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Why am I charged again for Sep.06-Oct.06?


I open an account at the end of August. My first bill should include both the partial fee till Sep.07 and the fee from Sep. 07 to Oct.06. I paid my first bill, but I received a second bill charging from Sep.07 to Oct.06 again today. I could not understand my bill. Was I charged for one fee twice?

5 replies

Userlevel 7
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Hi Miao - we only received partial payment from your previous bill, which is why the latest bill is higher than you were expecting. You'll see that a balance of roughly half your first bill was carried forward to this bill, plus charges for the upcoming month (Oct. 7 - Nov. 6)
Ranjan wrote:

Hi Miao - we only received partial payment from your previous bill, which is why the latest bill ...

So the second bill is charging for Oct.7- Nov.6 or Sep.7- Oct.6? Since Sep.7- Oct.6 is written on the bill.
Userlevel 7
Badge +4
Ranjan wrote:

Hi Miao - we only received partial payment from your previous bill, which is why the latest bill ...

Yes, the second bill covers Oct. 7 - Nov. 6, plus the remaining charges from your previous bill.
Where are you seeing Sept. 7-6, because I see no reference to that on the bill, outside of the carry-over amount? Have you downloaded the PDF ebill, or are you looking at only the summary in self serve?
Ranjan wrote:

Hi Miao - we only received partial payment from your previous bill, which is why the latest bill ...

I am looking the bill in self service. Could you please explain that? 

Userlevel 7
Badge +4
Ranjan wrote:

Hi Miao - we only received partial payment from your previous bill, which is why the latest bill ...

I see - you're looking at the summary in self-serve, not the final bill/invoice itself. Right above that summary on the top right-hand side, you'll see an option to 'Download bill (PDF)' - which is what I'm referring to. However, given that your bill cycle just closed on Oct. 6, the new bill may not be available just yet - which is also why the summary you're looking at in your screen shot is appearing incorrectly (i.e. the date period is wrong, and the total due doesn't match what the total from the summary should be). Give it 1-2 days and once the new bill is populated in your self serve, this will automatically update.

In the meantime, I'll flag this with our team to investigate and see if it can be fixed for the future. 

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