I got charged $81.20 for exceeding airtime minutes last month. When I click on “Manage plan and add-ons,” my current plan summary states that I have “Unlimited Canada-Wide Minutes.” There is no mention of any restriction on my airtime minutes. Further, I did not receive any warning that I was exceeding some sort of limit. Finally, I’ve tried getting help through Assist, but it won’t allow me to connect to a real person and just tells me to look at other plans. However, when I look at other plans, they also don’t specifically show details on any airtime minute restrictions. I’m very frustrated and I’m hoping these airtime charges can be cancelled and that someone can tell me where to find the airtime minutes associated with each plan.
Solved
Airtime charges?
Best answer by Flo Koodo
Hi
We have looked into it and the correct information of the plan is the one on the PDF bill.
This is indeed an older plan that comes with limited minutes, however in self serve the details are incorrect, when it comes to the minutes included.
We have sent you a PM with more details, please check your community inbox when you get the chance.
Check your detailed PDF bill in Self Serve (pages 3-4) to see exact call details and confirm the charges. Some “unlimited” plans cap minutes before overage kicks in; search your plan name on koodomobile.com/plans for specifics.
No warnings are sent for airtime overages. KoodoAssist chat is automated; it won’t connect to reps.
Check your detailed PDF bill in Self Serve (pages 3-4) to see exact call details and confirm the charges. Some “unlimited” plans cap minutes before overage kicks in; search your plan name on koodomobile.com/plans for specifics.
No warnings are sent for airtime overages. Assist chat is automated; it won’t connect to reps.
If you want, I can flag a rep for you to review and possibly credit those charges.
Thanks for the reply. Okay, I looked at my bill and did make the calls, but I don’t see a plan name. Again, the only details I can see about my plan are in “Manage my plan” and there’s no mention of a cap on my minutes in the summary. I do see a 500 minute cap in my actual bill, but it’s pretty misleading to have “unlimited minutes” in the plan summary with no mention of the cap except when I go over. When I look at other plans to try to switch, they also don’t show airtime minutes included. I’d very much appreciate it if you could flag a rep! Thanks so much.
+4There shouldn't be a cap if your plan is unlimited.
Have you changed your plan recently from a 500 minutes to unlimited plan? Can you share the details of your previous plan and the new plan?
There shouldn't be a cap if your plan is unlimited.
Have you changed your plan recently from a 500 minutes to unlimited plan? Can you share the details of your previous plan and the new plan?
No. I’ve had the same plan for ages.
+4There shouldn't be a cap if your plan is unlimited.
Have you changed your plan recently from a 500 minutes to unlimited plan? Can you share the details of your previous plan and the new plan?
No. I’ve had the same plan for ages.
Eh, can you share the page 3 and 4 of your pdf here? Hide all personal information before posting please
I assume all of your call are between Canadian numbers?
There shouldn't be a cap if your plan is unlimited.
Have you changed your plan recently from a 500 minutes to unlimited plan? Can you share the details of your previous plan and the new plan?
No. I’ve had the same plan for ages.
Eh, can you share the page 3 and 4 of your pdf here? Hide all personal information before posting please
I assume all of your call are between Canadian numbers?
All Canadian calls, yes. PDF and summary of my plan in “Manage my plan.”
+4Your rate plan in PDF is actually a 500-minute plan (unlimited after 5 p.m. and on weekends). It is an old plan that is not really competitive in the new market anymore. Hence, you were charged for extra minutes during the day time. I recommend you change your plan to a new plan that offer better value in self-serve.
However, there is a discrepancy in the detail of the plan in self-serve and the PDF bill. Let me flag a rep to see what happened
+4Hi
We have looked into it and the correct information of the plan is the one on the PDF bill.
This is indeed an older plan that comes with limited minutes, however in self serve the details are incorrect, when it comes to the minutes included.
We have sent you a PM with more details, please check your community inbox when you get the chance.
I’d suggest you take a closer look at whatever Boxing Day deals will be available to change plans. It’ll probably be the $50 ($40 after pre-auth payment discount) for 50GB option as your best choice as it’ll save you $16 per month, give you unlimited CAD calls, and 50GB of data and I see internaitonal SMS is back for plans. You also get some free add-on/”perk” options you can choose from and switch between per billing cycle.
Login to the community
No account yet? Create an account
Login using your Koodo Self Serve Login using Facebook
or
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.