Feeling a little bit frustrated...prepaid account balance issues

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  • Updated 6 months ago
Feeling a little bit frustrated... so I added a bunch to my account when I activated a new account in december... I selected the $15 base plan with some additional boosters and left $50.00 IN my account thinking that my account would renew from there? My plan was set to renew yesterday and when I looged in I was told oh hey we are doing maintenance... I logged in today to be told my account is suspended? and NO option to have my base plan renewed through my account balance? I called the 611 and was told there was a hold time of 20 minutes which I cannot do.. ANY ideas how to adjust this on my end?
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denise

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Posted 6 months ago

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Paul Deschamps, Mobile Master

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Hi Denise. If you can't wait on hold then you can try sending Koodo a private message to their FB page or Twitter account where they can verify your account and try to get it sorted out.
I've never heard of a prepaid account being suspended, do you mean your just out of funds?
(Edited)
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denise

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No there's definitely funds in my account which is why this is a little flabberghasting... I am a new customer as of december so this was my first renewal etc... phone seems to be making calls and texts normally? and there IS a note at the top saying "disregard if there are enough funds in your account"? So I will also try your advice and try sending a message to just get confirmation from them either way thanks :)
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Lily Ellis

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Have you tried your phone to see if it is actually suspended. I switched from postpaid to prepaid in December (with auto-top ups) and my first renewal came along Jan 9th. When I checked my account on that day there was a big red box that said Your Account is Suspended, but then went on to say something like if you have auto top ups ignore this message.

It took until the end of the day for the message to disappear and for my auto-tops to be applied (they actually had been withdrawn from my bank first thing that morning). My phone worked fine all day though. 

So maybe it is the same situation if you have an account balance. It takes Koodo some time to credit the available funds.

Why they put up that scary Account Suspension warning for auto top ups is beyond me. I had purchased a ton of boosters for both me and my husband’s phone while they were on sale last month and I was worried about losing them (being a newbee to prepaid and all).
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denise

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Yes not out of funds... hence my confusions but Lily theres a note saying disregard if you have enough funds and it seems like texts etc are (so far) going on as normal? so maybe thats all it is? Thanks for replying both of you
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Lily Ellis

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Yes it was confusing to me also, but my phone still worked. I am not sure if this warning comes up with every monthly renewal automatically (as this was my first renewal) but it is a not very friendly welcome to prepaid. 
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denise

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Agreed I HOPE this is not the case but thank you for being so open to sharing your experience ( knowing this isn't just ME helps but I REALLY hope next month this doesn't happen I thought I had my bases covered by having the extra IN the account!)
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denise

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update: issue seems to be fixed? wish i knew if this was automatic or koodo had done it as i did not receive a reply on their fb message