this is the worst company I have ever dealt with and can you believe it is a COMMUNICATIONS company.

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Photo of Louise Robert Baxter

Posted 2 years ago

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David, Mobile Master

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Is there something in particular the volunteers on this forum can help you solve?
I CERTAINLY hope so as my payment is due today!! A month or more ago I cancelled the Data from my cell phone, since it wasn't necessary to have all the emails, FB crap, sent when I could go online & see the same thing! When I called I was told my bill would be $61 plus tax of $7.93=$68.93!! Was told this would be effective October>>GREAT!! I get my bill & it's for $84.52!! 

I'd like to know WHY, as I mentioned>>MY BILL IS DUE TODAY but I certainly don't plan on paying an extra $15.59!!
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David, Mobile Master

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A) You should start a new thread with your inquiry, as it is unrelated to the original.
B) A review of page 3 of your PDF e-bill will give you details of your billing. It is likely due to your bill being pro-rated due to a change in your plan during the month. You can download it from self-serve.
C) Do you express this attitude with everyone you meet?
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Ranjan, Official Rep

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Hi Lorna, your regular monthly services do indeed come out to $61 + tax. However, this month you were billed for the following overages that are above and beyond your monthly services (by the way, you can view these in detail yourself if you log into your self-serve account and look at page 3 of your bill):

$3.80 - 76 mins. in total for calls to the U.S. (details for each call can be seen from pages 3-6)
$10 for an additional 1,330 MB of data used

You're currently on a $45 plan that includes 1GB of data. What you can do is switch to one of our shock-free data plans that automatically block your data use once you use up all the data you're allowed within your billing cycle. Alternatively, you can add a data block on your account that restricts any data usage except for MMS (picture/video messages). This way way no 'accidental' usage can eat up any of your data. There is a $2/month charge for this, and if you decide to go down this route I would recommend switching to our $40 plan that still gives you unlimited nation-wide calling, but no data. You end up saving $3/month. 

Looking at your account, you were previously on a $50 unlimited talk and text plan, and switched to this $45 plan in early August.. but as mentioned above, it does still include data. There is a note stating you requested not to receive any future emails from us, but that does not restrict any data use on your phone.
(Edited)
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Ranjan, Official Rep

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Hi Louise - as David requested, can we get some more info. on why you feel this way?

I took a look at your account to see if there's anything that stands out, and I see that you've tried to make a payment for the past couple of days that keeps getting declined. Based on the note on the account, it appears that you may need to look into this with your financial institution. Also keep in mind that based on recent changes, the details of the card (card holders full name and address) need to match the details of the Koodo account holder.
I have always paid my monthly bill online and have not made any changes to either my name, address or credit card and after trying to make it work for  2 days decided to try to contact someone to get assistance and the only place I could find was this forum. Then I get the e-mail that tells me to check with my bank, which I consider your company just passing the buck when I see how many other customers are having the same problem. IT IS NOT SOMETHING I DID WRONG. I then tried to get set up with my bank to add Koodo to my payees for telephone banking but needed the province of the payee(koodo), guessed Ontario but checked with a local Telus store and was advised the head office was in BC.  See, this is the frustration of dealing with a communications company that does not communicate.
Don't you think if changes this significant were being made to enforce security Koodo would communicate this with clients. Oh, forgot you are a communications company, maybe it is meant to have payments delayed so you can charge late fees, just sayng.
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Ranjan, Official Rep

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Security updates aren't broadly communicated to minimize fraud activity. That said, I do understand the frustration if you've been using the same method of payment for some time and all of a sudden you're unable to. If you do need to use your same card for payment this month, I would suggest dialing #123 from your phone and selecting option 3 for payment. The verification process for telephone payment is different from online, so you may be able to get by. For future online payments, you will need to make sure the account details between your payment card and Koodo service match up.
I have already made arrangements with my bank to set Koodo up on my banking on line payment accounts. I trust you will still send me an e-mail advising when my bill is available for payment.
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Ranjan, Official Rep

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I see that you were set-up for bill notifications before, Louise - nothing should change. If you ever question whether or not notifications are set-up correctly, you can always check in your self-serve account to confirm.
Have a great day.
Don't know how the account designation changed from Robert to Louise, it certainly doesn't matter to us but it does cause the problem we have experienced with payment somewhere along the way the xxx-xxxx got replaced with xxx-xxxx. Hopefully with my new payment arrangements we won't be put through this frustration in the future.
(Edited)

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