Koodo Community

Community

Solved

Overcharged after account was closed


On July 6 last year i closed my account, paid $75- and asked for a closing bill of any funds that were left over (about 30 dollars). I never got a closing statement  from koodo; instead they went on to charge me another $157 for 2 1/2 months AFTER my account had been closed! (July 7 thru Sept 16 2106). I returned to Canada to discover that koodo had then sent that (latter) amount to Collections. Surely this is illegal? How do i redress this with koodo? 

28 replies

Userlevel 7
Badge +4
Hello David.

I'm sure if we could see the bill with the important information hidden we could help you out.
"October 16, 2016 DAVID J. JONAS Account number: XXXXXXXX.
Previous charges and payments
Amount due on your last bill (Sep 16) Payment received
$233.30 $0.00
Manage your account with Self Serve, it’s quick and easy! Visit koodomobile.com/support and click on SelfServe.
PAGE 2 of 4
Balance forward from your last bill ........................................ $233.30"
as you can see i have been charged from when i closed the Account -- july 6 --- up until Sept 16. These charges were $71 per month, plus the period July 7- July 15. Total amount over-charged = $157-. I never received a closing statement from Koodo even though i called to close my account and had the phone shut-down on July 6.
Userlevel 7
Badge +4
David Jonas wrote:

"October 16, 2016 DAVID J. JONAS Account number: XXXXXXXX.
Previous charges and payments
Amount...

Please send Koodo a private message via Facebook or Twitter. They'll be able to discuss account-related info directly with you. An employee will see this soon enough, but it'll be faster if you reach out there.

We don't have access to that information here.
There were also about $50 of over-charges back in May when Koodo charged me 50c per minute for my calls to koodo to sort out why i was over-charged when i visited Europe.....Surely we don't pay for calls to koodo to address koodo's errors? I addressed this to koodo but never got a response (or closing Statement).
Userlevel 7
Badge +4
David Jonas wrote:

There were also about $50 of over-charges back in May when Koodo charged me 50c per minute for my...

Calls to customer service are free when you call 611 from your Koodo line. If you call the toll-free number instead, regular airtime usage applies.
David Jonas wrote:

There were also about $50 of over-charges back in May when Koodo charged me 50c per minute for my...

So "toll-free" isn't exactly toll free......

Userlevel 7
Badge +4
David Jonas wrote:

There were also about $50 of over-charges back in May when Koodo charged me 50c per minute for my...

Tolls refer to long distance fees. It is a long standing definition.
Userlevel 7
Badge +4
Hey David - here's what I'm able to see:

  • I don't see any notes of a cancellation request on the account - when you say you closed it, did you speak with a representative over the phone? (that's the only way to close an account)
  • Bill issued May 16 included a balance carried forward from your April bill which wasn't paid
  • Payment made on May 25 but for only a portion of the bill - remaining balance was carried forward to your June bill, issued June 16
  • Payment received on June 29 of $75.75 (as you've noted), but this again did not clear your balance - new bill issued on July 16 for outstanding balance, as well as charges for the upcoming month as no cancellation was noted on the account
  • Account was then suspended for non-payment on June 30 (because of overdue balance and no payment arrangements having been made)
  • Following all this, the account was closed and then passed along to collections
Ranjan wrote:

Hey David - here's what I'm able to see:

[list]

  • I don't see any notes of a cancellation reque...

  • as you say "Account was suspended for non-payment on June 30" (my records say July 6) ---- so why was i charged for July 1 thru Sept 16 totalling over $150?
    Userlevel 7
    Badge +4
    Ranjan wrote:

    Hey David - here's what I'm able to see:

    [list]

  • I don't see any notes of a cancellation reque...

  • Because there's no notes confirming that a cancellation request was put in, the account was only suspended for non-payment - meaning the service gets suspended until the balance is cleared, but it's not cancelled, so all service fees are still applicable. Once the account was deactivated, then the monthly payments stop getting charged, and you're only responsible for the balance owing. 
    Ranjan wrote:

    Hey David - here's what I'm able to see:

    [list]

  • I don't see any notes of a cancellation reque...

  • Ranjan, I called to close my account on 30 June (of last year). It was shut down later that day. I don't understand why koodo went on to charge me for another 2 months....surely this is not legal?
    yes, i called on 30 June and closed it over the phone. I spoke to a woman, she said you know you have some money owing on your Account, and i said, yes, please send me a final Bill, since i would have 1 July thru 16 Aug refunded. I never received the closing bill....Koodo never closed my account as requested. 
    so my account also has an overcharge of about 250$, after taking a koodo account that I had been told after taking it out of the phone, it would be deactivated or there would be no charge for the month. I have been abroad for about six months and I haven't had my line activated in that time. I don't understand how I have an outstanding bill plus the threat of a collection agency. How does an account that hasn't been active for months just suddenly accumulate a bill. I paid my bill at the end of June despite using it for about 7 days, so I wasn't being careless. 
    Userlevel 7
    Badge +4
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    Hi Aisha - is this for the line ending in 75? I don't see any notes related to canceling or putting the line on hold, on your account. Did you speak with a rep. about doing this? (That's the only way to cancel, or put the line on hold - and if you had requested a seasonal hold, you would still be responsible for paying a monthly fee of $15 to keep your account/phone number active). Can you share how you made this request?
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    Yes, it is the number that ends with 75. I opened the account with a representative, and was told that I would not need to do anything to shut down the account but just remove the sim. If I haven't used the data, minutes or messages then what exactly am I being charged for? Honestly, the account is just like a post-paid thing, and it does not make sense to go on charging despite seeing that the line has been inactive! 
    Userlevel 7
    Badge +4
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    Were you talking to the representative about travel? If so, the response you received was in relation to ROAMING costs. Removing the SIM does not suspend your account, nor does consuming no data, texts or calling minutes reduce your cost to zero. Unless you are on a prepaid account, where you must top up each month or the service is cancelled, post paid accounts continue to accumulate fees, whether you use it or not. If you did not suspend or cancel your account by calling in to Koodo before your trip, your account would stay active, accumulating fees, and leading to cancellation and eventually sale of the account to a collection agency.

    If you think of your cellular service as cable TV, you pay the same amount whether you choose to watch 720 hours per month, or zero hours per month.

    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    It is not the same impression I got from the salesman, and to have me pay for some account that has not been active for more then 6 months is ridiculous. However, I am willing to cooperate, you can shut down my account....but to have me pay a good 40$/month is overboard unless you are willing to reduce the fee. It is not my fault that your company representative is incompetent. 

    Userlevel 7
    Badge +4
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    Unfortunately I don't think that speaking with Koodo will help at this point as it has gone to a collections agency. You'll have to square away the amount owed with them. Maybe you can get them to accept a lower amount.

    I'm not sure if speaking with Koodo about the rep misinforming you could help. Maybe you could send a private message to Koodo via Facebook Messenger or DM via Twitter for the collection agency to maybe accept less, but I'm pretty sure that won't work out at all.
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    And yet again, this network is a complete and utter disappointment! 

    Userlevel 7
    Badge +4
    Aisha Dahag wrote:

    so my account also has an overcharge of about 250$, after taking a koodo account that I had been ...

    I'm not sure what you expect. It would be one thing if you reached out to Koodo before it went to collections but at this point once it is through collections, you have to deal with the bill with them. Koodo has squared away the amount owing by sending it to collections.
    Same here. My account was overcharged. I talked to them and they agreed to wave some part of it and close my account. Now after two months I just checked my account again (in case they screw up again), and lo and behold, they have been charging me for the past two months even though the operator on the phone confirmed I don't have to call them again and that my account closer was final. And don't let me start on the phone 'support'. You have to be on hold for hours like my time is not worth anything and if I am lucky someone might pick up the phone. Shadiest worst phone company in Canada and that is saying something considering how shady the phone companies are in Canada.
    Puya Daravi wrote:

    Same here. My account was overcharged. I talked to them and they agreed to wave some part of it a...

    And by the way they did not send ANY bills or email notifications which I think might be another shady practice on their part seeing as how frequent this problem seems to be happening.
    Userlevel 7
    Badge +4
    Puya Daravi wrote:

    Same here. My account was overcharged. I talked to them and they agreed to wave some part of it a...

    Hi Puya, I was just looking at your account to get an understanding of what happened.

    No screw up on our part with relation to your bill, as I see that you spoke with someone in early December to understand how postpaid billing works, and a resolution was agreed to, as you mention. Nothing noted about a cancellation request.

    I then see an email exchange a few days later, through which a reply was sent by a Koodo rep. on Dec. 12. They confirmed the same details I did above, and provided contact info. for how to reach us, if you would like to proceed with cancellation, as it cannot be completed via email due to security requirements.

    Also, as it relates to billing notifications, Koodo does not provide paper bills - ebill only. And notification preferences can be set-up/changed in Self Serve (SMS, email, or both). Your preference was defaulted to SMS notifications, and a message was sent each month with the balance and due-date. 

    Hope that helps clarify things a bit. 
    Userlevel 2
    Puya Daravi wrote:

    Same here. My account was overcharged. I talked to them and they agreed to wave some part of it a...

    Well actually in regards to paper bills, last month I switched from postpaid to prepaid and I was surprised to receive a paper bill from Koodo (final postpaid bill).
    Puya Daravi wrote:

    Same here. My account was overcharged. I talked to them and they agreed to wave some part of it a...

    Hi Ranjan, you DID screw up because I DID cancel my account with your colleague when I called and he assured me that I would not need to call you again. The reason you don't see it on your system is that you guys screwed up. Otherwise, why would you keep charging me after I have closed my account? Yes, you keep sending text messages to a number that I am not using because... you guessed it... because I have closed the account.

    Reply