Hi!

I have been connected to Koodo Internet for almost a year now, and in the last few weeks, my internet has been down. Router and everything works, just literally not connected to the internet on their side.  I call a few times getting told to update my credit card info, which I do, again. They just didn’t bill me (either no charges, or it shows up as 0.00$ on my bank account) and they cut off my internet because “I hadn’t paid”… My credit card was still valid, I hadn’t changed anything, and for the past almost year, never had any problems with the payments. My koodo mobility always went through though, which is payed on the same credit card and never had any issue.

I try calling multiple time and last time I did, I’ve been told the service has been disconnected? Whereas the guy I talked to before told me to wait a few days for my payment to pass and payment to be updated and internet will come back, he also said he would escalate the situation and call me back to check on everything (payment didn’t pass: SURPRISE! And he never called me back or followed up: SURPRISE! again). 
 

I called again yesterday, got told that I didn’t pay for 2 months so now it’s disconnected. I have to ask for the service all over. I explained the situation, to which the girl on the phone was absolutely no help…  Ended up being told she’s escalate the situation and I should get a call back (more like I “could” get a call back because apparently she can’t even confirm in anyway that someone will follow up or even look at my situation, as if it would just stay on a desk ignored and unanswered…? She was telling me that no one could help me with this, as if all they can do about the situation stops here and they can’t guarantee someone will follow up. What?!).

Anyways. Later the same day, I have 6 back to back charges from koodo on my credit card (272$ total) and still no home internet the next day).

I haven’t had any internet for WEEKS because a billing problem on their side of billing. No one will help me, now their payment finally passed when nothing actually changed in my account, and I’m about to be stuck paying for a service I didn’t get? 
please help!!