can anyone tell me how to avoid being redirected to directory assistance when dialing a toll free number?

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When I tried to call a toll free number I was redirected to some kind of directory assistance and told to hit 1 for more info. Then I am informed there was a $4.99 charge. I cancelled but on receiving my bill today there is a 4 event charge on my data for $20.00 How can this happen? how do I avoid being caught again?
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mbromilow

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  • ripped off

Posted 4 months ago

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Dinh, Mobile Master

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hi mbromilow,
Can you tell more about the "toll free number" you dialed in the first place? who did you call? They could be the one forwarded you to 411.

And have you checked if it was a 411? 411 fee is $2.5 for each not $4.99
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mbromilow

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The toll free number was 1-888-937-8538 which is Westjet . the number on my phone for one call appears to be 1- 416-646-3000 but there are no details on my Koodo bill and no record of that number in my call list. The $4.99 charge appears in the data sms section of my bill as four events with no other details
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mbromilow

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My original question still remains unanswered...practically how will this scam operator receive it's bogus fees from Koodo.. .and more importantly is it ethically right for Koodo to assist them in defrauding Koodo customers by collecting and remitting the fees for them.
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Dinh, Mobile Master

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They are calling it third party charges. It should be somewhere in your postpaid contract. You could search the web and see. An example of explanation is here https://www.telus.com/en/bc/support/article/managing-3rd-party-charges-on-your-mobility-bill
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Mats

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It sounds shady. Like you mentioned if you pay the bill the money goes to Koodo. How does the money get to this other company from Koodo? I do think that in some way Koodo has a responsibility to not let this happen. Then again you somehow managed to call them 4 times 1 day and then 11 the next. Plus you may have been calling the wrong number as Bernard says. You only incurred 4 charges when you knew they wanted a service charge so maybe you're lucky.
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Mats

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It sounds shady. Like you mentioned if you pay the bill the money goes to Koodo. How does the money get to this other company from Koodo? I do think that in some way Koodo has a responsibility to not let this happen. Then again you somehow managed to call them 4 times 1 day and then 11 the next. Plus you may have been calling the wrong number as Bernard says. You only incurred 4 charges when you knew they wanted a service charge so maybe you're lucky.
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mbromilow

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Lucky? I have spent a great deal of ireplaceble time trying to sort this out as have all of you who have also given generously of your very precious limited time in this world...clearly we are all victims of this scam... also is there any profit for Koodo in participating in this scam fee collection service?
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mbromilow

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Usage charges Free airtime refers to non-chargeable minutes that are not part of your included minutes, and may include bonus minutes, evening and weekend calling, *611 calls. etc. Long Distance - Domestic Phone $0.00 Free 151:00 (MIN) Total used 151:00 (MIN) Text Msg - Sent $0.00 Total used 43 (Msg) Text Msg - Received $0.00 Total used 60 (Msg) Application Purchase $19.96 Total used 4 (event) Data Usage $0.00 Total used 75.750 (MB) Local Airtime - Phone (minutes) $0.00 Included 96:00 (MIN) Free 235:00 (MIN) Total used 331:00 (MIN) Total usage charges ................................................................................ $19.96

there are no charges on the airtime portion of my bill just a list of all my calls all of which are free of charge.
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Mayumi, Mobile Master

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 There is "Application Purchase $19.96 Total used 4 (event)"
Did you subscribe something or  enter some kind of free trial...etc?
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Dinh, Mobile Master

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@mbromilow:
This is the summary of the bill, not the bill details. You could see the detail in the pdf bill on the right of the billing area.

The pdf bill should include when the"Application Purchase $19.96"  was charge and which event triggered it.
(Edited)
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mbromilow

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i have not installed any other apps however samsung pay is automatically installed through updates but i have never enabled it. I have tried to contact samsung pay but they say to clear my cache on my phone but cannot provide any details of how this happened or how to avoid it or any transaction records. It may be a hack that somebody figured out, if so I hope their share price falls to the lowest ever to reflect poor performance of their products.
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mbromilow

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From reading some other threads it seems this is happening to others as well based on the $4.99 per charge. no one seems able to figure out what is going on. are there any others having this same problem out there?
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Dinh, Mobile Master

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You could find a similar case here.
https://community.koodomobile.com/koodo/topics/in-my-last-bill-application-store-service-extra-charg...

However, as I mentioned, you need to find the detail bill and find when and how that charge occurred. If you want to dispute with anyone, you need those information.
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mbromilow

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Exactly... but it appears there is no way to trace how the charge was incurred or for what service. no one else has access to my phone...I have no enabled pay systems...i don't buy anything with my phone... and it seems Koodo can't show any evidence that any charges were actually incurred...a charge on my bill with no other info is just wrong!
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Dinh, Mobile Master

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It should show up in your pdf bill. Have you tried to download your bill? The one that you showed me was a summary. The actual monthly pdf should have that information.
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mbromilow

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Application purchase is the only reference to these charges no other info anywhere on the pdf ...yes I have downloaded the bills and the info I posted is copy and paste from the PDF,  that is all there is...
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Dinh, Mobile Master

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Then I would suggest you contact Koodo directly and ask for the source of the charge. You could call (611) or send message to their facebook.

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