What am I missing here?

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Last month I switched my billing to pre-authorized debit via my bank, instead of using my credit card. Stupidly, I forgot I had done this and transfered money to the card as I had in the past.....Understandably, Koodo and my bank both dinged me for being NSF. I get it. What I don't get is why Koodo, who texted me a 'Heads up' that my E-Bill with the extra charges could be payed by Nov. 26th and then they debit my bank account on Nov. 18th, which...you guessed it....results in more NSF charges from the bank ($45). Is this right? The Koodo customer support rep I spoke to on the phone said they're entitled to withdraw their fees 10 days prior to your due date...What am I missing here?
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bill wright

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Posted 3 years ago

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Chad Burr, Mobile Master

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Unfortunately, if you read the Terms Of Service of the pre-authorized payments agreement, you give them the right to pull the money as soon as the bill is generated which could be before your due date. You also waive notification of that date.


Your going to need to build a cushion in to your account to prepare for this so it wont happen again.

(Edited)
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bill wright

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Nonetheless, it is misleading to tell a customer directly, through a Koodo generated personal text, that they have until Nov. 26th to pay, when in fact, they do not.
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bill wright

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If I received the following text, and I did (11/7/14 @1:46a), I would take Nov.26 as a due date;

"From Koodo: Heads up that your E-Bill is ready. It's $104.10 if paid by Nov.26, 2014. Go to koodomobile.com...to view."
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Chad Burr, Mobile Master

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Okay a compromise (although a bad one since it's unreliable) Koodo sends a text when they debit the acct. Gives the consumer a chance to cover it before it clears.

But I can just see the people complaining that their accounts were debited and they never got the text.
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Chris Petersens

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Well. I think I'm saying the same. They should have a different text for preuth people. Just like you said the text would state for preauth people "Your bill is ready and has been debited".

For everyone else it would say "Your bill is ready and due to be paid by X date."
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Cameron Jones

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I just noticed my bill too. So if you're on pre-auth payments with credit card no due date is on the bill? Not sure I like this. And Chad you're right, a good majority of people don't read
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D'arcy Hodge

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ok but i've always been on monthly payments (for 4 years now) and my payment has always come out on the 1st of the month. This month I had payments come out of my bank account on November 1 and November 24th, both for the same amount. To arbitrarily change the date my payments come out after all these years without notifying me is a load of bull. Plus the self serve site says my payments come out on the 1st. This is poor customer service.
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Chris Petersens

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They did tell people about it. It was on out bill a couple months ago. The reason for the change was, as they explained it, to give more time to folks in case the payment doesn't go through.
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Chris Petersens

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There is no "due date" on the pdf. At least I can't easily see one. But on the self serve overview page, where it shows how much you owe, they also state when it is due. On preauth it just tells you when the amount is going to be taken out.

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Cameron Jones

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Is this a mistake? Why wouldn't my PDF be same as what's in self serve? No biggie
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Chris Petersens

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I guess koodo thought to get to the pdf you have to log in. The first page you see has all the vital info with balance and due date, but I agree consistency would be nice.

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