Removed credit card, getting "insufficient base plan funds" message

  • 3
  • Idea
  • Updated 4 years ago
  • Not Planned
I have always made the credit card payments for my daughter's prepaid account, but now I want her to start looking after the account and link her own CC to it.

There is a balance of $15 and the renewal date is 2 days away, so last week I unlinked my CC from the account and told her to link her own CC after the renewal date (Koodo should just take the $15 balance).

However, today she just got a text saying "insufficient balance in the account to renew base plan". I just called Koodo and was told that the message is just a reminder and can be ignored. Well, we never got this reminder when a CC was linked to the account, plus this message is very misleading.

If the purpose is really to remind the customer, the text should contain the word "REMINDER".
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Patrick Coghlan

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  • confused

Posted 4 years ago

  • 3
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Sophia, Mobile Master

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I got that very same message 2 days ago, because I temporarily cancelled auto topup. Would you like me to change your question into an idea? Since that is what you're suggesting really :)
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Patrick Coghlan

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I suppose it's not really a question, so okay.
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Sophia, Mobile Master

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Done :) Remember if it's implemented, you'll on your way to the fabled Genghis Kahn trophy which - rumors have it - includes a gift in the form of a phone :D
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Patrick Coghlan

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I'll be happy if I don't get an e-mail from my daughter in southern Ontario telling me her phone service stopped, two days from now :-)
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Sumaya K.

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Thanks Sophia for changing the status :)

Patrick, we're looking into your idea!
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Patrick Coghlan

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Okay. I just don't think that, if I have a $15 balance, I should receive a "you don't have sufficient balance to renew your $15 base plan". A reminder is much more appropriate. My daughter didn't know what to make of it.
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Sophia, Mobile Master

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Obviously Koodo thinks so too, Patrick, the idea is "under consideration" already :D
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Cynthia Hu

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Hi Patrick! Thanks for flagging this to us, we've been investigating and have tried to replicate this but have not had any luck. Did you receive the same SMS this month?
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Patrick Coghlan

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It only happened when: a) had a $15 balance and b) CC removed. Koodo should have just taken the $15 balance and not send the SMS. All prepaid accounts have CCs linked so I don't think we get the SMS any more.
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Cynthia Hu

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Thanks Patrick. Hope you don't mind but I'm going to send you an email to get more information so we can investigate.

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