How to talk to a live rep to discuss final bill after cancelling the Koodo line?

Hi ​@mits1 

We have looked into it and in case the cancelation is completed before the end of the billing cycle, discounts won’t apply in that case since it will be a partial billing period.

https://www.koodomobile.com/en/terms/service-terms

Hello,

I have been charged for the period during which I did not have a Koodo line. My last date with Koodo was 22nd March, whereas the bill cycle in which I have been charged is April 06 to May 05. How is this possible? If I cancelled my line on 22nd March, how can you charge me for April to May cycle? Also, let me know how can I connect with a live rep? Koodo Assist is not letting me sign in saying my phone number is not matching with my account.

Hi ​@mits1 

We have looked into it and in case the cancelation is completed before the end of the billing cycle, discounts won’t apply in that case since it will be a partial billing period.

https://www.koodomobile.com/en/terms/service-terms

Hello,

I have been charged for the period during which I did not have a Koodo line. My last date with Koodo was 22nd March, whereas the bill cycle in which I have been charged is April 06 to May 05. How is this possible? If I cancelled my line on 22nd March, how can you charge me for April to May cycle? My bill amount is 0 but the charges are for cancellation of my pre-authorized debit. How is this possible?

Also, let me know how can I connect with a live rep? Koodo Assist is not letting me sign in saying my phone number is not matching with my account.

How did you cancel your line?

Did you get a cancellation confirmation email?

I switched to some other provider using the same phone number. So everything is on record. My Koodo account says "Your account is cancelled. You will still have an access for 3 months after cancellation."

Do you have another line on your account?

In your detailed pdf ebill, do you see your ported our phone number charged for April 6-May 5?

I had another line, but I switched that as well on the same day.

There is nothing mentioned in my bill which says I cancelled my line or ported my phone number to some other provider.

​@mits1 

Just a quick clarification on the charge related to the pre-authorized payment discount that appears on the last bill. This is basically the reversal of the pre-authorized payment discount applied on the March bill.

The pre-authorized payment discount applied on the March bill was for the billing period March 6 - April 5, however, since the cancelation was before April 5, the pre-authorized payment discount applied on March bill was reversed on the April bill.

Let us know if you have further questions.

Hello,

My wife had another line which we cancelled on the same day and switched to some other provider porting the same number. We have not cancelled pre-authorized debit on that account but still she has been charged a cancellation charge of CAD 10 for cancelling pre-authorized debit. How this happened? Her account still shows pre-authorized debit is active.

Can you see what is wrong with our accounts? Also please confirm if our lines are cancelled or they are still active in your database.

Hello ​@Flo Koodo, I have been charged CAD 10 for canceling pre-authorized debit. But on my account the pre-authorized debit is still active. As mentioned by ​@mits1, we canceled the Koodo line and ported our numbers to some other provider on 22nd March. How can you charge for Apr 6 to May 05 cycle when the line was canceled in March?

Please confirm that our lines are canceled. I have a doubt that in your database our lines are still active.

As you can see in the first comment, any bill credits including the preauthized payment credit only applies for full billing cycle. So if you left koodo prior to a full billing cycle, then that credit is charged back. 

If that is the case, I am okay to pay these charges if this policy is applied. But my concern is that I am not sure if I will stop receiving bills in future. I just want to confirm that both my lines are cancelled in Koodo's database and I won't receive any other bill after I pay this last one.

If you download your detailed pdf ebill what are the charges for the line?  Is it just the credit reversal or is it a charge for a plan?

What is the invoice date? And when did you cancel?  If you canceled prior to the invoice date, then you should not have a plan charge for that line.  

What does your detailed pdf ebill say when you download it from your self serve account?

​@mits1 , the phone number connected to the account authenticated through the email here over the community shows as cancelled. It is the same for you ​@Sy1 . 

After the current invoice is paid, there will be one final invoice that will show your payment and confirm that the account is settled 

I’ve encountered the same issue, Koodo is effectively asking you to time your cancellation and then maybe your discount/promotion etc would still qualify. I’m not sure why Koodo is also the only service provider to charge ahead (a month ahead) to further complicate things. 

Without overthinking too hard, there is slim chance you will ever pay for the amount you think you would pay with discounts altogether (the first month of bill payment, promotions don’t apply either). This is just my personal experience with Koodo and I don’t believe anything would ever change here unfortunately.

To be fair, local cable, home phone, and even home internet is charged 1 month ahead. This is standard practice for many decades and prior to cellphones