this move, I was a happy customer
Userlevel 5
The old e-bill brought information that customers wanted. This new e-bill does not.
Still tying to figure out how Koodo could believe they were actually putting more info on their new bill when they removed most of the info from the old format. What kind of joke is that?
It shows usage for current billing cycle but not for previously billed cycles. It would be nice to see the pattern.
Agreed. Patterns of usage so we can decide on a plan that's best based on our usage. Has someone created an app for this yet?
Userlevel 2
How do we get Koodo to act on this feedback? I haven't even heard a recognition by Koodo management that they have even got this feedfback.
Userlevel 1
Hallelujah. I'm thrilled Koodo is listening to their customers. I hope Koodo has fully reinstated all usage information provided before the change. I look forward to seeing the change on my next invoice in the next week.
Userlevel 2
Thanks again, Jordan, for making this change.
Userlevel 7
Badge +4
I just received my bill and I have to agree with this idea. Yes, it is a simple format to see. But I'd like to see the break down information of Airtime minutes, Text/Picture Messaging, Data usage for each lines. Also Closing Tab Balance is missing....
Userlevel 2
I agree with point a) and have posted a related question. http://community.koodomobile.com/koodo/topics/why_are_there_no_usage_totals_in_the_new_bill_format
Userlevel 4
Hi DanielAJ, it's being looked into as we speak! 🙂 Thanks for the heads up. I'm glad to hear that, Sumaya! I know Koodo can do better. 🙂
Userlevel 2
Hi DanielAJ, it's being looked into as we speak! 🙂 Thanks for the heads up. Very encouraging news!
Userlevel 1
The new bill sucks! So hard to understand and find what my usage is, other than the overages. Ive got Telus and Koodo employees at store level telling me this as well. They have also echo'd it to their management and above.
Userlevel 1
I too want usage breakdowns, and liked the old invoices for that. AND...when you make changes, please use a better filename, like Koodo_Invoice_xxxx instead of the current Invoice_Download_xxxx, because after I download it, it gets put into a download folder and gets mixed up with other invoices. [I notice that no financial download seems to be keeping the customer in mind in its filenames!]
I spent several minutes spent on the phone to find out why there was a $0.60 extra charge on the invoice. Turns out it was a U.S. text message which I don't even recall. This is easily avoided if you identify the charge on statements. You can show HST, but no other particulars??
Userlevel 7
Badge +4
I spent several minutes spent on the phone to find out why there was a $0.60 extra charge on the ...I know this new bill lost information of "free airtime", "included airtime'.... But they still have info for overage charges for text and data on page 4. I know this because I have 4 lines and my kids were charged for US texts and data overage last month 🙂 If you can't agree with your charges (US text in your case), you should call Koodo *611. If you go to a city near the border, your phone could pick US signal. So you can change your phone setting to avoid future charges.
Userlevel 2
I spent several minutes spent on the phone to find out why there was a $0.60 extra charge on the ...But, they still got rid of regular usage (data and sms)... i haven't gone over so I don't see my overages... i like to see patterns of usage not just when I go over
Userlevel 4
Oh no. I have found yet another category of information that is now missing. My plan is such that international calls are charged by the second, not by the minute. However, the new invoice rounds every single call to the full minute. As a result, I can not see if the rate charged for the destination is correct. Various calls to the same desination, all listed with the same length, are be billed at varying costs because, in reality, the calls where not all of the same length. However, the new bill does not disclose how long the call actually was. This is not handy. I wonder: How did the new invoice pass quality control?

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