I've been hit with a balance forward charge that I did pay

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  • Updated 1 year ago
Here's the details of my bill I just received: 

Balance forward from your last bill ........................................... $67.80
This reflects payments of $0.00
New charges
Mobile services $60.00
Other charges and credits $1.36 GST / HST $7.80
Total new charges .................................................................. $69.16
Total due.............................................................. $136.96
 Did you forget your payment? The balance of $67.80 from your last bill is overdue and payable now Please note that any payment received on or after the bill date of February 17, 2017 will be reflected on your next bill. If payment was already made, thank you. 

Amount due on your last bill (Jan 17) $67.80
Payment received Feb 03 - Thank you - $67.80
Payment Reversal Feb 04 $67.80
Balance forward from your last bill .......................................... $67.80 

Except when I go through my credit card history, I've paid every single month between the 3rd-6th of each month. (Last payment I made was January 5th for $67.80)

This month's (February) should be just $69.16 not the $67.80 I already paid in January.

I'm confused? I thought maybe this has to do with the fact that I had to update my credit card expiry date by January 11th and recently just did so. So I thought that's what caused me missing a monthly payment, but according to my credit card bank records, I haven't missed a single payment.
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Josh Bregar

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Posted 1 year ago

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Goran, Mobile Master

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If your records show that payment went forward I wouldn't worry. Sometimes it doesn't register for the newest Bill depending on when you pay. You could always send a private message to Koodo via Facebook or DM via Twitter just to be safe.
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Ranjan, Official Rep

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Hey Josh - the payment you reference above for $67.80 wasn't completed, which is why it's showing up on your latest bill. You should be able to verify with your card issuer as well - if in fact it was taken out by them, it wasn't posted to Koodo. This is due to your credit card expiring as you mentioned above. You'll need to make a manual one-time payment to cover the current outstanding amount in order to avoid late fees, since updates to pre-authorized payment methods don't take effect until the next bill cycle. 
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Josh Bregar

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I understand that the payment on the 4th of February didn't go through.

Paying for a missed payment would make sense if my payment in January didn't go through but it did..and it's on record that I did.

So why am I suddenly being billed twice in the month of February..? $67 on the 4th that didn't go through plus an additional $69 on the 17th. It should only be one bill.
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Ranjan, Official Rep

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Last payment received prior to this was on Jan. 4 for your bill issued Dec. 17.

The bill issued on Jan. 17 was for $67.80 - that's the payment that didn't go through on Feb. 3rd. This was to cover service from Jan. 18 to Feb. 17 (you're always billed a month in advance and any overages incurred in that month are on your next bill).

The latest bill was issued on Feb. 17 (for service between Feb. 18 - Mar. 17), plus the overdue amount, that didn't get processed.

I see that you've made a full payment for the outstanding amount today (thank you btw!) If you wished, you could have paid the outstanding amount now, and the charges from the new bill by March 13 - this too would be fine. Just keep in mind, we'll need to have the payment processed by March 13 in order to avoid late payment fees.
(Edited)