Air time duplicated records on my bill

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Air time duplicated records on my bill, how to be reimbursed for them? Also, I thought air times minutes were related to calls that I made, but I've found it's also about receiving calls within Canada. Pls advise.
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Jonathan Cardoso

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Posted 1 year ago

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Dennis, Mobile Master

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Can you post a screen shot of the duplication of airtime? You can blur out the number.

Unless you have unlimited incoming calls on your plan, air time minutes are for outgoing and incoming in Canada
(Edited)
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Jonathan Cardoso

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Dennis, Mobile Master

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Do you recognize these numbers?
Did you actually call them? Check your call logs in your phone app.

Also All carrier in canada bill by the minute, so that is why it may look like there is a duplication but if you made back to back calls, this could explain it.
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Jonathan Cardoso

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Some of them I don't recognize. How should I proceed?
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David, Mobile Master

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You can use 411.ca to reverse lookup the numbers. Both of the numbers you posted appear to be physicians in Hamilton.
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Jonathan Cardoso

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Also I've just notice that some minutes happened when I wasn't using my phone.... does it indicate my phone# was cloned?
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Dennis, Mobile Master

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Could they be incoming calls?

I would call one of the numbers that is not on your call logs to see what that number is about.  That might jog your memory
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Jonathan Cardoso

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There are some days, as per the report I was on the phone the entire day! That's impossible. I really need someone at Koodo to look on it, otherwise, I'd prefer to cancel everything. Pls advise.
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Dennis, Mobile Master

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Ok if it is a big error like that, you can send a private message to Koodo via Facebook or Twitter and an employee can look into your account
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Ranjan, Official Rep

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There's a few calls over half an hour, but nothing longer than that, Jonathan. You're welcome to send us a PM on Facebook as mentioned below if you'd like to investigate further though. 
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David, Mobile Master

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Calls forwarded to your voicemail may show in your call log.
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Ranjan, Official Rep

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Hey Jonathan - to top-up on the info. that Dennis has already provided, during your last billing period, you were on a plan that included 500 anytime mins. This means unlimited 'local' outbound, and unlimited incoming from anywhere, during evenings and weekends, but 500 mins. for weekdays between 8am and 5pm. You went over your anytime bucket. by 258 mins.

The detailed bill shows a log of all calls placed and received - and the system is very accurate about this type of information. If you're certain that there is an error and would like to dispute any of the charges, you can submit your claim and we can do an investigation. Just shoot us a private message on Facebook and we can go over your options with you.

Hope that helps.
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Jonathan Cardoso

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Thanks Ranjan, instead of facebook, may I have an email address to submit all documentation? Also. I need to know how to proceed if I want to cancel my plan.

Pls advise.
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Dennis, Mobile Master

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Via facebook will be the fastest way.  
If you want to use their email you can go here:
https://secure.koodomobile.com/account/appmanager/support/contactus

If you want to cancel you will need to call koodo (*611 on your koodo cell, its a free call).
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Jonathan Cardoso

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what's the facebook page?
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David, Mobile Master

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Facebook.com/koodo, as linked at the bottom of this page. Click on the "Message" link near the top right of the page.