Can Koodo notify when there a problem with pre-authorized payments please?

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About a month ago my bank changed my credit card (including a number). I've updated number in most places, but apparently forgot to update it in Koodo. Today I've received a bill from Koodo for two months, including a fee for late payment. I was never notified about a problem with pre-authorized payment I've setup with Koodo. So is that a bug or a missing feature? In a mean time I've cancelled pre-authorized payments, this is frustrating.
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Sergey

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Posted 4 weeks ago

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Mark Burton

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Totally your fault according to Koodo customer service, Happened to me as well only I never caught it a soon as you did. At $200 they deactived my phone. I only found out there was a problem when trying to call out from hospital when visiting my wife who was in hospital for over a month and had 2 operations during that time. Trying to work, look after 4 kids at same time. I slipped up and didnt change card number on Koodo account.  Your credit rating takes a hit because they report to the credit bureau. It was my only issue in over 20 years. My credit card company cancelled my card  because of bad rating and my mortgage company would not renew my mortgage. I never missed a single payment or was late ever with a payment. Koodo screwed me big time. Never got email or any other notifications, It was still my fault and I am still paying the price.  I feel your pain. Check your credit rating and you will see what I mean. I feel its a flaw in their system but they benefit with extra charges so dont think they will fix it unless we make enough noise.
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Sergey

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Sounds like fun way to loose customers! Can we have any response from Koodo representatives?
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Bernard, Official Rep

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Without looking at your account it's not possible to get all the details Sergey. We do have reminders sent to customers whose credit card is about to expire. When people change cards and we don't know about it, when we don't get payment, reminders are also sent. At first on the e.invoice (on the second missed payment), and subsequently followed up by an SMS  and an automated call. 
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Dennis, Mobile Master

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I believe that is the issue Bernard.  That since pre-auth payments are taken prior to the due date of the bill, shouldnt Koodo notify (actively and not on the next ebill since by then the late fee has already been incurred)that the pre-auth failed?
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Mats

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It is a bug/flaw/just plain wrong with that system if they don't notify you that a pre-authorized payment didn't happen for whatever reason.
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David, Mobile Master

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That's one of the reasons I choose not to do pre-authorized payments. While the convenience is there, the certainty is not! By receiving a monthly bill which I review before making an online banking payment, I have an assurance that the bill is what I expect, and my bank allows delayed payment, so the funds are sent from my bank 3 days before due. I also get a readily accessible record of payment, which I see any time I access my online banking. It takes a few minutes each time a bill arrives to my email.
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Laurie

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Well I am glad I read this. About a week ago I went into my bank and got a new debit card (visa debit) as my old one was not working properly. The number on the new visa debit is now different. I thought that it wouldn’t affect any Pre-Authorized Withdrawals that I have as they are all set up with my actual bank account information (bank account and transit numbers) and not the number on the debit card.

However, after reading this post I checked the banking information on file with Koodo and it is the number from my old visa debit. I totally forgot Koodo does it this way as it is the only company I deal with that the payment information is set up with the debit card information rather than my actual bank account details. I will update my info with Koodo as my automatic payment is coming up Apr 8th, but before I do is there a way to set up my automatic payments with my bank account and transit number rather than with the visa debit number? I can’t see an option other than visa debit or credit card. My banking information never changes, but my visa debit number does on occasion such as when a replacement card is issued.
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Timo Tuokkola, Mobile Master

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Still working as far as I can tell, although it's still on the old site. Don't want to mess up my own pre-auth payments by actually submitting the changes though.
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Bernard, Official Rep

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Not sure how many people have left where the banks haven't replaced their old cards. So yes, we will have to look at whether we combine things and add Visa Debit to pre-auth credit card page. 
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Dennis, Mobile Master

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My RBC debit card is not a Visa Debit nor a Debit Mastercard.  I didnt know I had the option to switch as no one from RBC has asked me to
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Bernard, Official Rep

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Yeah, I didn't ask for mine either. They just sent it. 
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Dennis, Mobile Master

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Im not even sure I would want one.  A lost credit card is protected against fraud.  What happens when my debit card gets stolen and my bank account is drained from credit card purchases?