Positive Tab Taken

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  • Updated 9 months ago
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Up until last month I had 150 positive tab on my son's phone and 111 on my own. I purchased a phone for myself using the 111 and now my son's 150 is gone minused off my last bill with Upgrades, payoff & credits. Obviously if i had known that the 150 I accumulated over the years would have been wiped out i would have purchased him a new phone as well on the same day. Now I had to oder him a new phone and have to pay back a tab monthly. Is it true that the 150 was just taken from one phone when the other was upgrades without notice. They dont share a plan or anything just a bill. Appreciate any information so I know whether this 150 really was taken.
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Jayme MacDonald

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Posted 9 months ago

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Mayumi, Mobile Master

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What phone did you buy?  If it used your son's $150 positive Tab, then your $111 Tab should still be there. 
Can you log into self serve and check each lines Tab balance?
Is it possible you updated your phone under your son's line by mistake?
They don't take away your positive Tab until you upgrade your phone.
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Jayme MacDonald

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I bought LG K4 and on my July Bill my balance was 0 and my sons was still 150 reflecting the use of the 111. Then on my August bill there is the removal of my sons 150 with the line indicator  Upgrades, payoff & credits. The SLA for my phone has my number on it not my sons. Appreciate you taking the time.
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Mayumi, Mobile Master

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Retail price of LG K4 is $120.  
If you bought it outright, you would have pay $9 upfront.
If you put it on Tab S, then -$9 balance should be shown.

I'm puzzled that it shouldn't use whole $150 positive Tab even if you purchased under your son's line.
Unless if the K4's price was $150 at the time you purchased it.

When did you buy K4?
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Allan, Mobile Master

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Login to self serve, select your sons account and try to purchase a phone. When you get to the checkout to you see the $150 credit?
All the positive tab balance were set to $0 in August and the $150 appears when you go to purchase a phone.
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Jayme MacDonald

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It was 120 and I did pay 8.64 and the 111.36 was used for the rest. I just bought the same for my son and now I have 5 tab for 24 months no sign of the 150 in either case. It was 120 retail for both purchases as per the SLA's
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Jayme MacDonald

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I did purchase and no sign of the 150 here is what the SLA says;

Cost of your phone:

Full Retail price: $120.00

Total Tab amount: -120.00

Your upfront phone cost*: $0.00

Your Tab Balance:

Starting Tab balance: -120.00

Tab recovery in months: 24

Monthly Tab Reduction: $5.00

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Ranjan, Official Rep

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Jayme - here's what I'm seeing:

The number ending in 42 purchased the LG K4 back in July. There was a positive tab balance for $111.46 applied towards the purchase, and the remainder of ~$8 was paid up front. No outstanding tab for that line, since the full cost of the phone was covered by the positive tab balance and the up-front payment.

The number ending in 95 was upgraded yesterday to an LG K4 as well, but I'm not seeing any of your positive tab applied towards this purchase. You do in fact have $150 that can be used towards the purchase of a new phone. Might be best to revisit the location you purchased this from and have them make the appropriate adjustments. 

Hope this helps. 
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Jayme MacDonald

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I purchased it online so there is no location for me to go and there was no reference to the 150 during the purchase. It was shipped as of yesterday.
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Jayme MacDonald

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Wonderful Ranjan thank you again, I am pleased to find out it wasn't just lost after all of those years.
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Jayme MacDonald

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Hi Ranjan I contacted the webstore and received the following which is not true as my Tab still reflects -120.00.


Hi Jayme, 

Thanks for contacting us. I'm happy to assist you with your inquiry.

I understand your concern regarding the tab credit. Please note that After a careful examination of your order and tab, I verified that the offer of $120 was applied on the order. Your tab is now at $0.00 and you didn't pay anything for your last order. 

If you need further information, you can give us a call at 1-844 566-3697.

Hours of Operation:

Tuesday to Friday: 3pm to 9pm EST

 
Koodo Mobile Webstore

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Ranjan, Official Rep

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Hi Jayme - you're correct, I don't see the tab charge reversed on your account. I just reached back out to the team to find out why the agent said this had been corrected, and to escalate the issue so that we can get it resolved asap. Sorry for the delay.
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Ranjan, Official Rep

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Hi Jayme - the tab has been reversed and shows no outstanding balance. You should be able to see this in Self Serve now as well, but please verify and let us know when you get a chance.
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Jayme MacDonald

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I have confirmed Ranjan that the balance is now 0. Thank you so much for your assistance and for working this out for me I very much appreciate it.

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