Koodo Mobile review: Change of rate plan - extraneous service charge

I attempted to change my (and my wife's) rate plans with Koodo mobile using the online "self service" function. According to the Koodo website (https://www.koodomobile.com/en/help/changing-your-rate-plan):

"Your Self Serve account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab."

I followed the directions through the "self service" system to change to an available rate plan that appeared as an option on the website. When I attempted to change it to this plan (or another plan for that matter, as I tried a few others more expensive plans as well) I continuously received an transaction error (see attached photo 1). Frustrated that I could not change to an available account on the self service portal, I requested a Koodo Assist callback.

In discussion with the agent, she stated that that plan was available but there was a $15 service fee to change to the new plan. This is not acceptable, as it clearly stated that all available plans "you can switch to" online. (see attached photo 2).

The agent was no help and insisted that I pay the $15 service charge to change to the clearly available rate plan. I did end up paying this amount for both accounts but I do not believe that this is right.

Please beware and assist if able.

View 0 more photos