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Tab prevents me from upgrading my plan


I've been a 2+ year NO TAB Koodu user and just got a new phone with my wife (her first).  Wife got a favourable deal of 3GB data and airtime for $45 a month, but I can't as I now apparently have a $50 TAB from somewhere (who knows where?) that I have to "pay off"(???) before I can upgrade my plan.  I know I won't get the same deal ($55 for me) but I can't even get the 3GB data!  Telus would be cheaper!

Can anyone tell me why I have a $50 Tab when I specifically signed up "No tab"? Or why nobody is answering at Koodu?  I submitted this through my account 3 days ago and again today by regular e-mail, and have gotten no replies from anyone.  I'm now out of data and shutting off my device. 

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Userlevel 7
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Is your self serve say that you have to "pay off tab before upgrade your plan"?
 
What plan do you have and have you upgrade your phone since you joined Koodo?   

If you signed up "No tab" and haven't buy a phone from Kood, then it could be positive Tab...  But it's confused me that site says you have to pay off..
My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not from Koodu because they didn't have what I want.  I bought accessories though.

Self-serve site does not say that.  I was at a service booth in the mall when I got my wife's phone and asked if he could upgrade me at the same time with the same 2 additional GB data for $55, and he said "Sure I will", then "No, you have a $50 TAB - you have to pay that off first."   I said "
What?"  He said "You'll have to log onto Self-serve and pay off your TAB there."  I asked him what TAB did I have, but he couldn't tell me. 

Userlevel 7
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Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

When you log into self serve, do you see an outstanding tab?
In your detailed pdf ebill, are you paying a monthly tab charge?

Have you ever gotten your wife a phone on a tab before?
Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

Yes, I see an outstanding tab.  I've gone as far back in my invoices as I can (August 2016) and it's always there.  Not sure where it came from.  I'm not paying a monthly tab charge, I specifically signed up for NO tab,  never got my wife a phone before, never mind on a tab.  There should be no Tab and I can't figure out where it came from.  Nor can I contact anybody at the company to tell me.  There's no e-mail address on self-serve - only the link to this forum.   Thanks very much to all for helping out, but really, I'd prefer some actual customer service.  Til then, all answers appreciated.
Userlevel 7
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Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

Its weird if no monthly tab is being charged to you if you have an outstanding tab amount.  Are you sure it is not a positive tab?
Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

Well, I thought tabs could only be negative.  And that the rep at the counter told me I had to "pay it off first" leads me to believe it couldn't be positive.

But here's a screen shot of what my tab account says


Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

When I view the plan changes available to me the screen shot says:
 
"New plans are available when you agree to pay off your Tab balance and agree to the changes to your Tab."

When I click on the link, it's broken.

Unfortunately, I'm too late now.  The bonus 2GB data is gone.  May have to go elsewhere
Userlevel 7
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Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

I think it was a "credit" Tab that you can use toward a new phone, not a negative Tab that you had to pay.
Userlevel 7
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Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

Yes, its a positive Tab.  It's explain why the amount staying same for awhile. 
You might get it from refer a friend or something else.

I don't understand why a store rep didn't know the difference between positive and negative Tab...

They are still offering 2GB bonus for existing customer, but you have to upgrade your phone through Koodo to get it.
Userlevel 7
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Authorized User wrote:

My plans is 300/300 - I was using an old BB Q10.  I have always bought my phone, and not fro...

That is a positive tab.

I would send a message in and say you are trying to rectify this to get the plan.  Having this in a facebook private message will give you a time stamp so they can try to honour the promo
Thanks to all.  I finally found a contact phone number not advertised on the self-serve website .  I don't know why they hide it.

I am currently in the queue and will get this straightened out.  It was likely a credit since I tried to sign up for one of the plans advertised with bonus data and found that I was diverted to a screen that asked me to give up my tab and any claim on a 10% discount, which I never had anyway.  It then promised that the 2GB would be added on in a separate line at the checkout, but no line ever was, so I was upgraded without the bonus 2GB.

Hopefully customer service answers the phone and can straighten this out.  Don't think much of Self-Serve what with broken links, no contact info or followup, and bad promises.  Let's see if Koodu can do better going forward.
Userlevel 7
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Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

If this is not urgent and you can wait, I recommend seing them a private message via facebook or twitter
Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

Hmmm... I guess I'd have to sign up for Facebook or Twitter then.  Do you think it would work?  I've sent three messages already with their messaging system.

Userlevel 7
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Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

If you are using facebook/twitter, they will respond to you so you don't have to wait on the phone. It is a matter of convenience.
Userlevel 7
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Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

@Authorized User
What email address did you use to email Koodo?
Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

Heh... what do you mean 'e-mail address'?  There's no e-mail address!  Everything has to be done through the contact form with pre-programmed responses in an endless loop, regardless of whether they fit or not.   So on the third contact message I put "I'm leaving" to try to get their attention.  Still didn't work.  So I finally talked my way through the voice mail hell and got someone on the line and stayed there til I got it done.  That was just over a week ago now.

By the way, on Saturday, they responded to the first contact complaint with apologies that it took over two weeks to respond "in this busy time".   Clearly they took the time to look at my account first before writing, because they saw that I had gotten the upgrade data.
Userlevel 7
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Authorized User wrote:

Thanks to all.  I finally found a contact phone number not advertised on the self-serve webs...

Ok I thought it was the contact form.  I was just checking since when you said email I thought it was a literal email

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