I have the money in my account, but they're gonna end my service anyway!?

  • 1
  • Question
  • Updated 4 years ago
  • Answered
I'm on pre-paid self serve, and my account says I have fifteen dollars, but I got a text from the Koodo people saying I don't have enough to renew. Why is this, I have the money in my account?
Photo of Maggie Bazdarick

Maggie Bazdarick

  • 80 Points 75 badge 2x thumb

Posted 5 years ago

  • 1
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 142,506 Points 100k badge 2x thumb
Call. Them. And. Ask.
Photo of Camilo_A


  • 31,746 Points 20k badge 2x thumb
What is your Base Plan in this moment? If your Base Plan is more than 15$, then you will not have sufficient funds to renew it...
Photo of Humberto Giambrone

Humberto Giambrone

  • 4,900 Points 4k badge 2x thumb
Even at $15, wouldn't tax take it over anyhow?
Photo of Marcus Fenix

Marcus Fenix

  • 15,752 Points 10k badge 2x thumb
Photo of John Lee

John Lee

  • 36,724 Points 20k badge 2x thumb
It's probably an error or something because you paid your $15 + tax at the time where it was about to expire so the Koodo system hasn't updated yet. I don't think it's much to worry about but you can always send Koodo an email just to confirm it. They reply in 1 business day.
Photo of Maggie Bazdarick

Maggie Bazdarick

  • 80 Points 75 badge 2x thumb
I got it fixed!
Photo of Sophia

Sophia, Mobile Master

  • 142,984 Points 100k badge 2x thumb
Great news! Please share your solution with all of us so we can learn from it, thanks :)
Photo of Some random Mobile Master

Some random Mobile Master, Mobile Master

  • 39,554 Points 20k badge 2x thumb
Just to add to what has been said, any amount of money in one's prepaid account has already been taxed. When you buy vouchers in stores, let's say a $30 one, you pay $30+tx at the cash register, but it's worth $30 once in your account. Same for credit card payments. You are charged taxes on the credit card, but the amount that appears on your account is the face value.

So if someone has $15 in his/her prepaid account, and the $15 base plan is about to renew, those funds will be sufficient. Taxes have already been paid.
Photo of Chris


  • 2,366 Points 2k badge 2x thumb
One thing I have noticed is that the Koodo prepaid systems seem to do daily account checks once per day, which seems to be around the 12pm noon time frame, and if you have done something to your account and it has not updated internally yet, when these checks roll around you get an incorrect notification.

Case in point:

I bought a $15 voucher (for $15 base plan) from the store and entered it online. I was immediately notified via text it was received and online showed the $15 balance so it was ready for the renewal.

2 hours later I am out and get a text message saying I don't have enough in my account and to add funds to ensure there is not a disruption. Checking online shows a $15 balance.

Given all of the problems I have had with prepaid credit card billing, long distance minutes incorrectly deducting, and these wrong notifications, Koodo really needs to upgrade their IT. ;-)
Photo of Paul Williams

Paul Williams

  • 60 Points
The same thing just happen to myself, I added a 15 voucher a few days ago a dugout the text for insufficient funds. I called cust care and they said that the messages have going out incorrectly for some time now
Photo of Sophia

Sophia, Mobile Master

  • 142,984 Points 100k badge 2x thumb
Considering this thread is 9 months old, that's a looong time indeed, Paul. Just teasing :D Thanks for sharing! :)

This conversation is no longer open for comments or replies.