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Removed credit card, getting "insufficient base plan funds" message


I have always made the credit card payments for my daughter's prepaid account, but now I want her to start looking after the account and link her own CC to it. There is a balance of $15 and the renewal date is 2 days away, so last week I unlinked my CC from the account and told her to link her own CC after the renewal date (Koodo should just take the $15 balance). However, today she just got a text saying "insufficient balance in the account to renew base plan". I just called Koodo and was told that the message is just a reminder and can be ignored. Well, we never got this reminder when a CC was linked to the account, plus this message is very misleading. If the purpose is really to remind the customer, the text should contain the word "REMINDER".

10 replies

Userlevel 7
Badge +4
I got that very same message 2 days ago, because I temporarily cancelled auto topup. Would you like me to change your question into an idea? Since that is what you're suggesting really 🙂
I suppose it's not really a question, so okay.
Userlevel 7
Badge +4
Patrick Coghlan wrote:

I suppose it's not really a question, so okay.

Done 🙂 Remember if it's implemented, you'll on your way to the fabled Genghis Kahn trophy which - rumors have it - includes a.gift in the form of a phone 😃
Patrick Coghlan wrote:

I suppose it's not really a question, so okay.

I'll be happy if I don't get an e-mail from my daughter in southern Ontario telling me her phone service stopped, two days from now 🙂
Userlevel 5
Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!
Sumaya K. wrote:

Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!

Okay. I just don't think that, if I have a $15 balance, I should receive a "you don't have sufficient balance to renew your [b]$15 base plan". A reminder is much more appropriate. My daughter didn't know what to make of it.
Userlevel 7
Badge +4
Sumaya K. wrote:

Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!

Obviously Koodo thinks so too, Patrick, the idea is "under consideration" already 😃
Sumaya K. wrote:

Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!

Hi Patrick! Thanks for flagging this to us, we've been investigating and have tried to replicate this but have not had any luck. Did you receive the same SMS this month?
Sumaya K. wrote:

Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!

It only happened when: a) had a $15 balance and b) CC removed. Koodo should have just taken the $15 balance and not send the SMS. All prepaid accounts have CCs linked so I don't think we get the SMS any more.
Sumaya K. wrote:

Thanks Sophia for changing the status 🙂 Patrick, we're looking into your idea!

Thanks Patrick. Hope you don't mind but I'm going to send you an email to get more information so we can investigate.

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