Charges for outgoing texts.

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My daughter got a new phone and now she is suddenly being charged for outgoing texts. The clerk at the store made absolutely no mention about being charged for outgoing texts. On her previous plan she had unlimited messaging and I had requested the same plan which they refused to give me. The plan we signed up for had slightly more data for an additional $2/mo otherwise it was our impression it was the same. Not sure if this is a billing error or a deliberate attempt to mislead us.
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Marianne Rankin

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  • I am so frustrated with this company.

Posted 3 weeks ago

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Paul Deschamps, Mobile Master

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What do you mean they refused to give you a plan with unlimited texts? Did you get a new phone on a tab and if so what size tab and what plan exactly? Did you choose a tab that gave you a cheaper price for the phone you got?
(Edited)
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Dennis, Mobile Master

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I would go into self serve and download your detailed PDF ebill to see what those text charges are.
All regular koodo talk/data plans have unlimited texting
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Timo Tuokkola, Mobile Master

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Except for the data only plan.
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Mats

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Log in to self serve and click on mobile services. That will show you what plan you have. As Dennis said all plans have unlimited texting. If she was roaming she would be charged. Look under usage and messaging in self serve to see why you were charged for texts if you were.
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Paul Deschamps, Mobile Master

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Keep in mind unlimited texts do not include premium texts.
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Bernard, Official Rep

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@Marianne, which store was this? I would suggest to give them a call talk to the store manger. I don’t think there was an attempt to mislead, but there maybe some confusion. It sounds like your daughter signed up for a data only plan. This has no minutes or text included. The $2 add on sounds like an in store promo which gave her 250 min per month.
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Marianne Rankin

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I spoke to someone at Koodoo (by phone) and my daughter is on a data plan only. Each outgoing text is 60 cents. At no time when we were in the store (Southgate Mall, Edmonton) did the employee indicate we would be charged for outgoing texts. Obviously I would not sign my teenager up for a plan that did not include unlimited texts. When we had to change the plan she indicated we would get a bit more data for an additional $2/mo. We were NOT informed it did not include no texts or minutes. I feel this is lying by omission and yes I will try and get a hold of the store manager. How do I get refunded for the texts from June 8 onward until today (July 2) since this is the first time we have been informed about this ridiculous charge.. Are store managers authorized to reverse charges?
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Mayumi, Mobile Master

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You need contact Koodo to dispute charges.
Send them message through FB include this post.
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Bernard, Official Rep

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@Marianne, can you pls take a look at the agreement you signed? Does it say the plan you signed up for includes texts?
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Marianne Rankin

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It says included services SMS MMS
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Mayumi, Mobile Master

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Can you post screenshot without personal info?
Also what is the name of your daughter’s new plan?

“ It says included services SMS MMS”
What’s the exact words ? Does it say incoming messages?
(Edited)

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