I did not authorize data overage, but am being charged for it. Help?

  • 1
  • Question
  • Updated 3 months ago
  • Answered
My son has a 300 MB 300 min plan, and an iPhone 6s. For the second month in a row, he's been charged for data overages he did not authorize (see screen shot). He has showed me on his phone where he received texts from Koodo warning that he was going over, but he did not reply to authorize the overage. What can I do?
Photo of Kimberley Birkbeck Hanson

Posted 10 months ago

  • 1
Photo of Sophia

Sophia, Mobile Master

  • 141,558 Points 100k badge 2x thumb
I don't see the screenshot, Kimberley, could you attach it again please? Is he on a shock free plan? What are the settings in self service concerning data overage and warnings?
Photo of Goran

Goran, Mobile Master

  • 90,654 Points 50k badge 2x thumb
Is your son on a Shock Free Data plan? If not, to get the feature you will have to change to such a plan. I think any market plans after March of last year? It'll tell you in self-serve in the plan details.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,052 Points 100k badge 2x thumb
Or he replied and deleted those messages from the thread, leaving the 100% warning.
Thanks so much all of you for your prompt replies. I'm having a problem figuring out how to attach a screen shot (duh).

I'm also not sure how to know if he's on a shock free plan - perhaps if i can't see that he is, that means he isn't? Can i change him to one?

In Self Serve, it says he gets warnings at various milestones, but is that the same as him having to authorize in order to proceed?

Many thanks!
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,052 Points 100k badge 2x thumb
If he did get a 100% data notification then it's a shock free plan, since that one is only sent when the data gets turned off.
The data usage alerts page should look like this if it's a shock free plan:
Thanks, Timo - that's what it says in self serve. So how, then, did he go over without authorizing? Can Koodo prove to me that he did authorize?
Photo of mahesh khadka

mahesh khadka

  • 140 Points 100 badge 2x thumb
This month I had twice. 
Photo of Mayumi

Mayumi, Mobile Master

  • 112,704 Points 100k badge 2x thumb
@ Bernard
Is there any chance top up trigger without respond "Yes"?

I can't see Mahesh replied on this screenshot.

But, I've seen some posts that ppl(kid) delated "Yes" part to show parent and they contest their charges...  ( I don't say, you did it Mahesh.)
(Edited)
Photo of mahesh khadka

mahesh khadka

  • 140 Points 100 badge 2x thumb
it is automatically topping up ....if I need to buy I would buy better package and would not go for 100MB ...First month I ran out of data and I didn't do anything and all the time I couldn't access to any internet and I was fine as that is something I was looking for. Use my quota and once that is done wait for the month to end. So, this time I did same - when data ran out I did nothing thinking my internet will not be working but after few minutes I get message saying its purchased. 
Photo of mahesh khadka

mahesh khadka

  • 140 Points 100 badge 2x thumb
I don't see any chance ...I don't know what triggers it if I am not texting back. My phone is not access to anyone and the second recharge happened within few minutes of receiving the warning