Billing discrepancy after new plan activation – quoted $40, showing $50

Many recent plans have the Offer of -$10 credit when you setup preauthorized payment method with Koodo  https://www.koodomobile.com/en/help/setting-pre-authorized-payments? Have you checked if your plan has the offer? Go to self-serve » Overview » Select the phone number » Manage plan and add-on

To just add to Dinh, If it is the case that the plan is applicable for the autopay credit then in the initial page of self serve it will only show the actual plan cost before credits as thats what your plan actually is. When you receive the bill it will reflect the plan cost ($50) and then the autopay $10 credit, reducing the cost to the quoted $40.

Once direct deposit for bank account has been set up correctly, just note in may be the next billing cycle that you start to see the credit. More info can be found below.

https://www.koodomobile.com/en/help/auto-pay-discount?srsltid=AfmBOortSjW_Xq0AaniGx9DEDXQ0Z6egPn8s14ww5LnmCBseIx9gVS5C

Thanks Oliver and Dinh for your quick responses - I should have clarified, I was told that the plan would be $40/month and that it would go down to $30/month after I activated the autopay discount.

This is why I switched over from Bell where my plan there was $35/month.

Do you know if there was any mention of additional credits being added by the rep? As it is common during promotional periods for a rep to offer additional credits on top of the autopay credits if available.

In doing so, it is common in phone sales for a rep to say the price is lower, when in actuality the plans pricing is higher but with multiple credits added to reduce the cost. If you don’t recall I can flag someone to take a peak.

He mentioned that it was a boxing day special, but he did not mention any other additional credits other than the autopay discount.

hmm ok. In that case I’ll flag a rep to take a look to see if they added anything else to bring down the cost.

Just make sure that you’re logged into the community page using your self serve credentials and they should be able to take a look. They will respond here as we have. 🙂

Ok, thanks so much for your help Oliver!

Hi there ​@sanseveria1970 From what can be verified,  there is a $10 credit per month discount for 24 months alongside the Autopay discount. The pricing is as the sales agent mentioned.

You would have to set up the Preauthorized payment by bank payments in order to activate the autopay discount. 

Hi Darius, thank you for looking into this. I cannot see the $10 credit per month anywhere on my end, could you tell me where I could view this information in self serve?

Hi ​@sanseveria1970, not all credits are visible in Self Serve, however, you will be able to confirm the credit on your first bill.

Please note, if you want to also benefit from the auto-pay discount credit on your first bill, you need to register for automatic payments via bank draft before the end of your current bill cycle. 

Hello Georgia and Darius, thank you for your help. I just received my first bill and the $10 per month credit is not on it, could you please advise.

The Autopay credit is on my bill but there is no other credit.

Hi again ​@sanseveria1970, as you ported your number in, the credit was added to the original temporary number for this bill, you can find it on page 6 as Mthly credit (before tax)*.

You’ll see both credits on the same number starting with your next bill. 

I would like to have the credit applied to this current bill as well. I advised the representative at sign-up that I would be porting in my number, and I was told the credit would apply immediately and be reflected on all of my bills for the next 24 months.

Please let me know how we can have this credit applied to this bill, as this situation has been quite frustrating to resolve.

They can't change the current bill though. As the rep mentioned above, the credit has been applied. To confirm, can you download the PDF bill in selfserve and check the page 3 and 4 (or page 6) of it?

If possible, can you post a snapshot of the page 3 and 4  here? Hide all personal information before posting please 

I’m not comfortable posting a photo of my bill in a public forum. The $10 credit is not visible anywhere on my bill.

I’m not asking for any additional discounts — I’m simply trying to understand why my bill is higher than the price I was quoted at activation, and why the quoted adjustment is not reflected on my account.

Could someone please contact me directly or continue this conversation privately to review and resolve this?

The rep above already confirmed the credit , if you are not comfortable with the conversation here, you could schedule a call back from Koodo and a rep will be able to assist 

Hi again ​@sanseveria1970,  for all billing details, you can download your bills in your online account, here is a guide. You can find the pre-authorized payment discount on page 4 and the monthly discount on page 6. They are split between your number and the temporary number as you ported in during this bill cycle.

Your first bill will always be a bit higher than your regular bill due to partial charges/proration. You can find more information on this here. We’re here if you have any questions!