Hi there ​@James8luc8 

Unfortunately we have limited access to some actions here over the community. We can see that you spoke with one of our agents over the phone, they can assist you in regards to the situation. 

They are from the same company but using different systems. So technically they are 2 different carriers. 

I assumed you have checked the bill to see the detail of the breakdown of the fee? Is it because of the phone that you had with Koodo or something else?

Sounds like your tab and/or tab bonus that needs to be repaid when you depart Koodo

https://www.koodomobile.com/en/help/Tab-bonus?srsltid=AfmBOor3_jcJPW26McDf6xMbiKJc2y8kWJgz0blp3dLpCUq2Oob6G-7d

I researched online and asked that the tab balance or credit is transferred over to Telus - I did try to speak to someone they were nice but left me on hold for over 30min and Koodo offered the next call back @ 12pm on Saturday - I have reached out on Facebook messenger and will try to call Telus again - but I want to make it clear I will not pay this  - as the website and agent I spoke to said it’s transfer over because they are the same company - maybe they will read this and call me today ? 

Hi there,

So that is known as a "tab carry over" which can be done from Koodo to Telus if you're switching from a consumer Koodo account to a Telus consumer account (not EPP or business).

This is to give Koodo customers an incentive to switch to Telus without paying off their device as it just carries over the tab balance to Telus, however, if it was done incorrectly then you would be charged the tab and tab bonus balance without being credited the amount, which it seems you have.

It rarely happens but it does. If you talk to a rep over the phone they should be able to get it cleared up, or at the least open a support ticket and their support teams will be able to correct the mistake. As Darius said though this will be a task for someone over the phone, specifically the Koodo side. I hope this extra info helps 

https://www.telus.com/en/support/article/carrying-your-tab-from-koodo-to-telus

Ya I’ve been speaking to to Telus and Koodo - apparently they need me to get a new Telus sim - then port my number back to Koodo - then do the process again  to bring it back to Telus - she seemed really nice - but you would think they could credit the money on Koodo then on Telus add the balance through some back office team - Im going to go to the store tommorrow and see what they can do

Pickup up the SIM card - they called and moved it back to Koodo then to Telus - took about 1hour everything is resolved