Hi koodo,
I signed up for the $24 20GB plan two weeks ago and already paid. My plan was cancelled without my consent, and I was told to switch to a new plan with a free SIM.
However, I have now been charged again.
Please explain all charges and refund any duplicate or incorrect billing immediately.
Best answer by Koodo
Hi there
The bill charges connected to the original online order were already addressed and removed from the account.
You received the cancelation email because the first online order, for the new service, was cancelled, for the above reason. As the previous order was not completed, the agent had to make a new one.
In order to confirm more details, we also sent you a private message in regards to the situation. Feel free to respond whenever you have the time.
+4Are you a prepaid or postpaid customer? And as well, can you share more details about plan cancellation? Did you have any cancellation email from Koodo?
I am postpaid customer. I can copy the cancellation email sent from Koodo. Furthermore, the SIM card issue make me feel confused because I paid SIM card and Koodo cancel my plan without reason. What is the point I need to pay and re order a new SIM card for my new plan?
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+4That is strange, since cancellation typically can only be accomplished by scheduling a call back or porting your number to another carrier.
Anyway, let me flag a rep here to see if we can have more information
Detail Timeline:
March 17 : I join Koodo $24 20GB mobile plan through online. And I purchased $15.75 for my physical SIM card because my phone cannot support eSIM.
March 30: I received cancellation email from Koodo and I still waiting my SIM card. So, I call Koodo specialist for help, he said I can’t undo cancellation of $24 20Gb plan but he can offer me a new mobile plan which is $25 80GB. I asked him that is it new SIM card free of charge and he said yes.
March 31: I saw a bank transition from Koodo $11.87 but I didn’t received any payment email from Koodo.
Honestly, I am so disappointed Koodo service and I never expected I need to handle unnecessary error from Koodo. I hope you can give me a reasonable response and solution for me. Thank you!!
+4Detail Timeline:
March 17 : I join Koodo $24 20GB mobile plan through online. And I purchased $15.75 for my physical SIM card because my phone cannot support eSIM.
March 30: I received cancellation email from Koodo and I still waiting my SIM card. So, I call Koodo specialist for help, he said I can’t undo cancellation of $24 20Gb plan but he can offer me a new mobile plan which is $25 80GB. I asked him that is it new SIM card free of charge and he said yes.
March 31: I saw a bank transition from Koodo $11.87 but I didn’t received any payment email from Koodo.
Honestly, I am so disappointed Koodo service and I never expected I need to handle unnecessary error from Koodo. I hope you can give me a reasonable response and solution for me. Thank you!!
Did they say somewhere that the $11.87 is the fee for the new SIM?
As well, Koodo sometimes charged you a SIM card fee but give a refund in the bill. I assume you haven't received your latest PDF bill?
+4Hi there
The bill charges connected to the original online order were already addressed and removed from the account.
You received the cancelation email because the first online order, for the new service, was cancelled, for the above reason. As the previous order was not completed, the agent had to make a new one.
In order to confirm more details, we also sent you a private message in regards to the situation. Feel free to respond whenever you have the time.
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