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Help Getting Phone Bill Straightened Out


Userlevel 1
I purchased new phone in Dec and was told I had to pay tab for three months before it could be paid in full which I did on Apr.3 269.70 Plus my regular bill of 78.69. My May bill should be back to normal of 55.49 but instead they took another 78.69 out of the Tab payment.  All I should owe this month is regular bill of 55.49. Called and got a robot that said I would be charged $10 for any changes to my account.  Can someone please help me?

44 replies

Userlevel 7
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Have you downloaded your detailed PDF e.bill?

Does it show a tab charge  even though the tab balance is zero?
Userlevel 7
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@Lynda, you have a credit on your account. You owe us nothing this month. Anytime you see a negative in front of the amount it means you have that as a credit. Hope this explains. 
Userlevel 1
I know I have a negative and what it means but the money was supposed to pay off Tab at end of last month and instead of doing that they applied it to my bill for May and not only that but charged me as if I still owed Tab. Can you talk to someone and get it straightened out for me.  All I should owe is my regular bill of 55.4 plus tax for May and be clear with Koodo until next bill in June.  I really appreciate you getting back to me.  Thanks
Userlevel 7
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Lynda wrote:

I know I have a negative and what it means but the money was supposed to pay off Tab at end of la...

Hi Lynda, how did you pay off your tab?  Did you click the "Pay tab" button on self serve?

When you look at your last detailed pdf e.bill, did your tab amount actually get charged to your invoice?
Userlevel 1
Lynda wrote:

I know I have a negative and what it means but the money was supposed to pay off Tab at end of la...

I'm sure that is what I did and it doesn't appear that they applied it to my tab.  They deducted my May bill from it.
Userlevel 7
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Lynda wrote:

I know I have a negative and what it means but the money was supposed to pay off Tab at end of la...

The tab amount could have be charged to the next invoice if you clicked "Pay tab" too late in the billing cycle. 

Are you looking at the downloaded detailed pdf e.bill?
Userlevel 1
That should be $55.49 plus tax for May.

Userlevel 1
Yes it shows a Tab charge of but the tab I paid was 296.70 plus I paid my regular bill of 78.69 in April which would have left me with just my original bill of 55.43 plus tax=63.74 for this month.
Userlevel 1
Tab charge of 245.00
Userlevel 7
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Lynda wrote:

Tab charge of 245.00

In self Serve, Does it show a tab of zero right now?
Userlevel 1
Lynda wrote:

Tab charge of 245.00

In Koodo Tab it says Tab Balance -245.00
Userlevel 7
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Lynda wrote:

Tab charge of 245.00

Ok then the tab has not been charged to you.  If you want to pay off yoru tab, please try to click "Pay tab" again.  It might not have worked last time if you you closed the browser too fast or navigated away from the page too quickly if self serve was still loading.  Or it might have just glitched and the pay tab action wasnt received on Koodo's end
Userlevel 7
Badge +4
Lynda wrote:

Tab charge of 245.00

Lynda, What is your bill date?  It might not update your billing/Tab information yet...?
Userlevel 1
Lynda wrote:

Tab charge of 245.00

I'm getting more confused by the minute.  Not sure how much I actually owe anymore but I shouldn't owe anything as I paid my regular phone bill along with the 296.70 last month.  My new bill is just in the mail today and really not due until a couple of weeks.  Is there anyway you can reach someone for me. 
Userlevel 1
Lynda wrote:

Tab charge of 245.00

I think they just actually took the May bill out of it now.

Userlevel 1
Lynda wrote:

Tab charge of 245.00

My bill payment date..when it has to be paid by...is May 26
Userlevel 7
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Lynda wrote:

Tab charge of 245.00

Yes they sounds like they only took the may bill out because the request to pay your tab amount in full was not received.

Userlevel 1
I'm looking at pdf bill and it says -218.01
Userlevel 7
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Lynda wrote:

I'm looking at pdf bill and it says -218.01

Thats a credit of $218.01 because your tab was not invoiced to you, but you still paid for the amount.

Looks like you paid the amount by adding your invoiced amount plus your tab amount.  If the tab was invoiced to you, it would have the full amount owing in the detailed pdf e.bill invoice total
Userlevel 7
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Lynda,

Are you able to log into self serve and go to your tab and click "Pay tab"?

Also, have you ever downloaded your detailed PDF e.bill from self serve?

You havent directly responded to my queries about this in the past and I am wondering if you are able to do this? Or if you have done this in the past?
Userlevel 1
They are still charging me the extra money for tab when I actually paid it off a month ago.

Userlevel 7
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Lynda wrote:

They are still charging me the extra money for tab when I actually paid it off a month ago.

Hi Lynda, Please refer to my questions just above
Userlevel 1
I'm in self serve I think.  I have my bill open here but if I click on pay tab I'm not giving them anymore money.  Oh for the day of a good old telephone call.... 😞
Userlevel 7
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Lynda wrote:

I'm in self serve I think.  I have my bill open here but if I click on pay tab I'm not givin...

Hi Lynda,

Sorry for the frustration.  But I'm sure I know what happened.

If you did not click "pay tab" in the past, then Koodo doesnt know that you want to pay off your tab.  So when you paid that amount, you ended up overpaying your invoice and that is why you have a credit.  Dont worry, no money is lost.

If you click pay tab now, it should signal to Koodo that you want your tab paid.  They will then move the tab amount to your invoice.  At this point your over payment from last time will be applied and what remains on your invoice is what you will have to pay.

Make sure you only pay, what is stated in your invoice.  Please Do not guess and pay an amount you think the invoice should be.

I hope this clears things up
Userlevel 1
Dennis:  I'm in to Pay tab now.  I haven't ever downloaded a bill to print but I always look at my bill on line and pay by online banking.  Does that answer your question?  Sorry for the confusion.

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