Being Charged Airtime Call Forward Even When It Was Not Used

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I have not used call forward since I found out in April that I have to pay per use yet I am still charged for it.   I also was charged for a call forward today June 6th from Belleville when I was in Brockville at a track meet and did not use call forward.   No one called my cell or home number.
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Heather Auger

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  • frustrated

Posted 2 years ago

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Chadwick, Mobile Master

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on page 3 in your billing PDF, does it say call forwarding? If so, you will have to contact a rep for billing disputes. We cannot adjust your bill here.
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Heather Auger

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I have already been in touch with customer service and they said it was for calls that I had forwarded and therefore there was nothing they could do.   So I have been screwed because there were not even any calls on the days in question, nor at the location, and I never used call forwarding.
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Mayumi, Mobile Master

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Call forward is monthly add-on. If you don't want it, you have to removed it.

Log into self serve > Scroll down and Add/Remove/ Change Add-ons > Change my monthly add-ons > Remove it

" I also was charged for a call forward today June 6th..."
 - Were you actually charged for it?  was it showing self serve?

Here is "How to deactivate Call Forwarding"  from Koodo's site (just in case)
  • Press Star key (*) followed by 720.
  • Press Send or Talk (depending on your phone) and an automatic prompt will confirm the feature has been deactivated.
http://help.koodomobile.com/plans-add-ons-data-and-other-services/calling-features/how-do-i-use-call...
(Edited)
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Timo Tuokkola, Mobile Master

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In other words, call forwarding was still active on the phone and Koodo was not, in fact, trying to cheat you by charging for calls which were not forwarded.
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Heather Auger

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It was in fact a fault with in the phone. I had deactivated it but the phone did not deactivate. So no koodo did not cheat, but had the customer service rep I spoke to on the phone taken the time it could have prevented all this frustration. Instead she just said call forwarding and we cannot do anything. Good thing the rep I saw today was willing to take the time and solve the problem. She even agreed the phone should have deactivated. She went into call settings and turned it off...it still forwarded all calls. The only solution was to erase the phone. So if you want to Pat yourself on the back for the lack of customer service on the phone...goody for you. If you want to blame me for a fault in the phone, well again goody for you. But this could have all been avoided if the first customer service representative had taken the time to provide proper service
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Timo Tuokkola, Mobile Master

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At no point did I blame you for a fault in the phone, however, where I come from, if you falsely accuse someone of dishonest business practices, it is generally considered polite to at least offer an apology.
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Heather Auger

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I apologize that my phone had a fault in it so when I deactivated it; it did not deactivate.   Therefore I had no idea that it was still preforming a service that I did not want.   I am sorry that Koodo's phone customer service representative could not be bothered to help but instead shrugged me off when I called to ask questions.   This lead me to believe that I was being charged for something I did not use when the fault in the phone did indeed mean that service was being used.    I will pay the charges even though it was not my fault, even though the phone customer service stank, but because it was indeed call forwarding....I will pay the fees this time.

Thanks to a customer service rep who truly cared about making me happy...the problem is now solved.   I will not be commenting on this further and in future instead of calling customer service or emailing since they clearly do not care...I will just go to where I bought the phone.   They do care!
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Chadwick, Mobile Master

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A customer service rep on the phone is limited to what they can see and is unable to check things on your phone the same way a rep is at the store. The stores are more hands on and calling in is more account related stuff. Yes they can advise you how to do things on your phone and to try troubleshooting but its easier when the phone is in hand. I dont blame you for wanting to go to the store instead of calling customer care and most of the times its easier as like in your situation, you get 1 rep, who is in front of you that can see the problems first hand. Best of luck in the future.

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