Billing and miscommunication from KOODO

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I am writing because i am tired of this problem. We had 2 account, 2 phones and i decided to keep one account and one phone number. One of my phone has already paid off. I wanted to keep the number the phone i paid off and wanted to keep the account with phone not paid off. i visited South center Mall and took help from koodo booth at South center mall. She called kodoo and proceed for my request. Unfortunately koodo support provider did opposite to what i wanted. So they terminate the number which i want to keep. That was bad for me. Anyhow i lost my number but after that the bill they sent me was WRONG. The phone was paid off but they charging me phone from the other account to the . I called them and talk to them they said clearly it was a damn mistake and we will fix it. but it was not resolved. I Called them again and have long discussion and they said it was a system error and we will fix it. they apologized and assured me that it is solve. i was upset and i told them that it is enough regarding billing and i really pissed of. NOW THEY AGAIN CALLING ME TO PAY THE SAME BILL FROM PREVIOUS ACCOUNT WHICH DOESN'T HAVE ANY DUES!! so what i should do now is big question before leaving koodo for ever!!!
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Mehvish Rashid

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Posted 1 year ago

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Dennis, Mobile Master

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So you are saying the most recent detailed PDF ebill is still wrong?
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Mehvish Rashid

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yes. My current bill is ok. but they are sending me a bill from my account which is already closed and phone was paid off already.
so previous account was cleared and they are witness for that. apologize n promised to fix it but still same.
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Mayumi, Mobile Master

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 "I wanted to keep the number the phone i paid off and wanted to keep the account with phone not paid off."
 
-  So, you had 2 Lines/accounts
Line/account 1  : Phone number A : Tab paid off : Plan A
Line/account 2 : Phone number B : Tab not paid off : Plan B

And you wanted keep Phone number A and Account 2 /Plan B?
The phone number and account/plan is connected. So, it's impossible to keep the number and plan from different line...

I don't think they can fix it the way you want.  Or am I misunderstanding what you want to do?

 
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Mehvish Rashid

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yes u r rite. so they didn't do that and they deleted following
  Line/account 1  : Phone number A : Tab paid off : Plan A

Now i have  (Line/account 2 : Phone number B : Tab not paid off : Plan B)
i am paying regular bills for this account but Since i did this (March)
they are sending me bill from Line/Account1 278$ from March 2017 and before that i had regular bills 34 dollar monthly and phone paid off. 
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Mayumi, Mobile Master

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What does the Tab balance on the line 2 said when you logged into self serve?
Also, you can check opening Tab balance and closing Tab balance for each line through E-bill PDF. 
I'm thinking maybe you already paid off Line 2, but still had a balance on Line 1?
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Dennis, Mobile Master

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Your best bet at this point is to send Koodo a direct message on facebook or twitter and a rep can review this with you and hopefully correct the billing once and for all
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Mehvish Rashid

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2 times detailed talk, several minutes long, investigate with some supervisor during talk, came to conclusion that it has some mistake. apologize and promise to fix and than assured that is fixed!!!
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Mayumi, Mobile Master

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If they found mistake on their system and said fix it, then they will.
But if it happened after your bill was generated or close to your billing date, then chances are that fix wasn't reflected on your recent bill.
I would go with Dennis's suggestion - send a PM to Koodo. They will help you.
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Mehvish Rashid

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1st time in March, not solve
2nd time in April not solved
Now sending me invoice in May! Anyhow, no choice, seek for help again but wanted to bring this issue to community and would like to improve service in this regard.
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Dennis, Mobile Master

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Sometimes these things happen.  There could be a bug in their system or something that is suppose to happen, didnt.  If they give an explainationof why this error keeps showing up for you let us know so we can help others with the same issue in the future 
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Not Jean-Pierre Blais

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This thread is too complicated, so I will just focus on one thing
So they terminate the number which i want to keep. That was bad for me. Anyhow i lost my number
They can reactivate your number for 90 days after cancellation. After 90 days, it goes to the available numbers pool for any other customer to choose.
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Mehvish Rashid

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TODAY'S Update:
A koodo costomer care called today and once again he said that i have 278$ bill which i need to pay. he insisted again that he checked everything and this bill is associated with the number which is cancelled  403xxxxxx ................................. and i asked one question, how you calling on a cancelled number..... then he didn't have any answer accept apology, promise to re check...
i think they messed up with the account numbers and they cannot fix it...............My suggestion to them if they can ......... Go to last bill before cancellation and check both Febraury bill and check both March bill.............. you will find the fault............... actually they found the mistake but couldn't solve the issue,,,,, so upset and not happy at all.....
(Edited)
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Mayumi, Mobile Master

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So, the one canceled had a remaining Tab? That's why you had to pay for it?
Then your current line doesn't have any Tab left?

Were you paying Tab fee for both lines before you decided to cancel it?
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Mehvish Rashid

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No, The canceled one doesn't have any balance on my tab. clearly said phone paid off....bill paid off........
Current one has monthly plan and i am paying my tab monthly.with my plan.... clear.
They are charging me 273$ from canceled one which has no dues.....
So what i understand............. and they also understand but doesn't have ability to fix it.....is ......
They are putting my current  phone balance (273$) from my current account to my previous account and asking me to pay...
and on the other hand they are taking monthly payment for the the same current phone according to the plan............simply messed up with accounts and unable to handle.......... but the way they are handling is pain full.... different people calling, understanding, apologizing and promising  and again calling and repeating similar thing ending at promise again and again.... Very bad experience never had with any other service...
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Mayumi, Mobile Master

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Can you log into self serve and view your E-bill (PDF)?
Summary of charges by user is shown on Page 3 and detailed charges for each service/line start on page 4.
What does  it say the $273 charge is for?
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Not Jean-Pierre Blais

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I think it is time to file a CCTS complaint. You actually waited way more than enough. I give them one chance. If the problem isn't solved, it goes to the CCTS. They pay for CCTS complaints, so it becomes their problem. Those people taking care of CCTS complaints have more power, are more likely to know what they are doing and help. Koodo doesn't have a (simple?) way to escalate issues to higher level reps, so the CCTS is the best way to get to them.
(Edited)
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Bernard, Official Rep

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Looking at the memo on the accounts looks like there were challenge to even secure the account, that is no PIN was provided. I  believe they advised you to send a secured email to very account. That is likely the best course of action. The number you posted here belongs to someone else. 

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