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Hello,

I am facing an issue with the bill I received, which differs from the terms agreed upon during my initial conversation with your representative.

I was told:

  • There would be no transfer fee for switching from another provider.
  • The monthly plan would cost $34 CAD.

However, upon receiving the bill, I noticed the following:

  • A transfer fee has been added.
  • The monthly plan cost is listed as $39 CAD instead of the agreed $34 CAD.

I do not understand why this bill was issued, as the SIM card is still on its way, and I have not been able to use your services yet.

I tried contacting an operator through the call center, but I only receive short, unhelpful responses from the automated system, which does not resolve the issue. This is starting to feel like a scam, and I am seriously considering canceling your services.

I kindly ask for your assistance in resolving this matter.

How did you activate Koodo service, was it online by your self or with the help from a rep?
Could you download the pdf bill in your selfserve (page 3 and 4) to check

  • if the “transfer fee” was activation fee.
  • Check if the plan has the conditions for the $5 discount. Some newer plan requires you to have preauthorized payment setup to get the discount

How did Koodo send you the SIM, was it sent via Canada post or other carrier?

How did you activate Koodo service, was it online by your self or with the help from a rep?
Could you download the pdf bill in your selfserve (page 3 and 4) to check

  • if the “transfer fee” was activation fee.
  • Check if the plan has the conditions for the $5 discount. Some newer plan requires you to have preauthorized payment setup to get the discount

How did Koodo send you the SIM, was it sent via Canada post or other carrier?

 

Thank you for your message.

  1. I activated the Koodo service by phone. I had left my phone number in a promotional campaign form, and a representative contacted me to complete the activation.
  2. Regarding the SIM delivery, it was sent by a carrier other than Canada Post.
  3. Before activation, I specifically asked about additional fees, including any delivery charges and a $70 fee that I had seen with Fido. I was assured that there would be no additional charges when activating by phone.

     

The connection fee is usually credited back on the second or third bill. If it does not show up, you can then schedule a callback through Koodo Assist to speak with a rep. https://Koo.do/Chat 

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