Is there a mercy rule?

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I am a long time customer. Because I have a very low income I have to watch every penny, and that is why my monthly bill is always the minimum about $43. This month I received a bill for $132. I don't know how yet but somehow I exceeded my 400 anytime minutes, and now was being charged 50c a minute. I had no idea that I can gone over. On Canada Day,  I received a call from a friend and chatted a way merrily, not realizing this one call alone was going to be $20. Do you think I would have incurred hardly any of these extra costs if I had known that I was been charged this new rate? Are you kidding,  not on your life. I can not afford this. Is there any mercy with Koodo? If there isn't this seems very unethical. You think they could have warned me. Please advise. Thanks.
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Gary Badgley

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Posted 3 years ago

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Mathieu, Mobile Master

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Hi Gary,

With anything these days you are responsible not to go over any of your accounts. Unfortunately for you, you did use more than what was allocated in your plan. It isn't unethical at all, you are told what is included in your 43$ a month and you used more it's not as if Koodo changed it without telling you.

Now, as for the high bill: You can contact Koodo via *611 and explain your situation. They can perhaps set a monthly repayment plan for you where you agree to pay an amount every so often. There will most likely not be any "mercy" in sense that they will cancel the charges, but Koodo is typically very good in settling repayment strategies.

As for warnings, Koodo only sends out a warning for overage on data and not calling. 

Again, contact Koodo and explain your situation. There is nothing we can do here as we have no access to anyone's accounts. Remain calm and respectful to the representative, if you don't then they won't be very inclined to help you whatsoever. 
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Gary Badgley

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It is most certainly is unethical, at least it is, if they have the technology to warn you.  They warn you on data now, so  I would think they have the technology to warn you on calls. They don't warn you for the obvious reason.  I have contacted *611, and he didn't seem to want to do much.  But mostly that call was about trying to understand the billing as I never had to try to understand how the charges are arrived at before.  What he did find was an error where they should have billed but didn't.  This leads me to question the accuracy of the statement.  If he found an error how reliable are all the calculations used to arrive at the 400 minutes?

And I asked him how I can calculate the 400 minutes, and there is no easy way from what I understand.  I found myself cutting and pasting their data into excel to try to arrive at the 400.  Why can't they have a running total?  Is that so difficult? Maybe this is for the same obvious reason.
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Mathieu, Mobile Master

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Gary,
The running total of your airtime is always available to you when you log into self serve under the usage portion. You can even click on the little graph and see when and how long calls where made. On pages 4+ of your bill, you can also see the breakdown of all of your calls and length of the calls.
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5s

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I use KOODO APP to keep running totals in check. Specifically my 250 minutes and my wife's 2g.
Not to say that I have not gone over my 6G, to the tune of $267.00.
Totally my fault and my problem. So Koodo APP has been extremely helpful, in helping me avoid costly, missteps
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Gary Badgley

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Thanks Steve, I'm going to give this a shot. I hate looking into this iddy biddy screen though.  My desktop is my HDTV.  But I'll give it a try.  Thanks again. Gary
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Shelley Bordeleau

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I started a conversation on requesting to get warnings on airtime limits like they do for data limits. When I was a Rogers customer, they phoned me if there was something out of the ordinary with my upcoming bill... I wish that Koodo had a warning system like they do for data. Please consider liking or commenting on the conversation I started and perhaps they will get the hint :-)  I did end up paying off my phone and going with the unlimited plan now.... I never want to be hit again with a $178 dollar bill!!! (I had a $43 dollar plan too!)
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Paul Deschamps, Mobile Master

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Please share a link to the conversation you are talking about Shelley it will be helpful for others to find it and add to it.
(Edited)
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Ahmad

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Nope there isnt. Until there comes a day where it does, pay more attention to your usage. AKA actually use self-serve and monitor your usage which you can do from your phone. You're an adult, its your reaponsibility in the end.
(Edited)
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BobTheElectrician

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People, like myself, who have unpredicatable usage patterns and fixed budgets might consider pre-paid if the numbers work. No chance of overages, and it does put you in the mindset that every minute or megabyte counts.
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Ahmad

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Exactly why I use prepaid! :)
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Gary Badgley

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Thanks Bob, this doesn't work for me, but may for some, of course.  Thanks for the suggestion.  I have now put a short cut onto my desktop, and will be managing the account more closely.  But what a waste of time.

And I still am left with the concern I have over the error that the Koodo representative found on my current bill, where I should have been billed, but wasn't!  That now makes the calculation to arrive at the 400 minutes suspect.
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Gary Badgley

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I remember reviewing and rejecting this option before.  But I think I will take another look.  I can't remember the reason I rejected this as an option at the time.   I know I was looking at MagicJack as a serious option very recently.   I would have to have a prepaid card as well here, to use the smart phone when I am away from my computer.  But I think this is probably do able, and eliminate the entire monthly bill! :>)    But this is another story, and warrants another thread.

And finally, up to now, I have been very satisfied with Koodo.  Up to now.
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BobTheElectrician

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Recently, the prepaid talk boosters have become pretty well all Canada-wide. Under the older system, some minutes in Canada were classified as long distance, which made prepaid dead in the water for me at the time.

Another strategy, if you stick with monthly, is $3 a month for call forwarding: calls to your cell can be routed to your home phone, but you have to remember to turn it on and off, so it's a bit of a pain. Easier to do it the other way around: home phone with VoIP provider simultaneously ringing your cell phone so if you are at home you can pick it up for free.

Just my opinion... MagicJack a strong thumbs down, CallCentric a strong thumbs up and Vonage or Ooma apparently very good as well if you need a landline, based on extended family experiences.

If you are interested in further information, start another thread on call forwarding so that this one can be wrapped up.
(Edited)
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Gary Badgley

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Yes, I have no land line.  Most times I can leave my phone at home.

But a prepaid in the phone when I need to take it outside. So, VoIP, and pick up calls over my smart phone when at home.

Backup for 911 on separate cell if main cell crashes.

Would this work?   Sorry, for hijacking the thread.
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grampad

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Does your phone not have a call timer function in it? I reset my call time accumulation every billing period so I have a pretty good idea of where I stand. Easy to check and not hard to do.
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Shelley Bordeleau

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Call timers don't factor in the free calls in the evenings ( at least mine doesn't )
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Gary Badgley

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5s

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Gary. This is Americana. Makes no difference. It's always a sad story. 10 US companies, sucking money out of 350 million Americans versus 3 Canadian companies hosing 50 million Canadians.

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