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Question

What The Heck on Billing/Suspension of Service With Autopay Enabled & Credit Balance?

  • April 17, 2023
  • 3 replies
  • 159 views
A

Just logged into my account, has a balance of $21.50 and autopay has been enabled for a million years, credit card not expired, and see my account is suspended for non-payment. How does this happened when I have a credit balance that covers the monthly renewal amount and I have autopay enabled? Apparently, I have until July 15 to pay up or my account will be shut down. Koodo - please explain this one!

    This topic has been closed for replies.

    3 replies

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    • rikkster
    • April 17, 2023

    Unfortunately, we cannot see customer account information/activity from the community.

    Have you had a recent change of address?

    Referring to Koodo’s help page on paying your bill; the information associated with your credit card must match the information that we've registered under your account. Let us know if you would like us to flag a rep to look into this matter.

    A
    • AlexTh
    • Author
    • Ambassador
    • April 17, 2023

    I was able to get a callback on my US landline even though callbacks are not supposed to be possible to international numbers. The rep was apologetic, didn’t know why my account was suspended, said it was an error on their part. Problem is now solved. As I said in my post, everything stayed the same on my credit card, even had a credit balance that easily covers the monthly debit. It just came down to Koodo’s system making an error.

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    R
    • rikkster
    • April 17, 2023

    I was able to get a callback on my US landline even though callbacks are not supposed to be possible to international numbers. The rep was apologetic, didn’t know why my account was suspended, said it was an error on their part. Problem is now solved. As I said in my post, everything stayed the same on my credit card, even had a credit balance that easily covers the monthly debit. It just came down to Koodo’s system making an error.

    Appreciate the update, thank you.

    A
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