Apparent over-billing?

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I switched to Koodo self serve on or about the first week of August/17. Since then my phone has recorded about 135 min of conversation (total length of all phone calls, incoming and outgoing, all within my province). However my account has been charged for 485 min of phone usage. I am the only person who uses my phone. How can I correct this apparent over-billing? Do I go straight to the Better Business Bureau and Consumer Protection, or is there a way to contact Koodo?
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Nicholas James

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Posted 5 months ago

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Camilo_A

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Hi there!

You should contact Koodo first and go over your concerns, there is always a solution and Koodo is very good at finding solutions...

Better Business Bureau or other entities are used when the Cellphone provider does not resolve customers concerns after contacting them... So first step, contact Koodo, express your concerns and you will get a resolution for sure!

Enjoy!
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Dennis, Mobile Master

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Hi Nicolas.

The numbers do diverge quite a bit.
My initial thought was that Koodo (as with all other national carriers) bills by the minute (rounded up) and not by the second.  So if you compare minute totals on your phone's life vs your bills, then yes it would be off. That might explain about 100 minutes maybe.

Are you using prepaid or postpaid?
If you are postpaid, have you downloaded and reviewed your detailed PDF ebill?
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Dinh, Mobile Master

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hi Nicholas,
Have you checked your detail billing. All calls should be accountable in the bill.
By the way, how did you checked the 135minutes on your phone?. Did you do it by yourself or using an app?
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Nicholas James

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Thanks for your replies.   I have an apple phone, and it has a list of all the telephone calls on my phone (I have a land line, so don't use my mobile very often - the majority of the calls are from someone calling me).

With respect to contacting Koodo first - I was attempting to do that, however, maybe I've missed how, but there doesn't seem to be a way.

I am a koodo pre-paid customer - meaning I buy a lump of minutes - in my case 500, and they carry over until done.   The phone is not used often for telephone calls (mostly used for internet access, I log in to purchase more data as it is used).    The last time I logged in to buy data, I noticed the phone use claimed by Koodo - ie 485 min used of 500 available.   That is more than 8 hours!    That seemed off, so I personally counted all the telephone call lengths on this phone since before I was a Koodo member - there are approximately 40 telephone calls in total, including those that were not answered.
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Dennis, Mobile Master

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If you look under your Talk usage, do the minutes correspond to your call logs?

Is there any pattern of any errors?
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Nicholas James

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Thank you for your reply.   Talk usage shows 438 minutes used (on my Koodo account).    The log of all calls on my iphone during the period since early August when the period starts (including in and out calls), is about 135 min.    

This is the only data I can find at this point.     Koodo does not seem to offer an itemised list to prepaid customers of how they get to their total minutes used.    

The iphone on the other hand, shows every call on this phone, and its length.   

Total number of telephone calls (including unanswered) is about 40.

Total length of all calls is about 135 minutes.

Total minutes used accounting to Koodo, is 438

Are there any other ways to use up Koodo telephone minutes without speaking on the telephone?

All my calls have been within the province of British Columbia.   Most are local, but there may be some that are long distance - ie about 40-50 miles away.
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Dennis, Mobile Master

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Voice mail and call forwarding
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Dennis, Mobile Master

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I dont have prepaid so I can only see my usage on self serve from a monthly plan perspective.

Here is what my usage info gives me when I click on my talk usage.



I assume yours does not look anything like this?
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Lily Ellis

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Once logged into your Prepaid account go to the tab that says phone services and then the tab called Useage History. Every phone call, web usage and text shows there. You can expand it from 7 days to longer periods of time.
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Nicholas James

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Thank you for showing me where to look.

I'm logged in on my computer to the above place.

Koodo says it will give you up to 90 days of history.

In reality It will give me the last 7 days.

It will also give me the last 30 days.

When I try to enter a specific date range (I've tried the last 90 days.  I've tried the 31'st day and the 32nd day etc etc).    All I can get is back to is the period from present until Nov 29/2017.     After that Koodo replies with "There is no usage information available for the time period you selected"

This looks like Koodo is refusing to provide the usage data to support their billed 438 minutes.

Is there any means of communicating directly with Koodo?
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Dennis, Mobile Master

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Ok so can you compare the last 30 days?  What errors do you see?  

There are two kinds of people in the world: those who can extrapolate from incomplete data
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Nicholas James

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There is a difference.   Koodo records 124 min and 37 sec.    My apple phone records 103 min and 20 sec.    The Koodo record is about 20% higher than the apple phone log record.
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Dennis, Mobile Master

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Are you seeing an individual errors?
20% sounds reasonable since Koodo bills by the minute so every call is rounded up 
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Nicholas James

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They must round up a lot, because there were only 6 phone calls.   The individual phone calls recorded by my Iphone seem similar to those recorded by Koodo.  Its the "extra" calls that seem to account for the difference.
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Dennis, Mobile Master

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Ah so you are finding extra calls.  Ok good it seems like we are narrowing it down.

Are you referring to calls that go unanswered?  
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Lily Ellis

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I went and tried to look at my past history and you are right. There is something wonky about the Useage History. I switched from Koodo postpaid to prepaid only a month ago so I can only go back a month, but even then I was getting the “there is no useage message” you were getting. I played around a little and found that if I clicked the page numbers [2] [3] etc I could move from page to page, but if I clicked the [>>] I would immediately get the “no useage msg”, but it didn’t work everytime. Not sure if temporary glitch or something that needs to be fixed.