Shock Free Data Not Paused on Brand New Account

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  • Updated 1 month ago
I just signed up for a new plan with Koodo (coming from their parent company Telus) in February. One of the main reasons being the shock free data - pausing data once it was at the limit. I went to pay my first bill and upon logging in I saw that Koodo is now charging $70 extra in data!!!! I did not unpause or authorize more data. I received a text saying it was 100% and the next day 50% and then a 75%. It is like the messages are all over the place and not accurate. I tried emailing Koodo, however no one has responded and it has been 3 days. Not impressed as I feel like I am not getting what I signed up for!!! Please point me in the right direction of who can fix this.
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natasha byrne

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Posted 1 month ago

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Goran, Mobile Master

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Sorry to hear. If you go into self-serve does it show as enabled under usage?

Email tends to get quite backlogged. You can send a private message to Koodo via Facebook Messenger or DM via Twitter and they'll respond in a day or so atm
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Allan, Mobile Master

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Did you check your pdf ebill to make sure it was data charges and not something else? Data should pause once you reach your limit.
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natasha byrne

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natasha byrne

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Yes it says data and I haven’t been out of the country to use it so can’t think of any other charges it could be. I didn’t authorize it to go over at all. I can’t find any button to enable it even if I wanted to!
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Allan, Mobile Master

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Click on where it says $70 on data and take a screenshot of that.
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Mats

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You haven't even used half of the 2gb data on your plan so it looks like roaming data overages. What do you see when you click on the red $70 data button?
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Bernard, Official Rep

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@ Natasha, let us have someone look at your account. What I do see is that on the 11th of March you did get the notification that you used 100% of your 2 gb for the month. Then, it seems, purchases of 100mb were made several times, hence all the notifications after for each bucket. Regardless, if there is something wrong we'll fix it and look after it. Give us some time but will get back to you here to give an update. Your bill cycle is on the 27th of every month so we have some time before things are due. Will also look into why you haven't got a response via email. Thanks for the heads up! 
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natasha byrne

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Hi all,

Thank you to everyone who responded!

Koodo has credited back the difference - however, how do I ensure that the shock free data will from now on and I won't be charged?

Thanks, 

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Bernard, Official Rep

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Looks like at some point your notifications were set just notify for some reason. We are looking at the transaction history if it was done, somehow, on your end or ours. In our self serve tool under usage then notification settings is where these changes are made typically. 

For now we have set it back to 'block/pause'
(Edited)