I'm getting texts/emails from Koodo saying that I've run out of money in my Prepaid account... but it hasn't?

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  • Updated 4 weeks ago
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Hi,
I always keep enough money in my account (ie. and I save 10% with Automatic Top-Ups).  But recently, I've started getting Koodo texts and emails indicating that my Prepaid Account has run out of money.  The messages now are saying that if I don't top it up before Jan 29th, 2017 - I will lose my phone service and any remaining Booster add-ons.

I don't believe this to be a phishing scam - the embedded URLs are legit.  

The phone service is working fine - and the last automatic top up (from the transaction history) seems to have gone through perfectly a week ago, and has been fine every month for a few years.

Is this a known recent problem?

Thanks in advance!
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RonB

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Posted 2 years ago

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Ivan, Mobile Master

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Not a known problem as far as I know. Hopefully an employee will chime in.
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Ivan, Mobile Master

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Not a known problem as far as I know. Hopefully an employee will chime in.
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Cheryl Jacobs

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I also received this email today but have a credit balance - hope to get an answer.
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Serena Welsh

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I have automatic top ups connected to my credit card as well as a balance online for my add-ons. I've received multiple emails saying my service has been inactive for 5 days since my top-up but I my payment went through, and I still have service... Will my account actually be cancelled by Jan. 29th? Any help appreciated! :)
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Sophia, Mobile Master

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Can you guys post a screenshot of the first page of your self service? Does it say "expired" there? I have no idea what it could be but thinking a screenshot might reveal what's going on :)
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robert

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Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top it up before January 29, 2017, to avoid losing your phone service, account balance and any remaining Booster® add-ons. "
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robert

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Here is what is on the top of my selfservice:
"Account Status Active | XXX-XXX-XXXX| Current Balance $31.00 | Logout"

ps. I "X" my phone number since this forum is public.
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Robbi-lynn Turner

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I'm having the same problem....and phone is not active but status online says it is ???? What the heck ???
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Geoff Mills

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Same problem here
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Allan, Mobile Master

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Take a look around at some recent posts. Other have noticed this and it's looking to just be a glitch at this point.
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Serena Welsh

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My account is currently "Active" and I have service from my automatic top up- so it wasn't disrupted but I've received texts and this email.
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Serena Welsh

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This is my service page, sorry!
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Sophia, Mobile Master

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Thanks Serena!! It looks perfectly fine from there, in fact it shows you're good till the 29th of November. I'm starting to think Koodo has been making a booboo here! Just to confirm because it doesn't show in your screenshot, does it say "Active" in the right hand top corner?

I'll flag this thread for Koodo's review, because if three people experience the same issue, I'm sure more will have troubles with this!

(Just as a sidenote, boy is self service ever SLOW today!)
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Michelle V

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I am getting the same email and texts saying I didn't have enough to top up. It automatically tops up from my credit card. My account is showing active and up to date on self serve and I checked my credit card and they have charged me for the top up. Not sure what is going on.
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Serena Welsh

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No problem, Sophia! It does indeed say "Active" in the top, right corner. Under my "Balance" tab, it also says "Account Status: Active" right above my base plan info!
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James Nicoll

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I am having the same issue, for what it's worth. Payment went through as far as I can tell, if I log on it says my account is active and has a slight positive balance but I keep getting notifications that I have not paid.
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Sophia, Mobile Master

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Looks like something is definitely up guys - but don't worry, I'm quite, quite sure your account is perfectly safe :) I've flagged this thread for review, I'm sure we'll hear back (probably after the weekend).

If you have more information to add, please feel free to do so, the more information Koodo receives the better...
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Brenda Walker

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I am also receiving these emails, please confirm my account is active
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Sophia, Mobile Master

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We're just customers like yourself, Brenda. You can check self service, or just send a text message to someone to see if your account is active.
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MarkG

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I just got the same email and my account seems fine. Was there ever any further investigation/resolution from Koodo?
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Bernard, Official Rep

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We are looking into this folks. As soon as we have something we'll share. Thanks for letting us know!
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Allan, Mobile Master

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Like mentioned on other posts it seems to be another error. If everything checks out on self serve then ignore the message.
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Brian Leung

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I just got the e-mail today as well. So even 1 year later I guess the problem still hasn't been fixed. 
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Bernard, Official Rep

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Well that's a shame. :-(  The problem was indeed fixed a year ago, but it looks like it resurfaced. Let me get the team look into it. 
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RonB

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Greetings everyone !  I am the original Poster of the message from over a year ago.  

And today... the problem is baaaaack!  I received another email from koodo indicating that I've forgotten to put money to top up my account.  But I checked... and it's all good.  
(Edited)
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Bernard, Official Rep

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Thanks Ron! I have gotten touch with the team to see why this has resurfaced again. I will have to kick some butts as I'm personally embarrassed we have to deal with this again.