Billing after account cancellation

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  • Updated 10 months ago
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I was told by a Koodo representative that if I cancelled my account after the start of my billing period, I would only be charged for the days used. My billing period began on the 5, and I cancelled my account on the 8. I received a message acknowledging my cancellation and telling me I would be paying for the full month up to Feb. 5. Why is that?
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Sarah

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Posted 2 years ago

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Goran, Mobile Master

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The rep might have thought you meant cancel at the end of the billing cycle as opposed to right away. Do you still have service?
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Sarah

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No I was very clear that I intended to cancel on the 8 or 9 and she said my bill would only be for the days used. I ported my number to my new phone company so I don't have Koodo service anymore.
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Goran, Mobile Master

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If you ported out then yes it should auto cancel the service almost right away. I wouldn't worry about the message and more about what your final bill will say. That'll be the actual amount that you owe.
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bj

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I Have this very same issue. I signed up for koodo on September 1, and just cancelled yesterday, October 2. I just received a final bill showing September charge as well as October’s. I understand you bill a month in advance but wouldn’t I qualify for a months credit where the service was ended at the start of the next billing cycle?
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Goran, Mobile Master

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Did you specify to cancel immediately or at the end of the next cycle ?
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bj

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I asked for it to be done immediately. I remember that because she said if I was using the koodo line to talk to her it would be disconnected right away, but I was on my other cellphone.
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Goran, Mobile Master

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Hmm well if that's your final bill then you can send a private message to Koodo via Facebook Messenger or DM via Twitter to get it corrected for the final amount you'd owe.
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bj

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I don’t have Facebook, nor twitter. Would possibly an email be possible?
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Goran, Mobile Master

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It is but it seems to get slower responses these days. Up to you to use it still or create a Twitter account for the purposes of contacting Koodo as it asks for a lot less than Facebook.
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bj

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OK I’m downloading it now, then what do I do to contact them?
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Mayumi, Mobile Master

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If you cancel your service yesterday, then the bill you receive is not a final bill.
It takes more than few days to update their billing.

What is your bill date?  If you received a bill today, then I assume it's end of the month maybe around 27th? If say it's 27th, you will receive real final bill next month around this time.
You can still access to your self serve and check your billing status once they process your cancellation.
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bj

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Mayumi, the billing date is September 1-september 30, 2017. This would have be the first bill I’ve received from koodo
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Mayumi, Mobile Master

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You said you opened your account Sep 1.
Then your billing cycle doesn't start on the 1 st.

Can you log into self serve and check your billing cycle?  So, we'll  have better idea of your billing.
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David, Mobile Master

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And therefore, not your final bill. All telecommunications are billed in advance for the base plan costs. If you pay this bill, your FINAL bill will include a credit, which Koodo will send you in the fullness of time.
See https://www.koodomobile.com/help/char...
(Edited)
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bj

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On the self serve section of the koodo site, under billing, it says Your Current Bill, September 1 - September 30, 2017. Is that the billing cycle?
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bj

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David: what should be my interpretation of “in fullness of time”?
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Ranjan, Official Rep

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Hi BJ - Mayumi and David are correct. The bill you just received would have been generated before getting updated with your cancellation request, therefore the upcoming months charges are included, as they normally would be. I see that you activated on Sept. 1st, and coincidentally your billing cycle does reset on the first of each month (typically the cycle begins a few days after the activation date). Therefore your bill was generated in advance of Oct. 1st, and your cancellation request was received on Oct. 2.

As David mentioned, you can either pay the balance owing on the bill, and then will receive a credit for the over-payment on your final bill. Or, you can choose to not pay this bill, and wait for your final payment with the adjusted balance - however, there will be a late payment charge added.