Can you provide a screenshot of your bill showing the charge? Make sure to remove any personal details, as this is a public forum.

The same thing is happening to me, beyond upset right now

Hi ​@Robyn1998 

We see that you managed to get in touch with a rep over the phone in the meantime.

Let us know if you have any other questions. 

Well, as of today I still haven't received any further information or update. No emails, no texts, no information on whether or not my issue has been addressed or corrected and it still looks like Koodo wants me to pay a bill I already paid. So I am not happy with this service or your response. Seriously. I was getting bombarded with phone calls for "offers and promos" but the one time I actually need to get in touch, Koodo decides to switch to AI instead of human agents (though the human agents also aren't talking to me). 

At this point I'm going to be switching providers, that's a given, but if I don't hear anything from Koodo by Monday I'm going to my bank to get them to reverse the charge and get the money back. 

What is your bill cycle?

They don't send you a new PDF e-bill if there are any charges adjustment. But, they will update the amount due on your self serve.

The bill in question is actually for November. I received a notification on November 27th that my bill for that period was ready and that it needed to be paid by December 19th. I paid the bill, and have a screenshot of the money coming out of my account, on the 13th of December. 

Then I get the bill for December on December 27th saying that I didn't pay for November and that my total is for those months combined. I'm not asking for something crazy here. I want the bill/total that I already paid taken off December's bill so that I can avoid any more late fees or interest for THIS month.

Hi ​@Robyn1998 

We have limited access here on community when it comes to payment related requests.

We see the previous agent submitted a payment investigation request, however, we don’t see an update on our end.

Will you please check if for the payment you made for November bill, the Koodo account number in your account matches the one you see on the payment receipt? Please don’t post the account number or any other personal info here, as this is a public forum.

Can you check your self serve?

 Login > self serve > billing > bills > account history.  You will see all transaction details.

Do you see all of your payment? Also, amount due is showing as adjusted?

Just logged in to check. The amount has not changed. I can see on my account where the money went out and have screenshots of this but that's it. This is just ridiculous. I have always paid whenever I got the text notification of my bill, always paid the same way, never had these issues before. 

​@Robyn1998 

As much as we want to help, we have limited access here when it comes to payment related inquiries.

We have sent you a PM, please check out your community inbox when you get the chance. 

I am also going through the same issues, as I review my bank statement I was shocked, can any one help me out. It’s a big scam. 

I also need to solve this issue or change the operator 

Can you start your own post?

https://community.koodomobile.com/topic/new

We need to know if you check your E-bill, your billing date, when did you make your payment. 

Sometimes, it takes some time to process and update on the self serve.

I have never recieved any private PM or email. It's been radio silence. I got nothing from you people.

Can you check/click on your logo at the top right of this page?

Then you will see " Private message"

That does not appear for me. I click the logo, I get circled back to the homepage. I'm logged in. There is no private messages section. There is no inbox, no private messages, nothing. You have not attempted to contact me so stop lying to me about it. 

Hi ​@Robyn1998 

We see that you replied to our PM in the meantime. We have just replied back. Thank you!

​@Robyn1998 

Hi Robyn. You do realize that Mayumi is a customer, just like you and me. She was just trying to help you. There is no reason nor would she lie to you, if that’s who you were calling a liar. I just learned from her in these posts where to find “Private Message”. By the number of relies she has made, you can see she has tried to help people.