Charged minutes for OUTGOING call I did NOT make

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  • Updated 3 months ago
*  Prepaid plan with Talk Booster.  Charged minutes for OUTGOING calls I did NOT make. 
  
*  HOW TO STOP THIS? 

*  Always to same number:  778-580-4001. 

*  Checked online and people on internet are saying this number belongs to KOODO SPAM. 

*  I rarely use minutes to make calls AND this charging of PHANTOM outgoing calls are using up my prepaid minutes!

*  Also do I get charged minutes for INCOMING CALLS?

*  Also do I get charged when INCOMING CALLER "leaves" a "voicemail"?

*  The 778-580-4001 displays on my phone as MISSED CALL but also as having a VOICE MAIL from that number.  NO RECORDING when I check voice mail from a LANDLINE (to AVOID minute charges on my phone) ... just DEAD AIR for the "voice mail" left from 778-580-4001.
  
*  VERY UNHAPPY and FEELING CHEATED. 

*  Just noticed because I did NOT make any outgoing calls this month BUT noticed that my minutes were being charged.  That's how I found out.  Been going on awhile (in previous months as well).

*  I NEED TO TRUST that Koodo charges me correctly!!

*  Can I get my minutes ADDED BACK ON to my account?

*  Please help!  Thanks!
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Puzzled

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  • Cheated, Can't Trust Koodo Billing

Posted 3 months ago

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Dinh, Mobile Master

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hi Puzzled,
The number 1778-580-4001 is Koodo voicemail number. Have you tried to checked your voicemail previously?. If you hit 1 (voicemail) your phone would call the voicemail number.

Normally, when you had a voicemail, the number might popup as a "call service" on your phone.

I think the minutes that you used to call your voicemail were counted toward your account minutes.

Incoming minutes were counted toward your total minutes.
(Edited)
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Puzzled

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Hi Azure:

Thanks for your reply BUT:

1)  I ONLY use my landline to check for voice mail so that I do NOT incur minute charges for using my cell phone to check for voice mail.  Meaning this:  I have NOT pressed "1" on my cell to check for voice mails as I know that using my cell phone will cost me minutes for the outgoing call.

2)  Given that I use my LANDLINE to check for voice mail THEN am I being charged for the 1 minute to connect to my voice mail EVEN THOUGH I am using my LANDLINE to check for voice mail (ie. being charged for INCOMING CALL because obviously my cell will ring before it connects to voice mail in order for me to check voice mail via my LANDLINE).

3)  Also ... do you know the purpose of the 778-580-4001 Koodo call to my cell?  

There is DEAD AIR when I check voice mail AND all it's doing is causing me to be charged for minutes I do NOT use.  On my bill it's being charged as OUTGOING call NOT INCOMING call.

Again, I made ZERO calls from my cell and only checked voice mails via my LANDLINE so in this case if incoming calls are charged the bill should stated INCOMING and NOT OUTGOING call.

Please recall how I discovered this problem ... made ZERO outgoing calls this month BUT noticed that my minutes were charged for OUTGOING calls to Koodo's 778-580-4001.  This has been going on for months (when I discovered problem I went back as far as I could to check my bill).

Note:  Only by checking voice mail can I make the "notification" for the voice mail disappear from my phone.  I sometimes get "multiple" calls from the Koodo 778-580-4001 in the "same" day.

It's already annoying to keep checking for "dead air" voice mails from the Koodo number BUT even more so now that I just noticed that I'm being charged minutes for PHANTOM OUTGOING calls to the Koodo number.

Thanks again for your help.  Can you or anyone else provide further help in making this STOP?
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Dinh, Mobile Master

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Can you post a snapshot of your bill showing the "phantom" outgoing calls to 778-580-4001 (delete all personal information)? what did it say next to it? if it was a viocemail retrieval, it should state so.

The number is part of the voicemail system I don't think you could block it. If you think it doesn't work or something was wrong, I would suggest you contact Koodo directly through calling or messaging to their facebook. The agent there might know more and be able to reset voicemail to make sure it doesn't happen again.

If someone called you, but they hang up right after the voicemail prompts, you would receive a voicemail notification but there would be nothing there.

I would also suggest you do a reset network settings, just to make sure nothing wrong with the network on your phone.
(Edited)
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Puzzled

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Hi Azure:

1)  Here is what my bill looks like (I'll list HEADING & then WHAT'S UNDER that heading):

CALL TYPE:  Outgoing Call

ORIGINATING #:  My number is shown

DESTINATION #:  7785804001

ORIGINATING LOCATION:  All

DESTINATION LOCATION:  BC

DURATION:  A time given in minutes & seconds (eg. 0:04:33)

USAGE TYPE:  Minutes

CHARGE:  $0.00


2)  What do you mean by RESET NETWORK SETTINGS?  Is this something I do ON MY PHONE or Contact KOODO and ask them to reset my network settings?

3)  Does calling or emailing Koodo to reset voicemail cost anything?  Don't want to pay $5 or $10 service fee just for calling or emailing them to reset voicemail.  Can I reset voicemail myself?  I'm on Prepaid Plan.

4)  I ALWAYS check voicemails from my LANDLINE as I understand this is a FREE service?  NO minutes should be charged if I call my cell from a LANDLINE to check for voicemail?

Thanks!
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Dinh, Mobile Master

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Puzzled,
1,4: A pdf screen capture is much better, as it was the one that you wanted to dispute. However, it looked like that call was registered as a normal outgoing call. Koodo won't charge you for disputing the bill. Where did you get the notion that they will charge you for it?

2,3: What phone are you using? you can reset network settings in the phone by yourself. However, for voicemail reset, you need to call Koodo. The problem could be also from your phone. Was it from Koodo? As David mentioned, you could accidentally set forwarding calls to voicemail. We don't know the exact cause yet.
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Puzzled

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Hi again Azure,

*  PDF Screen capture:  sorry ... very technology challenged.  No idea how to do that.

*  Koodo Charges:  Not sure what services Koodo will charge or not charge for ... when I checked online to look up emailing or calling them there was a list of items that were free to do on the Self Serve account AND a list of items which were going to be charged service fee for contacting Koodo via email or phone.  I wasn't sure if my problem fell into the free or charge category.  I did not want to call Koodo with a problem that could be fixed on my side and then have them charge me for emailing or calling them.

*  My phone:  Samsung Galaxy J3 (2016) Canada ... bought from Costco, Canada ... just needed a basic phone since I only text (rarely) and for emergency calls (even more rare).

*  Network Reset:  any idea how to do for the above noted phone?  Any consequences to resetting network?  Will I "lose" stuff (eg. photos, videos are what I'm mainly concerned about).  Tks for your input!

*  I think I will top up my prepaid service this month AND see IF I can "disable" the call forward function.  Hopefully, the fix is as simple as that.  

Unfortunately, when I checked, my phone showed all 4 Call Forward options going to the Koodo 778-580-4001 number.  

I was NOT able to "disable" the call forward on any of these 4 options.  

I HOPE that I will be able to "disable" if I "top up" my account so that the account is active.  Not sure if that's why I can't "disable" the call forwarding.

*  Any idea why calls from Koodo 778-580-4001 keep coming in?  Why is Koodo calling me?

*  Again ... thanks to you (Azure) AND David for all your time.  Appreciate your kind help!  Hopefully you have some more answers for me.  Sorry to take up so much of your time but your expertise is gratefully accepted.
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Dinh, Mobile Master

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@Puzzled:
The basic rule of the charge with calling is: you are only charged for something you could do it yourself. If you cannot do it in the selfserve, there should be no charge. You could call them and ask nicely, they should help you to check your account. If you don't want to wait on the phone, you could also use facebook messaging.

Here are the steps to reset network settings for the J3. You might have to reenter your wifi password but you won't lose any "hard" data with the network reset.
  1. From a Home screen, navigate: Apps > Settings > Backup and reset. These instructions apply to Standard mode only.
  2. Tap Reset network settings.
  3. Tap RESET SETTINGS.
You should also check if there is an update for your phone. Settings --> About phone --> Update...

Again the number is koodo voicemail system, it "called" when there was a voicemail or you checked your mailbox. In your case, there were something wrong. I wasn't sure if it was your phone or Koodo voicemail itself. You need to call Koodo and ask them to check so you could avoid any charges next month. If the problem wasn't from your phone but koodo voicemail, you could ask them to compensate for the minutes.
(Edited)
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David, Mobile Master

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*  Also do I get charged minutes for INCOMING CALLS?
Yes, incoming or outgoing.

Check your call forwarding options in your phone. If any are active, you will be charged minutes for call forwarding the cal, even if it is to your voicemail number.

How are you accessing your voicemail - by your phone number, or by Koodo's VM number which you are now aware of?
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Puzzled

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Hi David,

1)  Check call forwarding options:  Is this something I do on my phone?  Not from my voice mail account?  Please clarify.  Thanks.

2)  I tried checking forwarding options on my phone BUT it doesn't seem to be able to "Disable". After the phone goes to this page it shows the Koodo 778 number.

Am I not able to "disable" because my Prepaid Plan has "expired" and I have yet to pay for the current month?  In order to "Disable" the "forward" function on my phone I'm assuming I need an "active" Koodo account?

3)  I've been holding off paying the current month payment UNTIL I get this Phantom Outgoing Call situation figured out.

4)  I ALWAYS use my LANDLINE and CALL MY CELL NUMBER to check voice mail.  After phone finishes ringing and goes to voice mail I press the * button and then enter my password.

5)  If I call or email Koodo for this matter do you think they will charge me $5 or $10 service fee?

6)  What about contacting Koodo through facebook?  Is there a service fee?

Thanks!
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David, Mobile Master

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1) Yes
2) Depends a bit on the phone. However, if the numbers for each of the 4 choices of call forwarding is the Koodo number 1778-580-4001, you may not be able to delete them.
3) Once your 30 days expires, you won't be able to use Good services until you top up.
4) Thanks for the clarification.
5) No
6) No
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Puzzled

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Thanks David.

2)  YES ... all 4 options of call forwarding is the Koodo number 778-580-4001.  

NEW QUESTION:  Do you know if it's possible to delete call forwarding FROM the VOICE MAIL account if I log into my voice mail account (eg.  use landline & dial my cell number, let it ring until it gets to voice mail, press *, enter password THEN is there an option to NOT CALL FORWARD?).

Sorry for all the questions.  Appreciate your help!
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David, Mobile Master

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Re: NEW QUESTION. No, call forwarding is managed entirely on your phone.
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Puzzled

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Thank you.  I will try and "disable" again once I "top up" my account and see if that works!   Crossing my fingers!  :-)  Thank you!!!!
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Puzzled

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Hi again David,

I just wrote a long comment to Azure's post above.  Please read and answer if you have the time.

Many thanks!
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Puzzled

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SORRY ... FORGOT TO MENTION:

I "call blocked" AND "text blocked" Koodo's 778-580-4001 Voice Mail number. 

Do you think this will help OR make my situation worse?

Thanks!!
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Ray

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When someone calls your Koodo number and you don't answer it, the call will go to voicemail. Whether or not the caller leaves a message, these calls will show up in prepaid self-serve as outgoing calls from your number to voicemail, with a charge of $0.00. Such calls should not deplete your talk booster minutes - if they do, you should contact customer service to get it corrected. 
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Puzzled

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Hi to Everyone who has helped me on this issue.  I've topped up my self serve account and will keep an eye on what's happening with my minutes.  Greatly appreciate your time in helping me! Noted all your suggestions re: contacting Koodo. Again ... many thanks!