My prepaid account shows a balance of $45 along with 3 topup charges of $17.25 in February yet Koodo wants more?

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Andrew Henry

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Posted 2 years ago

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Robert, Mobile Master

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Hello Andrew.

Not sure to understand why you say Koodo wants more?
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Mitchell Palmater

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Your base plan doesn't even renew for another week or so.
If you're unable to make calls or whatever it's because you have no active booster.
You can buy that with your balance.
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Andrew Henry

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I have a talk booster with over 120 minutes and a data booster good for more than a Gig. I cannot talk to anyone at Koodo?
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Andrew Henry

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Koodo tells me that my account has been suspended. Koodo says I need to topup my account. Three charges of $17.25 went through my VISA in February. Normally my account is automatically topped up mid month.
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Mitchell Palmater

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That's weird. Your statement shows you renewed on the 15th.
Unless you changed base plans you should be good until around march 16.
See if texting works!
If not you need to top up the base plan (i'd call *611 to sort out the payment stuff in that case)
If you can text still i would double check on your minute booster.
Another thing I see happen a lot is people assume they are suspended when their calls say "not registered on network" which would mean you need to pop out your sim and put it back in.
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Mayumi, Mobile Master

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I also noticed you didn't get ATU discount 10% in February after the Auto top up.
It have to be system glitch.

Call customer service *611 from your phone as Mitchell suggested.
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Andrew Henry

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Customer service? 611 is fully automated. Cannot talk to a human being. Cannot resolve the issue. This is what Koodo tells me. "Base Plan Expired | 902-818-4895 | Current Balance $0.00 " but my account statement has a balance of $45. I have lots of talk and data. I want this resolved in a timely manner.
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Mitchell Palmater

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The automated system tells you how to get to a representative if you just listen to them.
No one here on the forum can fix it for you, we're just fellow customers who happen to know enough about it to suggest a course of action for you.
You have to call in and speak to someone in billing
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Robert, Mobile Master

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Try to dial 0 in order to speak with someone. It works on postpaid.
(Edited)
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Andrew Henry

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Koodo tells me that my account has been suspended. Koodo says I need to topup my account. Three charges of $17.25 went through my VISA in February. Normally my account is automatically topped up mid month.
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Melissa, Employee

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Hey Andrew! Were you able to get in touch with someone from our customer service team? If not, send us a detailed email through this link http://koo.do/11eMLdy and choose "social media" as a category.  Let us know if our team was able to fix the issue if you already contacted us.  Thank you!

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