Credit Card payment didnt go through but I have been charged.

  • 1
  • Question
  • Updated 6 months ago
I was trying to pay my monthly bill.. At last step it gave me an error message saying Not Successful for 4 consecutive times. But now I have been charged for all those attempts. How can I get the refund or credit ?
Photo of Yasitha Ruhuna

Yasitha Ruhuna

  • 82 Points 75 badge 2x thumb

Posted 7 months ago

  • 1
Photo of Goran

Goran, Mobile Master

  • 97,798 Points 50k badge 2x thumb
You can send a private message to Koodo via Facebook Messenger or DM via Twitter explaining what happened and a rep will be able to refund you the excess payments. Alternatively if you're able / willing you can just leave it in your account as credit and you can resume paying your bill when it's used up.
Photo of Yasitha Ruhuna

Yasitha Ruhuna

  • 82 Points 75 badge 2x thumb
I already did contact a rep. He was saying he can't see any excess payments. But the bank confirmed that all those excess payments have been processed and already the bank has paid to Koodo. So the rep already filled a Financial Investigation form. Just wondering whats the status of it too. 
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 142,676 Points 100k badge 2x thumb
If koodo already started a payment investigation, you will be contacted (by them) when they have information for you. Nobody here will be able to provide any information on an internal koodo process. Even the koodo staff on here won't be able to give you any specifics due to privacy regs.
Photo of Todd


  • 60 Points
Unlikely you'll hear anything back from Koodo. I had an investigation launched on Dec. 20th and have yet to hear back anything from Koodo. The money was finally refunded to my CC but not in time for my account to be in good standing to take advantage of the holiday specials for a badly needed phone upgrade.

Hopefully Freedom Mobile will appreciate my business a little more.