continued payments despite suspended account and removed payment details

Hi there,

with a prepaid account, the amount that is withdrawn every 30 days is the full amount that is necessary to renew the subscription and keep the account active. If you’re trying to use the phone service in the UK, it won’t work as prepaid only works in the USA and Canada. So even if paid, the service won’t work and will appear suspended.

Have you checked if you can login to your Koodo Prepaid Self-Serve? If you can, can you confirm that the automatic payment was removed through there? Once done, and at the end of the current 30 day period, the account will suspend and then close after an additional 90 days. Like any subscription, the payment shouldn’t come out anymore after this.

If the self-serve is showing suspended and requires you to pay the top up balance, then payment was not received on the account and it will close after 90 days of no payment since the start of the suspension.

Hi Oliver,

I removed my payment details and couldn’t locate a cancel option this was done 2 months ago, I’ve since realised they’ve continued to take debit payments each month despite suspending the account. These payments are not recorded on the login which is what is confusing me most. I haven’t been using that sim as I appreciate it doesn’t operate outside the states and Canada. 
 

Could you link me or guide me to the cancellation location or some way of communicating with koodo directly as I’d love a refund since as a result of my back I’m not working at the minute money is tight. 

thanks for your help

Sam

Ah I see! That is odd as if automatic payment has been removed (such as your payment method) you should not have anymore recurring payments if that is the only prepaid account / koodo account you have.

Besides removing the automatic payment option from the prepaid account, other options are a bit limited when it comes to prepaid. On this platform a rep is limited with prepaid accounts, however, as you're out of country it is normally recommended that you reach out to a rep via koodo's social media pages Facebook and X or through koodo expert messaging via koodo assist.

You can find the correct socual media pages by clicking the associated logos at the bottom of this page and sending a direct message. I dont believe they will issue a refund as prepaid is a subscription service, but they should be able to get to the bottom as to why you're still being charged. Let us know how it works out. 🙂