Bill need to be reviewed as they seems to be incorrect

Hi there,

When you download the full PDF bill as opposed to viewing the overview, does it show you the credits you’re expecting, or does it still seem incorrect? You can do this by following the steps here: Viewing and downloading your bills | Koodo Mobile 

Note that your first bill maybe higher due to partial monthly plan charges for each line. In addition, if you did not setup auto-pay before the bill was processed, you would not see the $10 auto pay discount per line. Your Koodo phone bill after activating | Koodo Mobile

If you would like, you can post an image of the bill here so we can explain it better and see if there is any corrections needed. Just make sure to blur out any personal information as this is a public platform.

I did download the PDF and just an example for line *** *** **86 below is what I see.

******* Charges for *** *** **86 Partial charges 5G 80GB Canada-US-Mexico (up to (Jun 01 To Jun 25) $29.17 Total partial charges .................................................................................$29.17 Monthly and other charges (Jun 26 to Jul 25) 5G 80GB Canada-US-Mexico (up to $35.00 Additional data $13/100MB SFD Roaming Data Access in Canada, US & Shock-free Data 80GB UL CAN SMS and MMS Unlimited Canada Mexico Voice Calls in US & Mexico Pre-Authorized Payments Discount-$10.00 Cancelled: Pre-Auth Pay Disc.** $10.00 Cancelled: Mthly credit** $5.00 Total monthly and other charges ..............................................................$40.00 Add-ons (Jun 26 to Jul 25) $0 Unlimited Long Distance Pack (27 Free Easy Roam INTL- PayPerUse Access On Total add-ons .............................................................................................$0.00 Usage charges Free airtime refers to non-chargeable minutes that are not part of your included minutes, and may include bonus minutes, evening and weekend calling, *611 calls. etc. Long Distance - Domestic Phone $0.00 Free 17:00 (MIN) Total used 17:00 (MIN) Text Msg - Sent $0.00 Total used 1 (Msg) Text Msg - Received $0.00 Total used 93 (Msg) Data Usage $0.00 Total used 5,713.957 (MB) Local Airtime - Phone (minutes) $0.00 Included 639:00 (MIN) Total used 639:00 (MIN) Total usage charges ...................................................................................$0.00 Total before taxes......................................................................................$69.17 HST-ON $8.99 Total for *** *** **86, with taxes............................................................$78.16

My expectation is that final amount should not be 78.16 but 25$+HST and this goes the same for all other 2 lines (total 4 lines)

The NA wide roaming was all included should have been 25$ plan.

Did you already set up pre-authorized payments on your account? If not, that may explain why the auto-pay discount was not applied.

If there is a charge on your bill that needs to be reviewed, you can make a request on your Self-Serve account. A rep will get back to you within 4 hours. https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill

Based on the description it is hard to tell the actual cost of the plans themselves. Can you provide an image instead?

It seems the auto-pay credit was not applied to both lines as you described. In addition, you have partial monthly plan charges as I described above, which is normal. There does seem to be a $5 credit per line applied as well which I presume was as expected.

When you login to self serve, what does it say the plan’s costs are? Just want to confirm this is as expected. It seems to me they come to $25 after the autopay discount and $5 discounts that were offered to you if the plan was $40 which it seems in the description. (Apologies for the delayed response, I did not receive an email notification ​@Arun Ghewarchand )

My account is pre-auth already and the 2 line where added to existing so not sure if I need to do per-auth per line. It does say that my account is auto pay is enabled.

My plan is 35$ plan. 

$35.00

per month

Canada-US-Mexico roaming with data, talk and texts

80 GB of Shock-Free data at 5G speed

Unlimited International SMS

• Additional discount of $10/mo when you set up auto-pay by bank account

• 80 GB of Shock-Free data at 5G speed

• Canada-US-Mexico roaming with data, talk and texts

• Conference Calling

• Call Display+

• Call Waiting

• Voicemail

• Additional data $13/100MB

• Unlimited International SMS

Perks: One included at no extra charge

• Unlimited Long Distance Pack (27 countries)

Some thing is not adding up and needs the bill of May and June checked

When I try to create request on https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill the request is not getting created telling some problem occurred. Is there a phone line I can talk to someone.

You should not have to re-add autopay when you add lines to the account. You’re billed as one account, not individually so this wouldn’t cause autopay to be cancelled. It would be something like receiving a new bank card and not updating the autopay details or changing to a non-autopay plan for example that would cause the credit to fall off.

There is not a direct number to call Koodo customer service as they have moved away from that a few years ago. Instead, you can discuss with a rep through here, through Koodo expert messaging on Koodo assist, via Facebook or X by clicking the logos at the bottom of this page and sending a message, or by scheduling a callback through Koodo assist.

I have flagged a rep to your post to review the bill and assist, they will respond here as I have.

If you are unable to find it in your Self-Serve account, you can schedule a callback through Koodo Assist to speak with a rep. https://Koo.do/Chat 

Alternatively, you can send a message to a rep on Facebook Messenger or Twitter. It may take a while to get a response back. https://m.me/Koodo 

Hi there ​@Arun Ghewarchand  We noticed that you already spoke with one of our agents in regards to the bill. Don’t hesitate to reach out if you have any further questions.