Billing glitch

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  • Updated 3 weeks ago
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Hello,

I'd like to know if anyone has experienced a similar situation to mine, and how (if possible) it was resolved.

My wife and I activated our Prepaid accounts around two months ago using my father-in-law's credit card, while I was waiting for mine to be issued. He also has a Prepaid account, and he is registered for automatic top ups. When I received my new credit card, I updated the card information in my account and my wife's, and we also signed up for automatic top us, leaving my father-in-law's untouched. We double checked to make sure everything was in place in all accounts but, to our surprise, the three top ups were billed to my credit card by the end of May. He had to get his card renewed during June, and he then updated his account with his new credit card's information. By the end of June, we realized that the three top ups had been charged to his credit card, and I didn't have any charges in mine. So, does anyone know what could be going on here? I called Customer Support around a month ago to report the issue and I was promised they'd create a case, but I never got call back from them.

Any help would be greatly appreciated.
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joseph_1986

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Posted 3 weeks ago

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Dinh, Mobile Master

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hi joseph,

I saw a similar post here. I think it might be your father-in-law. If you already contacted Koodo about the issues, I would suggest you follow up with them. I would send a message to Koodo facebook (https://www.facebook.com/Koodo) to ask about it. (to avoid the wait on phone).

How many credit card can you register in your selfserve? Have you completely removed the previous card? or you just added another one?
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joseph_1986

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Hi Dinh,

Thank you for your reply. I've just emailed Koodo, so I'm hoping to hear from them soon. In regards to your question, I replaced my father-in-law's card with mine as soon as I received it. There are no records (and never were) of my card in his account, and none of his left in mine, which makes it odd.
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Dinh, Mobile Master

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It would be hard to know the exact cause. I would wait for Koodo response and see what happened.

In the mean time, I think you could try to remove all the cards from 3 accounts and pay manually for one month. If you don't see any automatic payment after that, then the issue might be gone by itself. After that you could readd the credit cards as pre-authorized payment.

By the way, they are having a promotion for prepaid plans. You might want to have a look at them also.
(Edited)
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joseph_1986

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Thanks for the info. I've deleted and added back the credit card in my account and my wife's, so hopefully that will do the trick.

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