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Question

Wrong name on file, wrong tax being applied, monthly discount not being applied, available mobile app?

  • 6 July 2023
  • 7 replies
  • 106 views
M

Hello,

I recently signed up with Koodo and got my first bill.

 

Firstly, the name on file that the agent put in is incorrect, it shows Mattel instead of Matteo.

Secondly, the plan I signed up for was the $50 a month with the $5.25 monthly credit each month. My most recent bill does not show this credit and I’m being charged for the full $50. 

Third, I’m not sure why the tax I’m being charged isn’t the correct tax for the region I’m in.

Lastly, I was wondering if there was an available mobile app where I could check my usage, pay my bills and such for my Koodo account. I downloaded the MyTelus app and putting in my phone number and account number both return an error saying it’s invalid.

 

Thanks,
Matteo

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7 replies

Flo Koodo
Userlevel 7
Badge +4

Hi @MatteoFV 

Sorry to hear the name was incorrectly typed. Due to security reasons, billing name updates are possible only in store https://www.koodomobile.com/en/find-nearest-store

 

We have looked into the account and can confirm the discount has been added and it will start applying with the July bill for the next 24 months. The reason why it didn’t apply on the first bill is because the activation was completed very close to the first bill date.

The taxes will be based on the phone number area code. 

There isn’t a Koodo app available, however, you can add Koodo self serve page on your phone home screen for quick access: https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone

 

I hope this answers your questions :)

 

 

 

M

Hi Flo,

I live in an area with no Koodo store and had my SIM shipped to me. What can be done in this case?

I don’t understand why the tax would be applied to the area code of the phone number and not the billing address of the customer? I was told Koodo didn’t have any phone numbers for the area code I reside in “Nunavut” and that I would be given an Ottawa number instead. I was also not informed by the technician on the phone that my tax rate would be in correspondence to what phone number I have .

This is what I found on Telus’ support page.


Thanks,

D
Userlevel 7
Badge +4

Tax is indeed tied to the area code. 

 

In this case since it is an Ottawa area code, those are ordinarily situated in Ottawa and would be charged taxes based on what Ottawa customers would be charges.

If koodo does not provide Nunavut area codes, personally I would highly recommend finding a provider that does

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
M

How does this apply if I only have one device with one phone number? It says right there in your photo “If you have multiple devices with numbers from different provinces...”

I do not, I have one device and one number.

D
Userlevel 7
Badge +4

That is because I did not see a situation noted down of one phone with an area code of the different province.  This was the closest documentation of this I could find from my googling.

The next closest was a government PDF document

 

From both of these images the sales tax always follows the area code.

And like I said, If koodo does not provide Nunavut area codes, personally I would highly recommend finding a provider that does.

 

EDIT: Here are other references to this

https://www.reddit.com/r/PersonalFinanceCanada/comments/cv2x5t/for_those_who_have_an_outofprovince_phone_number/

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-I-keep-my-phone-when-move-to-another-province/td-p/726544

https://forum.virginplus.ca/t5/Member-Benefits-and-My-Account/Tax-Outside-of-Province/td-p/4235

https://forums.fido.ca/t5/Phones-and-Devices/Transfer-of-Telephone-number-from-another-province/m-p/186983

Plus an official Koodo rep above stated as much

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
M

Okay then I would like to change my phone number to an Alberta number please

D
Userlevel 7
Badge +4

At this point since you have the name change needed as well, I would request a callback from koodo assist

https://www.koodomobile.com/en/help?autobots=rollout

Since the name was a typo between an “L” and an “O” and both keys are next to each other on the keyboard hopefully they can make the change for you over the phone.  At that point you can request a change to an Alberta number.

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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