Koodo does not accept my email address and my bill does not match my agreement

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  • Updated 9 months ago
I recently came back to Koodo after being away for a few months and the online system is not displaying my new bills. I have tried registering with my email address again but the system says my email already exists (because it does), but it wont show me the usage online. I have received a text message that my bill is due but the amount does not match my invoice when I created the account and when I call in to use the automated system it does not mention any extra usage. I cannot access a Koodo employee by phone as it just stays on hold. Therefore my question is:

1) How do I view my bill online?

I know that Koodo starts charging late fees if you miss a payment so I find it very frustrating that they are not showing my bill and yet expect me to pay.
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Pete

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Posted 10 months ago

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Cory

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You will need to contact Koodo via Facebook or Twitter DM to get it sorted. It's much faster than calling.
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Pete

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Thank you for the reply Cory. I just tried calling the other major mobile phone providers to see if anyone had a better wait time and found that Rogers offers a service where they call you back when a representative is free without losing my place in line. An extra 15$ a month but sounds a lot less of a hassle/stress.
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Cory

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I've only had one time I had to deal with Koodo (specifically the web store) over warranty exchange (and eventually return) on a defective device. After a 20 email exchange, it went fine and I have nothing bad to say.

Also, Bernard has been quick at sorting issues in the forums here.

Calling in is a whole different matter. Wait times can vary drastically.

If you feel that for your situation/peace of mind, $15 a month is worth it to switch, then do what's best for you. :)
(Edited)
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Mayumi, Mobile Master

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Koodo has call back system tho.  After you dialing *611 and if wait time is long, they will ask you if you want to continue on hold or call back.

You mentioned you recently came back, so your bill is included prorated amount.
That's why the amount does not match your invoice...?

Contact Koodo through FB first as Cory suggested, and if you still feel like going to other providers, then it could be best for you.

I'm curious.. where did you go and why you decide coming back to Koodo again?  Is it phone/Plan promo or coverage or something else?
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Pete

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Thank you for the replies Cory and Mayumi.
Mayumi, I am sure that is the case with Koodo call backs, the system told me the hold would be over fifteen minutes, I waited about two and that is all the patience I had, so I did not discover the call back feature.

Mayumi, I wish the problem was the prorated amount not being included, however, the invoice they gave me when I signed up included the prorated amount but the text message amount is still greater.

Thank you for the FB suggestions, but I do not have the patience to go that route.

I recently changed to Public Mobile (Part of Koodo family) for lower rates, however my work just rolled out a new plan where they pay for part of my phone bill and Public Mobile does not provide bills including HST, so I came back to Koodo. However, since I am only paying part of my bill, a little extra for no waiting on the phone is worth it for me, so I am off to Rogers.
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Pete

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For anyone else thinking of switching, I have now been with Rogers for over a month now and they too did not provide access to my first bill. I was able to reach Rogers agents almost instantaneously but their demeanor did not match Koodo agents and their ability to get things done was abysmal (the manager of Billing was unable to create bills). Therefore, I think I have spent more time talking with Rogers agents then I would have spent on hold waiting for a Koodo representative for the same problem. In summary, Canadians have poor telecom choices.