My bill is over charged

Koodo has no direct customer service phone number. To resolve your overcharge, start with Koodo Assist at koodo.com/chat; it’s a digital rep that can answer questions or schedule a callback with a live rep if needed. If callbacks don’t work, you can try scheduling one through your Self Serve account or get help through the community. For billing issues specifically, you can also try dialing #227 from your Koodo phone to reach billing. 

Also, have you checked your detailed billing to understand why you're charged?

I am also overcharged for 2 lines and my bill nearly double jumped as I chose 30 per month plan but now the e-bill generated has 50 per month. Any idea how can this be corrected ? Did anyone have the same issue and reached out to customer care to resolve it?

​@imranobaid did you purchase a koodo internet plan or a mobile plan with data?

​@Ashreddy did you receive a confirmation email outlining the plans you chose and when you check your pdf bill in self serve, is the plan correct just not the price? The PDF bills have more information that might clear things up. You can check your PDF bills by following the steps here: https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills?srsltid=AfmBOooV0IT0OUrGyFMaNk04qsZGp72v6jXftYX65OMiId43HrxXri_w

When I took the connection at Koodo Kiosk, representative didn’t mention anything about auto payment setup credit would work with credit card but only with bank account (came to today only after bill is generated). Now that I am charged nearly 25 dollars more for 2 lines, not sure how can I request to revert back this amount since it is not my fault at all. Even I was shown agreement at the time of connection, that auto pay setup is done with my credit card. Customer care rep is telling that they cannot revert the overcharged amount even when I asked to raise a request too, they denied and asked me to go back to Kiosk and check with person who gave me the connection. This is not acceptable as it was not my fault at all and now I have to pay extra 25 dollars more. Is there anyway to send email to anyone to highlight this concept or issue.

Ah I see. No, the only way to escalate further is via a callback. If they deny granting you a bill adjustment, then you will either have to try again or that's about it. If they said no through a callback, there wouldn’t be anything a rep on here can do as the phone rep is the next step in escalation.

I am not sure why they suggested going to the store rep as they do not handle billing, so they won't be able to add any bill credits etc. 

Going forward though in case they didn't provide the information, the guidelines for autopay can be found below from Koodos website.

https://www.koodomobile.com/en/help/auto-pay-discount?srsltid=AfmBOorVlnem7XsBH-HMch79SFVCJh9aPQB7TCYSwZ-x4uDAubvZ5cKO

I have setup auto payment next day after taking the plan. Still I am over charged. Talk to virtual chat is of no use and waste of time.

This is very unprofessional from Koodo. I have left messages multiple messages on chat to call back and no one did. 

I will not mind cancelling Koodo and take another provider if this is the service Koodo is going to provide.

To schedule a callback, you need to select a time and date with the digital assistant. Would you rather schedule a callback or I can flag a rep that could come and help you out on the community. 

The auto pay should start on your first full billing month, and as mentioned, specifically for bank debit instead of credit card. 

As explaned, asking for a callback in messaging does not set up a callback. You must go to Koodo Assist and request a callback through the Koodo Assist. 

I have setup auto payment through bank debit not credit card. Please if possible can you ask the koodo rep to contact me 

I tried koodo assist now and not able to get anyone

can you elaborate? Did you receive an error? 

When using koodo assist you need to follow the prompts until the bot either makes you speak to a rep through the Koodo Expert Messaging or if it prompts you to schedule a call. Once you schedule the call, a rep will call you at the time you specify. You may not get someone right away.

When you use koodo.com/chat, try typing “schedule a callback” directly into the chat. The bot should then guide you to book a time for a Koodo rep to call you.

If that specific step doesn’t work, or if you’ve already tried it and still can’t book a callback, I can flag a rep for you to review your situation on the community.