No, CCTS doesn’t stop Koodo reporting process. I would recommend you paid the bill before due date to avoid any issue with credit bureau agency.

Anyway, what was the issue that you have with Koodo?

Here is what the CCTS site says:

“ Note: If any part of your complaint is about unpaid charges, your service provider must stop trying to collect these charges until your complaint is closed. You must pay charges that are not related to your complaint. “

https://www.ccts-cprst.ca/for-consumers/telecom-complaints/complaints-process-explained/

So, for example, you are disputing a $20 charge, you must pay the regular cell plan rate plan, but do not need to pay the $20 until the complaint is closed and determines you still must pay. That is how I am interpreting it. If it’s a rate plan change you don’t agree with, I’mm not sure if it means the entire rate plan itself must not be collected, or only the increase itself must not be collected.

So be careful with what you choose not to pay, because any wrong interpretation of the wording will not prevent your credit score from taking a hit. I suggest “starting a live chat” on the bottom right of the CCTS link I sent to confirm. If you don’t mind, it’d be great if you update what they say  on this matter. I’m quite curious how it’s interpreted to mean.

Personally I would pay it if you are able to.  If the decision is found in your favour you will get a credit for non-applicable charges.

This way your credit rating is protected.

They charged me for 4 phones that I already returned. When I called to cancel my lines, the rep assured me I wouldn’t be charged, but now I have a $3200 bill.

Now I’m stuck in a situation where I can’t pay the bill and Koodo doesn’t seem to be helping me, nor do I think they will look into it in time.

 I’m just hoping the CCTS helps expedite the process.

I asked them about the specifics and they just gave me a generic bureaucratic answer:

”as per Section 7.1 , you are still responsible to pay the undisputed portion of their services. As for speeding up the process, we are required to give a provider the 20 days as per process, we cannot change that”

So infuriating. How can I pay the undisputed portion when I don’t know how much that is? Anyone at Koodo can help me with a precise amount I owe them?

What did Flo say? 

https://community.koodomobile.com/billing-payments-66726/3000-first-bill-7829186?postid=19998423#post19998423

I think you need to stay focused here. 

Your question / issue is...

"I returned the phones and canceled my lines within the cancellation period. I now have a $3200 bill which I do not just have lying around to cover the time to process the return. I do not want this to impact my credit. Koodo, can you help me with how to proceed. "

Do not mention any other complaint or problem. Keep the issue simple and resolve this first, then you can deal with any other complaint afterwards.

I tried to flag a rep for you last time and then in response to Flo you went off on a tangent about a conspiracy to appease the CCTS and how the call was disconnected.

Also keep it 1 post so all the info is in one place to help simplify things as well

Please understand that I am trying my utmost best to keep this as simple as possible. I don’t think you realize how much effort I have put forth to have this corrected. It would make anyone crazy with the lack of response. 

If you need proof how simple I’ve tried to make this, feel free to take a glance at my next post to see my plead that I’ve sent to literally every department at Koodo including PM, Telus complaints department, case manager to see how much I’ve tried to simplify this.

As for the message with Flo Koodo, I’m genuinely grateful for your help, but all she told me was that there was indeed a call attempted, I did not respond (even though I did answer) and that an email was sent to me regarding the missed attempt. Nothing has happened since then. They just keep telling me to wait but the bill due date is getting closer and closer and still no answer.

I’ve already tried your solution. They just tell me to wait. What would you do in this case if they keep dodging the question with apologies?

This is the message I’ve sent to multiple Koodo support teams:

————-
Here are the issues I’m facing (note that I am a new customer so these pertain to new lines):

1) I was charged $677.87 (+tax) for each phone on my account (4 lines, CPO iPhone 13 Pro)

What happened was, my account was flagged for fraud and later settled. After the investigation, Koodo added back my plans but without the phones on my tab. I called support to manually add the phones back on the tab, but the system thinks the phones are still detached from my lines. Now I’m paying for the tab ($8 /month) and also getting charged for the full costs of the phones.

* Could you please help me remove the charges for the 4 phones? The total amount should be $2897.44 including tax ($724.36 x 4).

2) This ties in with my first issue. When my plans were added back after the fraud investigation, Koodo did not include the promo that was contracted ($5 credit for 24 months). Please note that this is in addition to the $5 for autopay. Proof for the credit can be seen in my recent contract from December 02.

* Could you please add back the recurring monthly credits to my 4 lines? The final monthly price for each of my 4 lines should come up to $37 + tax:

$39 (plan) - $5 (autopay) - $5 (promo credit) + $8 (tab) = $37.

3) On November 29, I opened 4 lines and cancelled all of them a few days later.

What happened was, a Koodo representative offered me a great plan to sign me up ($29 for 20gb + $0 Galaxy S24fe). It turns out, the plan was too good to be true, and when I checked my account a few days later, the plans indicated $49 + $5 for the phone.

Anyway, I already returned the phones (delivered December 20) and cancelled the lines but I’m still left with the charges from my last bill ($34.99) and the partial charges from my current bill.

* Could you please refund me back the charges from my last bill and revert the charges from my current bill?

Those are all the issues I’m looking to have addressed. I’ve been dealing with issues with Koodo ever since signing up back in November. I have spoken with over a dozen representatives over the phone and have 5 forum pages of comments on the community forum. I’d really appreciate if you could finally resolve these issues for me.

———

As for your recommendation to keep it focused, you’re absolutely right in theory, but I’ve already tried that. 

Even before the $3000 bill matter, I’ve been trying to have the $5 credit issue settled. It’s been nearly a month, I’ve talked to multiple reps over the phone on this one case. They still haven’t fixed this for me. The phone support is pretty much useless, Koodo reps on this forum seem to have no authority to make changes for me, and complaints department just outright ignores me. What can I do but keep complaining?

*** Also, if I put forth the simplified message you suggested, what would probably end up happening is, a Koodo rep here would apologize and suggest scheduling a callback for me. I would receive the call from someone obviously not from Canada. They would tell me to wait at least half an hour on hold, afterwards apologize to me for the wait and tell me they have submitted a request to higher management. They would assure me that they will call me back once the changes occur only for them to never call back. After a long time waiting, I’d call again, only for the rep to read over my notes, apologize and tell me they will submit another request and to wait some more. Rinse and repeat.

I know because this is exactly what I’ve been dealing with this past month. I’ve still yet to receive a call back from a rep. This frustrating situation is what forced me to submit a CCTS complaint in the first place.

Please let me know if you know of anyone that will  actually seriously consider my case.

You can absolutely keep posting, but it gets fragmented with multiple separate threads. Keeping it to one thread makes it much easier to keep up with responses. Reps here can also do most things. It’s just a little more difficult when you’ve gotten some things done by phone, and some by here.

You put forward a CCTS complaint about the phones still being charged. Since you are disputing still being charged for the phones that you returned, you don’t pay the charges for the phones until it’s resolved. Whatever prorated bill credit not covered by the “trial” limit of:

“

Additionally, if your usage exceeds any one of the following limits, you can still return or exchange your device, but you’ll be responsible for your bill:

• 30 minutes of talk time (local and/or long distance)
• 50 text messages (incoming and outgoing)
• 50 MB data

”

So whatever was below that limit, you shouldn’t be paying for those bills. Whatever was, you would be charged.

Thing is, bills don’t get updated once generated. If your self-serve main page still says you owe $3200+ dollars, then there’s some issue or delay processing the return, yes. And Koodo now has the CCTS complaint to resolve on the matter. I’d be anxious still personally over such a large amount, but just remember that these disputed charges are frozen by the CCTS complaint you filed.

I honestly don’t know what’s the issue with this. It’s not exactly complicated. It’s a few lines, but it’s just returns/cancellations.

Hi there ​@D.L 

Thank you for reaching out. We completely understand that this is an important matter, and we want to assure you it’s being taken seriously.

Once a CCTS complaint has been filed, the issue is handled directly by our CCTS team. We noticed a note indicating that you’re unavailable to speak with them until Thursday, and they are expected to reach out to you on that day, as per your request.

In the meantime, please rest assured that our escalation team is actively reviewing your case and will connect with you at the agreed-upon time.

Thanks for your understanding. 

Thanks. I hope the CCTS team (case manager) has more power over authorizing account changes than phone support.

I’ve already been “helped” by several phone reps over just this one issue.

I think there are at least 3 reps who still need to “follow up with me” within 2 business days. A few more if you include my other complaint over the $5 monthly bill credit.

I spoke with the case manager (Catherine) yesterday. She was beyond helpful and friendly in this matter, and I’m happy to say that she actually resolved all of my concerns (and in one phone call)!

Before closing the case, would a Koodo rep be able to tell me if the changes will be reflected for my current bill? I see the modifications under my account transaction history, but the billing has not changed yet.

----------

Also, I really want to add that this situation has really soured my view of Koodo/Telus. I remember some years back Koodo’s service was arguably the best among the “discount” brands. It offered real chat support (not this useless and frustrating ai based one), and actual phone support from people in Canada (I’m sorry, but I legitimately could not understand the accents of some of the reps I recently talked to and their honesty/ethics seemed a bit dubious). The fact that a tiny company like Fizz mobile offers far better service than Koodo is, in my opinion, unacceptable.

Although satisfied with the final result, I feel so drained after all the effort I spent in trying to resolve these issues. Also, the fact that it only took one 15 minute call from a dedicated representative to solve everything doesn’t help either.

I don’t need an apology or anything, I just wanted to put this out in case it mattered.

The changes get updated, but the current bill does not get regenerated again for the same time period. You should see ho wmuch you owe in the main page of your self-serve for balance outstanding be updated.

Hi ​@D.L, the credit was added to your account, it is still pending and should be approved in a few business days. Once approved, you will be able to see it reflected in your total due but, as Goran mentioned above, the bill will not be re-issued. 

Before this case is closed, could you please let me know if the $5 recurring credit for 24 month was added to my lines? I don’t see the change under my account.

So final plan cost for each of my lines should be $37 + tax:

$37 = $39 (plan) - $5 (autopay) - $5 (promo credit) + $8 (tab)

Just want to confirm with a Koodo rep so I don’t get into a situation where I need to call again (or god forbid, file another CCTS complaint).

Hi ​@D.L 

We have looked into it and we see there is a pending credit per line that will start applying with the next bill.

We’ve sent you a PM with more details.