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Question

Stream discount extended but charged anyway

  • January 10, 2026
  • 6 replies
  • 57 views
A

Hi,

A few weeks ago I had an email saying my stream+ promotional discount had been extended, but that no action was required.

I checked my account the day before my plan was initially supposed to end and the offer extension didn't seem to show up. I checked the Koodo community and saw that several other people had this email but had been charged in full anyway (i.e. the offer didn't extend), so I felt it best to cancel my subscription to avoid the charge. I replied to one of the comments on the other post just in case.

I was charged anyway. And also didn't get a reply on my comment.

Please can someone help with this and issue a refund to my account?

Thank you!

6 replies

R
Forum|alt.badge.img+4
  • Robert T
  • Mobile Master
  • January 10, 2026

In Self Serve, under Subscriptions > Stream+, what exact date shows as “Cancelled” and what date was the last charge taken? Was the charge on your credit card statement or on your Koodo bill?

If the cancellation was clearly before the billed period and it still charged you, this needs an adjustment on Koodo’s side. Share those two dates here and the type of charge (card vs Koodo bill) so this can be reviewed and a refund/credit applied.

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
    Flo Koodo
    Forum|alt.badge.img+4
    • Flo Koodo
    • Official Rep
    • January 10, 2026

    Hi ​@alicammstokes 

    We have limited access here on community when it comes to Stream+ subscriptions. We have just sent you a PM so we can confirm some more details, feel free to check your community inbox when you get the chance.

      A
      • alicammstokes
      • Author
      • Connector
      • January 10, 2026

      Hi! So I cancelled the subscription on 26th December 2025 to avoid being charged on the 27th, but I did not get a confirmation email of the cancellation until the morning of the 27th. I didn't think to take a photo of the cancellation screen because I assumed I would get an email confirming this (which I did, but not until the next morning).

      I have attached an image showing my internet history that shows I only accessed Koodo on 26th December, not on the 27th, proving that I must have made the cancellation on 26th December, before the subscription renewal date.

       

      The charge was taken on 27th December.


       

       

      Dinh
      Forum|alt.badge.img+4
      • Dinh
      • Mobile Master
      • January 10, 2026

      Hi! So I cancelled the subscription on 26th December 2025 to avoid being charged on the 27th, but I did not get a confirmation email of the cancellation until the morning of the 27th. I didn't think to take a photo of the cancellation screen because I assumed I would get an email confirming this (which I did, but not until the next morning).

      I have attached an image showing my internet history that shows I only accessed Koodo on 26th December, not on the 27th, proving that I must have made the cancellation on 26th December, before the subscription renewal date.

       

      The charge was taken on 27th December.


       

       

      To dispute, I would suggest you follow the suggestions of the rep above to check PM in the forum 

      A Koodo customer, opinions are my own.
      A
      • alicammstokes
      • Author
      • Connector
      • January 10, 2026

      I have done, but couldn't share images in the chat. Thanks!

      Flo Koodo
      Forum|alt.badge.img+4
      • Flo Koodo
      • Official Rep
      • January 10, 2026

      Thanks for sharing!

      We have replied to your message in private!

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