Pre-authorized payment removed twice without authorization

I assume the banking details you're using are up to date? And they were working fine prior to this starting in August? 

What does the email say exactly?

When you login to your koodo self serve account do you see the pre-authorized payment actually removed?

Yes, absolutely — the details are up to date, since a payment was successfully debited on September 14th. I should also mention that I received an email with the subject line "You have removed pre-authorized payments," which is confusing since I never removed them.

Portal → It’s showing to setup the pre-authorized payment again.

Subject: You have removed pre-authorized payment
email body

Let me flag a rep then to look into it. 

Hi there, ​@wlomazzi ! 

I verified and in our system it shows the payment was attempted but rejected, thing that resulted in the credit card being removed automatically by the system.

Please contact the bank and have them further look into why the payments were rejected and what can be done to prevent that from happening, and then you can add your credit card back to the account. 

Thanks for checking. However, I can confirm that the payment was actually debited from my bank account on September 14, 2026 — it was not rejected. Could you please explain how that happened if your system shows the payment was rejected and the card was removed? I can send a screenshot of my bank statement showing the transaction if that helps clarify things.
 

How do you explain the payment?
 

I see that Rox mentioned credit card. Did you specifically use debit preautorized payment, or credit? 

The debit was made in my account, i’ts debit account, nor credit, and the debit was made, as you can see.
 

Let me flag  a rep to get more insight

Sorry for that! It was a bank account registered on the account. 

First time, the payment was rejected on the 15th of August and the second time on the 18th due to incorrect/invalid account or bank number. 

I do confirm that on the 11th of September a payment was completed successfully, however, I can see that on the 17th, today, the payment option was removed via Self-Serve.

Understood, thank you for the explanation. I'm setting up the pre-authorized payment again, this is now the second time I've had to reconfigure it. Given that, could you please confirm what's being done on your end to prevent it from being removed again? I'd rather not have to come back and go through this verification process a third time.

The pre-authorized payment is generally removed automatically only when there is a payment attempt that fails. If the information is correct and payments process as usual it should stay active. 

For the Sept.11 payment ​@wlomazzi did you make a manual payment of any kind for that?

I received the same message, two months in a row. This makes me upset because it says’ Please note, removal of pre-authorized payments will also remove any related pre-authorized payment discounts.”

This is frustrating.

Can you check if your debit card has expired? Do you have sufficient balance on your chequing account? If this applies to you, I would suggest you to update your details or contact your bank to see why the payments are not going through. https://www.koodomobile.com/en/help/setting-pre-authorized-payments

To prevent this from happening again, you can consider switching over your pre-authorized payments to Plaid instead. https://www.koodomobile.com/en/help/plaid-faq

My debit card is not expired and I have enough money in my account. Last month I had to pay with a credit card, which caused me to lose the discount now two months in a row. I spoke to my bank last time this happened and they have no issues on their end. I just wanna know coz this is not my fault how do I get discount back, when this keeps happening?

​@Nick Nickson When was your payment expected to be withdrawn?  When did you get the email about your auto pay being removed along with the discount?

​@wlomazzi did your message also mention losing the auto pay discount?

That’s the email I received

And when was payment expected to with withdrawn ​@Nick Nickson ?  When is your billing cycle?

Did this ever happen previously?

Due October 9, 2026

Cycle Bill Sep 15 - Oct 14

Was it working previously for at least a month? Or was this supposed to be the first month with the pre-authorized payment? It was noted for the OP that their reason was due to incorrect account number inputted. It is plausible that this was the case for you as well if it was the first month you started preauthorized payments. 

Oh that is weird that it happened right after you got your bill.

Let me flag a rep to see if there is a wider glitch

We’ve forwarded this information to our team for an investigation, we’ll reach out if we hear anything back.

In the meantime, ​@Nick Nickson you can still re-enroll for pre-authorized payments via your bank account if you’d like to benefit from the discount. As long as the pre-authorized payment is on your account before the next bill is issued, you should see the discount applied.