Why am I being charged for a large tab when I brought my own phone to Koodo, purchased at the Apple Store?

  • 1
  • Question
  • Updated 2 years ago
  • Answered
I ordered a phone from Apple.  Then I "changed phones" on my Koodo account. I didn't have a tab with that phone either. Once I changed phones, my bill started adding a tab charge of $21 a month.
 What the heck?
Photo of Becky Johnson Wagner

Posted 2 years ago

  • 1
Photo of Dennis

Dennis, Mobile Master

  • 196,120 Points 100k badge 2x thumb
How did you change phones? Did you do not your self on self serve? How did you change phones?
I was using a cheapie LG phone that I fully purchased online from the Koodo shop back in May. In late July I ordered an Apple SE from the apple store, bought a new SIM for the SE from a Koodo Kiosk, and used the self serve options online to "change phones". Worked like a charm except a $21 tab is now being added to my bill every month.  Wondering why?
Photo of Dennis

Dennis, Mobile Master

  • 196,120 Points 100k badge 2x thumb
Are you sure it's a tab charge? Do you have a screen shot of the pdf ebill that shows this charge?
Im very sure.  Invoice went from around $53 a month to over $75. 

Photo of Ranjan

Ranjan, Official Rep

  • 30,412 Points 20k badge 2x thumb
Hi  Becky - does your phone number end in '242'? If so, I'm not seeing a tab charge anywhere on your account nor recent invoices. Can you clarify where you see this charge appearing?
Photo of Ranjan

Ranjan, Official Rep

  • 30,412 Points 20k badge 2x thumb
Sorry for the delay. It appears to be a bit complex and I had to engage another team. It looks like there was an order placed or initiated through our Web Store in March and then a device change on your account in July. The issue likely stems from one of those two actions, so I'm waiting to get more details to figure out exactly what happened.
I may not hear back tonight, but it's definitely on our radar and I will report back as soon as I get an update - tonight or tomorrow morning.
Photo of Ranjan

Ranjan, Official Rep

  • 30,412 Points 20k badge 2x thumb
Hi Becky - we've done some digging and need to validate some details and personal info. with you.Can you send us a private message through our Facebook page?
Did you get the message? My FB has been unreliable lately. 
Photo of Ranjan

Ranjan, Official Rep

  • 30,412 Points 20k badge 2x thumb
Morning Becky! Got your message and someone just replied to you this morning. We'll wait for you to give us a shout back and hopefully we can get everything sorted now.