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Urgent Billing Correction

  • March 24, 2026
  • 4 replies
  • 62 views
C

Hello Koodo Customer Service,

My phone number is ********81. Prepare program

Previously, I was on a $35 per month plan. In January, I contacted your support to change my plan to $19 every three months starting February.

However, starting February, my account has been charged $19 every month instead of every three months as agreed.

I am currently living abroad and cannot receive phone calls. Unfortunately, your AI support is unable to resolve this issue. Therefore, I require assistance via email only. I am not able to call in, and Koodo cannot call me due to my location.

Please correct my billing so that it reflects the originally agreed $19 every three months plan starting February, and confirm via email once this has been resolved.

Thank you for your prompt assistance.

Best regards,

meiwen

Best answer by Sophia

Can you log into self serve? Koodo does not offer an option to top up every 3 months automatically. You could however remove auto top up and manually add funds to your prepaid account before the expiry date. Make absolutely sure to top up before the 90 grace days are over or you’ll lose your number for good!

    4 replies

    Georgia Koodo
    Forum|alt.badge.img+4

    Hi ​@Corey Su, we’ve edited your post to remove personal information as this is a public forum. 

    Is this concerning a prepaid or postpaid account? If this is a postpaid account, please log out of the Community and log back in, using your Self Serve account credentials. We can look into this for you but we cannot access your account without authentication.

    Sophia
    Forum|alt.badge.img+4
    • Sophia
    • Mobile Master
    • Answer
    • March 24, 2026

    Can you log into self serve? Koodo does not offer an option to top up every 3 months automatically. You could however remove auto top up and manually add funds to your prepaid account before the expiry date. Make absolutely sure to top up before the 90 grace days are over or you’ll lose your number for good!

      C
      • Corey Su
      • Author
      • Beginner
      • March 24, 2026

      Hi,

       

      I have already switched off auto top-up and set my account to manual top-ups. However, I still see that my account is on a monthly “CW Base Plan”, and I do not see any option to remove it myself.

       

      Could you please manually remove the monthly base plan from my account and confirm that I will no longer be charged monthly?

       

      I only want to keep my number active using prepaid balance with manual top-ups every 90 days.

       

      Thank you.

      D
      Forum|alt.badge.img+4
      • Dennis
      • Mobile Master
      • March 25, 2026

      You base plan is always selected (I recommend the cheapest one). 

       

      When there are not enough funds in your prepaid account to renew the baseplan the line will be suspended. At 90days (I suggest at 89 days) you need to manually top up to renew the base plan or else the line will be permanently canceled when there is no active baseplan for 90 days straight.

       

      So this is the work around to suspend your account. Pay for 30 days. The leave it u paid for 89 days. Then pay for 30 days again. 

      Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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