Shock free data failed to pause and charged me overage fees

  • 2
  • Question
  • Updated 9 months ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I have a schock free data plan and went over. The data did not pause and I was not asked if I wanted to add more data. Instead the system shows a $5 overage charge.

Also, my email to customer service went unanswered. Rather disappointed that Koodo didn't even answer the email sent from the Koodo website.
Photo of Jeffsey500

Jeffsey500

  • 80 Points 75 badge 2x thumb

Posted 1 year ago

  • 2
Photo of Ranjan

Ranjan, Official Rep

  • 28,768 Points 20k badge 2x thumb
Hi Jeffsey - I do see that a notification text was sent on Jan. 31 at 10pm stating you reached 100% of your data. For the month. That said, I don't see any indication to allow overage from what I can tell.. but I may be missing something. Would you mind sending us a private message on Facebook? One of the reps will validate you as the account owner and dig into this a bit further. If there's an explanation, for the charge, they'll be able to provide details, and if in fact it's an error on our end, we'll get fixed. 
Photo of Shannon Braybrook

Shannon Braybrook

  • 70 Points
I am tired of seeing the same thing everyday...I use up my data sometimes within hours and I am not even using the phone. I have turned off as many apps as I can and have the shock free thing come on all the time. I am tired of paying the extra 5$ every time to top up on data that seems to be just coming on all day and wasting me money.   Can I just change both of my phones to a new plan with 2 gs of data each and this should be enough to stop charging me overages. I would like to pay around $65 per month for each phone. Thanks if you can help.
Photo of Mayumi

Mayumi, Mobile Master

  • 112,928 Points 100k badge 2x thumb
Log into self serve and change your plan. It's free to do that through self serve.
Best day to do this is close to the  end of your billing cycle to minimize your  probation charges.
(Edited)
Photo of Shannon Braybrook

Shannon Braybrook

  • 70 Points
ok. thank you.
Photo of Allan

Allan, Mobile Master

  • 57,086 Points 50k badge 2x thumb
Another suggestion would be just to turn of your data while your not using your phone and close apps completely once you are done with them.
Photo of Isabelle

Isabelle

  • 62 Points
I have received 6 sets of text messages indicating i was reaching the max. Of data... but i have never said i want to incurr more charges for data. I looked at my upcoming bill that indicates i certainly have been charged a ridiculous amount for data i had never requested. Same thing happened to me last billing cycle. Not super impressed especially since the shock free feature was a major reason i recently swirched carriers over to Koodo. Could someone from Koodo please contact me.
Photo of Allan

Allan, Mobile Master

  • 57,086 Points 50k badge 2x thumb
Have you been near the US border or been travelling outside of Canada recently?
To contact Koodo you can message them via facebook or any of the optiond in the contact us section below.
Photo of Jan Hope

Jan Hope

  • 4,356 Points 4k badge 2x thumb
Hi to All,

Certainly Koodo can make it more complicated to allow overages or purchasing extra data. The problem is that some folks will start probably to complain that they couldn't access  extra data in case of emergencies, fast enough.
Photo of Bernard

Bernard, Official Rep

  • 75,650 Points 50k badge 2x thumb
@ Isabelle, please send us a private message on Facebook so we can look at your account and see what the issue maybe. It soes sound like the 'block' is turned off on your account. 

This conversation is no longer open for comments or replies.