Number of minutes in plan and unlimited family calling not shown in mobile services on self serve.

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Yesterday I ordered a new phone and changed my rate plan, I went from a $40 500 minute 500 MB plan to a Canada wide Promo 30 plan. I knew this was available since I have it on another line on my account. I ordered my phone online (live in remote community) and had to pick a current plan from the website ($35 500 minute plan) which Koodo immediately changed to the plan I wanted. However when I got my CSA email it shows the $35 plan not the plan I wanted. Shortly after I got another email of my plan details (see attached file). This however does not show the number of minutes (150) or that I have unlimited Canada wide family calling.  
My "mobile services" tab on the self serve does not show these details either. I phoned Koodo help to see if I could get something in writing that would reflect that I have these plan features. After checking with her bosses my help agent said that they can not send me this in writing but not to worry my plan has these features and that she made a note in my account file that I had questioned this. This seems strange to me. Is there anyway that anyone may know about to get this info from Koodo? Is there anything in the rules on cell plans that state the customer must be provided with written notice about there full plan details/features? Any help would be appreciated. Thanks.
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Dp4mullett

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Posted 2 months ago

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Goran, Mobile Master

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You are supposed to have access to the detailed info of your plan. If it's in self-serve then I wouldn't worry. Plans can be changed with 30 day notice so having in writing is more to show that's what you got to start with as opposed to that's what you must be entitled to.
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Dp4mullett

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It does not detail these points in self serve. See 
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Dp4mullett

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It does not detail these points in self serve. See 
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Mayumi, Mobile Master

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The plan showing in screenshot under "Added" is one of old plans. (C wide double promo on BB.

It seems those "added " and "removed" got mixed up...?
Also, current $35 includes 500 minutes with no data (pay per use data)


Can you log in to self serve and check your usage?

It will show you how many minutes you have with minutes usage circle.

Also, Koodo plan come with Family calling (It's on their plan page. So, you don't need worry about it :)

(Edited)
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Dp4mullett

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Thanks for the input however there is nothing mixed up in my image.

 The one shown as "Added" is my current plan. It is an old plan but still available today on the Koodo system - but not through self serve. 

 The stuff you underlined in your response is not applicable to my situation. This is not the plan I have but only the one I used to order my phone - per the instructions of a Koodo employee whom I was speaking to on the phone as I placed my order. It was never truely active on my account but only used as an input allowing the help agent to adjust things.  

Anybody got any ideas?  Thank-you. 
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Dinh, Mobile Master

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@Dp4mullett: your plan is likely an "expired" plan that wasn't available to all customer. They might haven't updated the text in selfserve fully.
 
However, as you already contacted Koodo and the agent promised to take note on your account on family calling, you don't have to worry that much. There should be a record of your phone conversation and the note, in case of disputing later. Just to make sure, the "family calling" are between different numbers in the same account.
(Edited)