Generally I don’t have any issues with the 2 phone lines I have through Koodo (one a plan, and one a prepaid), which is fantastic. Being a deaf customer, I relied on both phones being consistent, and hassle-free allowing me to pay each bill online without worrying about having to contact support or enter the Hearing world and place calls to worry about anything.
Both the plan-based phone and the prepaid phone are on a text-based plan (naturally - seeing as mine is a deaf household), which is exactly what I and my daughter need, and the ability to top up or pay the monthly bill online every month enables us to use the texting-features of the phone without worrying about having to hear to keep our services.
However, when something goes ‘wrong’, Koodo becomes one of the worse service providers I have to deal with. It’s shocking how a phone company doesn’t have a phone number you can call to help solve an issue. How such a popular and well-known service provider doesn’t have a publicly-accessed customer service team is beyond me. Instead, they rely on a robot-programmed chat feature that can provide answers to those that are just too lazy to look them up on the site, but never really help if it’s a ‘problem’, merely provide common-based Koodo information. The chat-bot doesn’t solve problems, it simply provides service-information. To solve a problem, Koodo seems to rely on the free service of the general public - here. So… I’m here. Looking for help from Koodo’s ‘free workers’, the rest of you.
My daughter uses a prepaid text-only plan from Koodo. I top up this plan every month around the 20th because it comes due every month between the 20th and the end of the month. I’ve had no issues with this for the last few years, since she got the phone. However, this morning when I logged in to top up her account, I was greeted with big red letters stating “Base Plan Expired”.
I had no idea why her plan would be expired. Plans are supposed to expire if there is no activity within 90 days (I thought), and I had just paid it last month - a payment they took out. Not knowing why it said this, or what to do, I just proceeded to make this month’s top up.
The system accepted the payment, and the ‘due date’ for the next payment changed from this month to February.
However, in her account, it now states “Amount Due: $15” (which is the cost of her prepaid plan). For the life of me, I can’t understand why she still owes $15, when I just topped up, they accepted it, and the due date changed from January to February. If I topped up for the new bill, then amount due should currently be $0 until the next top up bill comes out.
I tried looking for help in understanding this, however I was lost among the matrix of Koodo’s ‘help’ guides. I was directed to the robot-chat, and from the robot chat was directed to dial *611. The phone call sent me to a text message. The text message sent me a link back to the chat robot. That chat robot was for the ‘plans’ koodo, who sent me to the chat robot for the prepaid chat robot. And around and around we went, until eventually I ended up here.
Best answer by Sophia
I just checked my own prepaid account. I am on auto top up so really it should be “all paid up”. It shows the following:
What does yours say there?