Stream Plus

Let me flag a rep to help you out.

Hi ​@GPhil, the only subscription service (Koodo Stream+) we’re seeing for the email address you’re signed in with has already been cancelled, with the last charge on February 9. Have you seen other charges since then? 

Hello - and thank you for your message. Nope that’s not correct. I was just charged again under this account ($11.83 which included interest) and said that I had until April 6th to pay or it would affect my credit.  If you look at my file you will see that Koodo under this account owes me $11.50 from awhile back which they said would be credited to my credit card which has not happened. The other account under **********@hotmail.ca  which I have been using is up to date and I have already paid a couple of times. I am a retired veteran and to deal with this is very frustrating. I have tried at least 6 times to resolve this matter and no one seems to want to help. 

**edited by moderator - concealing personal information

Furthermore, you have now blocked my access to Amazon Prime. Under the email address **********@hotmail.ca  I no longer have access. Once again I had hoped Koodo would get this right. Can you please staff this to someone who either can fix this or call me. As you can probably can tell this has been a terrible experience.

thanks in advance..

**edited by moderator - concealing personal information

For your info: I have also paid the $11.83, which you say I owed but I do not. So under the account ********@gmail.com you now owe me ($11.50 from before) + ($11.83) for a total of $23.33, which you can credit to the account that I have been using all along **********@hotmail.ca

thank you…. 

**edited by moderator - concealing personal information

Hi please don't post personal information in the forum. The issue sounds like the Stream+ subscription wasn't fully deactivated on Koodo's end when you switched to Public Mobile. Since Stream+ on Public Mobile is technically still managed through Koodo's backend, the two subscriptions may be getting confused in their system.

Since you've already escalated to supervisors, I recommend you wait. Koodo rep in the forum also can double check as well.

OK. I will continue to wait for a Koodo Rep

I’ve edited your post to remove personal information as this is a public forum. Regarding the $11.50 credit and the $11.83 charge, they are both concerning your mobility account, not related to Stream+. 

If you still have access to your Koodo Self Serve you can download your past bills as PDFs for all billing details, here is a guide. 

After cancellation, a final bill was issued which charged back the pre-authorized discounts as you cancelled during the course of the bill cycle, discounts only apply for a full cycle. You can find more information on this here and on your bills. 

The charge is valid, but if you would like to dispute it further you can send us a private message on social media via Facebook, Twitter/x or Instagram or speak to the Koodo Expert Messaging team via the Koodo Assist

The Stream+ account you had through Koodo was cancelled as detailed above, and the new Stream+ account with your hotmail email address looks active. Do you still have access with your gmail account to Prime Video? Have you linked and activate the Prime account since switching? 

Thank You. For whatever reason there is a disconnect here because during my last call with a *supervisor he had access to both accounts under Koodo and Public because charges dealt with the Koodo 3 month Stream Discount. The past conversation(s) have nothing to do with Mobility only Stream. My Koodo Mobility Account showed paid in full and at one point also showed a Stream Plus credit. 

I have had a Callback several times with the last one to a *supervisor who had this almost figured out until the call dropped and has yet to call me back. Also, to date Public Mobile has charged me correctly it is Koodo who has not closed my account. You were my last Hope

We definitely understand the confusion, however, the charges in question are definitely related to your Mobility Koodo account.

Stream+ is a prepaid service, there are no bills issued for it, just payment receipts. You should be able to download the bills in your online Koodo account to confirm all details. Both the original Stream+ service and the Koodo Mobility account are closed.