plan includes international minutes but being charged for them

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I took a plan with 1000 free international minutes ans checked that UK was included before agreeing to it. I have been calling the UK since then and seems I am being charged for these calls instead of them being taken out of the 1000 minutes I have. Can someone tell me why?
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Posted 1 year ago

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Dennis, Mobile Master

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If you look at your detailed pdf e.bill do you see the charges for long distance or talk minutes?

I believe that you have gone over your anytime talk minutes and are being charged for that.

Long distance calls use both talk minutes and long distance minutes.  With your 1000 mins long distance add-on, the long distance minutes are covered but you are still using talk minutes
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David, Mobile Master

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There were two offers of 1000 minutes. The first one, sometime before September 2016 (if memory serves) included calls to the UK. The second, more recent one included the following countries:
  • India
  • Germany
  • China
  • Hong Kong
  • Bangladesh
  • Italy
  • Mexico
  • Australia
  • Taiwan
 If your plan change was for the more recent one, UK calls are not included. There may have been some confusion if you were speaking to a store clerk, as they may have confused the two.  When did you add the plan to your account?
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I got the plan at end of December 2016. The guy in the store actually showed me on paper that UK was there

No way I could have gone over 1000 minute's since the start of this year

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Allan, Mobile Master

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Like Dennis said above, a call to the UK will use your regular monthly minutes AND it will use your 1000 minutes for the UK.

The 1000min you have is to cover the long distance charges but if you go over your monthly allowance (Could be 100min) then you will be charged for each minute over that.

Like stated above, could you check page 3 of your ebill and let us know what it says the charges are for? If you can't figure it out still, take a screenshot and post it here for us leaving out any personal information and we can explain it to you.
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David, Mobile Master

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Then it seems you were shown old paper that the shop would have been told to discard. Since the UK was not included in December plans, all minutes to the UK would be charged to you. There is a $20 per month unlimited UK calling Add-on which may be of value if you make a lot of calls to the UK.

The website was very clear at the time of the list of countries.
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anyone have a number to phone Koodo pls? I need to get the charges removed from my bill. I took the plan with the assurance from the Koodo rep at the store that I could phone the UK and have about $50 worth of these calls that I made with the understanding they were free
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Ivan, Mobile Master

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It'd be likely faster and less time-demanding if you sent your concern to Koodo's social media team via Facebook or Twitter private message (links are the icons at the bottom-right of the page). The phone number can be found by following the Contact Us link at the bottom left and clicking the phone tab.
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thank you! i never seem to be able to find a phone number in the Contact Us section. I'll send a message througj Facebook good idea thanks!
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Avid Gamer24

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Big, big, big mistake, get unlimited UK calling, 1000 minutes who likes being LIMITED.