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Why am I being charged for a large tab when I brought my own phone to Koodo, purchased at the Apple Store?


I ordered a phone from Apple.  Then I "changed phones" on my Koodo account. I didn't have a tab with that phone either. Once I changed phones, my bill started adding a tab charge of $21 a month.
 What the heck?

15 replies

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How did you change phones? Did you do not your self on self serve? How did you change phones?
Dennis wrote:

How did you change phones? Did you do not your self on self serve? How did you change phones?

I was using a cheapie LG phone that I fully purchased online from the Koodo shop back in May. In late July I ordered an Apple SE from the apple store, bought a new SIM for the SE from a Koodo Kiosk, and used the self serve options online to "change phones". Worked like a charm except a $21 tab is now being added to my bill every month.  Wondering why?

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Dennis wrote:

How did you change phones? Did you do not your self on self serve? How did you change phones?

Are you sure it's a tab charge? Do you have a screen shot of the pdf ebill that shows this charge?
Dennis wrote:

How did you change phones? Did you do not your self on self serve? How did you change phones?

Im very sure.  Invoice went from around $53 a month to over $75. 


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Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere on your account nor recent invoices. Can you clarify where you see this charge appearing?
Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Phone ends in 860. 
Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...



Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

And the name on the account is Rebecca Wagner
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Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Thanks for confirming. Looking into this now.
Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Are you still looking, Ranjan? 🙂

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Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Sorry for the delay. It appears to be a bit complex and I had to engage another team. It looks like there was an order placed or initiated through our Web Store in March and then a device change on your account in July. The issue likely stems from one of those two actions, so I'm waiting to get more details to figure out exactly what happened. I may not hear back tonight, but it's definitely on our radar and I will report back as soon as I get an update - tonight or tomorrow morning.
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Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Hi Becky - we've done some digging and need to validate some details and personal info. with you.Can you send us a private message through our Facebook page?
Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Yes.
Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Did you get the message? My FB has been unreliable lately. 

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Ranjan wrote:

Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere...

Morning Becky! Got your message and someone just replied to you this morning. We'll wait for you to give us a shout back and hopefully we can get everything sorted now.

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