Billed for something before I ever signed up to Koodo?

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  • Updated 5 days ago
I started my Koodo account on April 6, 2018. It is supposed to be roughly $60/month for my plan. Prior to April 6, I resided in Korea. I paid my 1st bill (thanks for the text message notification) of 60.00. I got a text message telling me my current bill is $114.19. On the Koodo Self Serve, my bill is $104.xx. I see that in March and April of 2018, I have a bill! How is that possible as I lived in Korea!!!! The bill for March 2018 is $44.xx. It continues into April for $44.xx.   1st, why is the billing so inaccurate, and 2nd, why can't I call someone to discuss this?   Finally, Why can't I get a better description of what the money is being charged to me for?  I want some answers, but all I can do is complain in a Koodo forum?
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Mark W

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  • annoyed that I can't get any straight answers

Posted 7 days ago

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Dinh, Mobile Master

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hi Mark,
Can you post a snapshot of the bill in your selfserve here? (hide all personal information before posting pls). Someone might be able to explain or advise you what to do. Normally page 3,4 of your pdf bill should explain detail of the charge.
We (customers like you) don't have access to your account, so we don't know the detail until you tell us more.
(Edited)
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David, Mobile Master

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First, have a look at this info about your first bill.

If you bought your phone on April 6, your first billing period would have been something like March 26 - April 25, or something similar. You would have had an adjustment on the March-April 6 period. In addition, this bill would also include the upcoming full month (April 26 - May 25). This would be explained in the detailed PDF invoice which you can download from self-serve. 
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Josie, Employee

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@ Mark W: can you let us know how you made your payment for your first bill for the amount of $60.03?  We don't see it on your account and that's why your bill is higher this month because you're carrying forward last months balance. 
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Mark W

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It should have been paid from a simple Bank Bill Payment.  I will double check that it indeed did go through.  It was the 1st and only payment of 2018. 

Thanks for your replay and involvement Josie.
See below...
I have found Koodo (Telus) sneeking in a $44.64 charge that has mysteriously been carried over since December 2016???   haha.
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Mark W

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@Josie...
I did make a payment and Koodo knows about it.
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Mayumi, Mobile Master

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It's a credit. You must paid $44.64 extra last month. And you paid $60on top of it. So, you have a credit now
(Edited)
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Mark W

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Great!  But I've been using my phone for over 1 month now. ... Koodo (telus) doesn't want any money yet?
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Dennis, Mobile Master

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What were your date range for your march/April bill?
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Mark W

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Thanks for your involvement David.
The bills are a little stupid.  They are lacking any real information.  Date range?  I don't see any of that.  The bills don't even show the type of services I'm paying for.
Date:  May 11, 2018.
Pay:   $104.00
That's the extent of the information.
Maybe this will help:
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Dennis, Mobile Master

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This is not your detailed PDF e-bill.  This is just a summary page.  you need to download the pdf and there are pages and pages of details (mostly on Page 3/4)
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Mark W

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Thanks Dennis.
When I view my bill (both on Safari and Firefox), page 3 and 4 are blank.
This is good info...  I'll try again.
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Mark W

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Look what I found.
A charge in February 2018  ... which carries all the way back to January 2017???? 
( while I lived in Korea )
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Ymir1220

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It's negative. That's a credit. you are not charged
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Dennis, Mobile Master

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ok Here is the detailed pdf e-bill.  it even says on there that "no payment is required this month"
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Mark W

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NEW GRIPE and COMPLAINT!!!
I look at each  month of my "bills"... 
... NO DETAILS !!!
This looks EXACTLY the same as the TELUS bills.
What am I paying for?

Koodo:  "Please pay $104.00.  We won't tell you why.  It's just a number we've arbitrarily chosen for you to pay.  We won't tell you how the services are itemized and how your $104.00 is being spent on ... Just pay us the $104 with out asking any questions."
Me:   %&@#*$%*!!!
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Mayumi, Mobile Master

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You have to download to see detailed bill/"invoice.
Log in to self serve and click on" View bill". Then you can check your ebill on PDF
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Josie, Employee

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Hey Mark W, let's step back a sec.  I've noticed that the details you've displayed here are for acct# *******90 that you cancelled back in October 2016.  You have a new account# *******72 that you activated April 7 2018 (welcome back).  So what's happened here is that you paid through your bank the amount owing on your NEW account to the OLD and cancelled account. I recommend you update your banking info with your new Koodo account number to avoid future misapplied payments.  In the meantime,we'll arrange to transfer the misapplied payment of $60.03 where it belongs - your new account number.  Hope this helps! 
(Edited)
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Mark W

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@Josie
Thanks... I see below you're probably right where the old and new account is mixed up and confused.
I didn't need a credit, (but I'll take it now that I'm frustrated) and it's what is making everything messed up.  I just need one account.  The old one should have just died.
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Mayumi, Mobile Master

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I'm a little confused tho. You said you started Koodo on April 2018. But you are showing us bill from 2017.
Were you away and put your account on seasonal hold for awhile? Or are you a brand new customer from April 2018?
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Mayumi, Mobile Master

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I see.
But is that means he still have a credit of $44 from old account? His screenshot is showing it on February (2018) bill of old account...?
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Dennis, Mobile Master

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Does this also mean Mark has 2 self serve logins (1 for the old cancelled account that now has a large credit, and 1 for the new account which has a large amount owing)

Also I think Mark will need to contact Koodo to get a cheque for the old account.  But if he has a large amount owing on the new account, maybe Koodo could move the credit from the old to the new?  Or at least waive any late penalties
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Josie, Employee

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@ Dennis, the credit balance has been moved over to the new account
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Mark W

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@Josie...
I'll let the dust settle for a day or so and see what happens to my Koodo account.  (accounts?)  augghhh... this is messy.
Thanks for figuring this out Josie.
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Josie, Employee

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@ Mark W, posting those images helped us track down what you were seeing vs what we were seeing...thanks for that!! I also see that you've signed up for Self Serve on you new account, awesome!! Next time you log in, you'll see an updated balance due June 5.