befuddled new customer

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  • Updated 4 years ago
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I'm a new customer who's never had a cellphone until now. I just got my first bill for $41.47, which makes no sense for two reasons: 1) my monthly rate is $27.00, and 2) I overpaid by $12.00 when activating my account. I want to find out what's behind these things, but can't find a place anywhere to help me contact Koodo about it. Hopefully this is the place. I'm beginning to feel frustrated.
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Steve Ogden

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Posted 4 years ago

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Robert, Mobile Master

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Hey Steve, first of all here's the contact page if you want to speak directly to someone at Koodo



Also, take a look at this video hoping it will make you understand : http://help.koodomobile.com/help-vide...

As for the overpaying, it may reflect on the next bill
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Dennis, Mobile Master

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There is also a PDF link to a sample first bill here as well

http://help.koodomobile.com/my-bill/c...
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BobTheElectrician

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Koodo should re-consider this month & a ?/? doubled up initial bill. You get a lot of ill will over a $12 item and it reinforces the cell companies perception of being out to snatch every dime they can. Definitely starts customer off on the wrong foot if they have to start thinking that I must complain at the first bill.

Consumer Cellular in the US has a much more friendly approach: make the first bill just the prorated stuff. On a $25 plan I got billed for the SIM $10 and then CREDITED for the SIM $10 because I activated (no charge) and then 3 weeks for the actual service I used. I was also free to jack up or deflate my plan at any time till billing day. Turned out I needed much less data than I thought, deflated the plan to accommodate and that was the amount I was invoiced for the entire period, none of this xx days at the higher rate even though you didn't use it...
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Chad Burr, Mobile Master

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Robert, you should post that as an idea 
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RudyW

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Ok am I tracking this? Is the idea that your first bill would $5-$10 because only the prorated stuff on it? I thought past of the problem is that cellphone companies charge a month in advance not in arrears. I mean what you used (data etc.) is in arrears, but your plan is a month in advance.
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Mark Kokolsky

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Depending on where you got the phone, they should have explained the first bill to you to avoid this confusion. I know Koodo shops are supposed to explain things, and I think the goal is to get all retailers to do the same thing.
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Mark Kokolsky

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Because great customer service is great customer service. Introducing it in retail just means less problems for customer service and shops.
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RudyW

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Every phone company does this, so why on earth is it so difficult to explain this to people in in futures shops, best buys, the mobile shops at loblaws, walmarts and all the other places where phones from all companies are sold. Is it just lazy customer service in those places?
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Sheila

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Probably. Those places you mention have high turnover, they're kids working part time
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rikkster, Mobile Master

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No, it's because even though they are considered retail partners, they in fact have their own policies. I have yet to come across a retail partner that has sat me down and explained proration and my first bill. Why should they? As far as they're concerned, once the sale is made, any questions or problems related to billing or a misunderstanding thereof is to be directed toward Koodo.

Yet, these retail partners are more than happy to explain how their extended warranty program works.
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Mark Kokolsky

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Ive met some pretty amazing sales people at some of these retailers. And every retailer also has their own customer service policies. It wouldn't be hard at all for this to be implemented, since every carrier also has the same system for the first bills. And having worked in retail for a long time in the past, I would usually try to do things that made sure my customers would come back to me. There can be bad sales people anywhere, even at a Koodo shop.
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BobTheElectrician

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It's been posted as an idea, as suggested above

http://community.koodomobile.com/kood...
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Steve Ogden

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Hey everyone, thanks for being so helpful. It turns out it was all a misunderstanding on my part. I did contract the plan at a store that sold what seemed to be every plan and phone type in North America, and because I'd listened to several pitches by that time... not to mention that at 58 years of age this was my first cellphone ever... I was somewhat overwhelmed and a little confused. It's all good now, and I apologise if I made it seem like Koodo was in any way at fault.
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RudyW

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Thanks for coming back and sharing what happened. Not everyone does that!!! It's really helpful to know as I'm sure there will be others who may experience similar confusion. The cell world can be a little complicated. At least we know all it's good. I love when I see total strangers, like people here, helping one another. It restores my faith in the human species!

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