about billing

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  • Updated 1 year ago
hello, my name is Feng Jiang. My koodo phone number is 438-881-0623 and I started my actual package from January 3rd 2017. I find in my current billing, you change additional fee $1.50 for my call to China. But in my package, it includes 1,000 minutes international call including China.
It is the second time you charge more on my billing. Last month, you charged $9 for the same mistake. I called your staff to correct it. This time, I called again but your staff refused it.
Please correct it and never make the same mistake again.
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feng jiang

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  • frustrated

Posted 1 year ago

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Dennis, Mobile Master

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Why would Koodo staff refuse to correct it?

Are you sure your plan includes 1000 international minutes?
When you log into self serve, under Plans and Add-ons, do you see the 1000 international minutes?
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feng jiang

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I also want to know why the staff refuse, il seems she doesn't understand. I am sure my plan includes 1000 minutes. I applied it in your service in Champlain mall Brossard on jan 3rd 2017. At end of January, when I found the mistake for the first time (not this time), I called your staff. He understood it, and giver my back the $9 as credit. You can see his correction in my previous billing.
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Dennis, Mobile Master

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When you say you applied it, what do you mean?  Was it a new activation or upgrade?  

Have you actually checked your account for the 1000 international add-on?  This way we can get to the root of the issue here.
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Mayumi, Mobile Master

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What plan do you have?
Is it possible  the charge is for minutes overage?
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Allan, Mobile Master

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Koodo wouldn't refuse it unless there is something incorrect on your end. (Ex: You don't actually have the 1000 minutes, you went over your 1000 minutes and got charged extra, etc.)
Call again or message them on facebook (https://m.me/Koodo) and ask them to explain why you got charged if you can't figure it out yourself by looking at your ebill.
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feng jiang

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You think the only reason Koodo refused is something incorrect on my end? For the 1000 minutes, I used only less than 100 minutes. In the call, I never use any agressive word. Luckily my call is recorded, so everyone can check it. You think if there is something wrong, it must be my side. I respect your position, but I never judge any issue like that.
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Kim Brasseur

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That is for sure, Koodo also lied to me Feb 13th when they said they now own PC and can give me the same deal for $25.00 that i had and he went on to say that he would call me back on the 21st of Feb and correct the mistake and put me on the new plan, this is only my 1st month and I am not happy with the service and the paying to talk to a real person at all.  Going to go back to PC much cheaper and you get a real person on the line.......and they tell the truth....
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Allan, Mobile Master

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You will get a real person on the line with Koodo, and you can avoid waiting on hold by choosing for them to call you back. As well, you only get charged for things that are easy and you can do yourself. If it is something that you cant do then you wont be charged.
As well i wont say the employee lied, he maybe just got his wires crossed and made a mistake. It happens to the best of us!
I am sorry you didnt get this deal. If you would like you can message Koodo on Facebook, avoid waiting on the phone, talk to a real person and maybe get something worked out for you.
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Ranjan, Official Rep

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Hi Feng - I see that the long distance promo was added when you called in on Jan. 26, but it looks to have taken effect on the start of your current bill cycle. I've credited the charge for the calls mentioned above. This will be reflected in the updated balance, which you can see in self serve. 
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feng jiang

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On 3 Jan 2017, your staff in Champlain mall introduce this promotion to me. It was interesting for me because it includes 1000 minutes international call to china. So I applied it on the place. I don't know why this promo is taken effect on jan 26 not jan 3rd. Maybe the staff in Champlain mall didn't add it on jan 3rd. But it is not my mistake.
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Ranjan, Official Rep

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Agreed - not your mistake. This is why the charges have been credited and the promo is on your account now, Feng. 
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feng jiang

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On Jan 26, when I found this mistake for the first time. I called and the sir gave me the $9 back. In the call, I told him that I hope the same mistake wouldn't happen again. But it happened in a few days. I spent several hours on this issue from January to now.
Thank you for the correction. However, it is a pity for me that I didn't see any word like "sorry, apologize, regret" from Koodo side, even Koodo acknowledges that it is not my mistake and I spent much time on this repeated issue.
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Allan, Mobile Master

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Glad to hear your problem is fixed Feng. Sorry that it didn't get fixed the first time you called about it. As Ranjan said, the promo is now on your account so you shouldn't run into this problem again.
Have a great day!
(Edited)
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Ranjan, Official Rep

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Sending you a massive virtual hug, Feng! And I'm sorry for not regretting the lack of apologies earlier :)

I am sad that you had to spend time getting this corrected. There's a chance the promo wasn't added correctly at the store when you activated, and I don't see why when you called the change wasn't made effective that day. Regardless, you haven't had to pay for any of these charges, and now that the promo is on your account, you shouldn't have this issue again.

If you do have any questions or run into any problems in the future, I hope you'll return back to this community so we can try to help. It's likely the fastest and most efficient way to get answers to your questions - way better than waiting on the phone for an agent. Best of luck and have a great day!