Reconnection fee

Log into Self Serve > Billing & Payments to see if the $200 payment applied correctly. If balances still show owing, when did you make the payment?

Gather all payment and account details, then contact #227 to dispute the reconnection fees and clarify the account status. 

By internet do you mean Koodo internet or your data for your phone plan? 

If you mean koodo internet, it is a seperate subscription from your phone plan. If there was insufficient funds in the account when the payment was due, then like any subscription, it gets cut off. 

If its for data, even if you paid $200 you normally have to pay the full past due balance in full. If the $200 didnt cover the amount, then you will still be cut off come the due date.

Can you check and see how much the total overdue balance was if this is the case?

It took me a while but I got the billing info from my account and I can see clearly that they received $200, on Nov. 20, and they disconnected me on the same day after they had received the money. 

Since you were disconnected twice, Let me flag to see if we have better information

OMG! This is ridiculous. It is impossible to talk to a human. #277 takes me back to the internet but now I am on my phone and the idiot hung up on me which pisses me off even though I know it was just a recording. I am going to cancel with Koodo the minute I figure out how. I paid them $800 since Aug and my son and I are the only 2 on the $50/month plan each, so $100/month and yet they think I owe them $200 more when I just sent them $200 on the due date for the exact amount they requested and they then disconnected my phone, immediately reconnected it, charged me $150, then disconnected me again, and I am still disconnected because they say I owe them $200 more. Not a chance in Hell I will be staying with these clowns. I’ve spent a week trying to figure this out and I have yet to speak with anyone. I get to the Koodo assist and it sends me on a wild goose chase and I end up on the TELUS website asking me to login. I have never missed a payment or had to deal with them in  3 years of service so I never knew how bad it was.  I have yet to speak with anyone. It is impossible. I can’t even cancel my account. JFL!

When I look at my billing on the Koodo site it says: $195, due Dec. 22. $150 of that is for the reconnection fee the second time I guess. Why would they shut off the data before the due date? 

A rep has been flagged to check over everything.  It sounds weird to me to reconnect you and disconnect you immediately after a payment is made, so I can’t really comment on that beyond what a rep should hopefully clear up. 

I do know that Koodo doesn’t disconnect you immediately when your bill is due if you don’t pay. The disconnection comes if you’re 30 days past due. So the only thing I can think of there is the payment took long enough to process that you were disconnected at the 30 days past due timeframe.

Are you saying that data specifically was disconnected? 

On Koodo Assist all you need to say is say cancel your line to schedule a callback to do that. You also have the option to port out, although you’d still have to settle the final bill and speak with a rep to find out why you got disconnected a second time so fast. 

Hi ​@Boballoo 

We are sorry to hear about this experience!

We have looked into it and we see the services were disconnected one day before.

We have also sent you a PM so we can confirm some more details and further assist, please check your community when you get the chance!

That’s not helpful at all and you are lying according to my information. I don’t really care though because I am cancelling my number. Such a ridiculous system. You screw people over so much they just give up. Good luck with that. Nothing but scammers and thieves. 

Hi ​@Boballoo 

We are sorry to hear you feel this way!

Due to privacy reasons, we cannot post the personal information here, but feel free to check and respond to our private message and we will do our best to share all the details we see on our end.