Had $5 on account balance and now it says it's not there?

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  • Updated 3 years ago
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When I bought my prepaid phone, I purchased a $20 voucher and used $15 for my base plan. Therefore, I should have had $5 left on my account balance. I just bought another $20 voucher to use with the $5 in order to buy 500 minutes and now it's saying I just have the $20 on my account instead of $25. Just wondering how/if the $5 could have been used by koodo since I certainly did not use it towards anything. My phone is the HTC desire if that helps any.
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Grace

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Posted 3 years ago

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Robert, Mobile Master

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Did you call someone during that time? Maybe this could explain the fact the the 5$ was used? Or this can't happen on prepaid?

I'm not a prepaid master but I'm trying to find a solution as fast as possible
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Melissa

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Lol robert needs to buy a booster or he can't make calls. There's no pay per use with prepaid.


Did you call customer service lately and ask to make any changes? They do charge 5 bucks for something's when u call.
(Edited)
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Grace

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yeah I don't want to have to pay $5 for a customer service call, I already lost $5 to them..


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rikkster, Mobile Master

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Did you purchase a 25 Anytime Minutes Talk Booster Add-on for $5? The baseplan by itself, whether its $15, $25, $35 or $50, won't allow you to make any calls until you add a Canada-wide Talk Booster Add-on. If you feel the error is with Koodo, you won't be charged for the call, particularly if you're investigating what you believe to be an accounting error as this is considered beyond your control.
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Grace

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I had purchased my $15 text base plan when I activated the phone and then bought 500 minutes that same day but with another $25. I should still have $5 from onl using $15 for the base plan. And I just emailed Koodo because I didn't know they charged for that too and am now out another $5, and to top it all off, it was to the wrong email address so I can't even read the answer.

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Mathieu, Mobile Master

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Koodo e-mails arn't the best at all. The easiest way to find out billing mistakes is through self serve or by calling to customer service. Myself, as Robert am no expert on things pre-paid but there should be a billing section that explains charges that were made on the phone is there not?
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Melissa

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There is. I would check the payment transaction section of your my account and see if you can see where the 5 dollars went.
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Dennis, Mobile Master

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It doesn't cost anything to contact Koodo.

Only if you ask them to change something that you could have done on self serve on your own does a charge apply
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Veronica

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Hello Grace, 

Dennis is right! Calling customer care and asking for information is free. Please note that we cannot access your account on this public forum to give you an exact answer. If you couldn't find the information in your transaction history,  we invite you to give us a call at *611 from your Koodo phone or at 1-647-788-3948 and we will gladly help!

Many thanks!
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