Top up voucher problems

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  • Updated 2 years ago
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My prepaid plan expired two days ago and I bought a $15 Top up voucher today. I tried to use it. It said that it was accepted, but there was a problem (i didn't copy the message exactly). Now my balance comes up as zero, but in transaction history it says the top up went through. Any suggestions? I tried calling *611 but they wont let me through because the account expired.  And I wrote an email asking for help. But I don't want to pay for help to a problem that is a glitch in the system.
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Mona Kristevic

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Posted 2 years ago

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Sophia, Mobile Master

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Hmm can you post a screenshot of your first page of the self service (with personal information blacked out)?
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Mona Kristevic

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I didn't take a screenshot of the first screen when I tried to recharge. This is what comes up when I try to process it now and the transaction screen.
(Edited)
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Sophia, Mobile Master

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Hmm but that doesn't tell me why your plan did not renew. What does the first page mention as to what balance you currently have?
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Sophia, Mobile Master

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See the way it looks to me is that you are trying to renew a $35 base plan with $15, but I might be wrong of course. The first page gives more details as to the exact status of your account.
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Mona Kristevic

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$0 . My plan refuses to renew because it says i have zero dollars in the account. i also am changing the plan from the $35 prepaid to $15 prepaid, but that shouldnt make a difference to my top up voucher registering.
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Sophia, Mobile Master

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I'm not sure what the issue is, and you say you're not able to call 611? I suggest you send Koodo a private message on facebook. BTW I still see your plan listed as $35, you need to change that to the $15 plan before you top up. But you are right, your balance should be $15, not 0... So I'm as puzzled as you are!
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Julie, Company Admin

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Hi Mona! 

This seems odd indeed. 

If this is not yet resolved, can you please send us a private message on Facebook or Twitter? We'll be able to access your account in hopes to pin point the issue and get this fixed for you. 

Thanks!