A koodo sales agent called me about a promotion back in December. As a result, I bought bc 3 new lines after the sales agent assured me that the connection fee will be weived; and indeed the December bill did not include the connection fee.
However, I was surprised to see that my January bill is over 400 dollars with 240 dollars in connection fees.
Why was the feed not weived? And why this added in the January bill not December
Did you check your Customer Service Agreement? You should be able to download a copy on your Self-Serve account. https://www.koodomobile.com/en/help/viewing-and-downloading-your-customer-service-agreements-csa
It may differ depending on the type of arrangement. It will usually be waived on your second or third bill. In other cases, you will see a credit of $10 over a period of 8 months.
Hi there,
majority of the time when connection fees are “waived” reps may not explain the specifics. Either the connection fee does not show up or a connection fee credit is added later which applies to the second or third bill. Meaning, you pay the fees but you get the money back as a credit / multiple credits to the account over time.
When you talked to the rep did they mention adding any additional credits?
+4That’s strange indeed. Does the January bill include that date that the phones were activated? Some times the dates can be a little wonky.
Regardless though, if you were told they should be waived then that should be the case. Do you see any sort of credits on your account? Sometimes reps offer something like a $10 bill credit for 8 months to offset it.
+4
We see that you managed to discussed with a rep in the meantime.
Please let us know if you have further questions.
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