What do you mean you re charged double for you plan? 

When you login to your self serve and download your past few pdf ebills, what changed? 

Did credits end or expire or was it something else? 

I spoke to someone at Koodo, and they explained, “If you get a plan with a discount and the plan changes, the discount drops.” Back in September 2023, I had a plan, but it wasn’t the right one. I called in October, and they swapped it for a new plan while applying the same discount. Now, under this new rule active as of December, they’ve removed the discount—even though the plan change happened a full 15 months before this rule existed.

It seems ridiculous, but that’s what I was told by a Koodo customer service agent. The claim that my discount was “double” was an exaggeration—it was actually $22.12. They sent me a text offer, but when I called in, they couldn’t find it, so they had to custom-create the plan. They messed it up the first month, but it was corrected by the second month. Everything was fine for 15 months until this new rule removed the discount.

I assume others are experiencing similar issues, based on what I’ve seen in the forums. After a three-hour phone call, the issue still wasn’t resolved. I was told the same explanation about the plan mentioned in my original post. Fortunately, another staff member was able to adjust my plan, applying the discount to the $65 plan and matching it, so I won’t have to pay as much this month.

Hi ​@Joekingston

We are sorry to hear you are unhappy with the resolution.

We have looked into it and we see that you had recurring credit that you got when you renewed your phone, which was for a limited period.

Recurring credits expire after a certain period or when switching to a lower plan.

We see you discussed with a rep over the phone in the meantime, who was able to offer a lower-cost plan than the one you had before (taking into account the regular cost), which has indeed 10GB less but other cool benefits included.

You can still explore the plans in self serve in case you need more data monthly, here is how you can check the available plans: https://www.koodomobile.com/en/help/changing-your-rate-plan.

Most of our current plans are eligible with the autopay discount ($5): https://www.koodomobile.com/en/help/auto-pay-discount