Koodo Community
Question

Complicated Situation

  • 6 September 2021
  • 4 replies
  • 68 views

I am not a Koodo customer and have received a charge on my credit statement from Koodo. This happened when I activated my SIM card with Public Mobile. Later, I was given a Public Mobile charge. I requested to have the charge removed by Public and they told me to contact Koodo. The AutoAssist didn’t help, so I requested a Callback. When the time came, my phone did not ring or show any signs that I was receiving a call. It went straight to voicemail. My messages were the only sign I had received and missed a call. My phone has no issues receiving and making calls to anyone else. 

Since Koodo does not have a number I can call them at, this was the only place I could go. Please help! 


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Userlevel 7
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I am not a Koodo customer and have received a charge on my credit statement from Koodo. This happened when I activated my SIM card with Public Mobile. Later, I was given a Public Mobile charge. I requested to have the charge removed by Public and they told me to contact Koodo. The AutoAssist didn’t help, so I requested a Callback. When the time came, my phone did not ring or show any signs that I was receiving a call. It went straight to voicemail. My messages were the only sign I had received and missed a call. My phone has no issues receiving and making calls to anyone else. 

Since Koodo does not have a number I can call them at, this was the only place I could go. Please help! 

It’s strange that they are asking you to contact Koodo instead. Did you try posting this in the Public Mobile Community first? https://productioncommunity.publicmobile.ca/t5/Public-Mobile-Community/ct-p/Public_Mobile_Community

If you try to schedule a callback again and it does not work, you could also contact a Koodo rep by sending a message on Facebook Messenger or Twitter. https://m.me/Koodo 

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What is the amount of the charge and what is the charge for?

It’s possible you may have inadvertently blocked the callback number or your phone detected it as an unknown number and auto-blocked it. I would suggest requesting another call back. In the Koodo Assist chat dialogue box, enter #socialtech to get to the “schedule a callback” window quicker. Or, if you prefer, send a private message to Koodo via Facebook Messenger or a DM via Twitter.

https://www.facebook.com/Koodo or https://twitter.com/koodo

The charge was $16.95 for a Koodo TopUp (according to the bank statement). I was able to contact Koodo CS and they said because I no longer have an account, I should not have been charged. Obviously, this was not the case.

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The charge was $16.95 for a Koodo TopUp (according to the bank statement). I was able to contact Koodo CS and they said because I no longer have an account, I should not have been charged. Obviously, this was not the case.

When did you port or move your phone number from Koodo to Public Mobile?

Were you a Koodo prepaid (pay-as-you-go) or a monthly customer (billed monthly)?

Were you setup for auto top-ups?

Assuming that you were a Koodo prepaid customer and you subscribed to auto top-up, you may have had an automatic payment go through prior to switching to Public Mobile. My understanding is that the baseplan ($15 + tax) is non-refundable. You can try contacting Koodo again to see if they can reverse the charge, but no guarantees.

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