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I upgraded my phone plan but there’s no record of it on Self Serve. The new Koodo Service Agreement I received at the time of the purchase shows the new plan but I’m still being charged for the old plan and only have the benefits of the old plan. I upgraded my plan one month ago but still see no change. 

My most recent bill is even showing the new phone I purchased with the plan upgrade but does not include the plan upgrade shown on my newest Koodo Service Agreement. 

It is disappointing that I’m not able to use the upgraded plan that I’m paying for and was shown in the new Koodo Service Agreement. 

Koodo Assist and phone customer service didn’t solve my issue. How can I fix this issue?

From your description, it seems you were adding an additional line to your account instead of upgrading your existing plan. Can you check if that was the case? Did you use the same email account or a different one to order a new plan?

It's the same account and same phone number on the new Koodo Agreement. My latest bill and Self Serve only shows the one line I have always had with Koodo.

Could you share some screenshots of the plan you see on your bill/agreemeent vs the one you see on your account?

 

Just make sure you leave out any personal info.

Hi ​@rhomian 

We have reviewed the details and we can see there was a glitch in the backend and the plan wasn’t properly updated.

We have made teh change and the adjustment, feel free to check in self serve when you get the chance.

If you wish a different perk than the one selected (Rollover data), please let us know.

We are sorry for the inconvenience created!

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