Unexpected number change charge on bill

Question

I signed up with Koodo last week and had my number ported over from rogers using self serve, but I’m getting a $50 number change charge on my first bill.

I did have some issues on the first few days when I noticed my number wasn’t changing over after porting, I deleted my eSim to try and fix this but couldn’t recover it due to recently making a password change on my account. (whole other story, login was bugged for me on wifi)

I ended up going to the closest Koodo location at a mall and the guy helped me get my esim back on the phone. He didn’t mention anything about charging me at any point, so I’m not sure where the $50 charge came from.

Oliver C · Accepted Answer

Hi there,can you share a screenshot of the charge? Make sure to remove any personal details.You should not incur charges for a number change and errors occurred during porting are covered, you should not have to pay for those. In store reps cannot put service charges on your bill so hoping to double check it is a system error. If it as you say, I can flag a rep for you.

Flo Koodo · Answer

​@jb1neThank you for sharing the screenshot!We have looked into it and we have been able to remove the charge since this was related to the transfer issue, feel free to check the updated amount due in self serve when you get the chance.

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