Phone plan does not include advertised details

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I recently switched my phone plan to one that is currently still offered, with the following details:
  • 2 GB of Shock-FreeTM data
  • Unlimited Canada-wide anytime minutes
  • Unlimited messaging (text & picture)
  • Call Display, Voicemail, Call Waiting, Conference Calling and Unlimited Canada-wide Family Calling
  • Additional data $7/100 MB
This plan is a limited time promotion until July 3.
However, I did not receive the 2GB of data. I was just charged $7 for using 51MB. 

There is a similar phone plan to this one, for the same price, that includes pay-per-use data. I know I did not add this one to my cart, but it seems to be using pay-per-use data instead of the 2GB that was advertised.

Who do I contact about this? I would like the 2GB of data, as advertised. 
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S

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Posted 3 weeks ago

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Mats

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When you are logged in to your self serve what does your plan show? Was the data used before you made the plan change? It will show in your data usage in self serve.

Contact details are at the bottom of the page including Facebook and Twitter links.
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Dinh, Mobile Master

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hi S,
Which specific plan did you switch to? Some plan data bonus is only available for new activation/ new hardware purchase. The $45 seems to be the one that allow current customer to switch to.
Also, did you add the 2GB when you checked out? I thought there was an extra steps to add that one.
(Edited)
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S

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Prior to switching plans, I had 2GB of data. It now says the 2GB is expired. The 51MB usage charge was from the day after I switched my plan. 

I switched to the $45 one, which (as you said) had no details about requiring new activation/new hardware.

Edit: I've sent them an email too. But I thought maybe there was something I was missing about what I needed to do on my end.
(Edited)
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Dinh, Mobile Master

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eh, so just to clarify. Your previous plan had 2GB of data already? and you reached the data limit. After that you switched to $45? the $45 had total of 2GB (including bonus).
(Edited)
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S

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My previous plan had 2GB of data. I had not reached the limit - I was at 588MB when I switched plans to the $45 w/ 2GB option.
(Edited)
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Dinh, Mobile Master

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Then you need to contact Koodo directly to ask them to add the 2GB bucket to your plan. I think during the switching, there could be something wrong. Normally there was a step to tell you about the add-on bonus. I would suggest you contact them through facebook to avoid the waiting time on phone.
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S

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Ok, I'll do that. Thank you.
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Mats

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If she/he picked that plan the data was not a bonus. It came with the plan.
(Edited)
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Luis

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I changed from the $40 plan to this $45 on Monday.  After the change, got an email to say which services I added and removed. 

When I go to self-serv under the Mobile Services drop selection,it says 
Your current plan
$45 per month
Unlimited mintues
2 GB of Shock-Free Data
Unlimited messenging

Your current plan should be similar to mine.

My billing with this change is on the 1st.  
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Bernard, Official Rep

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@S, you switched to this plan below. It is an unlimited minutes plan with NO data included. 


There is a $45 promo plan with 2gb data included til July 3rd though. 
(Edited)
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S

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That's my point though - I did NOT switch to that plan. I selected the plan with data, and checked out under the impression that the plan I selected was the plan I was actually getting. I seem to have received the other plan instead.

Even now, if I go to add the plan with 2GB data to my cart, it does not show the 2GB data as part of the plan after I add it to my cart. If I had known before that the data should have shown up on that page, or something, then I would have known something was wrong before I checked out. I am not selecting the wrong plan. This seems to be a bug with the promo. 
(Edited)
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Allan, Mobile Master

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Could you take a screenshot where it doesnt show the 2GB of data when you try to add it?
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S

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Sorry - I misinterpreted the cart screen, as it redirected me to my own plan again with no indication. I cannot actually add a plan to my cart anymore, since now I can't change my phone plan again until July 14th (after the promotion ends). 

I am still sure I added the correct plan. I should have taken a screenshot or something then, but it's not something you think to do at the time when you don't know there will be complications. 
(Edited)
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Bernard, Official Rep

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Hey there! :-) Per our chat this morning, we will help you out to get you on the plan you wanted originally. :-) 
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S

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Thanks so much! I appreciate it!

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