billing error

  • 1
  • Question
  • Updated 3 months ago
  • (Edited)
Koodo account # XXXXXX
I purchased a new Huawei P20 Pro and my bill went from $39.66 to $44.67. Why?
I called and after  a half hour wait was given no reason for increase but was told that my old rate would continue for one year.
New rate of $44.67 is still being charged and after waiting for yet another half hour on the phone I gave up.
Unless I hear back asap and my bill is credited with the overcharge, my next move after all these years as a customer is to find another carrier
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb

Posted 3 months ago

  • 1
Photo of David

David, Mobile Master

  • 96,222 Points 50k badge 2x thumb
You realize this is a customer-driven forum, and no one here has access to your account to make changes, right?

You will need to contact Koodo directly to discuss billing issues. I suggest a private message to their Facebook account or a DM to their Twitter account as being a better choice than a call to *611 or #227 (billing).
Photo of Bernard

Bernard, Official Rep

  • 82,750 Points 50k badge 2x thumb
@John, what do you mean you were given 'no reason'. What exactly were you told? 
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
Exactly that:no reason
Photo of Dinh

Dinh, Mobile Master

  • 43,524 Points 20k badge 2x thumb
@john: your bill should explain the detail charge. Have you checked your pdf bill in selfserve? I would look into the page 3 of your latest bill and see what the charge was for. It might be something else.

If possible could you post a snapshot of your page 3 of your bill here ( delete all personal information before posting pls)
(Edited)
Photo of Dennis

Dennis, Mobile Master

  • 198,404 Points 100k badge 2x thumb
Was it a tab charge?
Photo of Bernard

Bernard, Official Rep

  • 81,792 Points 50k badge 2x thumb
It looks like it was explained John. Happy have someone go over with you again. If you'd like that pls contact us on our Facebook page.  
(Edited)
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
After I bought my Huawei the No Tab Discount of 10% was discontinued.
That's really rich after I spent over $1,000 on the phone.


From page 3 of the April - May bill:



Monthly and other charges (Apr 12 to May 11)

CAN Data 400MB 400min $39

5pm Evenings & Weekends Additional data $5/250MB Data 400MB
Unlimited SMS and MMS

No Tab Discount - 10%


$39.00

- $3.90



Total monthly and other charges ............................................................. $35.10 Usag

Photo of Bernard

Bernard, Official Rep

  • 81,792 Points 50k badge 2x thumb
Where did you buy the Huawei phone John? 
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
From Koodo.
Photo of Bernard

Bernard, Official Rep

  • 82,206 Points 50k badge 2x thumb
If you used any amount of tab (redeemed positive tab) to purchase the phone the 10% discount for 'no tab discount' would no longer apply. Had you bought the phone from a third party and brought it to Koodo there would have been no impact. I believe you were given another offer at time you first called in to inquire about it. 
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
Sorry but this is all Greek to me.

Why would I not continue getting the discount? I got no special deal on the phone nor were there any credits or the like applied against the purchase.

I was told that as "favor" the discount would apply for a year. This has not been done.

Are you saying that I should have bought the phone elsewhere and then used my old sim chip and then the discount would have continued ?
Photo of Bernard

Bernard, Official Rep

  • 82,206 Points 50k badge 2x thumb
You did get a discount. It was $25 from your positive tab. You changed tab types which meant and that is why the discount dropped. If you were offered the one year discount that should have been done. I can have someone look into that.  

As for your last question the answer is 'yes'. Carriers do not make money on selling the phones outright. If customers want to do that, indeed there many places where the purchase can be done. And yes, the discount would have continued. 
Photo of Chris P

Chris P, Official Rep

  • 1,188 Points 1k badge 2x thumb
Hey John! It looks like the discount was only offered to you on May 15th however, your bill cycle starts on the 12th of each month. Since your May invoice was already generated, the first time you will see the 10% discount will be on your June 11th invoice. The discount will be applied for a total of 12 months. 
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
Thank you for your help.
You don't say if I should have bought my phone elsewhere for the long standing discount to continue.
Photo of Chris P

Chris P, Official Rep

  • 1,168 Points 1k badge 2x thumb
Yes! Purchasing the phone elsewhere would have kept your discount going. The moment an upgrade is processed on the account the discount gets removed.
Photo of John Burkus

John Burkus

  • 130 Points 100 badge 2x thumb
There was no upgrade. The plan is the same both before and after the purchase. Koodo did nothing.
I took the sim card from the old phone and put it into the new one. What's the logic of charging the customer more because I bought the phone from Koodo? Did they make a loss on selling me a phone and now have to make it up by discontinuing the discount ?
Photo of Chris P

Chris P, Official Rep

  • 1,168 Points 1k badge 2x thumb
The 10% No Tab Discount was discontinued on April 19th, 2015 however, customers were able to keep it as long as they made no changes to their account. The moment you made a change by upgrading your device to the P20 PRO and used your positive 25 Tab points you were removed from that legacy Tab type which in turn removed your eligibility to the discontinued offer.
(Edited)