Confused about charges please help

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Sorry for the length of this post.. trying to put as much detail to figure it out.

My billing cycle starts around the 24th of each month. On Aug.24th, I cancelled with Koodo due to taking a job where there is no coverage with Koodo. I also had the phone unlocked (around $50).The job fell through, so I called Koodo Sept.1 to reinstate my account since I would be staying where I live.. Luckily I was able to get my old plan (Canada wide talk and text 25.00 a month).

When I initially cancelled, I was charged $132.63 for the remainder of my tab, the price of unlocking the phone, taxes etc. I paid by credit card over the phone. The following day I payed off my credit card at the bank.

Sept.1 is when I phoned to reinstate my account. They said a credit balance of
-132.63 would be applied to me account and I would not have to pay my monthly bill (28.25) for several months because that amount would be deducted from my credit balance of -132.63 until it's used up. Obviously after that I would have to start paying my bill.

When I looked at my account today I noticed the following....

My tab balance is 0 on my self service account online. However when I phoned customer service it said my tab balance is -4.67.

When I looked at usage...transaction history...view account.. the following showed up..

Sep 24 invoice - mailed yes- due date Oct.21-previous balance-$132.63-invoice amount $53.76-amount due $53.76

Sep 1 account status change-type of change-Cancellation- Left Telus Area- status-Cancelled.

It also shows the amount I paid to cancel the account on Aug.24th etc.

I don't understand the $53.76 charge. I phoned customer service and the above amount, $53.76 is not showing up on their account, can't access it. In fact she was showing a charge of $180 or $189.

Another thing I noticed. If I click on "Credit Card Payment" it shows..Make a Payment

Last bill: $53.76
Last payment: -$134.51
Past due balance: $0.00
Current charges: -$132.63
Total amount: -$132.63
If received by: September.

Your account already has a credit balance. We are unable to accept a further payment at this time. (I always use online banking or pay at the bank for my monthly bill)

I choose not to use data. In fact I have data blocked on my phone and it shows it under my account.

My next bill starts in 27 days.

Sorry for all the detail but figure the more info the better. Thanks for your help!
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shelley

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Posted 5 years ago

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Chris Petersens

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You have a credit of $132.63., When there is a negative in front of the amount you owe that means you have a credit.
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shelley

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Thanks!

I understand the -132.63 credit. I'm wondering why I'm being charged $53.76.
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shelley

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I phoned customer service a few hours ago. She mentioned she was abl to only view my bill on Aug.26th but nothing else. However she did mention some amount of $189?!. I'm not sure of this $53.76 charge. I understand the -132.63 credit to my account.
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Myke

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Since you're only looking at page 1, take a look at page 3. That will explain the charges.

Chances are, its' probably your month in advanced plus proration.
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shelley

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When you say look at page 3, what section do you mean?

Month in advance as in my bill plus proration. Proration because of in between bills or because of the date of cancellation and/or reinstating my account?
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Zaphod Beeblebrox

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The title of it is "Account Detail"
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Myke

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All of it, because page 3 will show you all of the charges.
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shelley

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Sorry I am confused. When you say page 3 will show you all of the charges do you mean my monthly bill? Curent charges-detail?
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Myke

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I'm still not seeing where this $53 you are getting..
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Myke

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And why aren't you looking at September's bill? August is gone and past. It's not going to show any current charges...
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shelley

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My September bill isn't there. Only August. It currently shows "27 days until your next bill is due"

As for the $53.76 amount..

When I looked at usage...transaction history...view account.. the following showed up..

Sep 24 invoice mailed-yes
Due date Oct.21
Previous balance -$132.63
Invoice amount $53.76
Amount due $53.76

I have my bill sent to me via text and email. Never a paper bill. Almost sounds like the above is being sent via snail mail.
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Zaphod Beeblebrox

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When you log into Self Serve vis computer, you can download the bill and view the page in question
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shelley

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Thanks! Unfortunately September bill is not available to view yet.
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Myke

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Which is why I recommended checking on Monday.
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Myke

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Here is what I suspect. Your September bill is still being generated, which would contain your $53 charge. I believe your September will be ready for viewing by Monday at the latest. So check your Self Serve account on Monday and it will show you the charges. This is most likely for proration and your 1 month in advance for your rate plan.
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shelley

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Thanks Myke! Sorry for the confustion. It's one of those days. Hopefully by Monday it will show the September bill and details.
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Myke

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You're welcome. Once I realized the dates you mentioned, it clicked in for me.

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