Billing Issue – Charged Before Activation

Hi there,

This is normal when ordering the service online, the billing is correct. The billing begins once your order has shipped from Koodo's warehouse. In your case, when the sim card was shipped out.

You agree to this during the order process as seen with the check box in the image below.

I do not agree with this explanation. The image you provided is a generic blank form and does not prove that I personally agreed to these terms. Please provide the actual record of my order showing that I accepted this condition.

In addition, when I signed up for this plan over the phone, I specifically asked when billing would begin, and I was clearly told that charges would only start after I received and activated the SIM card. This is inconsistent with what I am being told now.

I also do not understand why I am being asked to wait until I receive the SIM card to request a credit. I have no access to the service, yet I am being charged and expected to follow up again later to fix this issue. This is not reasonable.

I am requesting that the billing be corrected immediately, including adjusting the start date or removing any charges before activation.

I see, thank you for providing the information that your order was placed over the phone. This topic comes up a lot on here and most order the service online where they agree to the box in the image.

This is typical with how koodo works. The service is "activated" usually a day or so before the sim card is shipped so that when it arrives, it is good to go. The service is not activated once it is used but rather once the order has been confirmed and the account is active. It does not require usage to be activated, it seems you may have been miss informed.

You will find that if you received an email saying the sim card has shipped, you will have access to the koodo self serve portal and the phone line will be visible, indicating an active account. You will then have a partial monthly plan charge from the date of activation to the start of the billing cycle.

The community consists of customers like yourself and I, I am not an employee, I am just trying to help. If you would like to dispute the charges further, I can flag a rep to assist, but I doubt they would credit the charge because as I said, the charge is normal.

https://www.koodomobile.com/en/help/your-koodo-bill-after-youve-activated-a-new-account-or-added-a-new-line?srsltid=AfmBOooJsQZI2yTGDwF8uSeptcTRghSS4ERREb09IeIp27kjkYNsaYrq

I understand that this may be how Koodo’s system typically works. However, this is not the issue in my case.

My concern is that I signed up over the phone, and I was explicitly told by the agent that billing would only begin after I receive and activate the SIM card. This information directly influenced my decision to proceed.

Referring to general policies or how online orders work does not address my situation, as I did not place my order online nor did I agree to any checkbox or written terms.

If you are suggesting that I agreed to early activation and billing, please provide:

• The call recording of my sign-up
• Clear evidence showing that I gave informed consent

A generic or blank form is not sufficient proof of consent, especially for a phone transaction.

At this point, my request remains the same:

• A credit for the charges incurred before I received the SIM card, OR
• Valid proof that I agreed to such terms

If this issue cannot be resolved, I will proceed with escalating this matter to the Commission for Complaints for Telecom-television Services (CCTS).

I look forward to your response.

Let me flag a rep for you 

Thank you, I appreciate that.

Before the rep reaches out, I would like to clarify that my concern is not about the general policy, but about the incorrect information provided during the phone sign-up.

I was clearly told that billing would only start after I receive and activate the SIM card. I did not agree to any early activation or billing.

I would appreciate it if the rep can review this case with that in mind and provide either:

• A credit for the charges before SIM delivery, or
• Proof of my consent (such as call recording)

Thank you.

Thank you, I appreciate you flagging a representative.

For clarity, my concern is not about the general policy, but about the incorrect information provided during the phone sign-up.

I was clearly told that billing would only start after I receive and activate the SIM card, and I did not agree to any early activation or billing.

I will wait for the Koodo representative to review this matter accordingly.