Honestly, I don’t usually need to talk to a person. But when it comes to billing issues why isn’t this an option? I’ll never recomment Koodo to anyone, no matter how cheap it is. I didn’t realize it was this much of an issue to get something resolved. Yes, 90% of stuff can be handled online. But I am not a robot and do not want to communicate with a robot!
If I’ve been overbilled how do I resolve this? I cannot schedule a callback because the earliest available is this weekend which I do not have time for. I had time TODAY to talk to someone to get this resolved but apparently that’s not an option. Telus has always had garbage customer service.
Page 1 / 1
If you provide us some more details about the over billing situation (ex. what was the over billing for? What happened,? etc) we can direct you to the best way to resolve it.
I switched on June 6 from a $60 plan to a $50 plan. This has not been reflected in my most recent bill. When I switched it confirmed there would be a slight adjustment on this bill effective June 6.
When you download your detailed pdf ebill, Do you see any plan change in there?
WHat is the date range of your billing period?
No I don’t. And I’m being charged the amount I normally get charged. This is why I’d rather talk on the phone with an actual person, you have to answer so many basic questions before you can get an actual answer. If the amount was correct on my ebill do you think I’d be asking this??
I asked 2 questions. And you only answered 1.
Is 2 questions too many?
If you dont want my help, you can request a callback via koodo assist
If you do want me to continue to help, I have 1 new question and 1 repeated question.
In self serve do you see your new plan active?
What is your billing cycle?
I get that my responses are frustrated. Because it’d be so much easier to actually do this over the phone, which I shouldn’t have to schedule with a communications company. I’m not stupid, if I was looking at the wrong billing period I wouldn’t be asking any of these questions.
My billing period is May 29-June 28. I changed my plan June 6. Yes my plan is active.
Since you are saving the new $50 is active on your account when you look at your plan in self serve, then can you please post a screen shot of Page 3 or 4 of your detailed pdf ebill that shows the missing plan change.
Once I get that screenshot and I can flag a rep to correct the error without need to call or wait on hold.
Note please make sure to remove any personal info from the screenshot like your phone number, name, account number.
The monthly credit is part of a promotion I received when I bought the phone last year.
Thank you. Let me flag this to a rep for you.
Hello @kf3734
I verified the account in regards to the rate plan change. As confirmed by the billing period mentioned by you above, your bill was issued in May and was loaded with the plan that was active at that time, $60.
You’ve changed the plan on the 6’th of June, ongoing billing cycle period and lowered the cost to $50.
A new invoice cannot be issued as the billing cycle has to complete to do so. Your plan became active in the day that you changed it and will be shown on the next invoice after the change, in this case, June 28.
Your next invoice will show the periods of the rate plan change and will also include a prorated credit for the difference in price. Details about proration here.
This doesn’t really make sense. If I’m being billed from May 29-June 28 that change should be reflected in that bill. I believe that’s how it used to be. So on the next bill I will get a credit for June 6-28 at the new rate?
Sorry I was asking for billing cycle but I should have been asking about your invoice date. What is the date of the invoice on your detailed pdf ebill?
