missing discount

What type of discount/ promo that the sakes person offered?

Did you download your PDF e-bill? What discount do you see there?

this part is not included in my current bill. 

Hi there, thank you for your response. However, I noticed that there are 2 numbers under my account. I only use the one starts with 514. Why am I being charged with 2 numbers? 

Also, I tried to connect with some help online over the past few days. I tried many many times, and the following page is all I have got:

When you transfer to Koodo it is common that a temporary number is set and then is switched to your phone number that you wish to transfer to Koodo. This is the purpose of the extra number on the bill, just to be replaced.

Is this number now gone from your Koodo self-serve? If so, then it was successfully replaced with the 514 number. This is normally how people transfer over.

Thank you for pointing me to the bill. I have realized what is the real issue. To start, I only use the number starts with 514. I have not idea where the other number comes from. 

1. I have been charged twice From Jan 7 - 13th,. From Jan 7 - 13th, both number has been charged, but the discount only applies to the “438” number.
2. Since I only use “514” number, I have been charged from that number from Jan. 14 - Feb 14. However, there should be another additional $10 discount for that period. 

Could you please help me take a look why I am being charged for two numbers? 

huh, weird. For the second number, when you check in self-serve is it showing a device and phone plan or is it for something else? What does it show it is for? Is it still showing as active or has it been removed?

If you can, a screen shot will help. Just make sure to take out any personal information as this is a public platform. If I can’t make sense of it I will flag a rep to take a peek.

I guess the number transfer has been completed during the time being. However, the bill is still being doubly charged. And the promised additional discount is not automatically tranfered to the number that I am actively using. It’d be great if I could talk to a rep and get this straight. 

Hi ​@Catherine244 

We would like to clarify that the bill credit that is visible on page 4 does count toward the total bill, however, the first bill is usually higher due to the first bill proration and we do see a partial credit applied on the temporary number.

Bill credits only apply for full bill cycle periods, they are not applied to partial biling periods.

We recommend checking the Service Terms for more details 

We have also sent you a PM with more details, please check your community inbox when you get the chance.

1. On page 4, I have already been charged for the temperory number. Why should I be charged again for the same period (Jan 7 - Jan 13) on page 5? I understand the temporary number is just there to transfer the account. However, on which term does it give Koodo the right to charge customer twice for the same period? 

2. The following is the charge for the full cycle Jan 14 to Feb 13. I believe It is defined as the full cycle. However, you can clearly see the bill discount is not applied. Only the pre-authorized payment discount is applied. 

3. 

    

​@Catherine244 

The $10 bill credit is displayed on page 4 of the PDF bill (not captured/included in the screenshot you shared above), however this is given for the full billing cycle (Jan 14 - Feb 13).

Regarding the prorated charges, in the screenshot you shared above, there is indeed a partial charge on the temporary number and right after that, there is also a credit given for Jan 8-13 (the transfer was completed next day on January 8)

Please let us know if you have further questions.

Yes, you are repeating my observation, but not solving my concern. PLEASE DO EXPLAIN WHY AM I BEING CHARGED TWICE FOR THE PERIOD OF JAN 7TH TO 13TH. 

The fact is that I have been charged twice for the period of Jan 7 - 13th. One credit is given to the period of Jan 7 - 13th. I understand that the $10 credit under Jan  7 - 13th should be credited to Jan 14 - Feb 13.  But this still does not explain why am I being charged twice for Jan 7th - 13th. 

Here are the charges and credit: 

1. Jan 7 - 13th: charged on the temperary number with credit 
2. Jan 7 - 13th: charged on the real number 
3. Jan 14th - Feb 14th: charged on the real number without credit 

​@Catherine244 

When activating on a temporary number, and then the same day or later, a phone number change is performed for the transfer request, both the temporary and the transferred number would show overlapped periods, however the partial period for the temporary number is credited back depending on when the transfer is completed.

In your case, the first one (the temporary phone number) shows a charge from the activation date (Jan 7 until the bill date Jan 13).

Since a phone number has been transferred over (the transfer was initiated on January 7), the charge for the new number shows also a charge for the period Jan 7 - Jan 13, however, from the  moment the transfer was completed on January 8, a credit has been applied to offset the partial charge for the temporary number, since this has been replaced by the new number.

Therefore, the partial charges remain only with the transferred number from Jan 7 to Jan 13 + the monthly charge in advance.

In the link we shared above, it states:

If you have further questions, please let us know and we will do our best to help!

​@Catherine244 I see what you are talking about.

Since the credit for the temp number is for Jan 8-13, the charge for the new number should be for Jan 8-13 to complete the partial billing period.

Let me flag a rep for you

​@Dennis Thank you for the heads up!

We have reviewed the prorated period on the temporary number and this seems to be Jan 8 - 13 due to fact that the transfer was completed on Jan 8 although it was initiated on January 7.  Since there was no usage on the temporary number, we have been able to credit the $1.67 (for January 7).

​@Catherine244 Please let us know if you require further clarification, we want to make sure this is sorted out for you.