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Past due payment ?


Okay so i’ve been having this problem with Koodo for months now and it’s really irritating cause i can only get limited help from them online and abroad. I left Canada a few months ago and before my travel date i went to one of their branches, made sure i had payed all my bills and set pre-authorized payments for future bills, and i can see koodo’s bills being payed automatically every month ! . Now a while after i left the country, I started getting emails from koodo saying i have past due payment ? And i couldn’t understand where from. It’s been 3 months now and they’re still sending me emails saying i have a past due amount of 156 CAD, when i go to self serve and check my account history I can’t find where to pay this and it’s still not making any sense to me ??!!!!! Cuz i thought i payed everything already ! 

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Best answer by Chris Koodo 11 May 2022, 13:36

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Userlevel 7
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I assumed you were a postpaid customer. Did you cancel the service before leaving Canada? As of now, can you access your Koodo selfserve?

Hi, i am not a post paid customer, i live in Canada and i just had a long vacation so i put my phone number on seasonal hold and went back to my home country. It’s been a little above 3 months now. And yes i can access self serve but i cannot find this past due bill Koodo keeps sending me emails about ?? 

Because of the seasonal hold my monthly bill now is $6.95 and i can see through my bank’s history that this amount is automatically withdrawn by Koodo every month . Since i have pre-authorized payments set up 

Userlevel 7
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Are you sure you are not a postpaid customer, as only postpaid customer can put the phone number on a seasonal hold plan.

Could you download/check the bill? IF you are a postpaid customer, check the billing area and download PDF bill please.

Sorry, I’m not sure if i’m a post paid customer or not . 
yes i can access my Koodo self serve just fine and i was able to download all my bills. Am i supposed to find where my past due payment came from here ? 

I was able to download all the bills starting from the first month i got the Koodo phone number 

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I was able to download all the bills starting from the first month i got the Koodo phone number 

If you were able to download the bill, you are a postpaid/monthly customer. Prepaid customer didn’t have a separate monthly bills to download.

Could you click on the billing area, and download the PDF bill? check the page 3 of the PDF bill. That page should have the summary of what happened with the payment and fee related to your account.

 

I went all the way back to my first emails with Koodo, and i didn’t realize but i was registered for pre-authorized payments ever since i opened this phone number … so ? I really need an explanation  

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I went all the way back to my first emails with Koodo, and i didn’t realize but i was registered for pre-authorized payments ever since i opened this phone number … so ? I really need an explanation  

Well, the preauthorized payment was setup by customer. Koodo must receive their consent before doing so. When you signed up for the service, did you ask them to do that?

I didn’t do it myself , I did it with an employee in one of their branches. They helped me set it up 

The email i received  from them says “ you signed up for pre-authorized payments. Your monthly bill will be automatically charged “

How can I check my account history starting from the very beginning ? I was only able to view the past three months on the website 

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How can I check my account history starting from the very beginning ? I was only able to view the past three months on the website 

You should be able to download bills up to 18months from today. You can click on the option from 3 months to “show all”.

I didn’t do it myself , I did it with an employee in one of their branches. They helped me set it up 

So you gave your banking information to them and they helped you with your consent? That seems to be proper setup .

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The seasonal hold is $15

https://www.koodomobile.com/help/keeping-your-account-open-when-travelling

 

How long did you have your account prior to placing it on seasonal hold? 

Was everything working prior?

And yes i can access self serve but i cannot find this past due bill Koodo keeps sending me emails about ?? 

If you download your latest pdf ebill on self serve and it doesn't show anything past due and your previous payment made then you are not past due. 

If you login to self serve and on the bill in page you are not seeing an outstanding amount owing then you are not past due. 

If this is the case, are you sure the email from koodo is legitimate? 

Does your koodo pdf ebill payment match your transaction in your credit card / bank account? 

Because of the seasonal hold my monthly bill now is $6.95 and i can see through my bank’s history that this amount is automatically withdrawn by Koodo every month . Since i have pre-authorized payments set up 

This $6.95 worries me as it is not the seasonal hold amount. 

 

 

Userlevel 7
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@Nay981354 - I Figured it out! Something must have happened during the activation at the store back in December. 

For some reason, there were 2 accounts opened with numbers that were 1 digit off.  The line you’re talking about above is on Seasonal Hold and does have pre-authorized payments set up. So you have nothing to worry about with that account. 

The 2nd account, I am assuming was activated by accident, was recently cancelled for non-payment which explains the emails you were receiving. 

Since it’s clear that the account was activated in error, I went ahead and applied a credit for the full amount and will be sending out an amendment to the bureau.

Omg thank you. I would appreciate it. Does that mean that i’m good to go ? 

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Yup! You’re good to go for the remainder of your trip. Once you return, you just need to log into Self Serve and change your plan back to something in market :)

Thank you Chris, I appreciate you’re help. I was wondering if I could take off the seasonal hold and then return back cause i want to receive messages on my koodo phone number. Or does the seasonal hold allow for messages to be sent to my phone number? I saw the option to change my plan to a 55 dollar - 65 dollar plan in the website, but i’m not sure I want to pay that sort of money as i just wanna be receiving messages on my phone number.

I hope this is clear.

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