Why am I being charged for toll free numbers?

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  • Updated 9 months ago
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I called immigration office of Canada on a toll free number. It was 32 minutes waiting. Then she told me that she will connect me to another agent which took another 30 minutes. It was 70+ minutes call, I lost all minutes and I am being charged for a government toll free number. This is too unfair. 
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Varun

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Posted 9 months ago

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Sophia, Mobile Master

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It uses your allotted minutes, even though the number is free. I agree it's unfair, but sadly it's how it works :(
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Cory

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Unfortunately, that's the way it works with all carriers. As long as you are making or receiving a call on the Koodo network, airtime gets deducted from your minutes.

Toll Free only means you won't be charged for the call, it doesn't mean it won't use minutes. :)
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Varun

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But sir, I am being charged for toll free number. My present cycle is showing that I am charged $16 for calling to above mentioned toll free number
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Varun

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Then should I complain to the immigration office that the number they claim to be toll free, is actually not a toll free number?
This is frustrating...I have to call again to immigration office in coming days. I will have to pay all that amount again. 
This is highly unprofessional. Nobody tells these things while selling Koodo sims. You guys are simply keeping the customers in dark.  
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Cory

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It is toll free. You aren't being charged for the call.


You are being charged for exceeding your allotted minutes. It's neither the immigration offices or Koodo's fault. It's up to the customer to purchase a plan that best suits their usage.

If you expect to be on hold, then I would call from a land line to avoid using your Koodo airtime, or change plans to one with more talk time.

Also, we don't work for Koodo. We are customers like yourself. :)
(Edited)
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Varun

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If it is toll free, then even after exceeding the allotted minutes, I should not be charge for the toll free call. It is showing $16 in front of the same call (with duration 75 minutes). That means I am being charged for that call only, right? 
What do you mean by "you are being charged for exceeding your allotted time"? Is it sort of penalty on exceeding airtime limit. Sorry, but I could not understand your point here. 
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Timo Tuokkola, Mobile Master

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The "toll" in "toll free" refers to the long distance toll. It means that you will not be billed for long distance charges when you call the number. If you call from a cellphone with limited minutes, however, your minutes will be consumed, and you will be charged $0.50/minute for exceeding your limit.
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Cory

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Thanks. That's a better way of explaining it.