Charging 15.6% HST on bill? what's going on?

  • 1
  • Question
  • Updated 6 months ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I just looked at my January 2018 bill and low and behold, Koodo has started charging 15.6% HST on the bill.

Total before taxes..................................................................................... $36.50
HST-ON $5.72

That's straight from my bill PDF.

Guys, that's some serious bug you got there.
Photo of Mark V.

Mark V.

  • 140 Points 100 badge 2x thumb

Posted 6 months ago

  • 1
Photo of Ranjan

Ranjan, Official Rep

  • 31,094 Points 20k badge 2x thumb
Hey Mark - thanks for sharing.
This was recently brought to our attention, as it has impacted a specific set of customers. A fix is in the works, and all impacted customers will receive a credit for the overage charge on their next bill - keep an eye out for that.
Photo of Mark V.

Mark V.

  • 140 Points 100 badge 2x thumb
Ok. And you didn’t think of notifying affected customers? I had to waste my time and review my bills and past bills to double check the amounts. I’m also spending my time posting it and communicating back with Koodo.
Other companies go out of their way and let their customers know preemptively, especially when overbilling them. I know , I work for a such a company.
Does Koodo/Telus want news headlines for overbilling taxes? Sorry but that’s poor customer service at the least.
Photo of Robert

Robert, Mobile Master

  • 108,758 Points 100k badge 2x thumb
Also, keep in mind that Koodo might've found out about the problem... but I'm not sure they know which customers are affected. So unless you find a way to spot the customers affected, it would be very difficult to do what you want.
Photo of Abid Ali Shaikhali

Abid Ali Shaikhali

  • 70 Points
I am getting the same issue, 
From my bill...
Total before taxes..................................................................................... $45.00 
                          HST-ON $7.80 
13% hst taxes on $45 should amount to $5.85 not $7.80

I did try the email support and the calling the *611 and none of the responses resulted in confirming that this is the issue. 
The person on the phone in fact said that the taxes are calculated on the full plan price and not after the discount, which frankly made no sense since I have never seen a discount applied after applying the taxes. It is also clearly written on the bill "Total before taxes" 
So I emailed to get a better response and the person said they looked at my recent call and concluded from there that my query was answered.
Looking at the community, I am noticing I am not alone in this matter however neither on the phone or by email koodo confirmed about the issue which was disappointing. 
What I would like to gain from here is some sort of acknowledgment from Koodo that I am part of the affected customer and they will resolve this issue.
Photo of Goran

Goran, Mobile Master

  • 100,108 Points 100k badge 2x thumb
I'm sorry to hear that you've been told there is no issue. That is a separate thing...oraybe it's related? But it's been recognized as an issue that's being worked on I believe. Not sure where the disconnect is or if I'm remembering something wrong. Hopefully a rep will chime in soon to confirm.
Photo of Chris P

Chris P, Official Rep

  • 1,198 Points 1k badge 2x thumb
Hey Abid! You are correct the Taxes should be calculated after the discount. As mentioned earlier, a proactive warning wasn't possible in this case since we only learned of the discrepancy after the bills were issued.

Luckily I was able to confirm that you fall into this category and you can expect to receive a credit for the overage charge on your next bill :)
Photo of Abid Ali Shaikhali

Abid Ali Shaikhali

  • 70 Points
That is great, thanks for your response. I'll watch out for the credit on my next bill. 

This conversation is no longer open for comments or replies.