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Help! Data is off and getting charged more than I should


I keep getting charged 10.00 for 33 mb over 1 gig even though my plan says 5 dollars for 250mb over. This has happened every bill since I switched to Iphone. Also, My phone data says 740 and somehow I am magically charged for just over 1000 mb!

19 replies

Userlevel 7
Badge +4
The phone data counter isn't always an accurate representation of your data usage. Please refer to the data counter in your Self Serve instead.

I will see if anyone can look into your account regarding your overage charges.
Userlevel 7
Badge +4
What data counter app are you using?

If it is the built-in iPhone data counter, did you reset your data usage back to zero at the end/start of your billing cycle?  Are you sure you have your billing cycle date correct (it is different from the bill due date)
I am using the Iphone data counter, and it resets back to 0 at the start of my billing cycle. I absolutely have the cycle correct, I have double checked this. It seems like they think I have 500mb and not 1g but in my profile it is 1g and they charge me 10.00 for being over. Trying to get in touch with customer service is a night mare.
Userlevel 7
Badge +4
Jill Tulk wrote:

I am using the Iphone data counter, and it resets back to 0 at the start of my billing cycle. I a...

The iphone data counter does not automatically reset.  You have to manually reset it right?

What plan do you have?
Jill Tulk wrote:

I am using the Iphone data counter, and it resets back to 0 at the start of my billing cycle. I a...

45 dollars for 1 g and 200 minutes. 
I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave data, and never any alerts are sent. 
Userlevel 7
Badge +4
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

Go to your self serve and check your data notifications.  When you change to shockfree data your old settings are not reset to shockfree notifications.
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

I changed to shockwave with this upgrade to the phone. I do know you have to manually change the data every month. 
Userlevel 7
Badge +4
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

Must have been a promo plan since I dont see it online anymore.  Well if you plan says 1GB in writing and it is showing 500MB on self serve, you have a good case.  The key is that you have this in writing or it says 1GB on your self serve
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

It was a promo plan and it does say 1g on Self Serve
Userlevel 7
Badge +4
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

And your pdf ebill is saying that you are being charged overage once you are going over 500MB?

If so you need to call Koodo to resolve this issue.
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

No, what is happening is I am being charged 10.00 every bill for only being over 33 mb, when my plan says 5.00 for 250 mb, so I think somewhere they may think my plan is 500mb or there is an error somewhere..The issue is trying to reach someone at koodo
Userlevel 7
Badge +4
Jill Tulk wrote:

I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave da...

Press 0 to speak to a person.  There should be a call back function in there too
Userlevel 7
Badge +4
@ Jill We looked at your account and indeed something was buggered up. We are fixing the issue and rest assured a credit will also be given on your next bill. Thanks for letting us know!
Bernard wrote:

@ Jill We looked at your account and indeed something was buggered up. We are fixing the issue an...

I received a 10.00 credit,(Thank You)  but I have been charged 10.00 for data overage for 3 bills in a row..
Userlevel 4
Bernard wrote:

@ Jill We looked at your account and indeed something was buggered up. We are fixing the issue an...

You're right, my mistake. I applied the rest of the credit.
Bernard wrote:

@ Jill We looked at your account and indeed something was buggered up. We are fixing the issue an...

Thank You, can you advise what the issue was? Was it showing I only had 500mb when I have 1g? Or was the error charging me more for my overage? 
Hello, Can  you explain if you are charging me as if I only have 500 mb when I have 1 gig?
Userlevel 7
Badge +4
As Bernard said, I think it is only a bug in the system!

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