Porting number and bill

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  • Updated 5 years ago
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Just to warn the readers: when you switch to another company and keep your phone number, you may use the money compared to situation when you don’t keep your number.

I switched from Koodo to another company on the 10th day into a billing cycle (40$ Cité Koodo + 5$ textos). Koodo didn’t refund the remaining 20 days (30$), with the following explanation provided by customer service:

A. If you call Koodo and ask to cancel the service, they will reimburse proportionally the remaining period.

B. If it is your new company who tells them to stop the service, they will not reimburse.

The obvious implication: if you want to keep your phone number, you cannot cancel Koodo service yourself; it must be done by your new company. So you loose the money for the remaining period.

I would not be frustrated if the Koodo policy was simply never refund the remaining portion. But what upsets me that they retain the money only if you switch to other company (keeping the number).

Does anybody know if the government regulations – which require number portability – allow such indirect charging?
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Arman Voskanian

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Posted 5 years ago

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Zaphod Beeblebrox

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Koodo has a "end of billing cycle" cancellation policy which is followed even if you port a number over. it has always been like that since day one. This is nothing new. Maybe this is one of those situations where we should read the terms of service before a post like this. After reading the terms posted online, it does state that if someone was to CALL to cancel anytime, they can with the date. When porting a number, the service with koodo gets suspended until the end of the cycle. A vast majority of the time someone cancels, it is done at the end of the cycle. Unfortunatetly, you are in that category due tot he port. as per your previous question post...call customer care, get the charge adjusted, move on.
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Ahmad

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Also, I want to make it perfectly clear that this is a standard among all carriers in Canada, not just a "Koodo policy".
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Zaphod Beeblebrox

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Maybe you can shed some light on this subject...with him being charged 911 fees from both providers for the same period, is it not within his right to call the old provider to get it taken care of? just a personal thought on the matter
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Zaphod Beeblebrox

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keep in mind, it's not the amount, its the principle of the issue
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Arman Voskanian

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Thanks Tyler, you truly understood my point :-)
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Zaphod Beeblebrox

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Well, you have a good point about the double charge of the fee. hard to argue about that lol
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Arman Voskanian

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Thanks Tyler for the reply. I read carefully the section “Ending your services with Koodo” of the Service Terms (http://koodomobile.com/en/on/legal.shtml) and didn’t find mention of "end of billing cycle" cancellation policy. They should have written it in the terms, especially given that as you said it is followed from day one.

Otherwise the customers cannot guess that their service will be first suspended before being cancelled while switching to other company.

I will call them again and as you suggested will ask to speak somebody with authority. The fact that “suspend before cancellation” is not mentioned in their Terms gives me reasonable arguments, in my humble opinion.

The result of this discussion is an advice for people who want to switch and keep the number: before switching, call Koodo and cancel the service starting at a close date. Then subscribe to other provider, before that date.
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Marcus Fenix

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You don't understand how porting works. This is completely apparent. You cannot cancel service and then port over your number. You don't even need to call Koodo to set up cancelation. You can call to see when your billing cycle ends, then when its close to the end of the billing cycle, initiate the port request.

The account suspending itself is a standard action. The account cannot be active because there is no number for it to be active with, so it switches to suspension and then the account is set up for cancelation. The account being suspended doesn't matter though because you won't be using the Koodo service when the number is with another provider.

IMO, you don't have any "reasonable arguments" here. You claim that "suspend before cancelation is not mentioned" is not relevant here. It's just like if you were porting from Bell to another provider. Your account would suspend and then cancel on whatever the effective cancelation date would be. I really don't get why you have an issue with how the porting process works. The suspension of the Koodo account doesn't affect you in anyway because your number is with another provider.
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Zaphod Beeblebrox

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I noticed that too Armen. But, that is how the system works for porting. Number is ported, old acct is suspended until end of cycle. Isnt the real issue now that double charged fee? I dont know if the porting part of the convo is done.
Marcus, of course he doesnt know how porting works. Armen is a customer, not an employee of Koodo. Customers are rarely educated how the back end systems work with any provider. No insult intended and if it seemed that way i apologize.
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MykeC

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Hey Arman, if you have any issues with your billing, please give us a call (*611 Option 5) and we'll be happy to assist you with this :).
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Arman Voskanian

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Thanks Tyler. Indeed the porting part of the discussion is done. For 911 fee I have to call them again...

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