I recieved an email from Koodo stating that my Netflix was going to increase as per my Koodo stream package. (They made a mistake and have put me on Netflix premium) I tried to contact Koodo to let them know that i want to go on basic with ads… no response. Then i tried to go on Netflix to reduce plan to basic and they said ‘plan switch was declined’. Any advice? they also charged me 40$ for Netflix on top of koodo bill.
Question
Plan change was declined by Netflix
Can you confirm the name of your stream + package? You need to be on stream + basic to get basic netflix. You said netflix premium by mistake, and the current price points for basic is $23 and premium is $43. If you were put on premium +, and want to go basic, I think you need to cancel it entirely, and then get basic+ as a new option, but I can flag a rep if you like to confirm the details .
I was signed up for stream+ basic for a while, then i got an email from koodo saying they made a mistake. That i was getting netflix premium while paying for basic. They gave the option of switching to basic before i was charged premium. Koodo site would not allow it. Then i tried Netflix and they declined my switch.
Did the email say you could respond to the email with your choice of going to basic? Netflix indeed would decline it, as it’s a package payment scheme that Netflix and the other services in the package wouldn’t handle except for additional items you want to pay for beyond what stream + would offer.
Yes, Koodo’s email stated that i could reply with email or fix on Koodo account site. They even apologized for the mistake. I tried both to no avail.
Ok I’l flag a rep to see what’s going on then if you replied to the email some time ago and the change hasn’t been made yet.
+4Hi
Can you please share a screenshot of the email that you received?
Please make sure to mask your personal details in the screenshot since this is a public forum.
+4Thank you for sharing!
Will you please let us know on which date you tried to make the change through your Netflix account?
+4Thank you for the screenshot,
Just to double check, have you tried to make the change in your Netflix account before the date mentioned in the email and the request was declined?
Are you able to change the subscription in your Koodo self serve, if you try now or you are still getting an error?
I tried with koodo first, then with netflix on the date mentioned. I tried with koodo before the set date. Then with Netflix on the 10th.
+4Thank you for confirming
According to the details we see on our end, it appears that the change was submitted very close to the end billing cycle and this is pending for the nexy billing cycle. We have just sent you a PM with more details, please check your community inbox when you get the chance.
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