best time to port out number

That is correct. The amount will be prorated based on the cancellation date.

The best time to port out is on your last day of your billing cycle, so you will not lose the auto-pay discount.

So it can't be April 11 to May 12.

If the billing period starts April 11 then it ends May 10.

If the billing period ends May 12, then the billing period starts April 13.

So you need to make sure you have your billing period correct. 

Now to avoid any unexpected charges, it may be unavoidable with how koodo sets things. 

-If you cancel 12:01am on start of the new billing day you will be charged for prorated 1 day (no auto pay discount applies, but if it is given it will be reversed on the next bill) 

-if you cancel 11:59pm on the last day of your billing period, koodo may (and this is a big maybe) reverse the auto pay discount as it technically applies to a full billing cycle and I'm sure if koodo will consider this not a full Billing cycle 

Good catch Dennis. I got it backward. The bill was from April 12 to May 11.
If it is true that a $10 fee is charged at the time of closing a postpaid account just because the Auto-pay is part of that process, the it deserves some push back. The Community says a monthly account is automatically closed when its number is ported out. It might be understandable if the final bill had to be collected by other means than Auto-pay. But all of my bills were paid in full by Auto-pay justifying the discount every time. If Koodo sees a need to send another bill after my account is closed then feel free to withhold the discount, but sending an additional bill just because I erase my banking information when I don’t owe for any services rendered. Well, we will see how that goes. 

I am referring to credits only applying to full billing cycles. 

Reports on this community is that if you cancel before a full Billing cycle, the account is charged back the credit. 

https://www.koodomobile.com/en/terms/service-terms

Thanks Dennis. I’m aware and understand Koodo policy. I chose to port the postpaid number to the prepaid account today (5 days early). It required callback assists from both prepaid and postpaid assists. Ivania of prepaid assist assured me that my postpaid had been cancelled and there would be no clawback of the Auto-pay discount. I was surprised to find that my access to postpaid self serve would remain active for the same 3 months as the non payment grace period provides. It now describes my postpaid account as cancelled with a remaining balance of (credit) -$7.02 that stems from 5 days of unused service. My apprehension because of Community threads appears on to be unfounded.  

I would hold off on any declarations until your next detailed pdf invoice or 2 arrives

awe Dennis…  I really wanted to believe the call back reps. For me to receive another postpaid bill would mean the reps are ill informed or deliberately misleading… and they were so helpful and friendly. Either way, this was only an exercise to provide first hand information clarification to the Community. After all it’s only a few dollars. I yield to your expertise since I’m new here. Will this thread still be open in a couple of months for me to supply a final update?

If the thread gets archived, you can create a new thread.  If you mentioned you said all this in an old thread, we can look it up 

Hello Gentlemen,

I received a bill (pdf) yesterday. A clawback of the Autopay $10 credit from my previous bill has turned my postpaid account cancelation $7 credit into a $4.18 debt. The reps were misinformed. Koodo uses an example like Milky Way to close an account on the monthly period’s last day to prevent the Autopay clawback, but without written policy or personal testimonial I think Dennis is likely correct in that the clawback is unavoidable. 

The optics are horrible. Koodo reps port out my number automatically closing my postpaid account leaving a credit.  The only charge on my next bill consists is a $10 charge described as “mobile services” that was simply a charge for losing access to my bank account. The clawback looks like a cancellation fee but it can’t be because that is not legal in Canada. It must be noted that until now Autopay was used to pay all of my previous bills. 

Is the difference between postpaid and prepaid - payment for services rendered and payment for services expected to be rendered?  the autopay clawback passes legal muster, they would be well served by making it postpaid instead of prepaid, meaning that the $10 credit should be for the previous bill’s month long Autopay subscription. Providing the credit before the month long commitment has been completed sets the stage for these clawbacks. This shift would eliminate the punishment of ex-customers and some of us that are still Koodo customers.

One more added to my list of things that make a prepaid account better than monthly postpaid accounts.

Having the credit applied after versus prior does make the optics better at the end but the dollars and cents are still the same.  And you will have more people complaining that it takes another full billing cycle to take effect.

If someone is already leaving, I dont think Koodo is as concerned about the negative feelings this creates currently.

You are right again Dennis, but I was thinking of solutions that would reduce the business forwarded to collection agencies.

According to this page, a Koodo customer confirmed that the auto-pay discount will stay as long as you cancel on the last day of your billing cycle.

I personally do not agree with the decision, but it gives greater clarity for those that are planning to cancel or port out their line and are looking for an answer.

MilkyWay - I can’t find someone in your page (link) that had cancelled on the last day. Please give me more details so I can find it.
I admit defeat. I have paid the final claw back bill. On page 4 of every bill it says if service is canceled “before the last day of your billing cycle, no credits will apply”. Some have said you can keep the credit if you cancel on the last day, but has anyone successfully done this with no followup bill the next month? I suspect Koodo misleads departing customers to minimize earlier cancellation refunds. 

You can refer to the first comment on the page.

Ok. I’ll drag the comment here: “This is Telus' policy now. They claw back credits fully if you cancel or port out mid cycle. Only way to avoid it is to cancel on the last day of the cycle.” This is the same advice you gave me, MilkyWay. Not convincing enough to assume a last day cancellation/port has been performed. The more I learn about the “last day” theory, the more I feel that we are being manipulated.

This is what it says on the Koodo page:

If you cancel your service before the last day of your billing cycle, credits that were applied in advance on your previous bill will be removed on your final bill. Applicable credits, discounts and promotional offers are applied only for full months of service. They do not apply to partial billing periods.

It is safe to assume that the auto-pay discount will be applied if you cancel on the last day of your billing cycle. I have flagged a rep to confirm this for you.

Hello MilkyWay, 

I didn’t expect further action now that this topic has been flagged as SOLVED. Is it a Koodo rep that picks a particular reply as the ANSWER? The ANSWER chosen here is the one from Dennis that suggests that avoiding the Autopay clawback may be unavoidable. An Auto-pay credit clawback only makes sense to me if they need to collect by other means. Doesn’t this give the appearance of a cancellation fee? Cancellation/porting on the last day is still one day short of a full billing cycle (a partial billing period by definition) which makes the clip you posted above from the Koodo page misleading if not outright contradictory. Should I assume other customers having other applicable credits, discounts and promotional offers that are subject to clawback also meet the ‘last day’ requirement to keep them on the last billing cycle? Four Koodo experts including at least 2 reps have failed to validate the ‘last day’ theory when specifically asked about it. Unless the rep you have flagged for me can provide irrefutable evidence of a ‘last day’ policy then I must continue to advise that the ‘last day’ theory is a myth. However if a customer gets a bill that includes the clawback and complains, he may get reimbursed for it. The forums are full of stories of customers reaching the right person at the right time that seem to be able to do anything they like to make the customer happy. The proof only comes when an Auto-pay clawback never shows up on any bill in the first place.

Hi,

We have checked and the autopay discount is not reversed only if the cancelation is scheduled with the help of rep, to happen at the end of the billing cycle. 

Thanks Flo,

Koodo needs to post a Youtube video of this process. It sounds like a convoluted practice that might come and go like the wind. It shouldn’t surprise me that procedures benefiting Koodo are straightforward and those that benefit the customer are invariably convoluted. I’m glad this Community influenced me to port out at my earliest opportunity instead. Perhaps my Prepaid account will restore the trust I lost with Koodo’s Postpaid practices. As for the ‘last day’ theory, I’m disappointed you couldn’t supply a clawback reference policy. Also disappointed that neither the Prepaid nor the Postpaid reps that facilitated the porting of my number were aware of this option for me. One of them should have been able to schedule a port time to avoid clawback. It’s not like I failed to ask. 

I do not know who selected the best answer. It could have been you or one of the Koodo reps, but there is no way for me to know.

My intention was not to deviate from the purpose of the post. Instead, I wanted to get an official response from a Koodo rep confirming that you can cancel your account on the last day of your billing cycle without losing the auto-pay discount. 

Please don’t take any of my comments as disrespectful to you, MilkyWay. I could not have asked for more diligent replies. Thank you. Flo’s response is as official as we should expect. My skepticism stems from experience. Lastly, I too do not know who selected the Best Answer. 

Best answer is selected by the community mods.

So it sounds like this is basically impossible when you are porting out.

I agree with you ​@Andy 36 

You can also post this as an idea

https://community.koodomobile.com/topic/new