Why am I getting messages from Koodo that my base plan has expired when it is active?

  • 2
  • Question
  • Updated 3 months ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I have a base plan with the automatic monthly top up. The base plan was charged to my visa a week ago. I received a confirmation message from Koodo after the top up was made. However, a few days later I started getting messages from Koodo that my base plan has expired, and that I need top up my account to resume my services. I checked my account, and it shows as being paid and active. Why am I getting these messages telling me that if I don't top up soon, I will lose my phone service, my account balance, and any remaining Booster add-ons?
Photo of Rochelle Harris

Rochelle Harris

  • 90 Points 75 badge 2x thumb
  • mad

Posted 3 months ago

  • 2
Photo of Paul Deschamps

Paul Deschamps, Mobile Master

  • 202,976 Points 100k badge 2x thumb
It may be an error on Koodo's part as others have said this as well... We will find out but double check the email address the email came from and see if it came from Koodo or is a possible scam
Photo of Joe Binx

Joe Binx

  • 378 Points 250 badge 2x thumb
The email I received from koodo@email.koodomobile.com had my name  and last four digits of my number correct but my balance is not and it says I dont have auto top up turned on and there is a link to my account. if that helps to find out if its a scam.
Photo of Rochelle Harris

Rochelle Harris

  • 90 Points 75 badge 2x thumb
The email looks legit. The email address shown is koodo@email.koodomobile.com
Photo of Allan

Allan, Mobile Master

  • 61,840 Points 50k badge 2x thumb
If youre not interested and they wont stop calling you and youve asked them not to just block the number.
(Edited)
Photo of Joe Binx

Joe Binx

  • 378 Points 250 badge 2x thumb
the number IS  from Koodo Customer Service
Photo of Dennis

Dennis, Mobile Master

  • 195,850 Points 100k badge 2x thumb
A number can be spoofed. But I'm also extremely paranoid
(Edited)
Photo of Joe Binx

Joe Binx

  • 378 Points 250 badge 2x thumb
Its not paranoia if its true. Clearly there is some kind of scam going on here and Koodo is getting the blame. Five years on pre paid services and this is the only problem Ive had so far
Photo of Mart Cram

Mart Cram

  • 60 Points
I've had the same messages from Koodo this week and I'm all paid up with automatic top ups too.  The messages are definitely from Koodo and not a scammer. Obviously something is screwed up in their system that is causing these messages to be sent out in error. Ignore them if your phone is still working - mine is.

This conversation is no longer open for comments or replies.