billing issue

When did you add your preauthorized payment?

When you login to self serve, do you see the pre-authorized payment info there?

It was there last time I checked which would’ve been my last payment and now it isn’t….

If it is not there then the preauthorized payment was not officially added.

Did you get a confirmation email about the preauthorized payment being added?

Not that I see. But it said all set after I set it up so I obviously I thought everything went through okay because it didn’t say otherwise 

Do you have a screenshot of the the pre-authorized payment going through?

No, I didn’t think to take a screenshot because I thought everything was fine. I only noticed now when I got the email about the past due charges and I was confused since I’d set it up.

I suggest trying to add your pre-authorized payment again and see if it works

What about the past due charge? I don’t want to pay that because I thought the pre authorized payments were going through. I’ll obviously pay my bill for the month

Is it possible that your card has expired? Have you tried updating the payment details on your Self-Serve account? https://www.koodomobile.com/en/help/visa-and-mastercard-updates

With regards to the late charges, you will need to dial #227 to speak with the billing department and see if there is any way to resolve the issue.

Add your auto pay for now.

I will flag a rep to see if they are able to help on this platform here

Okay. And no my card isn’t expired, it expires in 2028

How do I get a hold of the billing department. There is no phone number on the website.

If it is not working with your Self-Serve portal, did you consider setting up pre-authorized payments with Plaid? https://www.koodomobile.com/en/help/setting-pre-authorized-payments

With regards to your other question, you will need to dial #227 on your phone to speak with the billing department.

Hi ​@Sierra drake, we’re sorry to hear about this. From what we can tell all payments on the account were done manually, there is no current pre-authorized payment set up for the account and we can’t see any past pre-authorized payment methods set up in the past. 

If you’d like to discuss your bill further, you can you can speak to the Koodo Expert Messaging team via the Koodo Assist or send us a private message on social media via Facebook, Twitter/X or Instagram. 

Can you explain my bill to me? Why am I paying $189?  I didn’t add any additional mobile services and i already paid last month.

**picture edited by moderator to hide personal information

When did you pay last month and how did you pay?

I paid $91.96 on april 9th. I just paid through the app like normal.

It did not go through, which is why it is showing up on your current bill. Have you followed up with your bank or credit card company to see why the payment was not successful?

It did go through. I got charged for it on april 9th.

What app?  How did you pay?  Was it with credit card or via bank account?

Please note ​@Sierra drake that your bill comes out after the 11th of the month. The payment you made April 9, which we can confirm was received, was for your March bill. Since then, two more bills have been issued for April and May, with no further payments. This is why you’re seeing the past due on your May bill. 

Okay, that makes sense. So I have to pay for 2 months (April & May) by June 8th and I’m not being charged additional besides the past due?

No extra usage charges and nothing additional beyond what you can already see on the bill, the only difference is the late payment fee. Also, if you’d like to try setting up pre-authorized payments again, we can confirm if they’re active on the account for you.