Billing issues

Are you paying with your credit card? If you did not update your method of payment, you can still continue to make your pre-authorized payments with your credit card. 

However, it should be noted that you would lose the $5 auto-pay discount, which was notified to all eligible customers back in September. https://www.koodomobile.com/en/help/auto-pay-discount

With regards to the roaming charge, were you close to the border at the time? 

If that is the case, you can manually select your network to Koodo, so that your phone does not automatically connect to a cellular tower to avoid this from happening again. 

In the meantime, you may want to upvote this idea. If there are enough votes, Koodo may consider this option in the future. 

My billing is set up for pre-authorized payment from my credit card, which, when reading the FAQ is the same as auto-pay. Plus, it sounds like there is a discount if you have auto-pay but it doesn’t say anything about an extra charge if you don’t so either way, the additional $5/month doesn’t make sense. 

Hello ​@Caytlyn We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.

In regards to the rate plan, we verified and we can see that it was one of the rate plans that went through a price increase starting from July. You can see the notification on the 7’th page of the June invoice, when downloaded as PDF. 

Yes, but it’s been announced that pre-auth payments from credit cards will no longer receive the $5 discount. My line no longer does, and I  had to switch to debit to keep it. 

Since it wasa rate plan increase, that’s it then. Unless you’re on a tab, Koodo is able to raise the rate plan with 30 days notice. It seems that you missed it from June. Unfortunately, Koodo only gives fine print on the end of your bill about such changes. You have the right to refuse to accept, but that means you leave Koodo at no penalty if you refuse the rate plan change.

I’d be looking at Black Friday deals in the next week personally for if any better plans than what you have now will be available. 

Thanks, Goran that’s super helpful. I did go look at my bill and found the increase at the very bottom of the statement in fine print… I’ve been really happy with Koodo so far but that does not seem like a great way to do business. I wasn’t aware they could increase rates so I will definitely look at Black Friday deals. Thanks so much! 

Any company can with 30 days notice, for better or for worse. Not to justify it but just explaining that it is pretty common practice these days for pretty much every Canadian telcom at this point to raise prices. They’ve basically recreated old contracts with the only price proteciton you have is if you’re on a tab contract with a phone. And then there’s a separate subsidized amount that basically amounts to old cancellation fees. It kind of is what it is at this point.