How to contest airtime charges

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My plan includes Canada wide evenings after 5 and weekends, however I have about $20 in airtime charges for a handful of calls taking place beginning December 5 in the evening. How do I go about contacting Koodo to make this right, without being charged to ask for help?
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Posted 2 years ago

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Bernard, Official Rep

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Please send us a private message on Facebook Sarah and we can look into your account. 
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Siu Hing Lee

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I understand that WhatsApp Calling can let you make or receive calls to and from your friends for free, even if they're in another country. WhatsApp calls use your phone's Internet connection rather than your cellular plan's voice minutes. Data charges may apply.  I recently received a bill from Koodo for charging me for the calls I made and received from Hong Kong even though I was using Wifi.  The Koodo Rep told me that WhatsApp application is unsecure for international calls and suggested me to change another plan, which of course costs me more, and that is why I got charged. Can anyone tell me if they have the same situation?  
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Of course, if you're dialing internationally, even if you're within your unlimited evenings & weekends, this will use your international airtime (meaning if you don't have international airtime add-ons, you'll be billed on a per use basis).

Here's the scoop...WhatsApp calling is peer to peer Voice Over IP. It's generally speaking not the most "reliable" means of communication, but I wouldn't be overall concerned about security. On the other hand, I would be reluctant to sharing my credit card number or social insurance number on a WhatsApp call. If I'm doing a transaction with a contact overseas, I will do the transaction online, through a secure website such as PayPal.

Assuming you're not giving your credit card or social insurance number over a WhatsApp call, what is the concern regarding security? As a worst case scenario, if that WhatsApp call were to be sniffed (which is highly unlikely), what could an intruder possibly benefit from listening in on your overseas calls? Especially that it'd likely be in a different language? If you're concerned about the security of voice calls via Voice Over IP, try connecting the call through a VPN (might create a lag on the call). For most of us, WhatsApp calling is great when your friends and family overseas use WhatsApp as well. There are other peer to peer options such as Viber, but they'd put you in the same boat as WhatsApp.

If you dial overseas numbers directly from your Koodo line, the contact overseas receiving the call might have their line sniffed or tapped, meaning there are still risks of the call being listened to. This won't stop me from making overseas calls through Voice Over IP, as I never use those means of communications to conduct financial transactions.

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Siu Hing Lee

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Do you mean someone using WhatsApp to call me outside of Canada will eat my airtime too? I just called Koodo the service representative told
me that WhatsApp incoming calls (even though international) are free and will not eat my airtime but unfortunately Koodo system cannot identify whether the calls are regular calls or WhatsApp calls. So, as far as I reach the allowable free minutes, I will
get charged for the extra minutes.  So, I feel very unfair for consumers of the malfunction of their system.  Very disappointed!

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Jru Gordon

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Sarah, were the calls placed to outside of Canada?
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Roy Wellington

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I have used my home wifi and WhatsApp to make calls but was still charged for airtime usage. I know WhatsApp is free because I have used it many times. I fail to see how WhatsApp calls cannot be identified or why I should be charged for these calls. Is it that Koodo doesn't want anyone to use this free app?
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Bernard, Official Rep

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You can send us a private message on Facebook and where we can provide more details. Looks like there were international calls made on a number of occasion via the phone, not whatsapp,  that generated those charges. 

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