[Beekas]

Hi Everyone,

I signed up with Koodo about 3 weeks ago and chose the Talk & Text Combo which includes unlimited texting. I just checked my bill online and noticed I've been charged twice for Data Usage. I only use my phone (Nokia 3710) for texting and talking and there were no other charges besides the Data Usage. I don't use the phone for surfing the internet so am wondering why I'm getting a Data Usage charge?
I e-mailed customer service a couple of days ago and haven't heard anything. Also I spent the last FIVE hours (2 hours on my cell phone and 3 hours on my landline) on hold trying to talk to a customer rep and never got anyone (just that message thanking me for my patience). Is this normal Koodo customer service? I'm very disappointed with them.

Thanks in advance

 

[tikelmen]

Wanting to help

This is Bernard from Koodo. No, what you have gone through is not normal. A few days back we had a software update on our self serve site. There were a few glitches and customers started calling/emailing which weren't prepared for as well as we should have. That's why we fell behind.

 

[Beekas]

Hi Bernard,

Thanks for the info. I finally got through to a customer rep yesterday after 45 minutes on hold.
I asked about the Data Usage charge and was told that the billing was accurate and that my phone did indeed incur the charge. I confirmed with the rep that Data Usage is charged only when surfing the internet. I swear I have never surfed the internet with my phone. It's just a Nokia 3710 and I bought it just for texting and talking.
The rep left a note on my account and told me that I would have to call in when I get my bill and ask for the data usage charge to be credited.
Any idea why I am getting a data usage charge? If it happens again I am going to cancel and take my business elsewhere.
Is there any way to have internet access disabled on my account so that this isn't an issue in the future?

Thanks very much!

 

[rpokane]

Beekas: Any updates on this?
I got a Samsung 356 and a Nokia 3710 for my kids last weekend, and BOTH had data charges on them on the very first day.
Both kids said they didn't use the Internet. One said they didn't even know how.
I called and Koodo insisted that it was used.
Anyone else here experiencing this?

 

[17671]

ask for the data to be blocked or disabled

 

[rpokane]

I did call in to ask that and they said it couldn't be blocked. I'd also like to block long distance calling. Thought would be two of three for uncontrolled costs...third being going over their allotted minutes.