My phone plan price was raised despite being on 2 year contract. I previously posted on here two months ago, but my post is gone?

Here is more info:

On my February 7 bill, it said:

So I contacted Koodo, and I was told to IGNORE this message and that it would not apply to me. I had the rep put it on my file and also send me the following email as proof:

My March 7 statement came, and my price did NOT increase, so I figured I was in the clear. However, my April 7 statement was just billed and my price went up by $7.00. 

I am not happy with this and having to spend the time to fix this error. I hope someone here can assist me. Thank you.

Gillian

I can still view the post, but after a while posts get archived which is why you can’t see it any longer. I noticed that Flo mentioned to report back if it happened again, so let me flag your post :)

Hello ​@gillianc We are sorry to hear that the situation is less than ideal, to say the least. We can see that you are already in contact with our over the phone team. The team will be able to look into the situation further. 

The exact same thing happened to me. This is totally not right. I'm on a two year service agreement. They raised the price on me the same way and when I got a chat with someone on Koodo, they claimed I was on a month up month situation. I still have a tab bonus and my service agreement. They agreed that I have a tab bonus and that I did get a phone when I activated. But proceeded to just offer me plans that cost more. I should just automatically be put back on my original plan since I'm on a two year service agreement. Now they are not replying to my message. Unbelievable!! 

​@psteps this doesnt sound right.  Let me flag a rep for you.  Please make sure you are logged into the community with your self serve account.

EDIT.  Did you download your detailed pdf ebill and see the price increase note at the bottom of the last page?  Or was this a price increase due to a a credit falling off?

They acknowledge that I'm on a two year service agreement but this is their response 

Now they fixed one line, but on my other line, they are just saying that I was told of the price increase and that they are just going to clarify the bill to me. All the while acknowledging that I'm on a two year service agreement with a tab bonus. Unbelievable 

The increases on my bill so it's been put through even though I'm on a two year service agreement. They fixed it by adding $7 credits on one lined but have only tried to clarify my new bill on my other line. This is wasting alot of my time for an issue that koodo created. 

This is response from koodo even though I have a two year service agreement 

Hi there! We have sent you a private message. We’re looking forward to hearing from you to help clarify the situation. 

​@Dennis they now want to schedule a call through loyalty. If you can flag a Rep that can just fix this, it would be greatly appreciated. I really appreciate your help. Koodo has already wasted enough of my time on a situation that they created. But thank you for your help. 

​@Rox Koodo I'm on a two year service agreement. My plan needs to go back to $29 plus HST. I'm not a month to month customer. It doesn't matter if I was informed of this increase. How can my plan be increased if I'm on a contract that I activated with a phone. One of my lines has been fixed and acknowledged over chat but my other line is not being fixed and told that I need a call from loyalty. This is really not fair to me and a big waste of my time

I recommend responding to Rox’s private message.  They can help you on that end.

​@Dennis i did. As I posted in this forum with the screenshot. All Rox did was acknowledge the price increase and ask me to choose another plan. Again, I appreciate your help. 

I am sorry you are going through this too.

I spent 1 hour on the phone with a rep who kept putting me on hold and he came back finally and basically told me that the department was in panic mode because they didn’t know why this was happening. He had no way of changing my plan back, so he also just gave me $7 in credits per month, until my contract is up. He gave it after tax though, so I had to get him to add on another $0.33 pre-tax which took another 20 min, because my bill is $7 extra, pre-tax. I also insisted on an extra $10 one-time credit for all the time spent, which they gave, because this took several hours to fix this. Not very impressed to be honest, but I guess it is resolved. At this rate I do not know why I would stay with Koodo when my contract is up in November.

​@gillianc thanks for letting me know your situation. I got a $7 credit per month on one line but for thr other line, they say they don't have the authority to do anything and loyalty will give me a call later tonight. They've wasted alot of my time, just like yours. I'm definitely going to insist on reimbursement for my time wasted. That is unbelievable. The questions they are giving me and non stop trying to say let me clarify your plan and we told you about this increase and then one Rep insisting I'm on a month to month agreement but then acknowledging I have a phone tab and a service agreement. I've never had a provider raise my plan cost when I'm on a contract. Only koodo would do this.... I really highly doubt I'll stay after my contract ends. 

Hi ​@psteps, apologies for the misunderstanding, it seems like you’re logged in with a different account. Please log out then back in with the credentials for the *53 line you wanted to discuss. We’ve also edited your picture to hide the full phone number as this is a public forum. 

We’ll gladly look into it for you but we cannot access the account with authentication, thank you!

​@Koodo I'm now logged in with the ***2153 account 

Unfortunately, we’re still seeing the email address associated with the other account. Please try to log in again via an incognito/private window or with a different browser or device. 

I'm logged in now with the proper email and new credentials 

​@Koodo this is for line ****2153

Hi ​@pjosh, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!