Billing Problem with Koodo | Koodo Mobile | Forum

Randa said:

I am pleased with Koodo for many reasons but I just received the most bogus bill. When I signed up I asked if I got a long distance plan if that would be what I would pay, and not any extra “usage charges” the woman assured me and I carried on.

I use my cell for work and make alot of calls.. I just received my bill 914.00!!!
I called customer service and explained that I had no idea about that and the lady explained otherwise. I wasn’t expecting a refund because I have called them in the past about other things that were their fault and the rep admitted it was koodo’s fault but she said the don’t give refunds at koodo. ANYWAY.. i was looking for a plan where I could pay down my bill in 3 chunks or even 2 chunks without having a late charge. She told me there was nothing she could do and that I would have to pay it in full. I have to say I am not impressed, to blame it on the company I would say is unfair but the first customer rep I talked to who helped me set up my account. I woudln’t of even bothered with this cell phone company if that was the case.

Wow I am terribly sorry about this 'boogus bill' that you recieved from Koodo Mobile...The rep who informed you that there is nothing that they can do and that you will have to pay your bill in full, was gravly mistaken. We can make payments arrangements with you and our Payment Management Team..I would like to apoloqize one more time that I am terribly sorry that this happeneed to you....

Koodo

Same thing with me and my parents. No matter what they do, they never get the plan rate they signed up for. It’s always at LEAST double what it should be even with 5 free, unlimited international long distance etc etc. I have upgraded their plans to no avail. There is no way to win with Koodo, they get you coming and going. So far the worst was $350 bill for the $15 plan + 5 Free for $10 (5 ‘free’ HA!).

I tried to get a Koodo phone myself and they screwed it up three times, and that was my limit. I am still with Rogers and my bill has NEVER been more than what my plan is, which is $27 a month with 200 min and unlimited texting with voice mail and caller ID. I am getting my mom back on Rogers ASAP and my dad is going to Shaw home phone instead because he doesn’t really need a cell phone anyway, he is housebound in a wheelchair. This is the only way I know they can both get a FIXED rate bill so we don’t have to juggle their pensions anymore to pay their phone bill! I think Koodo should be shut down for preying on people the way they do. I saw my dad use his phone only three times in one month about 15min per call, because he can’t see enough to use it so I dialed it for him, and he was charged $45 for the $25 plan, makes no sense. And these were calls to people in his 5 free that were there right from the start, so he wasn’t in the month waiting period or anything.

Oh and to get mom and dad’s phone activated even with power of attorney, the stupid call center bitch told me I was not ALLOWED to do it for them and I would have to take them into a kiosk with their photo ID to activate the stupid phones! I emailed a supervisor because I asked for one and she hung up on me!! So she wanted me to take my mom with an antibiotic resistant leg infection out of the hospital, and my dad who just had a stroke out of the hospital to a kiosk just for Koodo to activate their phones the right way. Sick sick shit.

I am curious, why is it, that a company - meaning KOODO mobile, that one can not get hold of / all their numbers are out of services now / is still collecting peoples money. We were send additional bills after disconnecting the phone / mainly because the bills were completely unreasonable /, received a threatening letter for a made up charge by kOODO mobile with made up account number / which we were told did not exist /. What kind of a fly by night illegal operation is this and why are we allowing them to exist. Perhaps TELUS needs to answer these questions, since Koodo mobile is their subsidiary...
We as paying customers have to be far more vocal about these so called legal scams.
If there are others with similar experiences..reply here..we want to know how many of us have been taken for a ride.....

This month I have, again, a $10.00 charge for "content subscription" whatever that is, it seems to be some company that got my cell # and sends me stuff I don''t want. I thought I had cancelled it - how do I do that, does anyone know? And this month I get this additional "premium message" charge for $5.00. What is that? Does anyone know? My supposedly $30.00 bill is creeping up each month and since I was laid off from TELUS (who own Koodoo) I need to keep costs down.
What to do?

*~*Missy@Koodo*~* said:

Randa said:

I am pleased with Koodo for many reasons but I just received the most bogus bill. When I signed up I asked if I got a long distance plan if that would be what I would pay, and not any extra “usage charges” the woman assured me and I carried on.

I use my cell for work and make alot of calls.. I just received my bill 914.00!!!
I called customer service and explained that I had no idea about that and the lady explained otherwise. I wasn’t expecting a refund because I have called them in the past about other things that were their fault and the rep admitted it was koodo’s fault but she said the don’t give refunds at koodo. ANYWAY.. i was looking for a plan where I could pay down my bill in 3 chunks or even 2 chunks without having a late charge. She told me there was nothing she could do and that I would have to pay it in full. I have to say I am not impressed, to blame it on the company I would say is unfair but the first customer rep I talked to who helped me set up my account. I woudln’t of even bothered with this cell phone company if that was the case.

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Wow I am terribly sorry about this ‘boogus bill’ that you recieved from Koodo Mobile…The rep who informed you that there is nothing that they can do and that you will have to pay your bill in full, was gravly mistaken. We can make payments arrangements with you and our Payment Management Team..I would like to apoloqize one more time that I am terribly sorry that this happeneed to you….

Koodo

How is it that Koodo sems to mess everything up, really? Kodo fixes it’s mitakes after the client has payed for them. The bill I signed up for is $20/ month and Now I am caught payine $29.95 when I haven’t exceeded my bill in any way, shape or form. I contacted Koodo by e-mail, and I don’t expect a reply. Maybe you could explain to me my the brochure does not read: “50 minutes and 50 text messages: 18.50/ month plus PST and GST”? It says $15/ month. I’d expect taxes, but not times two! Not to mention the fact that Koodo’s $5 unlimited texting bundle is really $6.50 PLUS Gst and PST. You’d think that’s why it was $6.50/ $18.50 in the first place. Not to mention the fact that my "unliited text" expired TEN DAYS after I bought the stupid phone.

I will never deal with koodo / telus again. I had two phones from them (one for my daughter and one for me) bought at different times. My phone stopped receiving text msgs and voice mail sometime back in late Aug and I didn’t notice I had problems until my friends wondered why I wasn’t returning phone calls and texts. I called Koodo and they admitted to having network problems on their end and told me it will take 24-48 hrs. to clear up. This was mid Sept and I went on vacation for a week, get back and the problem is still not rectified!!!! Called back and I get told the same thing!!! Very poor customer service and tech support. I just received my bill and I have $30.00 reconnection charge because they suspended my telephone for non-payment??? Well it turns out that we have been paying double on my daughters phone which has a -$150.00 credit and koodo acct`s dept. refused to transfer the credit over to balance out the other phone. Both phones were in my name, but for some reason, they could not explain why, basically said it was too much of a hassle on their part to do so. I`ve cancelled both phone as of last Friday and in Koodo`s way of being efficient, wants me to pay off the outstanding balance first and then they will mail out a cheque to me for the over payment. Wow!!! now that makes alot of sense rather than just doing a quick adjustment over the phone!!! Buyer beware!!! I`ve gone with Rogers now and got on a better family plan with better phones as well.

My parents both got cellphones from Koodo in the Summer of 2009. They got a low usage plan at low cost which suited their needs. However, a couple months into the plan they were charged $32 extra for 'premium messages'. When we asked the Sales Rep where the messages came from she refused to give us the detail until after much hassle she finally revealed the number and the company. It was for a skill2thrill.com website. In order to sign up for the contest, there is a 10 step online procedure. OBVIOUSLY A SCAM! because my parents don't even know HOW TO SEND A TEXT MESSAGE. However, Koodo refused to give a refund. Now in order to get a refund, we have to write a letter to the Koodo supervisor. How ridiculous. BE WARNED! KOODO is too good to be true and the customer service team is completely incompetent.

PandaGP said:

JoAnne said:

This month I have, again, a $10.00 charge for “content subscription” whatever that is, it seems to be some company that got my cell # and sends me stuff I don”t want. I thought I had cancelled it - how do I do that, does anyone know? And this month I get this additional “premium message” charge for $5.00. What is that? Does anyone know? My supposedly $30.00 bill is creeping up each month and since I was laid off from TELUS (who own Koodoo) I need to keep costs down.
What to do?

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Premium Messages are a Text Messages sent to your phone from a Third Party company. These's company's are tricky, all depending what it is.

Examples: Joke of the Day, Horoscopes, Music Subscriptions.

If its an actual text message being sent, you need to reply to that message with "*stop" or, you can look up the number that text you at http://www.TXT.ca and the company website that are sending you these messages will display their contact number to contact them at (sometimes they hide them well)

Its takes a few minutes for you to enter you number somewhere and BAM your signed up without even realizing it.

I just received my daughters cell bill., and there was a 'content subscription' on it as well.. called Koodo and the guy said for me to text *stop, just like you said., and type in 65555. That will tell them to unscrible her. I hope it works., have to pay this $10 now tho :-( She had no idea what it was or how she did it. The guy at Koodo said it was for Musical Wallpaper!?!?! And another new charge as of last month., $2 for a paper bill...just signed up for E-Bill with them... frack !

I too am a new cust of koodo and I too had probs from the beginning and they continue. :yell:1) unable to transfer old # as a result, was able to make but not receive calls for approx, 2 weeks but was still charged in full for service 2) recieved scam texts from day 1 and although i respond "stop" they resume each month. 3)unable to access e-billing despite having called cust service 5 times in total(when I tried to send a complaint via email i got an "unable to deliver notice"). Had password reset and confirmation emailed and still couldn't acces bill was told the website was temp out of service. Attempted to log on days later was told I never received confirmation email and they would send it again. Second email never came and until it does I don't have any access to billing info. Calling cust service again today....:yell:
The first call I made to customer service made me weary as I was told "except a longer then usual wait time to speak with rep as call volume was high" I knew this company is was going to be nothing but trouble.:yell: