What do I do, my sim has yet to come in the mail and I have already been charged for a month of use… I don’t think this is right, but the online chat won’t allow me to speak to someone directly. I would call, but I am hard of hearing, making it hard to speak over call.
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When did you order your plan online?
Koodo starts billing once your sim is shipped out
It shipped on March 7th, and has yet to arrive… I don’t think it’s right to be charged when it hasn’t even come yet…
I dont think so either, but it is Koodo’s practice as noted on their website
Which is fine, if they charged for a partial bill… But I don’t know how to find out where the sim is.
If you ordered a sim only plan (no phone purchase), then the sim would be mailed out via canada post. Have you checked your mailbox lately?
Also, when you look at your initial bill, did the billing start on March 7 or a later date?
Before I believe, they charged for a full month… And we checked today and it wasn’t there.
Before I believe, they charged for a full month… And we checked today and it wasn’t there.
Are you able to login to self serve? Under bills are you able to download your detailed pdf ebill?
I have it, yes.
I have it, yes.
Does it say what date the partial billing started?
March 6 - 11
but then it also has the plan charges for march 12- April included as well…
Ok so the March 7 shipping time makes sense. The delivery standard for regulars mail with Canada post is 4 business days (thought Canada Post does not guarantee those times due to volume, weather, or breakdowns).
At this point, I would wait until Monday to see if the sim arrives.
If it does not arrive, you can request Koodo mail out another sim (which will disable the first sim and activate the sim they are re-sending). So if you receive the 1st sim while waiting for the 2nd sim, that 1st sim wont be active,
Or if you are near a koodo store you can purchase a blank Koodo postpaid sim and then complete a sim swap in self serve.
Ok, hopefully it is in by Monday. I am actually out of country and ordered it so far in advance as I am coming back to Canada after a year away. My husband will be overseas, and wanted to be sure to have a way to contact him when I reached Canada.
If I have to request another sim, would Koodo refund at least partial charges?
I assume your husband is at the address to see that the sim has not arrived yet?
A refund would be at Koodo’s discretion, but I think it is well within reason to request a partial refund since you have not received the sim. If they give you trouble with that, we can flag it to our koodo contact.
How do I request a partial refund? Is there a certain place I need to do so?
No, we are both overseas - my family is checking the mail. That’s why I ensured to order in advance, because I want to be able to contact my husband when reaching and even to call. Super frustrating.
I would wait until you are in canada and you have a working koodo sim prior to requesting the partial refund since you dont know how much of a refund that will be as of yet.
If you are logged into the community with your self serve account, we can flag a rep for you here on the community
I am logged in with my self serve account… Thanks
I am logged in with my self serve account… Thanks
I flagged a rep to help you out.
‘Update, went to check if the sim came… still has not, when will a rep message?
Userlevel 7
+4
‘Update, went to check if the sim came… still has not, when will a rep message?
Are you back in Canada now?
Let me flag a rep again
Userlevel 7
+4
Hi
If you returned back to Canada, we’d recommend emailing our webstore team koodo.webstore@koodomobile.com so they can ship a sim card replacement.
Alternatively, if you wish to visit a store nearby to get a sim card replacement, you can then proceed with the sim swap https://koo.do/InfoSIM and let us know here once done, so we can check the bill.
Thank you,
But I would also like a refund or a partial credit… As I don’t think it’s right for me to have had to pay the full amount when the sim never reached me…
Userlevel 7
+4
We'll definitely check that, however, we’d need to know once the sim card is activated, so we can adjust the bill based on that.
Just touching base, I just paid for a sim through the local shop for 17.25. It is being activated currently, just waiting for it to work.
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