Why wont Self Serve show my new Bill charges?

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Changed my plan, but paid my old amount oweing on time, why is my Bill charge so high ? Says payment was recieved before the date due, but it wont show the charges as to why my Bill for this month is so high?
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Alexis Trentadue

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Posted 1 year ago

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David, Mobile Master

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Your self-serve invoice should show all the details. When you change plans, both old and new plans are pro-rated for the portion of the month to which they apply, and a portion rebated. You are also charged for next month in advance at the rate of the new plan.
A search on the term 'pro-rated' will return more examples of this.
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Alexis Trentadue

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I was supposed to owe 70 from my old plan plus 100 for the new plan by April 26th!!!?? I didnt get the Invoice until May 1st! It says due May 29th, so is the 100 due May 29th then? I paid the 70 on the 17th and it was on time. Im so confused.
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Allan, Mobile Master

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Where did it say you owed that money on April 26th? I would just stick with what your ebills say and you should be fine!
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Alexis Trentadue

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Okay, hopefully they will release the right Bill break down for me because I don't know how it got to 100 , and it's not showing me. It just keeps showing my old Bill break down for the 70 dollars which I paid already but it for some reason says 100 owing underneath the previous Bill break down which confused me. Since I paid my previous Bill, but it won't show me the new charges or reasons why it's 100 due end of May apparently.
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Alexis Trentadue

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I went to go to the "Contact Us" page and it said "Site under maintenance" but everywhere else works fine. Maybe it's just a glitch? Because it keeps saying I owe 100 by April 26 but I didn't receive the invoice for the 100 until May 1st and that one is saying due May 29th , yet I go to Bill overview and it says I owed 107 or whatever by April 26 ..yet I owed 70 by April 26th which I paid and they received by April 17th. So I have no idea what is going on.
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Mayumi, Mobile Master

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Did you download PDF file?
It's showing you all the break down details.

When did you change your plan?  (From what plan to what?)
What is your bill date?
(Edited)
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David, Mobile Master

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@Alexis, what date did you change your plan? Was it by any chance the 29th April?
Your old plan was $70. What is the price of your new plan?

If so, the $70 you already paid was the amount for your old plan for the upcoming month. Cellular plans are always billed at the beginning of the month. Your bill should show a rebate of fees from the April 29 - May 26 of about $63 and the fees for your new plan at 26/30 * the new plan cost for the period April 29 - May 26. in addition the charges for May 26 - June 26 should also be included.  This process parallels that of a new customer: your first billing period is pro-rated from when you signed up to the billing date. You are also charged services for the upcoming month in advance This occurs when anyone signs up with a provider. Similarly, when you change a plan,  both the old plan and the new are pro-rated for the portion of the month they were active. Here’s link for you describing the process. http://help.koodomobile.com/my-bill/charges-explained
Then go to "charges on my first bill"
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Ranjan, Official Rep

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Hi Alexis - your bill cycle is is from the 2nd to 1st of every month. Seeing as it just reset a few days ago, your latest bill was only made available as of today. However, we've seen in select situations where the self serve overview begins to pull in the new amount due a day or so earlier, causing a mish-mash of your new bill (which isn't yet available) and details of your previous bill. Looks like this is what caused the confusion above. This has been flagged with our team, and hoping it will be fixed in the near future.

To confirm, your payment of $70.06 was received on April 17, and your new balance of $107.72 isn't due until May 29. Hope that helps. 

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