I have an auto pay set up on my Koodo account.
Koodo tried to charge my bank through auto pay on the September 17th but it failed. I made a manual payment on September 19th through Koodo side.
But Koodo charged my bank again on the September 21st. I asked for Koodo to either refund one of the charges or apply $45 credit but they’re not responding.
What should I do? so I paid an additional $45 but I don’t see the credit of $45 on my account.
Best answer by Flo Koodo
Thank you for the screenshot!
This is so strange. I made a manual payment on the 19th of September. My billing page still shows my payment date as 19th of September.
Exactly, that’s what we also see on our end. The payment date is September 19, however, since it was made on Saturday, the bank account may show it on a different date (later on September 21) due to weekend.
But if you see two different payments on your bank statement (one on September 19 and one on Septemeber 21), please let us know.
+4Hi
We have looked into it and we can see that there id one failed attempt in September (on September 15th), and one payment (manual) received on September 19.
It can take longer to get the amount credited back into your account than just leaving it to go forward to pay the next month's bill.
Hi
We have looked into it and we can see that there id one failed attempt in September (on September 15th), and one payment (manual) received on September 19.
No! and you charged my bank again on September 21st. Please refund one of the charges. So, the manual payment was made on the September 19th but Koodo’s automated system charged my bank account once again on the 21st.
+4What is your billing cycle?
Is this charge on the 21st is for the next cycle? You can check the details if your charges in the PDF e-bill. Please download it to check. Also, you can check your payment history through self serve.
+4
Thank you for the screenshot!
We have checked your account again and from our end we can see only one payment received which is on September 19. In the screenshot that you shared, there is the rejected payment and then the payment on Septemeber 21st, but no payment on September 19.
If the payment made on 19 was made with a different payment method and it is stated on your account/ bank statement, we recommend scheduling a call back with and speaking with the Payment team so they can further investigated.
If the payment made on September 19 was made using the same payment method and it is not stated on the bank statement/ payment history on September 19, then this would be the one showing for September 21 and it could appear delayed due to the transaction being completed on weekend.
Let us know if you have further questions.
Thank you for the screenshot!
This is so strange. I made a manual payment on the 19th of September. My billing page still shows my payment date as 19th of September. Do you mean that the manual payment I made on the 19th didn’t go through? The payment I made on the 19th isn’t showing up on my bank.
What is your billing cycle?
Is this charge on the 21st is for the next cycle? You can check the details if your charges in the PDF e-bill. Please download it to check. Also, you can check your payment history through self serve.
My due date is 23rd of every month but Koodo tried to charge my bank on the 16th. It was unexpected.
+4
Thank you for the screenshot!
This is so strange. I made a manual payment on the 19th of September. My billing page still shows my payment date as 19th of September.
Exactly, that’s what we also see on our end. The payment date is September 19, however, since it was made on Saturday, the bank account may show it on a different date (later on September 21) due to weekend.
But if you see two different payments on your bank statement (one on September 19 and one on Septemeber 21), please let us know.
Thank you for the screenshot!
This is so strange. I made a manual payment on the 19th of September. My billing page still shows my payment date as 19th of September.
Exactly, that’s what we also see on our end. The payment date is September 19, however, since it was made on Saturday, the bank account may show it on a different date (later on September 21) due to weekend.
But if you see two different payments on your bank statement (one on September 19 and one on Septemeber 21), please let us know.
Thanks for clarifying this! It was very confusing.
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