n October, I suspended my Koodo service for November because I was going abroad. I received a reply over the phone that the service would be suspended on November 1st. However, I see that my November bill is still being charged, and it has been changed to a service modification, with an additional change fee applied. I request an explanation and a refund. There is a roaming fee that is normal and does n
ot need to be changed; the others are abnormal.
Best answer by Oliver C
Hi there,
based on your image the charges seem correct. As you had a rep place you on a seasonal hold as opposed to doing it in self-serve there is a $15 service charge for them to change the plan to a seasonal hold plan. The service fees can be found below.
When on seasonal hold and you’re financing a device, the cost of the plan is $30 + your tab cost each month as opposed to your usual plan cost.
Seasonal Hold plan | Koodo Mobile
+4If you asked for suspension, Koodo moved you to the seasonal hold plan of $15/month. Could you check if that was the case?
Hi there,
based on your image the charges seem correct. As you had a rep place you on a seasonal hold as opposed to doing it in self-serve there is a $15 service charge for them to change the plan to a seasonal hold plan. The service fees can be found below.
When on seasonal hold and you’re financing a device, the cost of the plan is $30 + your tab cost each month as opposed to your usual plan cost.
Seasonal Hold plan | Koodo Mobile
I didn't buy the phone or tablet on installment, so this 30 yuan fee is unreasonable.
Another problem is that Koodo's selfserve pause function is poorly implemented; it's impossible to pause, and clicking on it leads to Facebook. I've been waiting there for over three hours with no response.
If you refer to the link provided by Oliver, you will see that it is explicitly mentioned that it would be $30 when you are currently on a Tab with Koodo. This is something you agreed to when you decided to go on the Seasonal Hold plan. https://www.koodomobile.com/en/services/tab
It is also worth noting that there is a $3 monthly Tab charge on your bill. It is plausible you previously upgraded your device and you gave it to someone else, but then you forgot about it.
So it’ll be $15 then if you don’t have a phone on a tab contract right now. I’ll flag a rep to confirm the proper charge amount.
+4I didn't buy the phone or tablet on installment, so this 30 yuan fee is unreasonable.
Another problem is that Koodo's selfserve pause function is poorly implemented; it's impossible to pause, and clicking on it leads to Facebook. I've been waiting there for over three hours with no response.
You have a $3/month tab charge on your bill which would be the monthly installment for the phone over 2 years.
Facebook isn’t a live chat. They usually get back to you within a day or two depending on how busy they are.
Honestly the fees all look correct based on what you have said. I wouldn’t bother wasting your time trying to reach out to Koodo. But it is up to you.
+4Hello
From what can be verified, you currently have an ongoing TAB balance since 2024. You can check and download your Service Agreements in the Self Serve account. The Seasonal Hold is at the correct pricing.
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