Charged for Data while new phone was in the Box - Will Koodo reverse the charge?

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Hi, I picked up a new Nexus 4 and got the 30.00 talk and text. The charge for data is outrageous, so I didn't want it. Needless to say the salesperson didn't turn it off while activating the phone, so between leaving the store and getting home, it downloaded 20mb of updates and a Chatelaine magazine. When I saw this, I immediately turned the data off. I've now got a 5.00 data charge on my bill. I know its not huge, but is Koodo customer service resposive to things like this? I've never used them before. Thanks!
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Todd Ouellette

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Posted 5 years ago

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Ahmad

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Yes, that's what customer service is there for; to help you! Just call *611 from your Koodo phone and explain your situation and they'll most likely be more than happy to reverse it. No guarantee though since it's really no one's responsibility but your own. Also, in then same call, you should request a data block on your account so you cant accidentally incur any data usage.
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Todd Ouellette

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Hi Ahmad, thanks for that very quick response!! Yes you're right it is my responsibility. Never thought to check it in the store. Lesson learned. I thought about the block, but after poking around here for a bit, it looks like I need to have data on for mms and adjust the apn to block internet usage?

Really wish Koodoo had a "reasonable" unlimited data add on as I'd definitely get it. Petro Canada was just 8.00 for unlimited. Thanks again!
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Todd Ouellette

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True I don't have the e-bill yet. Hey even the "unlimited" from Petro was limited :-)
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Timo Tuokkola, Mobile Master

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I don't think adjusting the apn setting will work on the nexus 4. LG phones in general have a tendency to revert back to the default apn settings, and IIRC, the nexus 4 doesn't have a multiple choice option for the apn type, just a text box.
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Todd Ouellette

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Thanks Timo. Haven't tried it yet but i was going to use the settings from the Chad Burr thread. You're correct, there is no drop down for apn type but you are able to type it in. I'll report back
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Todd Ouellette

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Ok I tried it . It does work, but when you reboot the phone it reverts back to the original apn. Just make sure to change it. With wifi off, I couldn't load a page in chrome, but was able to send a pic. I think I'll leave data off just to be on the safe side, but at least theres a way to send pics
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Chris Petersens

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Are you new to koodo? I actually don't think you will get charged for the data if you are new. When I signed up the rep said that koodo does allow at activation some room for data at no cost for transferring and setting up things. So, it never appeared on my first bill. I don't know what the amount of the allowance is though. Check your first bill.
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Todd Ouellette

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Yes I am new Chris. I'll check my bill when I get it and report back. That would be great if they do give you some lee way for that.
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Todd Ouellette

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Just got my first bill today and sure enough there is a charge for 5.00 for Data that occurred between me leaving the store and then taking the phone out of the box and turning the data switch off.

Sorry Chris, there is apparently no grace period for new activations. I'm going to call Koodo tomorrow and see if they'll re-bill it and take it off. I know its not a large amount, but i'd really like to get the money back for charges that I didn't even want or willfully incur. I never even touched the phone till I got home. The store associate did all the activation procedures and put it in the box.

Apart from their REALLY, REALLY, sucky data plan, the 30.00 a month talk and text plan isn't that bad, especially since 15% goes to paying off the Tab small. I really couldn't do much better with Speakout or Petro-Can, although I like the freedom of being in control of my usage.

$5.00 may very well keep me as a customer or see me leave Koodo. I'll report back
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Bernard, Official Rep

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Todd, is the phone under your name? I'd like someone to look at your account as what you describe sounds very strange and want to better understand what may have happened. Thanks for the post!
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Todd Ouellette

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Hi Jeffrey, Yes the phone is in my name. I just signed up on Sep. 27. I've never had Koodo before. I'm not disputing the charge. It was incurred under my name.

The only thing that peeves me, is that I had no idea I was using the data and it was the store that set up my phone.There should be a grace period of some time. I literally drove 15 minutes, opened the box and then when I realized the data was on, I immediately shut the data off. Meanwhile it racked up 20mb (which is a ridiculously small amount, like 15 floppys or so).

I don't blame the salesperson as they are busy doing a whole bunch of things to activate the phone. An easy step to miss.
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Timo Tuokkola, Mobile Master

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Very strange indeed. All brand new activations should get 10 days unlimited data automatically.
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Joey Giguere

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Usually if Koodo can verify that you've only used data upon activation, as in when they were setting it up at the store and you very shortly turned off data or put on a data block they're more than happy to credit you! Like the guys here have said give koodo a call tommorow or if you'tre from BC/AB you can give them a call right now via *611.
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Todd Ouellette

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Ok that s cool!!! Thanks Joey. I'm in Ontario, so I'll call tomorrrow morning. I just got it tonight. If what you say is true then that would make them #1 in my book :-)
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Todd Ouellette

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Wow!! Now that's Customer Service!! I just got an email from Koodo letting me know that they are crediting my account for the 5.00 data charge. I just wanted to thank everyone here for their responses and special thanks to Jeffrey Katz and Ashley at Koodo.

I know it wasn't a huge amount, but its refreshing when a company goes above and beyond to help the customer. Koodo definitely came through, I'll certainly be keeping them.

Consider this one "resolved". Thanks again!
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Todd Ouellette

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An explanation would be great Jeffrey. I know you don't advertise a data "grace" period policy. At least not one that I've seen, but it would be good to know what it is. Some posters have mentioned 10 days, 1 day, during activation, etc.
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Sophia, Mobile Master

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I think the data grace is something like 10KB or some ridiculously low amount, Todd :) Among many others, the Mobile Masters have been advocating very hard that this is not really 21st Century worthy and would like it see this upped to 5MB or even 10.... and we know Koodo listened (we tied them to a chair and made 'm listen)... we just don't know when/if anything will be done :D
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Todd Ouellette

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I agree Sophia, doesn't take much to blow through 10kb. (What is this 1982?) Hopefully they'll get off their old DOS computers and do something
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Bernard, Official Rep

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Hey Todd, so we looked at your account and indeed there was an issue. Somehow provisioning (ugly word but nothing better comes to mind) of your newly activated account failed to zero rate the first ten days for data. We looked to see if this is a broader problem. Luckily it wasn't, it was just a one off. I hope that explains things. Thanks for your business and for having faith in us! :-)
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Todd Ouellette

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Thanks for the explanation Jeffrey! Hey, These things happen, but more importantly thanks for correcting it. I have to say that I am very happy with Koodo and the service I've received :-) Thanks again!!
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Dian

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I had my data blocked with Koodo on my last phone, Nexus S and I really didn't like that. Nothing was ever updated and if I really needed it for a minute or two it I had to telephone Koodo. New phone, Moto G, and I'm a little wiser with the data and the horrible data rates. I turned off all the data on the phone myself, hopped onto Wi-Fi and now that is the only way that I update. You certainly use up a lot of data updating a new phone and this way it is free. No big $ surprises.
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delSol97

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You purchased a product and declined the data service. If the carrier or their representative (the salesperson) failed to provide you what you purchased (by not turning off data), then the fault is entirely theirs.

To suggest it is the purchaser's fault is typically "Canadian".
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Timo Tuokkola, Mobile Master

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He said he declined a data plan and didn't ask for a data block. It is the customer's responsibility to check in this case, which the O.P. agreed with. Regardless, had you actually read the rest of the thread you would have seen that the O.P.'s issue was resolved 3 months ago, and that he received his credit because his data shoudl have been zero rated for the first 10 days on a new account to prevent this exact issue.
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Todd Ouellette

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I'm the OP of this thread and Koodo went above and beyond to correct the situation. I'm very happy with their handling of it. A couple of weeks ago my daughter accidentally turned the data on and before I knew it, I'd racked up a 10.00 charge. When I called Koodo to block the data, they also credited me for 11.30. I didn't even ask for it, as I knew it was my responsibility. Now, that is customer service!!!!
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Zaphod Beeblebrox

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It's funny that this topic was answered 2 months ago and is still being commented on. Oh, and I am a hypocrite
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Ahmad

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Just so everyone knows, this is a very old thread that has been answered so there is no need to responses trying to "help" the OP as its already been resolved.

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