Have you had billing issue?

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  • Updated 11 months ago
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Even if I have always paid my bills correctly, Koodo has doubled my last bill with no reasons. It happened right after I emailed them concerning I still have to receive the new bill. I think it's a system bug. Has anyone experienced the same issue? Thank you very much.
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Marco

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Posted 11 months ago

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Goran, Mobile Master

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So on page 3 of your bill you were double charged? You aren't missing a payment from last month since you mentioned that you didn't get a new bill? You can send a private message to Koodo via Facebook Messenger or DM via Twitter if page 3 shows anything more than regular stuff you owe or a missed month. How long have you been delayed in getting your bill?
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Marco

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Thanks Goran. Really appreciated your help.
Until few days ago my SelfServe was showing no new bills, even if I was wating the August bill since August 7th. I have paid my July bill on time.
Two days ago I emailed Koodo asking more info about my August bill late. Today my SelfServe shows I still have to pay the July bill, moreover it is doubled.
As you suggested me, I downloaded the bill that shows the old amount that I have already paid. There is nothing about the doubled amount.
Do you have any idea?
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Mayumi, Mobile Master

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Also, if you pay your bill close to your bill date(after due date), then it may not reflect on the new bill.
But Amount due will be  adjusted as soon as they process your payment
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Marco

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Thanks Mayumi. I have always paid my bills few days after they appear on SelfServe. I have never paid late or even close the due date.
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Goran, Mobile Master

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If you have payment confirmation then you can use that to probably get late fees back if any were charged . Otherwise I guess it's just a glitch of some sort. You can always check your amount due on theaim self-serve page as well for a more updated amount of what you owe.
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Marco

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I have all confirmations, including the last one for the July bill.
The downloaded bill is related to July and it's fine. I have paid it and I have to confirmation.
I cannot understand why SelfServe is showing a doubled amount for July and still nothing for the August bill.
It must be a glitch...
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Robert, Mobile Master

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Could you send us a screenshot of page 3 while hiding the personal information?
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Marco

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Thanks Robert, I think that's no necessary since it shows the July bill which is fine and I have already paid on time (I have the confirmation by email).
The problem is on the Self Serve that shows I still have to pay a doubled amount for July and still no bill for August.
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Mayumi, Mobile Master

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They are/were having some issue with August bill and they are aware of it and working on it.
 https://community.koodomobile.com/koodo/topics/why-is-augusts-bill-not-available-yet-ive-had-no-noti...
I was too focus on " ...they have  doubled my last bill. "  
It should be fixed very soon :)  (I hope ;)) 
(Edited)
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Marco

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Thanks Mayumi. I hope doubling the previuos bill is not the way to fix the August bill issue :)
Please, keep me posted if you will get some news. I will do too.
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Bernard, Official Rep

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Your bill hasn't been doubled Marco. You can see that the balance forward from your last bill is $0.00. Indeed your last invoice was about double of your monthly average, however that seems due to unlocking charges for your phone. There are two for the same phone which is unusual at first sight. If you have already contacted us on Facebook someone will verify that. 

As the other did mentioned we did have some delay in releasing some customers August bills. Yours is available as you already know. Hope tis help explain things. 
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Marco

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Thanks Bernard. I have eventually received a reply from Koodo. As you wrote, I got charged twice for unlocking the same phone (kind of glitch). So Koodo just credited one of the $50 charge. Everything seems ok right now.

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