It is recommended to make the first payment manually through your bank or by credit card. This is because it can take one full bill cycle for pre-authorized payment to register. The rep who helped you should have advised you on this important step. Here’s an excerpt from Koodo’s Setting up pre-authorized payments help page.

Setting up pre-authorized payments | Help

“If you've just signed up for pre-authorized payments and aren't sure whether you should pay your first bill or if it will automatically be taken from your bank account, please note: it can take one full bill cycle for your PAP to register. In order to avoid paying late fees, you can make your first payment through your bank or by credit card. If you pay your bill before the pre-authorized payment comes through to us, nothing will happen to your PAP and no double payment will be taken from your bank account.”

Would you like us to flag a rep to look into this matter?

Thanks this was helpful. I am just still not sure why it shows we are still owing the amount paid plus the new billing amount even though it says on the bill that the previous amount was received. 

Bills are generated around mid cycle. If you didnt pay before then, it won't update. Only your main self-serve page with amount owing will update with a payment

Hi there @Karin8054   We have looked into your account. It's normal that you see that on your BILL.   The bill was already printed/generated when your payment came in.  Once the bill is printed, it can’t be changed.  Your billing cycle ends on the 11th of each month.  Your payment of  224.66 was posted on the 13th of April, after the new bill has already been generated.

If you check the amount due, directly in your Self-serve, you will see the correct amount due being reflected ($136.72)  That is the amount that needs to be paid before the 5th of May! 

We would also suggest setting up pre-authorized payments on your account, as currently, you do not have it set up. 

 

To set up pre-authorized payments:

1. Log in to your Self Serve account.
2. Click the Self Serve dropdown menu, then select My profile.
3. Under the Payment section and beside Pre-authorized payments, select Manage.
4. Choose a payment method.
5. Enter the details of your payment method, then select Next.
6. Review your payment information, then select Submit.
7. Done! You'll get a confirmation email from us.

Please note: it can take one full bill cycle for your PAP to register. In order to avoid paying late fees, you can make your first payment through your bank or by credit card. If you pay your bill before the pre-authorized payment comes through to us, nothing will happen to your PAP and no double payment will be taken from your bank account.

Hope this helped: 

Cheers, :)

EDIT: apologies, I just saw that @rikkster  already provided you with the links and info regarding pre-authorized payments.   Thanks @rikkster and @Goran 

Thank you very much. This makes total sense now. 

I did not know that the PAP was not working and when I received the email that its due and needs to be paid I did that immediately. I will have a look at the setup of the PAP again and will have it loaded. 

Thank you very much for all the answers and guidance to have this sorted and setup for future payments