Get 10% off your Prepaid base plan when you have automatic top-ups on your account

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I was under the impression that we would receive a 10% discount of our base plan, no matter what amount we choose to auto top up with as long as we had enough money in our account to cover the base plan. I received my 10% last month but never received my 10% auto top up credit this month so I called CS and they said that I only auto topped up $5 from my CC and $10 from my account balance but I should of auto topped up the entire $15 from my Credit Card, so that was why I was not entitled to the discount. It states that I must have auto top up enabled which I do. There are no specified auto top up amounts anywhere. There were previous posts that stated that we receive a 10% discount of our base plan, no matter what amount we choose to auto top up with. So the question is Do We Or Don't We.
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Budd

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Posted 4 years ago

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Ahmad

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According to this: http://koodomobile.com/en/on/paymentm... you should still receive the top-up

"For a limited time, save 10% on your monthly base plan when you sign up for automatic top-ups! Once you've registered for automatic top-ups, the 10% savings will be credited back to your account when you renew your base plan next month, and every month after that for as long as you keep automatic top-ups on your account - it's that simple!"

"...As long as you keep your automatic top-ups on your account" which you did do.
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Budd

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I had asked the CS agent, why did I receive the discount last month when the payment and auto top up were the same. He put me on hold and I'm assuming that he talked to his supervisor and when he came back, he ignored my question and continued to say that I am not entitled, period. I sent an email to TopLevelService@koodomobile.com and see what they say. It's not the money but the principle. Since the auto top up discount had started, many have not received the discount and had to call in to CS to get it and now they are not even honouring it when we do call in. I also have an postpaid account with Koodo and always have had and still have great customer service with them. Maybe it's because its a Prepaid Account
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Chris Petersens

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I don't think they would provide you with lesser service on your prepaid account. More likely the rep didn't have the right info or their system is glitchy. I'm curious what response you get back. Let us know here.
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Budd

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This was the answer that I got back:

Thanks for contacting us. I'm sorry to read that the 10% discount has not been applied. Allow me to give you important information about this promotion.

The way the discount works is that the you will be charged $15.00 (or whatever the amount of the base plan is) and credited back $1.50 in your account. This means that you will keep accumulating the credits until you can use it for a Base plan or Boosters (in the example of the $15 base plan).

The discount is effective on the next month’s plan renewal. For example: if signing up for auto top ups today, June 15th and the base plan renews June 17th, the 10% discount will be effective until the next top up in July 14th (base plan is renew every 30 days).

If you would like to speak with an agent about this, you can call *611 from your Koodo phone or 1-866-99-KOODO from a landline. A Koodo Mobile Customer Service Representative will be glad to assist you. For security purposes we cannot access your account via e-mail.

The problem was that Customer Service Agent said I wasn't entitled to the discount.
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Chris Petersens

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Did the rep ever tell you why you "weren't entitled"?
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Budd

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The same reason as my first post. Have to auto top up the entire amount by credit card. I had the same problem a couple of months ago and Sophia mentioned that she was advised by Koodo that the top up could be split between a credit card and account balance as long as Auto Top Up was enabled, which I have. Not sure why they changed their policy or why it isn't specified on the web site.
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Budd

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I just received a call from Koodo that my discount has been applied to my account and that they were going to look into the situation with some customers not receiving the discount for various reasons. He seemed very sincere and am satisfied with the outcome of this matter. Thank you all!

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