Unexpected Plan Increase without Notice

Did the plan price increase or did a credit fall off when you compare your detailed pdf ebills?

There was no other credit or discount. The actual price plan name changed from $50 to $55.

Let me flag a rep for you.  I think I noticed the same thing on my detailed pdf ebill

Hey, similar thing happened on my account: my 60GB UL Can Min SFD (4G Speed) plan went from $35 to $47 (+$12), and the Pre‑Authorized Payments Discount changed from $5 to $10 (‑$5).

When I try to change my plan, it says I can only make one change per billing cycle. I checked my spam and deleted items, but didn’t see anything. It looks like something changed without prior notice.

Have you got a chance to check the last page/first page of your previous 2 PDF bills? There might be an increase notice somewhere there. As well, if possible, can you post a snapshot of the details of 2 plans in the PDF bill (previous and new one) here? Hide all personal information before posting, please.

​@justgomi 

We have looked into it and we can see there is a notice for the increase on the PDF bill, page 8 (March bill)

​@JP3G We have also reviewed your account, and we can see the price increase notice was posted on your February bill (page 4)

​@Flo Koodo Thank you for highlighting this - I thought I had scanned every part of the document. Seems a bit sneaky to slip it into the fine print, but I recognize this is how things are done. I appreciate your help in resolving my query.

Same thing happened to me. 

I had no luck with the virtual assistant or using messenger to resolve the issue. 

​@Maddie68 Have you checked the same area of the PDF bill of your previous month, similar to what the Koodo rep has highlighted above?

I too just had an unexpected increase in my monthly bill. I was not aware of any advance notice, though perhaps something was hidden in the fine print of a previous bill. This sneaky  and ethically questionable behaviour by Koodo/Telus has left me with a negative impression of the company.

Yes, I checked and got absolutely nowhere with Customer Service. 

I made arrangements today to switch to Roger's.  

Loyalty means nothing anymore.  

Hi ​@Maddie68 

just to double check, you were unable to get in touch with a rep regarding the price increase?

We can confirm there was a notice on the February bill regarding the increase.

Have you had the chance to check the available plans in self serve ?

Yes, I did see that and did hear back from a rep via messenger eventually. 

To be honest,  I never really looked at it until seeing this in the support group. 

I did look around alternatives with Koodo but I.was limited to what I could do for another month. 

For the same price as your increase, I got a new phone and a better mobile plan from Roger's because I already am with Roger's for my home internet and I am a CAA member. 

Nothing takes effect for another 4 days so Koodo has some time to win me back!

Hello ​@Maddie68 As we require more details in regards to the situation, we have sent you a private message. Feel free to respond whenever you have the time.  

I can not change to diffrent plan after increase 

Once on page 4 of a PDF bill back in February, thanks.. impressive way to inspire customer loyalty.

 

Thanks for finding this.  I just wasted all morning trying to use the Koodo Assist agent to speak with a rep, but that thing is helpless.  It’s a bit annoying that they can spam us with text messages about their home internet and “specials” to add extra lines, but have to hide important details about an increase in the fine print…  The customer service really sucks.

I also cannot change my plan at this time and need to wait another month, meaning I’m going to be stuck paying another month at this new prince without being able to change.

What errar message do you get?

What is your billing cycle?

Do you see a better plans through the self serve?

Do you see better plan on your self serve account?

You can set up a call back and talk to a rep. Tell them that your plan price was increased, and now you want to change your plan. Also tell them don't charge you a fee to change the plan because you are not able to do it. 

I cannot view the plans yet, not until the end of the month.

I tried setting up a call, but the Koodo Assist never lets me do so.  At one point, I can redirect to a website that never loads because it’s not secure, if I continue anyway, it says there are no calls being planned (something of the sorts).  Calling Koodo only redirects the the Assist tool.

I will answer for Rishikant.
The error given simply is that we must wait until the end of the billing period.  I guess the price increase affected the account and makes it think we actually changed plans.

Because of this, it is not possible to view other plans.

 

 

The error given simply is that we must wait until the end of the billing period.  

Because of this, it is not possible to view other plans.

 

They only allowed you to change your plan through self serve once per billing cycle. Yes. But can you see any available plans?

When I log into my self serve, I can click " change my plan" and I can see available plans 

 

 

The error given simply is that we must wait until the end of the billing period.  

Because of this, it is not possible to view other plans.

 

They only allowed you to change your plan through self serve once per billing cycle. Yes. But can you see any available plans?

When I log into my self serve, I can click " change my plan" and I can see available plans 

 

No, I cannot.