Why am I getting charged for minutes when I have unlimited anytime minutes.

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  • Question
  • Updated 1 year ago
I was charged over 120$ for calls to the U.K
I have the unlimited U.K calling add-on as well as Unlimited anytime minutes on my account and I was charged for calls to the U.K
I was even charged for calls to Canada when I didn't even make them!!!!
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Avid Gamer24

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Posted 1 year ago

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Avid Gamer24

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In general some very fishy charges, that in the beginning I did not get charged for.
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Avid Gamer24

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I have changed my account on March the 7th at Tue, Mar 7, 2017 at 5:31 PM
and I was getting charged for calls at
Time & Date 

Mar. 07, 2017 at 05:38
From: 

MISSISSAUGA,ON


To: 

UN KINGDOM,




Duration (minutes)24:00Total$12.00Long distance charges:$0.00Local airtime charges:$12.00
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Avid Gamer24

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Time & Date 

Mar. 07, 2017 at 07:13
From: 

MISSISSAUGA,ON


To: 

UN KINGDOM,





Duration (minutes)12:00Total$6.00
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Avid Gamer24

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Time & Date 

Mar. 07, 2017 at 07:51
From: 

MISSISSAUGA,ON


To: 

UN KINGDOM,




Duration (minutes)44:00Total$22.00Long distance charges:$0.00Local airtime charges:$22.00
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Avid Gamer24

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Why am I getting charged KOODO? There is some fishy things going on when I am getting charged for calls to the U.K when I have both of these add-ons 
I even made a post about it on the March the 7th when I decided to change the plan.
https://community.koodomobile.com/koodo/topics/explanation-of-unlimited-any-time-minutes?utm_source=...
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Avid Gamer24

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That's number one, number two since I have the add-on I shouldn't be getting charged from 5pm to 8am in general so in any case that doesn't even make sense with my first add-on
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Avid Gamer24

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And I was charged for message retrieval when number one I didn't do any message retrieval and number two it comes free again in my account
Time & Date 

Mar. 07, 2017 at 10:33
From: 

MISSISSAUGA,ON


To: 

MSG RTRVL,ON




Duration (minutes)11:00Total$5.50Long distance charges:$0.00Local airtime charges:$5.50
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Avid Gamer24

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$40 / Month+ applicable monthly tab charge

Unlimited Canada-wide anytime minutes



Unlimited messaging (text & picture)

 2

Call Display, Voicemail, Call Waiting, Conference Calling and Unlimited Canada-wide Family Calling

 6

Pay-per-use data $5/100 MB

$20per month

U.K. Unlimited

Enjoy worry-free international long distance service from within Canada to the U.K. by adding this add-on to any of our unlimited Canada-wide plans. Anytime minutes apply on all other Canada-wide plans.

Restrictions: Not available in Manitoba.

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Avid Gamer24

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These charges were man made by Koodo employees, if you don't want have to people to have a service like this then don't offer it Koodo don't search out for ways to trick people into paying you money.
Mar. 07, 2017 - 06:0244755952102362 min$31.00

Time & Date 

Mar. 07, 2017 at 06:02
From: 

MISSISSAUGA,ON


To: 

UN KINGDOM,




Duration (minutes)62:00Total$31.00
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Mathieu, Mobile Master

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Hi Avid Gamer,

I'll have one of our Koodo liaisons take a look to see if they can tell why there was an issue.
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Mathieu, Mobile Master

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Alright, after some discussion with our liaison he indicated that it is either one of two things:
  1. You do not have the add-on at all
  2. You did not have the add-on when you made the calls
If you made all the calls to the UK, then added the add-on you would still be charged for the calls as you didn't have the add-on at the time of the calls.
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Allan, Mobile Master

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If you go to page 3 of your ebill and take a screenshot of it for us (leaving out any personal info) we can explain why you have all these charges.
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Avid Gamer24

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Where can I find the page 3 of the e-bill?
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Avid Gamer24

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Oh I haven't received the bill for these charges yet I just noticed them this morning
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Levis, Employee

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Hi there, I can assure you that nobody adds manual charges to your account, and we are not trying to trick you.. we will investigate this and get back to you.
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Avid Gamer24

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I always had the add on at all times that I made to the U.K. Because I made calls that same day later in the day and I did not get charged
(Edited)
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Mathieu, Mobile Master

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The Koodo team are looking at your account to see what exactly went wrong, they will come back to you soon with the final result :)
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Avid Gamer24

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I have proof on my contract that I had U.K calling add on activation as written in my contract as well as on my bill so in any of these cases I should have not been charged
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Avid Gamer24

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4 hours later, no response 
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Ivan, Mobile Master

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Someone will check in with you as soon as they are able to. You said yourself that the bill has not been generated yet, meaning that you haven't actually been charged yet.

Rest assured that your complaint is being taken care of. Koodo will remedy any mistakes on their end, and it sound like you have proof that the add-on was requested at time of activation so I see no reason for concern.
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Avid Gamer24

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Okay, I've calmed down I'll be patient it was just shocking to see 121$ in overages in the morning that's all. 
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Levis, Employee

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Hi, just wanted to give you an update. Some of the charges I see there are valid, as you previously had a rate plan with only 100 min. The UK add-on you have removes the LD charge to UK, but still uses anytime minutes. The inconsistency I see comes from the fact that you got charged for minutes, in the "evening and weekend" timeframe. I've logged a ticket for you. The investigation might take a few days, but as Ivan mentioned, if it is indeed a mistake on our end, we will make it right for you.