Hi @AthiR, your first bill has not been issued yet, and we’re not seeing a pending charge for this either. Where are you seeing this charge?
That’s the Customer Service Agreement, the $210 is odd as the connection fee is $70/line for in-store or agent activations. It was a single line activation, right?
We’re not currently seeing this charge on your account. Once your first bill comes out, please let us know here if you see it and we can look into it then.
Thank you for your response.
Can you please confirm in writing that this $210 charge is an error on my bill? I want to ensure this is resolved correctly, as I have no intention of paying this amount.
To clarify, yes, this was a single line activation, and I’ve double-checked my account to confirm there’s only one connection.
Looking forward to your confirmation.
We don’t know what the charge is related to as we cannot see it on the account. Once the charge is showing on the bill we will be able to look into it further and provide more details. Thank you for the patience in the meantime!
Thank you for your response.
I want to point out that the return policy is only 14 days, and I’m concerned that the bill will be generated after this period. If the bill is finalized and you decide not to address this $210 charge, I’ll be stuck without any recourse and out of pocket for a charge that shouldn’t have been there in the first place.
I’ve already spent two hours at Best Buy trying to resolve this issue, and over the last two days, I’ve been on hold with Koodo for hours without any resolution. This has been an incredibly frustrating experience.
If this isn’t resolved promptly, I’ll have no choice but to return the phone and port back to my previous carrier, which offered far better customer service. Please provide a robust and clear solution before the bill is generated to ensure I’m not left with this unresolved charge.
Thank you.
I would suggest you to follow up with the rep at the Best Buy location that activated your service. They would be able to check on their system and give you more information about the charge.
I have already followed up with the store, and they informed me that the charge is from the Koodo side. They also attempted to reach out to Koodo to understand the issue. However, the service has been so poor that we were unable to get a solution, as the phone was just handed over from one agent to another without any clear resolution.
I would appreciate any further assistance you can provide in resolving this matter.
Thank you for your understanding.
Hi @AthiR
We are unable to tell what exactly the charges is for, however let us know here once the bill is ready and we will look into it.
Your bill will be ready by the end of the next week, which will still be within the 14 days window.
