Hi, I need to schedule a callback but Koodo assistant chat doesn't allow me because I've unsubscribed my phone plan and my number is no longer registered in my account. I have positive balance in my account due to previous overpayment, and I'd like to get it back. However, I can't reach customer service because of the chat bot.
How can I reach out to Koodo customer service team?
Best answer by Oliver C
Ah I see. When you log in to Self Serve, do you see the credit there still? It will show as a negative balance. You’ll still have access for 90 days after cancellation and you can confirm or update your address there in case it’s outdated. Changing your address | Koodo Mobile
I wouldn’t be surprised if it hasn’t been sent yet as they take quite a while, the credit still being there can confirm that as that would mean it probably has not been processed yet.
Note that you don’t have to be a Koodo customer to schedule a callback. Alternatively, you can select the “not a customer prompt” and follow the chat bot to schedule a call going forward.
Hi there,
To confirm, did you mean that the account is closed as you have left koodo and you had a credit remaining on the account?
If it is cancelled and you had a credit due to overpayment, refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation.
The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you. If it was below $5, then you will not receive a refund.
https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo
Thank you for your reply Oliver!
Yes that's exactly what's happening. The problem is thalt I closed my account in Jan and I didn't hear anything from them since then except the email informing that there is a remaining credit in my account. I assume a cheque has been sent automatically but I can't pick it up because I don't live the address in my file anymore.
Ah I see. When you log in to Self Serve, do you see the credit there still? It will show as a negative balance. You’ll still have access for 90 days after cancellation and you can confirm or update your address there in case it’s outdated. Changing your address | Koodo Mobile
I wouldn’t be surprised if it hasn’t been sent yet as they take quite a while, the credit still being there can confirm that as that would mean it probably has not been processed yet.
Note that you don’t have to be a Koodo customer to schedule a callback. Alternatively, you can select the “not a customer prompt” and follow the chat bot to schedule a call going forward.
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