I switched from Telus to Koodoo and my first bill was due 11 April 2023. The person whom assisted me confirmed he loaded the auto payment on my card and I had to approve it on my side as well. Came the 13th of April I received an email saying that the balance is past due and to make immediate payment, which I did. Now after they confirmed payment was received my account still shows as past due but the new balance only due May 8th. I truly cannot understand how the billing works? The first payment was $224 and the new payment due May is $136. Why does it still show I am due over $368 after payment was received. This is going to reflect badly on my credit score but I did pay the account.
Solved
Bill still showing past due after payment
Best answer by Boa_Guy Koodo
Hi there
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:
- Log in to your Self Serve account.
- Click the Self Serve dropdown menu, then select My profile.
- Under the Payment section and beside Pre-authorized payments, select Manage.
- Choose a payment method.
- Enter the details of your payment method, then select Next.
- Review your payment information, then select Submit.
- 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
This topic has been closed for comments
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
+4Hi there
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:
- Log in to your Self Serve account.
- Click the Self Serve dropdown menu, then select My profile.
- Under the Payment section and beside Pre-authorized payments, select Manage.
- Choose a payment method.
- Enter the details of your payment method, then select Next.
- Review your payment information, then select Submit.
- 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
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
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