Hello,
I am writing to get some help regarding unexpected data overage charges on my current bill.
My plan is supposed to have Shock-Free Data, meaning my data should automatically pause once I hit 100% of my monthly allowance. I have always known that I cannot use extra data unless I explicitly reply 'YES' to a warning text message or authorize it through my Self Serve account.
However, on April 12th and 13th, I was charged a total of $35.00 for data overage (as shown in the attached screenshots), even though:
1. I never received a 100% data usage warning text.
2. I never replied 'YES' to authorize any extra usage.
3. My data was not paused by the system.
Looking at the detailed usage history, multiple charges ($10, $5, $5...) were added consecutively within just a few hours overnight. It seems like the system failed to block the data at the 100% threshold.
Since this appears to be a technical error where the Shock-Free Data system did not function properly, I would like to request a representative to look into this and waive/credit these incorrect charges.
Could a Koodo rep or moderator please assist me with this issue?
Thank you.
