Base plan expired notification glitch

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  • Updated 2 years ago
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My prepaid base plan auto top-up was on July 10, and I received notifications confirming the top-up and the 10% discount. This also shows up in prepaid self-serve. Yesterday (three days later) I received an SMS informing me that my base plan expired on July 10, and that I should visit prepaid self-serve to top up!
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Posted 2 years ago

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Photo of BobTheElectrician


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Welcome to the club. At least your service wasn't interrupted.

Needless communication just aggravating the customer. This has been pointed out several times before to no avail.
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Yup, this is the message sent to my 80 year old mother's phone.  Nightmare!  Why?  Because prior to this, it has taken forever to encourage her to use technology - and when she gets texts like this, she thinks she is doing something wrong!  This is more than just frustrating, it's mired in the emotional logistics of sending the seniors in our lives into a tailspin!!  There is no simple fix to the repercussions of this techno screw-up!   Trust me, I am here picking up the pieces!!  PLEASE KOODO, understand that this incorrect message, that confuses me too, undermines our trust in your product.  In other words, please treat my elderly mother respectfully (don't send erroneous texts that are confusing & scary to a senior!!).

I went onto the account's page: she is on automatic top ups, with the next scheduled withdrawal set for August.  Her account & payment details are in good standing.  There should be NOTHING WRONG!  So what is the purpose of this disconcerting text?  I am confused.  I can't even figure out how to contact KooDo directly to ask them to please, NEVER send such a text to her again.  Well there was a number, but it said that her account would be charged $5 for the privilege of talking to someone to question this incoherent text message.  Help.  How do I resolve this??
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Sophia, Mobile Master

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Well I got that message day before yesterday, no text, but it showed "expired" in self service. Even though I knew about this glitch, it was scary... I have more than 4000 minutes and 8gb in boosters left. Yesterday everything was back to normal again.

It doesn't seem high priority for Koodo to look into, sadly...
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Same here. Few days after automatic top up and renewal I get the same text message. Way to go Koodo. Please fix it. Will try to contact support...

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