How did you return the phone?

I returned it to Telus where I purchased it

It could be the situation where the return has not completed being processed and since you canceled/ported out so quickly the cancellation charge occurred prior to the return.  I would have waited for the return to be processed prior to canceling.

Did you get any paperwork for the return?

I would also go back to the telus store to check on the status of the return

I did not get any paperwork when I returned the phone but will try going to Telus. 

One more question which is more accurate the bill or the price on self serve? The bill shows the phone on it but the cost on self serve does not. So I'm not sure if it got processed after the bill was released. 

It depends.

When when you download your detailed pdf ebill what does it say?  What dates were on it?

If self serve is showing a different amount owing, then I question why?  Was the return already processed hence a different amount owing than what is shown on the detailed pdf ebill?

Note the detailed pdf ebill is generated at a specific day and time and anything that happens afterwards will not appear.  The pdf ebill does not change any any modifications will shows on the next pdf ebill next month

For the phone charge it's saying January 15 to February 14 but I returned the phone on January 4th. The bill got released today. 

That means your bill would have generated after Jan14.

That is 10 days to process the return.

I would reach out to the telus store that processed your return

Hi ​@maggieD it’s possible your account total was adjusted after the bill was issued which is why the two differ. 

We can check for you if you’d like. To have access to your account please log out of the Community and log back in, using your Self Serve account credentials as shown in the picture below. 

If you cannot log in you can schedule a call-back through our Koodo Assist or send us a private message on Social Media via Facebook, X/Twitter or Instagram.

Hi ​@maggieD it’s possible your account total was adjusted after the bill was issued which is why the two differ. 

We can check for you if you’d like. To have access to your account please log out of the Community and log back in, using your Self Serve account credentials as shown in the picture below. 

If you cannot log in you can schedule a call-back through our Koodo Assist or send us a private message on Social Media via Facebook, X/Twitter or Instagram.

Yes if you could check please. I believe I should now be logged in with my self serve account credentials. 

Thank you for authenticating! It seems the return was processed after the account had already been cancelled due to the port out. Did the store agent call in to complete the return? We’re not seeing any notes on the account regarding that. 

When I was there he just completed the return on the computer. I did not see any calls being made.

Hi ​@maggieD 

We recommend scheduling a call back through the virtual assist, so a rep can further look into it further.

Hi yes I managed to schedule a callback and it was dealt with. 

Thank you