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Changed my base plan and was charged for it but my account still says my balance is $0 and I owe $50


I used to have the 50$ base plan but this time when re activating I decided to switch to the 25$ one. At this point my phone was not working because my plan from last month had expired and my balance was $0.00. I clicked Top Up > Change Base Plan > I chose the 25$ option and then clicked Top Up To Change Plan. The payment went through (I checked my bank statement) but my phone still doesnt work and when I log in to Koodo it still says "Your account has expired and will deactivate soon". When clicking Transaction History on the Koodo website it shows that I payed 25$ to Top Up. What now? My Balance is still $0.00

5 replies

Userlevel 7
Badge +4
Hello Vyper.

Did you restart your phone after the change? Maybe it will solve your problem!
Userlevel 7
Have you checked your base-plan status? Just topping up your account does not activate a new baseplan by default if it had already expired. 
It still says expired. my resent transactions shows the $25 I paid to change my base plan but my balance is still $0 and it still says I have to pay $50 and that I'm on the $50 plan
Userlevel 7
Badge +4
SR Vyper wrote:

It still says expired. my resent transactions shows the $25 I paid to change my base plan but my...

Ah I see... Normally if you want to change your base plan to another plan, this needs to be done before it expires, otherwise the funds are used to renew your old plan. I guess in your case it tried to reactivate your old plan and used the funds for that... However it still should not show expired. I would suggest that you contact Koodo Koodo and ask them to change your plan to the $25 plan manually and explain what happened... That should sort it 🙂
SR Vyper wrote:

It still says expired. my resent transactions shows the $25 I paid to change my base plan but my...

OK I'll do that. Just have to wait for customer service to open

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