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My data was paused at the beginning of Oct, and I was overcharged last month for my phone plan by around $100.

My November bill is now out, and most of the overbilling has been credited, but there are still two issues that I would like fixed:

  1. I was billed a small amount for data usage when I have never come close to exceeding my data. This is an error.
  2. My Nov 1 bill shows a late payment fee applied to erroneous charges from last month. I was billed approx. $150 Oct 1 when the bill should have been approx. $55. I was instructed by a Koodo CSR to pay the lower amount rather than the overbilled amount, but the result is that I am now being charged a late payment fee on Koodo’s overbilling.

Neither of these overcharges amount to very much, but they are overcharges based on extremely sloppy and confusing accounting practices. Fix them.

It is important to pay off the entire balance first to avoid any late fees unless the rep removed the charges for you before your payment date.

Can you provide a screenshot of your bill showing the data charges?

Here’s what my Nov bill looks like. It is an absolute mess. I have a 60 GB plan and have for many months. I never changed my plan (despite all the Rate Plan Change items).  Koodo paused my data last month, overbilled me, and then applied a bunch of credits this month, but there are still lingering issues like a small data usage charge. Apparently I got billed for using around 4 GB of data despite a 60 GB plan.

Koodo knows they messed up here and have acknowledged as much. They can’t seem to figure out their own billing, to be honest.

 

Hi @jmw_3 

We have reviewed the details and we have applied a credit of $1.5 for the data overages caused by the glitch in October ($0.75 out of the $2.25 has already been applied and it’s reflected in the credits on the bill).

A credi for the late payment fees has been applied to this bill (this appears screenshot you shared above)

We apologize for the inconvenience created!

Thank you for addressing the issue. I am satisfied with the resolution.

I will say, though, these data and billing issues have been a massive inconvenience to me and do not paint a good picture of your company. Most companies would offer a free month or discount after such a debacle in order to retain a loyal customer of many years, so I am a bit disappointed here. I suppose switching providers is my only recourse.

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