Overcharged after account was closed

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On July 6 last year i closed my account, paid $75- and asked for a closing bill of any funds that were left over (about 30 dollars). I never got a closing statement  from koodo; instead they went on to charge me another $157 for 2 1/2 months AFTER my account had been closed! (July 7 thru Sept 16 2106). I returned to Canada to discover that koodo had then sent that (latter) amount to Collections. Surely this is illegal? How do i redress this with koodo? 
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David Jonas

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Posted 1 year ago

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Robert, Mobile Master

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Hello David.

I'm sure if we could see the bill with the important information hidden we could help you out.
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David Jonas

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"October 16, 2016 DAVID J. JONAS Account number: XXXXXXXX.

Previous charges and payments

Amount due on your last bill (Sep 16) Payment received

$233.30 $0.00

Manage your account with Self Serve, it’s quick and easy! Visit koodomobile.com/support and click on SelfServe.

PAGE 2 of 4

Balance forward from your last bill ........................................ $233.30"

as you can see i have been charged from when i closed the Account -- july 6 --- up until Sept 16. These charges were $71 per month, plus the period July 7- July 15. Total amount over-charged = $157-. I never received a closing statement from Koodo even though i called to close my account and had the phone shut-down on July 6.
(Edited)
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Ivan, Mobile Master

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Please send Koodo a private message via Facebook or Twitter. They'll be able to discuss account-related info directly with you. An employee will see this soon enough, but it'll be faster if you reach out there.

We don't have access to that information here.
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David Jonas

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There were also about $50 of over-charges back in May when Koodo charged me 50c per minute for my calls to koodo to sort out why i was over-charged when i visited Europe.....Surely we don't pay for calls to koodo to address koodo's errors? I addressed this to koodo but never got a response (or closing Statement).
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Ivan, Mobile Master

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Calls to customer service are free when you call 611 from your Koodo line. If you call the toll-free number instead, regular airtime usage applies.
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David Jonas

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So "toll-free" isn't exactly toll free......
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David, Mobile Master

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Tolls refer to long distance fees. It is a long standing definition.
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Ranjan, Official Rep

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Hey David - here's what I'm able to see:

  • I don't see any notes of a cancellation request on the account - when you say you closed it, did you speak with a representative over the phone? (that's the only way to close an account)
  • Bill issued May 16 included a balance carried forward from your April bill which wasn't paid
  • Payment made on May 25 but for only a portion of the bill - remaining balance was carried forward to your June bill, issued June 16
  • Payment received on June 29 of $75.75 (as you've noted), but this again did not clear your balance - new bill issued on July 16 for outstanding balance, as well as charges for the upcoming month as no cancellation was noted on the account
  • Account was then suspended for non-payment on June 30 (because of overdue balance and no payment arrangements having been made)
  • Following all this, the account was closed and then passed along to collections
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David Jonas

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as you say "Account was suspended for non-payment on June 30" (my records say July 6) ---- so why was i charged for July 1 thru Sept 16 totalling over $150?
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Ranjan, Official Rep

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Because there's no notes confirming that a cancellation request was put in, the account was only suspended for non-payment - meaning the service gets suspended until the balance is cleared, but it's not cancelled, so all service fees are still applicable. Once the account was deactivated, then the monthly payments stop getting charged, and you're only responsible for the balance owing. 
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David Jonas

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Ranjan, I called to close my account on 30 June (of last year). It was shut down later that day. I don't understand why koodo went on to charge me for another 2 months....surely this is not legal?
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David Jonas

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yes, i called on 30 June and closed it over the phone. I spoke to a woman, she said you know you have some money owing on your Account, and i said, yes, please send me a final Bill, since i would have 1 July thru 16 Aug refunded. I never received the closing bill....Koodo never closed my account as requested. 
(Edited)
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Aisha Dahag

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so my account also has an overcharge of about 250$, after taking a koodo account that I had been told after taking it out of the phone, it would be deactivated or there would be no charge for the month. I have been abroad for about six months and I haven't had my line activated in that time. I don't understand how I have an outstanding bill plus the threat of a collection agency. How does an account that hasn't been active for months just suddenly accumulate a bill. I paid my bill at the end of June despite using it for about 7 days, so I wasn't being careless. 
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David, Mobile Master

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Were you talking to the representative about travel? If so, the response you received was in relation to ROAMING costs. Removing the SIM does not suspend your account, nor does consuming no data, texts or calling minutes reduce your cost to zero. Unless you are on a prepaid account, where you must top up each month or the service is cancelled, post paid accounts continue to accumulate fees, whether you use it or not. If you did not suspend or cancel your account by calling in to Koodo before your trip, your account would stay active, accumulating fees, and leading to cancellation and eventually sale of the account to a collection agency.

If you think of your cellular service as cable TV, you pay the same amount whether you choose to watch 720 hours per month, or zero hours per month.
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Aisha Dahag

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It is not the same impression I got from the salesman, and to have me pay for some account that has not been active for more then 6 months is ridiculous. However, I am willing to cooperate, you can shut down my account....but to have me pay a good 40$/month is overboard unless you are willing to reduce the fee. It is not my fault that your company representative is incompetent. 
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Goran, Mobile Master

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Unfortunately I don't think that speaking with Koodo will help at this point as it has gone to a collections agency. You'll have to square away the amount owed with them. Maybe you can get them to accept a lower amount.

I'm not sure if speaking with Koodo about the rep misinforming you could help. Maybe you could send a private message to Koodo via Facebook Messenger or DM via Twitter for the collection agency to maybe accept less, but I'm pretty sure that won't work out at all.
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Aisha Dahag

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And yet again, this network is a complete and utter disappointment! 
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Goran, Mobile Master

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I'm not sure what you expect. It would be one thing if you reached out to Koodo before it went to collections but at this point once it is through collections, you have to deal with the bill with them. Koodo has squared away the amount owing by sending it to collections.
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Puya Daravi

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Same here. My account was overcharged. I talked to them and they agreed to wave some part of it and close my account. Now after two months I just checked my account again (in case they screw up again), and lo and behold, they have been charging me for the past two months even though the operator on the phone confirmed I don't have to call them again and that my account closer was final. And don't let me start on the phone 'support'. You have to be on hold for hours like my time is not worth anything and if I am lucky someone might pick up the phone. Shadiest worst phone company in Canada and that is saying something considering how shady the phone companies are in Canada.
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Lily Ellis

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Well actually in regards to paper bills, last month I switched from postpaid to prepaid and I was surprised to receive a paper bill from Koodo (final postpaid bill).
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Puya Daravi

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Hi Ranjan, you DID screw up because I DID cancel my account with your colleague when I called and he assured me that I would not need to call you again. The reason you don't see it on your system is that you guys screwed up. Otherwise, why would you keep charging me after I have closed my account? Yes, you keep sending text messages to a number that I am not using because... you guessed it... because I have closed the account.
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Ranjan, Official Rep

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As mentioned Puya, the only mention of 'cancellation' that I see is in the email that you sent in mid-December. A reply was sent confirming cancellation cannot take place over email and instructions on how to cancel were provided, including the contact number and hours of operation. As of right now, the account is still open,
Wait times have been longer than usual for the past few weeks due to inquiries about holiday promotions, so your best bet may be to try first thing in the morning when we open.
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Puya Daravi

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Hi Ranjan, I am not surprised you guys would screw up my cancelation since you seem to not have read my previous message even here, in a public forum. I am not talking about the email I sent you mid-December (when I asked TO BE CALLED by your support to cancel over the phone). I am talking about when I called over the phone (had to be on hold for hours), were transferred 3 times, until I was assured by a supervisor that I did not have to call again because my cancellation was final. The reason I am not calling you guys again is because YOU ARE THE ONE WHO SCREWED UP. And I have a life believe it or not! Your so called phone support requires hours and hours of my life to be on hold. Wait times have not been "longer than usual". They have been the same since I first signed up with you in the summer. The reason your phone lines are always busy is because you do not have any problem charging customers, but do not want to hire enough customer support employees to provide the necessary services.
(Edited)
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Ranjan, Official Rep

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I do understand what you're saying Puya. However, I'm unable to validate this by the notes in the account.
At this time, the account is still open and carrying an outstanding balance that's overdue. We do not have a valid alternate contact number, and cannot process cancellation via email. Please give us a call to get this sorted out. 

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