Was your service suspended for non-payment previously?

Hi there...I don't believe so.

Was this a connection fee?

You may have been charged $50 for help activating your phone or setting up your account with a rep.

No; the bill stated "reconnection fee"

Did you have a past-due balance?

If your bill is past due, you need to bring your account up to date by paying your past due balance in full the same way you would normally pay your current bill, so that you can avoid potential disruption to your service and a $50 reconnection fee to have your services restored. 

You can visit this link for more details. https://www.koodomobile.com/en/help/past-due-bill

Hey there...no, I did not have a past due balance

It appears that payment was made very close to the renewal date, most likely via credit card, and was received by Koodo on April 4th. Despite your prompt payment, a reconnection fee was charged. Would you like us to flag a rep to investigate this matter further?

Yes please. Thank you for your help!

Done! A rep should respond later today or tomorrow.

 Hi @DionLouis 

Upon checking, we can see that the account has been disconnected and reconnected the same day, 5th of April, when the payment was posted.

Depending on the payment method used, the payment may be posted within 3 - 5 days, more details you can find here https://www.koodomobile.com/en/help/online-payment-methods

Hi @Flo Koodo

According to my bank, it was marked deposited and posted on April 4th. I can provide you with a reference number if required.

@DionLouis did you pay by credit card or an alternative method (e.g. online banking)?

If you pay with a Canadian credit card, Visa Debit, or selected Visa/Mastercard gift cards, payment will immediately show on your account if you’re paying through Self Serve. I was under the impression that a credit card was used based on how quickly the transaction took place.

If payment was made online or through telephone banking services at your financial institution. You’ll need to allow 3-5 business days for payment to get to your Koodo account.