Top Up Problem

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  • Updated 4 years ago
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Hi there!

I'm new in using prepaid. So last month, Koodo had told me to buy a top up voucher before the end of every month to pay for my $15 base plan. I also had a Talk Booster for 100 mins. My base plan expires today so I topped up $15 a couple days ago only to find that I currently have a balance of $5 from Koodo for free because it's my first base plan renewal.

And this:

Oct 2, 2014 Promo Credit–PP15/Crédit Promo –PP15 Credit of $5.00
Oct 2, 2014 $15 Base Plan Purch/Achat d'un forfait de base 15$ Debit of $15.00
Sep 29, 2014 Top-Up Voucher / Réapprov. avec un bon Credit of $15.00

And I also received a text saying that I don't have enough money in my account to renew my plan on Oct 2.

Where did that $15 top up go and am I doing this wrong? I am really confused.

Thanks!
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zen

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Posted 4 years ago

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Peter

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That's odd. I think you're best bet is to give Koodo a call and they can give you a more detailed understanding of the various charges. I'm sure you didn't do anything wrong :)

You can reach Customer Service at 1-866-99-KOODO (1-866-995-6636) or 647-788-4337.

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Sunday: 9am - 7pm
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Sophia, Mobile Master

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Hi zen,

What does your current balance say? (front page)?
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zen

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Just $5
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Sophia, Mobile Master

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So you get Koodo prepaid on Sept 2 with $20 credit.
$15 is used right away for the first month base plan: $20-$15=$5 credit.

You bought a $5 booster: $5-$5=$0 credit

On Sept 29 you topped up with $15, that should have brought your credit back to $15

On October 2nd (today) your base plan was renewed: $0 again.

You got a bonus of $5 which brings us to today's $5, which is exactly correct :)

You probably got the text that your funds were not sufficient because you topped up on the 29th... you don't have to worry about that! It's all good :D
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zen

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The booster was actually $10, bought together with the first month base plan on Sept 2? Haha

Also quick question. If I wanted to buy more boosters next month with a top up voucher, do I just add in the total amount lets say $15 base plan + $10 booster = $25 and just go through the self-serve prepaid and select the boosters on my own? Or can I just buy boosters and add anytime with a top up voucher?

Thanks :)
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Sophia, Mobile Master

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Once you add the funds, you can use it for anything, data booster, talk booster or just a regular top up. If you don't use the funds, they will be used for top up by default :)
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zen

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Alright thanks very much for the help :)
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Sophia, Mobile Master

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You're quite welcome and although I'm sure you are aware of it by now, just a heads up that if you use auto top-up, you get a 10% credit discount :)

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