Help! Data is off and getting charged more than I should

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  • Updated 2 years ago
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I keep getting charged 10.00 for 33 mb over 1 gig even though my plan says 5 dollars for 250mb over. This has happened every bill since I switched to Iphone. Also, My phone data says 740 and somehow I am magically charged for just over 1000 mb!
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Jill Tulk

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Posted 2 years ago

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Ivan, Mobile Master

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The phone data counter isn't always an accurate representation of your data usage. Please refer to the data counter in your Self Serve instead.

I will see if anyone can look into your account regarding your overage charges.
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Dennis, Mobile Master

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What data counter app are you using?

If it is the built-in iPhone data counter, did you reset your data usage back to zero at the end/start of your billing cycle?  Are you sure you have your billing cycle date correct (it is different from the bill due date)
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Jill Tulk

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I am using the Iphone data counter, and it resets back to 0 at the start of my billing cycle. I absolutely have the cycle correct, I have double checked this. It seems like they think I have 500mb and not 1g but in my profile it is 1g and they charge me 10.00 for being over. Trying to get in touch with customer service is a night mare.
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Dennis, Mobile Master

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The iphone data counter does not automatically reset.  You have to manually reset it right?

What plan do you have?
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Jill Tulk

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45 dollars for 1 g and 200 minutes. 
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Jill Tulk

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I understand it being off by a few, but by 350 plus mb's seems like much..And I have shockwave data, and never any alerts are sent. 
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Dennis, Mobile Master

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Must have been a promo plan since I dont see it online anymore.  Well if you plan says 1GB in writing and it is showing 500MB on self serve, you have a good case.  The key is that you have this in writing or it says 1GB on your self serve
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Jill Tulk

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It was a promo plan and it does say 1g on Self Serve
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Dennis, Mobile Master

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And your pdf ebill is saying that you are being charged overage once you are going over 500MB?

If so you need to call Koodo to resolve this issue.
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Jill Tulk

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No, what is happening is I am being charged 10.00 every bill for only being over 33 mb, when my plan says 5.00 for 250 mb, so I think somewhere they may think my plan is 500mb or there is an error somewhere..The issue is trying to reach someone at koodo
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Dennis, Mobile Master

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Press 0 to speak to a person.  There should be a call back function in there too
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Bernard, Official Rep

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@ Jill We looked at your account and indeed something was buggered up. We are fixing the issue and rest assured a credit will also be given on your next bill. Thanks for letting us know!
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Jill Tulk

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I received a 10.00 credit,(Thank You)  but I have been charged 10.00 for data overage for 3 bills in a row..
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Levis, Employee

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You're right, my mistake. I applied the rest of the credit.
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Jill Tulk

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Thank You, can you advise what the issue was? Was it showing I only had 500mb when I have 1g? Or was the error charging me more for my overage? 
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Jill Tulk

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Hello, Can  you explain if you are charging me as if I only have 500 mb when I have 1 gig?
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Robert, Mobile Master

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As Bernard said, I think it is only a bug in the system!

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