Billing Issues - Resolution by e-mail

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I sent an e-mail to customer service almost two weeks ago contesting charges to my account. I have yest to hear back from anyone. It said I would receive a response within 2-3 business days. How long does this usually take?
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jj

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Posted 1 year ago

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Ranjan, Official Rep

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Hi JJ - which address did you send the email to? Typically response time is 2-3 business days, but it can take longer during busier periods.

If you'd like, we can try to assist you here without getting into any persona/account specific information. What was your dispute about?
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jj

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Several months ago, I spoke to a customer service rep regarding issues with receiving picture texts. (included in my plan). They said that in order to receive them, I had to turn on my data. He also mentioned that it was the only way and that I would have to contact customer service to reverse the data charges. The invoices dated June 25, July 25th, October 25 and November 25th all had $5 data charges due to picture messaging. 

Also, while travelling in the US this summer, I got lost and added a $40 US data package so that I could access the internet for directions. It never worked even though I texted customer service and they texted me back saying that it should be working. I followed their instructions and was still unable to access the web. The invoice was dated August 25th.  That charge was $40.

Thanks for looking into this.
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Melissa, Employee

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Hey JJ! I see that you spoke with someone in August 2015 about the picture message issue. I don't see a call or email that was placed/sent to us since then.

I just wanted to clarify a bit how picture messaging works.  To send & receive picture messages, a data connection is required on both phones. Koodo doesn't charge for the data used in sending & receiving picture messages.

While data is turned on there is a possibility that other apps use  data, such as your email checking to see if you got mail, the weather app, a Facebook notification, etc. 

We do not offer credits for data usage charges resulted in other applications using up the data.

We currently have a $2 monthly add on that customers can choose which blocks the data completely and only allows MMS messaging.  This can be added on through self-serve. 

Regarding your roaming package, I don't see that you have the free data roaming feature provisioned on your account which is why you weren't able to use data.  We also don't offer customer service through text.

I wish that we would have had the opportunity to address things earlier. Please send us a private message through Facebook or Twitter if you would like to discuss further as this is a public forum and we will be able to provide more information. Please also include the link to the conversation in your message.  Thank you!

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jj

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Hi Melissa,

Thank you for your response. I am disappointed that the message I sent a couple of weeks ago through the Koodo website was not recorded anywhere because a message appeared saying that my message had been sent and that I should expect an answer in about 2-3 days. (I don't recall the exact message verbatim)

I realize that Koodo does not charge for the data used in sending and receiving messages but that is my reason for contesting the data charges. I have never downloaded any apps to my phone, (besides the one that the Koodo kiosk rep downloaded for Koodo services which I then deleted), location is turned off and the only time I turn on the data is when I need to retrieve a picture message. As per your own representative, I was told that the only way that picture message retrieval would be possible is if I turned on the data and then rebooted the phone. I have always done so only to retrieve my messages and then immediately turned off the data. It was the Koodo representative who informed me that unfortunately, this is the only method that would work for picture message retrieval. When I asked him if I would have to call each month to have the data charge cancelled, he told me yes. The four months that I am contesting the charges, the data usage was .321MB, 2.104MB, .359MB and .320MB. Given these amounts, I feel that it is pretty clear that I did not use my data. If there is something running behind the scenes in my phone, perhaps the technician should have explained this and we could have trouble shooted this instead of all of this hassle. I trusted the experts. I also don't think that I should have to pay $2 for a service that blocks data when I don't use it at all. 

Also, in regards to the roaming package that I ordered, when I crossed into the US, I received a text on my phone informing me that if I texted a specific word back, I would have access to a data plan. I did so and it did not work. I texted back and despite your comment about not offering customer service by text, I received a text from someone at Koodo, whether it be customer service or technical support, suggesting that it should work if I rebooted my phone. Again, I can only trust the phone experts and as you mentioned " I don't see that you have the free data roaming feature provisioned on your account which is why you weren't able to use data".  Why in the world do you send your clients offers and then charge them for services that will not function. That is not fair to your clients.  

I request that someone look further into this because as a long standing customer, I have always trusted that as a company, Koodo acts in good faith with their customers. I trust that this instance is no different.

Thank you.


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Melissa, Employee

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Hey JJ! As mentioned on my previous message, please send us a private message through Facebook or Twitter if you would like to discuss further as this is a public forum and we're limited with that we can discuss for privacy reasons. Thank you.