Koodo seem to have messed up.

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  • Updated 2 weeks ago
I use a basic prepaid plan and buy boosters for data and calls.
Today is 1 July, a holiday, and I ran out of data.
I looked into prepaid self serve and the red writing says my base plan has expired.
I called 611 and it told me my account will be billed tomorrow now go away. We're closed.
The phone still makes regular calls but it appears, because the system thinks my base plan is expired, I can't buy boosters. It does seem strange that a phone company is refusing money.

Can anyone confirm this or suggest a solution?
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John

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  • Annoyed

Posted 3 weeks ago

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David, Mobile Master

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You can wait until just past midnight to buy more data, or you can top up a new base plan so you can buy more boosters.
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John

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Waiting worked.
Topping up the account didn't.
If I had been away somewhere with no wifi for the long weekend, I would have been dataless.
Very sloppy programming by Koodo.
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David, Mobile Master

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Did you just add cash to your account, or did you also select a new base plan? Simply adding cash does not trigger base plan update.
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BobTheElectrician

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Safest method is to use auto top-ups, which will also give you an extra credit of 10%. Your baseplan will renew automatically since you will have the $$ already topped-up.

It's definitely safer to process orders thru the *611 automated system with a pre-authorized card.

Prepaid is the poor cousin you never hear about, and the web ordering site could use a little clean up.  Works on a strictly 30 day cycle, never mind what month it is. It's too easy to forget that you may have 2 top ups due one month despite the text warnings.
I suppose it would be too difficult for Koodo to text the client when a certain threshold of booster is remaining, as they do for shock-free data. There must be hundreds of aggravating stuations like yours that the customers and reps must have to deal with every month (or 30 days, for that matter).
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BobTheElectrician

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I stand corrected: Koodo does send 50% booster data usage warning texts.
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John

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Hi, David,
I added enough for the booster and for the base plan.
The auto top up hadn't gone through and was due next day. In spite of the fact that the payment wasn't due until next day, my base plan was marked as expired.
This should not have happened.
As for selecting a different base plan, I've been using the minimum plan for at least five years and don't believe I should have to change it for a more expensive one because Koodo don't know how to design a database.
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David, Mobile Master

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Since I can't reprogram Koodo's database, and you asked for solutions, I offered solutions. 
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Dennis, Mobile Master

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We are all just customers like you @John
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John

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Hi, Bob,
I do use automatic top ups. This was due the next day but my base plan was marked as expired in spite of this. Very careless work.

Having said that, I do appreciate the ten percent discount and the 100 minutes bonus talk time being valid for fifty years. The last few of my hundred minutes were used up when Koodo changed to Canada only calling and any of the older booster packages were cleaned out before switching to the new 600 minutes booster package.

As for reminder texts, the minutes warning (less than ten) is pretty accurate but the fifty percent and ninety percent data messages are usually highly inaccurate and can't be trusted. It's best to wait a week after the ninety percent warning and see what's left. Another sloppy piece of work by Koodo.
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Mats

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Hey John

Prepaid could for sure use some TLC and attention from Koodo.. Might not ever see it though as they want people to go to postpaid. You just happened to run out of data at the worst time(right before your base plan renews). I really dont get why the system says its expired. I understand your frustration.