Unlink Me!

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  • Updated 4 years ago
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I opened a koodo acct. this summer, then my husband signed up for a plan & they linked our accounts. However, for some reason koodo wouldn't work on his phone, and he switched to fido. Nevertheless, I am being billed for 2 plans, and although I've spent a lot of time on the phone with koodo trying to unlink the plans (and my pre-authorized payment), I just received another invoice for his phone #. What can I do? I loathe the idea of spending more time trying to untangle this on the phone, but I haven't been able to 'unlink' accounts in self-serve--nothing happens when I push the buttons! I also don't want to put a 'stop payment' on my bank account, because I do want my bill to be paid that way.
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Suzanne Duiker Kroon

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Posted 4 years ago

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Cameron Jones

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You shouldn't be billed for 2 plans since your husband switched to Fido. Are you seeing his phone number in your self-serve account or on your last invoice?
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Mayumi, Mobile Master

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So, you want to "cancel" his account?
Call customer service again *611 from your koodo phone and explain them.
:Your husband signed up for a plan under your account but it didn't work, so you want to cancel his account/plan.(only his line)

They might had a hard time to understand what "unlink the plan" mean...?
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Cameron Jones

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I'm assuming because he 'switched to Fido' equates to he ported out and took his number with him which equates to a cancellation on Koodo's end. That's why I asked where his is number showing up since he switched.
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Mayumi, Mobile Master

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- " I just received another invoice for his phone #. "
I read this part and I thought his number wasn't cancelled yet. I hope it was a final bill for his portion then.
You can still see the number you cancelled for awhile(2-3month) on the self serve. At least I could when I cancelled 2 lines long time ago :)
(Edited)
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Cameron Jones

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I think you're right...it would be on bill for his portion and his number won't appear on any subsequent invoice. Because she's still on, there really is no 'final invoice'
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Mayumi, Mobile Master

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One thing for sure. She have to call koodo again and she need to make sure his line to be cancelled :)
(Edited)
Thank you for your replies--both phone numbers are still listed on my account, but now I'm confused as to whether it is only me that is being billed or both of us--his line does not show as cancelled, and the emailed invoice only shows my name & account #, not a phone #. I will call customer service again to make sure.
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Cameron Jones

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@ Dirk or Suzanne - log into self serve and look at your most recent invoice. IF his number isn't on the most recent invoice, that'll mean you're not being charged for it etc.
THank you--I needed to scroll down further to see the phone #, and indeed his number is not showing up there.
So that's good!
I'm not sure why his phone number is still listed on my account though...that's confusing. HOw do I change that?
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Hello

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Cancelled numbers show up in self-serve for 90 days after the date of cancellation. As long as the cancelled line is not showing up on your bills, in the mobile self-serve app or when you go to Billing > Transaction history > View one mobile phone on the account, it's gone and you're not being charged for it.
Thanks--that explains it!

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