Charged $68+ for call to UK. Plan includes LD Perk. How do I get this reversed?
Userlevel 7
+4
That screenshot only shows the perk as available, not that it's actually added. How does it show in self serve? Does it show under your plan details?
It is no longer in the details. Under Manage Perks it’s there as my chosen perk.
I went to “Save Changes” and it said no Perks chosen/added. I tried a different perk. Same result.
The LD Perk was there after device upgrade last week
Userlevel 7
+4
It is no longer in the details. Under Manage Perks it’s there as my chosen perk.
I went to “Save Changes” and it said no Perks chosen/added. I tried a different perk. Same result.
The LD Perk was there after device upgrade last week
Did you make those long distance calls after the plan change and new perk? If you made those calls BEFORE the plan change, you would still have to pay for the long distance fee.
After the plan change. And I had LD prior as well
Userlevel 7
+4
After the plan change. And I had LD prior as well
You should only be charged for the LD minutes that you made before the plan change (and addition of the perk). You could check it on your usage and the detail PDF bill in your selfserve.
Just to clarify.
The screenshot is from “Manage Perks”
The LD pack is checked because that was my chosen perk.
I can uncheck it and choose a different “free” perk.
The screenshot was taken after I saw that a call yesterday morning to the UK was charged $68+.
These Sunday calls have been occurring for years so I’ve always had whatever available LD add on/perk on the account.
Userlevel 7
+4
Could you post a screenshot of your rate change date? It is under “transaction history” and would look like this:
If Koodo truly made a mistake, we can flag a rep for you.
On the 16th I saw a cheaper offering in Self Serve and activated it. So I’m unsure why the above has a 14th expiry. I also added the LD perk at that time. Although it does not appear in the history..
While discussing this on this forum last night I attempted to add and remove perks. After doing so, when logging into account it asks me to pick my perk. And is still doing that this morning even though last nights “pick” shows in history.
Userlevel 7
+4
I see… unfortunately that means that at the time of your calls, the perk wasn’t active. I don’t think the community reps here can give any leniency discounts or refunds, so in your case I suggest you schedule a callback through the Koodo digital assistant and discuss your options. Wishing you good luck - based on your screenshots I’d say you have a very strong case :)
Edited to add that I have flagged a rep all the same, you never know! It very much looks like a mistake to me (Koodo’s mistake, not yours)
Thank you for the input
Userlevel 6
+4
Hello
There were a lot of changes in regards to the minutes perk.
During the change on the 14’th, the rate plan started with the unlimited international minutes perk and
then the rate plan changed again on the 14’th and that’s when the feature dropped or was not selected during the change.
Instead of the minutes feature, we can see the Unlimited International SMS and MMS being added and effective in the same date as the charges, then the perk was changed to the Unlimited Long Distance pack starting with today 20’th of November.
The charges are valid however, feel free to schedule a call-back via the Koodo Virtual Assistant if you want to investigate further.
I will do that.
The “lot of changes” you are seeing was explained a couple of posts back where I was picking perks but the system kept saying I had no perks picked.
I believe the same happened at the last rate change. I picked the LD. Koodo system did not.
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