Billing problem.

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Need shockproof billing. Signed up for $55 plan 6gb data and 1000 minutes of free international calling. My bill is currently $180 after 1 month and 2 weeks of usage. My bill should be 2×$55 × 13% hst. Also my plan shows 4gb data. Please look into this my number is 416-737-1940. I won't be calling customer service because the wait is 1 hour.
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Dereck

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Posted 1 year ago

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Ivan, Mobile Master

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It's clear that you were put on a wrong plan if it says 4 GB instead of 6, so your overage would be data overage + proration for the first partial and first full bill.

An employee here will eventually be able to look into your account, but they may need additional information from you. If you don't want to call in, please contact Koodo via Facebook or Twitter message - the links are at the bottom-right of this page.
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Dereck

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The easiest way is to file a CRTC complaint form. I will get a call and resolution.
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Ranjan, Official Rep

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Hi Dereck - with regards to your rate plan, the monthly amount is regularly $65/mth, but you're eligible for a BYOD promo which gets you a $10/mth discount for 12-months. This promo is supposed to kick in by your 2nd or 3rd bill - which should have been communicated at the time of activation. Seeing as your second bill was just issued, I would wait until next month, and if you still don't see if, let us know and we'll look into this with you.

With regards to your current balance. This accounts for your first two invoices - we haven't received any payment from you yet. So your most recent bill issued on Feb. 1 accounts for your first and second bill. The bill includes your monthly plan charge (which is in fact $65 for now based on the explanation above), pro-rated charges (for the number of days the phone was active before your first full month kicked in, i.e. Dec. 29 - Dec. 31), plus long distance charges incurred on your latest bill.

With regards to the bonus 2GB on top of the 4GB you get with your plan, I don't in fact see this added. If you send us a private message through Facebook, one of our agents will validate you as the account owner and look into this with you. Please reference this thread so they have all the details.

Hope this helps.
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Dereck

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I appreciate the response, however, the numbers don't add up. 65×2×13% hst =$146 + 7 days of usage $34= $180. Not only am I being charged $65 instead of 55. I'm being charged $34 for 7 days of usage. I don't have Facebook. I am not interested in getting Facebook so I can contact customer service when customer service can easily reach me on my phone. I should have went with Virginia mobile. Out of my friends I'm the only one that went with Koodo and the only one with billing problem.
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David, Mobile Master

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You really should download and review your detailed PDF invoice, rather than guessing what your billing is.
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Ranjan, Official Rep

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I went over the math and everything does add-up, Dereck. If you download and review your PDF eBill from self-serve, you'll find all the details on pages 3 and beyond.

The one thing I'll point out is that you were only charged $13 for 6 days of usage, not $34 as you said. There is however a $15 charge for long distance on your latest bill that may be confusing things.

With regards to the $10 discount, as mentioned, this should have been made clear at the time of activation, but there's a chance the Wal-Mart rep didn't go over this with you on Boxing day, so sorry if that is the case. In any event, you will indeed get 12-months of service with the discounted rate once it kicks in.

Lastly, with regards to Facebook - your prerogative and I can respect that. I'll see if I can get the fix made on our end without you having to create an account. We want to do what we can to keep you from Virginia :)
(Edited)
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Ranjan, Official Rep

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FYI - the bonus 2GB have been added to your account and should be visible when you check self-serve.
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Dereck

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Hi. Thanks for doing that. I spoke with customer service and I'll wait for the third bill to show the credits. However. Sophia cannot see where I'm getting 1000 minutes of free long distance from so I'll have to go back to the store I got the plan from to speak to them directly. The call to the US was suppose to be done through hang outs dialer. But it went through the phone dialer. She offered to credit the charge but I declined since it was a call I actually made. Thanks for your help. My idea of a good phone service is where I don't have to speak to you and you don't have to speak to me. :)

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