Charged for toll-free and did not exceed my monthly minutes

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  • Updated 2 years ago
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  • (Edited)
So I received a $10 charge for calling this number (1-844-203-5360) which is TD insurance. When speaking on the phone with customer service, I was told that this number is not free. I was charged $10 and I did not exceed my monthly minutes. They knocked the charge down to $5 but I am still wondering how can I toll-free number cost money?
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Dave G

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Posted 2 years ago

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Chadwick, Mobile Master

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I cant speak on why you were charged unless u can post a screenshot of page 3 of your bill from self serve. BUT, if your able to, and can get on Skype, or Google hangouts. you can make free calls to any number. So it should save you some charges. Maybe that number is not Toll-Free for some reason. There are a few 1 8** numbers that are NOT toll free.

Best of luck
(Edited)
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Chadwick, Mobile Master

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I cant find the number you listed on their website. Do u know the name of the charge beside the 10$?

Here is a number for you next time for TD Insurance
1-866-361-2311
Here is the link i got it from
https://www.tdinsurance.com/customer-...
(Edited)
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Chadwick, Mobile Master

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ahh the french number im not sure. Well you may have to contact customer service so they can explain exactly what the charge is related to. You can also email them through self serve if your not in a rush to get an answer. Should be 24-48hrs for a response.
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Mayumi, Mobile Master

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Also, toll free means it doesn't cost you long distance charge.
If you use toll-free number from your landline, it's free call.
But if you call toll-free number from your mobile phone, it uses your airtime minutes.

I'm not sure of $10 charge if you did not exceed your monthly minutes tho.
(Edited)
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Dave G

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Yeah, I had found other questions where that was the answer but in my case, I am very curious because I was no where near exceeding my minutes. I hardly ever use my phone to speak with people (or automated machines). :D
(Edited)
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Dennis, Mobile Master

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So Koodo knocked it down to $5? What did Koodo say the charge was for? Did the say it was for long distance? Did they say it was for going over your anytime minutes?

How many minutes was the call on your detailed pdf ebill? What rate were you charged?
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Dave G

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The bill says:
Local Airtime - Phone (minutes)$10.00
Included 70:00 (MIN)
Free 68:00 (MIN)
Additional 20:00 (MIN)
Total used 158:00 (MIN) 
But I never went over my monthly minutes (200). It all sounds very dubious to me. I did change my plan to 200 to 500 minutes midway through the month but my total minutes were 158.
(Edited)
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Timo Tuokkola, Mobile Master

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When you change your plan your minutes get prorated. e.g. If you change from 200 minutes to 500 minutes exactly halfway through the month, you will have 100 minutes for the first half and 250 minutes for the second half. These minutes are not pooled. If you go over your alloted minutes for either half of the month you will be charged overage.
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Dave G

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That's a harsh fee considering minutes probably cost Koodo fractions of a penny and I didn't exceed my monthly minutes even on my old plan. I'll be more careful if I ever switch plans mid-month again.
(Edited)

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