Hi there!
8 days ago my bank made a payment for me to top up my account. This payment never showed up in my Self Serve Account and I had to pay a second time at a Koodo Shop. My bank told me that they can’t reverse the payment, because the payment status is “paid”. I want either a refund or 28CAD that show up in my balance. What should I do now?
Thank you very much for your advice!
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Do you have a postpaid or a prepaid account?
What was the name of the payee that you made the payment to?
Did you confirm that you entered the right account number?
Hi Allan,
I have a prepaid account. The name of the payee my bank entered is “KOODO (FORMERLY PC MOBILE)” and I checked my account number again - it’s correct.
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Are you a former PC Mobile customer that was a part of the Koodo buyout and haven’t migrated to a Koodo account yet?
If not, then that’s the wrong payee. You want to use the one that says “Koodo” or “Koodo Mobile” as shown here: https://www.koodomobile.com/en/help/how-pay-your-bill
No, I’m not a former PC Mobile customer. Is there any chance I can get my money back? In the end it was a bank employee who made the payment and not me...
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This would require a rep to look into your account and review the payment. Let me flag a rep here
Thank you, but what does “flagging a rep” actually mean?😅
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Hi
We have limited access to prepaid accounts here, we recommend scheduling a call back with our prepaid team: https://www.koodomobile.com/prepaidchat, and they will be able to further investigate.
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