When suspending a phone on your account

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  • Updated 2 days ago
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  • (Edited)
Continued plan charges having reported a phone stolen. So about 225 dollars have been charged to my card since my phone was reported stolen. Wasn't clear to me that I would continue to be charged my rate plan during suspension.

Noticed charges on my credit card statement and customer service won't do anything​ about the incurred charges. I'm extremely disappointed in koodo. If it was enough money to be going to a lawyer over I would... But sadly that's a huge waste of time and money all I have is social media to let people know how koodo conducts business.

They make anything involving payment changes as vague as possible and as difficult as possible to ensure they squeeze every last penny out of you that they can before you move on.

I feel like if you suspend a phone your rate plan should also be suspended... Or you should have the option to cancel. This is really shady.
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Bobby Long

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  • ripped off

Posted 1 year ago

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Cory

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What are you saying? You reported your phone stolen, and you are still getting charged your monthly plan/tab?


If so, that's normal. Unless your cancel your service, you will still pay for said service.


Also, if you purchased a your phone on a tab, you will still have to pay it off, regardless of whether you sold/lost/had it stolen.

It's unfortunate to have your phone stolen, but it's not Koodo's fault, or their problem. All they can/will do is blacklist your IMEI and be put a block on your account if you ask.

Unless you cancel your service, you will still pay for it. Every carrier is the same in that regard.

For example, if you are leasing a new car and it gets stolen, you still have to pay the monthly lease charge.

The dealer doesn't give you it free because someone stole it.

Have you actually contacted Koodo? They may be able to do something for you, but they aren't required to. :)
(Edited)
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Dennis, Mobile Master

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Reporting your phone stolen prevents the thief from using the device. Did u want to cancel your line?
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Bobby Long

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No I paid off the tab already. I was being charged the rate plan. Wasn't looking for free stuff as you are implying. I was simply looking to not pay for a service I obviously was not using.


I did call and they chose to not help with that. Outside of just cancelling the account.


I'm irked because koodo ended up doing more damage than the jerk who stole my phone.
(Edited)
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Marija Obrovac

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I was paying for 2 phones and the bill. I was paying large payments at a time and was not looking at the bill. I was paying large amounts because I was trying to pay the phones off. No one so far has even said sorry for the confusion. All I've gotten is that it's all my fault. It's not actually. Considering that calling koodo results in a fee, I don't want to call even now. For a multi million dollar company customer service is not a priority
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Mats

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@Marija calling Koodo only results in a fee if you get them to do something that you could have done yourself through self serve. In this case there will be no fee since you are just calling to dispute a charge. Contact links below including facebook/Twitter links if you would rather just send a message. Good Luck.

https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs
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David, Mobile Master

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Koodo only charges a fee for asking a CSR to complete tasks for you which you could have done in Self-serve. Since you can't cancel your plan in Self-serve, there is no charge. There is also no charge for asking for clarification of your bill.
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Dennis, Mobile Master

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I'm sorry.
(Edited)
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Bernard, Official Rep

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@Marija, this is what customers see when suspending the phone online:

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Bernard, Official Rep

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@Bobby, just so I understand the situation.....you reported you phone lost/stolen and thought that equals cancelling the service? It simply suspends the service as people either find or buy a phone and don't want to lose their number or plans. What name is your account under? Happy to look at the notes and share it here (minus any specifics re personal). How does that sound? 
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Marija Obrovac

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Are you still there?
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Marija Obrovac

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Marija Obrovac
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Marija Obrovac

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Marija Obrovac
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Dinh, Mobile Master

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@Marija,The forum is not a live chat,
Is there anything that you need helps with? you could post it here. Someone might have the answer.