billing issues

I assume you are a postpaid customer.

1. Have you traveled outside of Canada recently? if so, have you received any roaming SMS to your phone while traveling?
2. This is little strange. Have you received an email confirmation that your per-authorized payment was set up and later removed?

Hi ​@Emilyaaaa, we’re not seeing any roaming charges on your latest bill, please let us know which date(s) you’re disputing and we’ll gladly look into them for you.

Regarding your pre-authorized payment, the payment was attempted 3 times and was declined, please contact your bank to check if the card on file is active for online payments or if there are any other issues that might prevent payment from going through. 

Can you please call me instead of going back and forth?

Koodo does not offer direct outbound calls from reps, but you have a rep here willing to help you. Why not go through with it?

If you really insist, you can request a callback by using Koodo Assist on their website chat and following the chatbot prompts to schedule a call with a rep but you’d have more success here then restarting the whole process with a rep on the phone. 

Yes please, i tried to schedule a call however it doesn’t give me the option, please have someone call me.

Unfortunately, I can’t have someone call you. Best I can do is flag a rep, but you already have a rep here on this thread. 

Emilya, ​@Georgia Koodo provided some troubleshooting step. Start with those. 

Could you tell me how to schedule a call? It keeps giving me automated answers that doesn’t help at all

You would need to go through the different steps of the Koodo Assist and once all steps have been completed, you can ask to schedule a callback. 

The issue is from your bank though. Scheduling a call back with Koodo might not help since they can't access your banking account.

Have you tried to contact your bank?