Charged twice

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  • Updated 2 years ago
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So my billing cycle started yesterday and I switched my plan and ported my old number(from fido) to my Koodo account, as well as setup my pre-authorize payment with my credit card. Just saw my bill today showing I'm getting billed twice for the current cycle. Any idea what's happening? I've been on the line for an hour now to talk to a CSR and still waiting. I'll try here and then call them up again sometime this week if I don't get the answer. Thanks everyone!
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marlouiegene18

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Posted 2 years ago

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David, Mobile Master

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Your first billing period is pro-rated from when you signed up to the billing date. You are also charged services for the upcoming month in advance This occurs when anyone signs up with a provider. Similarly, when you change a plan,  both the old plan and the new are pro-rated for the portion of the month they were active. Here’s link for you describing the process. 

http://help.koodomobile.com/my-bill/c...

Then go to "charges on my first bill"

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marlouiegene18

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I understand what you mean but I change something on the first day of my billing cycle(which was yesterday, not my first billing cycle). Does that mean I get charged for the entire month with the old plan + the new plan. That's what's happening on my bill right now. Shouldn't it be prorated to one day of use from the old plan + a prorated to the new plan? Thank you so much in advance!
(Edited)
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marlouiegene18

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So i went and download a pdf of my current bill. Seems like I'm getting billed full value(instead of prorated) from my previous phone number even though i only used it for the first day and then another full value with my current number that i ported in. My guess is that it is something i need to call CSR for to double check what happened.
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Bernard, Official Rep

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We just uncovered an issue that affected a handful of customers where payment may have been incorrectly deducted twice. Can you pls send us a private message on Facebook so we can look at your account?

Do you see $38.76 twice on your credit card? 
(Edited)
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marlouiegene18

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The $38.76 is from the previous plan which is fine.

It's the current bill. My plan is $48 + $2(iphone Visual Voicemail).
(Edited)
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marlouiegene18

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I belive is that this is what happened. Seems like a glitch on the system. An official Rep from here was able to resolve the issue. https://community.koodomobile.com/koodo/topics/i-port-the-my-old-number-just-after-billing-cycle-dat...
(Edited)
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Bernard, Official Rep

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That plan ($48) is not available in your province in Alberta Marlouie. You will need to switch to an in market plan within the next 7 days.  
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marlouiegene18

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I go to University of Saskatchewan Residence(it's my first year). I have only put my address to my parents house because i have not updated my address yet and wanted to pay my bill with it. I ported my # because i wanted to keep it as i everyone knows that that is my number.
(Edited)
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Bernard, Official Rep

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You have to have a Manitoba number to keep the plan Marlouie.