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Dear Koodo,

I hope this message finds you well. I recently upgraded my Koodo plan from $34/30 to $35/50. Since I couldn’t do it online, so I called your hotline. While I appreciate the enhanced features, I was surprised to see a $15 charge for the rate plan change on my recent bill.

I wasn't aware of this fee when I requested the plan change, and had I known, I might have reconsidered. It is a very unreasonable charge. 

I kindly request that Koodo improve the communication of fees, ensuring that customers are well-informed before making decisions that may impact their bills.  The lack of transparency has left me feeling frustrated and dissatisfied.  It is a very bad experience.

Thank you for your attention to this matter.

Service fees are listed on the Koodo page here 

https://www.koodomobile.com/en/help?servicefees=true

 

Also, you mentioned that " Since I couldn’t do it online"... I believe that $35/50 was BF promo. Were you eligible for it? (It was available through self serve. ) 

If the rep applied plan that is not eligible for you, then I understand one time fee can be applied.

I agreed that the rep should tell you that tho.

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