Inform your customers

  • 7
  • Idea
  • Updated 4 years ago
  • Implemented
Just checked my credit card and koodo charged my account 8 days before it used to be charged. When I called them, I was told that there had been a policy change and that they are now taking the amount 7-10 days before it is due. No notice or anything. I would like to recommend that in future, koodo informs its customers of any and all changes to our billing and services.
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Louise McLaren

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  • frustrated

Posted 4 years ago

  • 7
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Kristina V.

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I agree with you policy changes like this should be emailed to every customer before the change takes place. Sorry for the frustration it has caused you.
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Dennis, Mobile Master

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This has not affected me yet, but according to my ebills, my preauthorized payments are still supposed to be charged on the same date.

Did anyone else notice if the "Amount Deducted on (this date)" was updated with this Koodo change?

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Ivan, Mobile Master

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Yes, there has been a policy change. I got an email about it 3 days ago:

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Ryan McFarlane

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Me either. I noticed they charged me twice in June... once on the 2nd and again on the 23rd. They told me I should have received an email notifying me but I didn't. They also told me I haven't been charged twice but my credit card has. Unless this is payment for June (which makes no sense since June isn't over, so how can they know how much I've used) I'm being overcharged if they're going to charge me the same amount on the 23rd of next month too.
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Ahmad

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Ryan, it was said that with the change you're being charged 8-10 days earlier. This completely makes sense with your dates. June 2nd + 1 month = 8-10 days = June 23rd. Pretty simple math; So from now on the date its going to be taken out is the 23rd.

Also, I guess you don't know how monthly plans work. You're charged one month in advance. If you go over during that month, the next bill will have the monthly charges for the following month plus the overages from the month before.

That is how it has always worked and with every company.
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Ryan McFarlane

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Billing for the previous month makes sense. I have never had to pay in advance... especially not twice in one month when I just paid for May 3rd to June 3rd at the start of the month (as it clearly says in the statement). I haven't received a bill for June 4th to the 23rd and I'm paying another $50 because of this change? Does that make sense to you? Sounds like I'm being ripped off to me if I have to pay $100 on my credit card bill in less than 30 days for my bill just because some people had issues paying their bills.
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Chris Petersens

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All cell phone companies charge a month in advance. Not your actual use just your plan. You are not getting charged twice, although I agree that just because some people had issues paying their bills and koodo decided to help them out, in the process we (those without any problems) got caught in the crossfire.
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Ryan McFarlane

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So does that not mean that we're paying for 15-21 days we didn't even use the service? I can't get through to their billing support on my phone--did anyone get this issue resolved?
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John Lee

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I haven't got this email either....
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Jonathan I, Mobile Master

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Ivan is special, guys. Koodo obviously likes him more than you.
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John Lee

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I knew it. I always had my suspicions.
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Ivan, Mobile Master

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My mom always said I was special.
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JC

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I dont receive any email too
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John Lee

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Never mind. I did get one. I don't think it's a big deal though.
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Chris Petersens

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You weren't affected though Dennis, right? Maybe they realized the mess and not everyone is impacted. Just guessing though.
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Dennis, Mobile Master

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Damn I think the change happened on mine and I didnt even notice. I have to keep an eye on when my next credit card statement comes along
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Ryan McFarlane

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Well, we're paying extra for service we didn't receive for those 15 or so days so I'd say it's sort of a big deal. If our payment date has changed I imagine our usage date has changed as well?
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Dennis, Mobile Master

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Turn off pre-auth payments and you can pay on the due date
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Jorden, Mobile Master

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Ryan you aren't paying anything extra/for extra days. If you look at the dates your bill covers, it's the same just the money is coming out on a different day.

If your bill ran from the 1st-30th of every month, you are always paying for the next first through 30th. Before it might have come out on the 25th, now it might come out on the 15th. Either way you are paying for the next month, in advance.
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Sumaya K.

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Hi Louise, We informed a portion of our customers and most likely missed you. I apologize for the confusion. I can now confirm that the issue is now fixed. 
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JC

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Still i didnt receive any email or cpnfirmation bout this

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