Hi @Farshadrz 

We have reviewed the account and we see there was a plan increase announced on the August bill. The notification was posted on the last page of your PDF bill.

For the plan, we recommend checking in self serve if there are better options available for you. Some plans are eligible for autopay discount.

The previous change in May was because the recurring credit expired.

A refund for the 3G price increase has been posted on your recent bill.

We have sent you a PM with more details.

I was being charged $39 per month (before taxes) for 10GB.  This month my plan went up by $5 per month.  Why wasn’t I notified?

If you login to your self serve and download your previous detailed PDF ebill prior to the price increase you will see the notification on the last page in the fine print.

Same thing happened to me.  Silly me, I didn’t read to page SIX of my latest bill to see notification of the $5.00/month increase to my $45/month 50G plan. Now it is $5.00 more and I had no idea this was going to happen. As usual Canadian cell phone users pay higher fees than everyone else.

Also VERY annoying is the fact that because of the higher fee I wanted to go to plan with LESS GB/month at a lower price since I don’t use anywhere near 50GB.  NOTHING is available. Only plans with more GB for more $$.

However, if I’m not signed in Koodo offers a plan with 10GB/month for $34 with autopay/$39 without. This is only for new customers. Longtime customers need not apply.

Why are there NO cheap options anymore? I’m ready to move to another provider.

Yes it says in the details that it is for new customers only.

If you do want to switch providers I highly recommend waiting until Black Friday which is not that far off.

I know, but it is irritating that existing customers can’t change to a smaller GB plan if they realize that they aren’t using anywhere near the GB they get monthly.  I’ll see what happens on Black Friday. I need a new phone soon anyway.

I looked at my previous 2 bills and do not see any notification that my rate would increase. 
what is the exact line state? Because then maybe I can spot it. To me the increased bill and the 2 previous all show the same fine print. 
 

edit: printing it out helped me see the line split between 2 pages.

I would like to know why it was increased though. All it says is: 

“Starting on your next bill, your monthly rate plan fee will increase by $5. If you recently changed or upgraded your plan, pease disregard this message."
So why the increase?

Glad you found the line in the fine print  @EricMJ 

I know we all want to know why the plan increase, but just like home internet or cable bills, there is no good reason that will satisfy customers.  The canned response is the higher costs to maintain the network.  

Koodo is asking its current customers to pay a higher rate for the same plan, rather than applying this to new customers, which suggests a lack of value for existing customers. I had two lines on my account—I've already switched one to another provider and will be moving the other one soon, as I'm able to get five times more data at the same rate with 5G instead of 4G.

When I asked Koodo when the increase was announced, I was informed it was included in the August bill.

I had previously downloaded my August bill, which was 12 pages at that time, and there was no indication of any price increase. However, I recently noticed that the bill had been changed to 10 pages, with the price increase notice appearing only after this adjustment. I was not informed about this increase in a timely manner, and I currently have both versions of the bill downloaded.

Additionally, according to the Service Terms Koodo provided, it states that any notice of change should include "the new or amended clause and the former version of the clause, the effective date of the change, as well as your rights if you do not agree with the change." However, even after the change, the notice still does not outline our rights should we disagree with the price increase.

Furthermore, the reason for the increase is unclear and not explained. If it is due to increased service or technical costs, it should be for all customers. Why has it not been applied to new Koodo customers and only to existing customers?

It should look like something like this which states that “if you do not agree with this change, you may cancel your service...” which is what your rights are.

The only note I received stated, “Starting on your next bill, your monthly rate plan fee will increase by $5. If you recently changed or upgraded your plan, please disregard this message.”

Even this notice appeared only in the new issued pdf bill and it was not included in the bill which was issued initially.

Would you like me to flag a rep if you wish to further discuss the discrpencies between both versions of the bill for the same billing cycle? This seems beyond the scope of us to assist at this point if that’s the case.