Why am I being charged interest when you know it's your fault?

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  • Updated 8 months ago
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I receive paper bills so that I will be reminded to make the payment. I ALWAYS pay the bill as soon as it comes. I just opened my September bill and apparently I didn't get a bill for August either. My partner didn't get his online bill either. With komodo knowing it's been a problem I find it a bit patronizing That it says "Did you forget your payment?" I also find it disgusting that they also charged me interest/late fees when they knew they were having problems. I paid the double bill because unlike my partner I don't have time to sit on the phone and demand the late fee be removed out of principle. To any koodo rep reading this just know if it happens again we are switching companies. This was not one or two people. And if you collected 2$ from every customer in interest you just unethically made yourself tens of thousands of dollars. That's exactly why we left Rogers.
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mdm.handmade@gmail.com

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  • frustrated, disappointed, disgusted

Posted 8 months ago

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Goran, Mobile Master

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Billing disputes must be handled with a rep.

It's not always easy to line up someone not getting a bill and not charging interest. Since it was a known issue I imagine if you send a private message to Koodo via Facebook Messenger or DM via Twitter and nicely ask to have it removed for that reason that Koodo should oblige.

Mistakes happen. Don't flip out hard. Especially when the front line reps have minimal to zero control over such things.
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Bernard, Official Rep

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@Mdm there was no issues of invoice delivery from our end. Paper bill or e.bill. I totally understand how you feel though. Once we put the paper bill into Canada Post's hand we lose the ability to understand if you received it or not. That is why we haven't been providing paper bills to new customers who signed up for the last year or so. Existing paper bills are also planned to be discontinued in the next few months. I understand that if this is something that you absolutely must have, our relationship may end. It would be unfortunate, but I understand.
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Mayumi, Mobile Master

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There were some billing issues last month. Many people were asking about their August bill did not show through E-bill on usual date. (it was delayed like a week or 2 ). So, please don't say " there was no issues of invoice delivery from our end". It's not true for August bill for many people.

And I'm curious... I didn't know Koodo is  still offering paper bill(I thought it was long gone), maybe delayed billing happened for them too? 

@mdm
I received my August bill late, but I could make my payment on time.
But I understand it could slip out  from your mind because of delayed billing issue...
I would send a message them as Goran suggested.
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Goran, Mobile Master

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Hmm now that you mention it yeah I missed that part.
"A few customers had their invoice delayed Viktoriia but should be out in the next day or so. I think you might have been in that group." - Bernard

https://community.koodomobile.com/koo...

Also this: https://community.koodomobile.com/koo...
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Bernard, Official Rep

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Folks, emphasis in that post was on "few". Before I responded to OP, I checked their account. She was not impacted.

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