I have been double-billed for Stream+ for 9 billing cycles

You should be able to remove the older version from your self serve. It should show under the add-ons section of your account.

Right, but that doesn’t address the fact that I have been double-charged for the past 9 months. When I called to switch to the new Stream+ package last June (which includes Netflix, Disney and Prime) I was told the old Stream+ subscription would be automatically removed from my account. I just trusted that was taken care of. 

​@Allan M Would it be possible for you to request someone from customer service / billing call me to sort this out? I would rather not have to wait on hold and then explain all this verbally. It would be helpful if you can either forward this thread to someone (so they have the screenshots) or send me an email address. 

Hi ​@ghoekstra 

We are sorry for the misunderstanding! We have reviewed the notes and there is no mentioning about the Stream plus add on.

The Stream+ add on can be removed in self serve at any time, as Allan mentioned.

Koodo gives 30 days period to dispute charges on your bill. You can check the Service terms here https://www.koodomobile.com/en/service-terms

If you wish to dispute the charges further, please schedule a call back with the virtual assist or you can send us a message on social media using the links at the bottom of this page.

​@Flo Koodo ​@Allan M  I think you are misunderstanding me. I have been double-charged for Stream+ since last June. Stream+ is listed on my account as both an “add-on” and a “subscription.”

I was one of the customers who signed up for the original Stream+ package, which included Apple TV, Netflix and Discovery. 

In 2024, our company (I work for TELUS, too!) launched the new Stream+ package. It included Netflix, Disney+ and Prime. I was part of the team that helped promote this new bundle. https://www.telus.com/en/about/news-and-events/media-releases/stream-plus-from-telus-is-bringing-canadians-the-ultimate-streaming-bundle-with-netflix-disney-and-prime-video-for-an-unbeatable-price

Because the new bundle was a better fit for my family, I called in and subscribed to the new Stream+ service. During that call, I was reassured that the old Stream+ would be removed from my account, because obviously I didn’t need two Stream+ packages with overlap in services. I am only just now seeing that was not the case. So, since June, I’ve been charged for Stream+ as a “subscription” and also as an “add-on.” What’s more, I haven’t been using Apple TV or Discovery because I cancelled those services and my original Stream+ package. 

I would really like you to please share this thread and the screenshots with someone in customer support or escalate it to SOS and have someone contact me. My TELUS ID is xxxxxxx if that’s helpful. I don’t want to spend hours on the phone explaining this or debating this with a telephone agent. 

So Flo is a rep on the community and as Flo mentioned, you normally have 30 days to dispute charges on your bill, and there is no notes on your account mentioning removal of the other add-on (which would definitely, easily constitute a fix of the charges).

There is limited assistance that is available here on the community by reps. If you would like it escalated further, you would need to schedule a callback and go through the appropriate channels which you seem to be aware of.

Unfortunately, you will have to spend some time on the phone explaining the situation to the appropriate departments if you want further assistance.

I would also recommend against sharing your TID on any public forum.

OK, I was hoping this would be an easy resolution, but apparently not. I understand the person I spoke to on the phone didn’t leave any notes to remove the Stream+ add-on, but that is what he and I discussed. He told me it would automatically cancel the old Stream+ package because I signed up for the new one. Plus it’s just common sense that when I signed up for the new Stream+ package, I would no longer also want the old Stream+ package, with duplicative services. 

If you were to change from the new Stream+ basic, to premium, then yes, the change would override the other but in this case it won’t auto cancel because they are two different services paid for on two different platforms, direct to bill, and subscription. It sounds like the rep was misinformed about this. If this was brought up month 1 or 2, it would be a much simpler fix. But because this has now gone on for almost a year, and is only being brought up now, is why you unfortunately have to go through some more hoops.

There as well, could be circumstances where people would want both. (They still want to maintain Apple TV, and Discovery+, they want two Netflix accounts since you can’t share outside of households anymore. Even old stream+ along with the new basic would still be a deal for people as a whole given the savings) The sample size is likely small, but Koodo can’t just cancel something on your account without your approval to do so.