Wasn't emailed phone bill

Question

Hello, I got my new bill via email a few days ago. And now I’m having the opportunity to look through it, and I see I have an overdue balance and a late fee! I go back in my emails, and I find I wasn’t sent an email with my bill for last cycle. I’m newer to Koodo (March of this year), and I’ve gotten my email reminder every single time except this once. I know it’s my responsibility to pay for services, and I gladly do so, but I use the emails as my reminder to do so! I acknowledge that setting up pre-authorization would fix this, but I do not like doing that for any services.

Has anyone else experienced this? They were able to send me a promotional email in last billing cycle, but didn’t bother with my bill.

Dinh · Answer

Have you checked your spam/junk folder for koodoservice@mail.koodomobile.com? That's the address the bill ready alerts come from, and they do end up in there sometimes even when the marketing emails get through fine.

Either way your bills are always sitting in Self Serve, 18 months of history, so that's the more reliable place to check each cycle instead of waiting on the alert. https://www.koodomobile.com/en/help/go-paperless-e-bill

For the late fee, submit it through Ask us to review a charge in Self Serve and they will get back to you by text or email. https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill

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