Billing & Payments

My $50 60GB UL min Plan SFD (5G Speed) plan suddenly became a $55 plan with no notice. I’ve gone back and looked at the past several months of invoices, and there is nothing to indicate a price increase coming. How can Koodo make a change like this without providing any information (that I can find)? It seems like I’m not the only one who has experienced this, and I’d like some clarity.

Signed up with auto pay.  Was inexplicably removed from auto pay by KOODO. Have not been able to speak to someone to get this corrected. Thanks.

Not authorised BUSUU charges from Busuu On January 1, 2026 I received the message from 5490**FREEMSG: Enter 8305 to subscribe to Busuu. Cost CAD $15.00 per month (taxes ecls.). Help 14375369235 DIGITAL OLINE DEVELOPMENT, S.L.U. @promo.busuupremium-ca.com #8305**I didn't respond to it considering this as a spam. Next message was**FREEMSG: Welcome to Busuu. Cost CAD $15 per month…… To unsub send STOP to 5490.**The message was sent to spam.On Jan 2, 2026 I received another message from 5490**FREEMSG: You have been charged CAD $15.00…..**Same messages were coming for next four months. I have never authorized this change. I have never downloaded their application, if such an application even exists, and I have never visited their website. Despite that, these charges continued for four consecutive months before I was able to stop them.As my service provider, Koodo s

I retrieved my first bill with Koodo, and there are partial charges for the period before I received my SIM card which I had to wait for in the mail.  Therefore, I was not using their services yet.  Why am I being charged for that period? Will it be credited on the next month?Please let me know.

I was charged roaming charges on March 26th and 27th. It is now on my current bill. I did not leave the country. 

Hi everyone,I’m posting here to raise a serious concern regarding the mobile network service I’ve been experiencing with Koodo Mobile for over two years now.It has been extremely difficult to even reach customer service. When I finally managed to connect, the call took a very long time, and I was given a ticket number with a promise that the technical support team would call me back within 48 hours. It has now been more than two days, and I have not received any callback.I currently live in Richmond, which is a major metro area near Vancouver International Airport, yet I consistently get only one network bar at my residence. The network is unreliable and often completely unusable. I frequently cannot make or receive calls, and mobile data barely works.What’s more concerning is that this issue is not limited to just one location. I’ve experienced similar poor service across multiple cities including Vancouver, Victoria, Abbotsford, and Dun

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

My wife was with Koodo, we called in to switch her account to mine. After hours being on the phone we gave up and told the agent to leave it and we hung up. The next day we called TELUS and switched to TELUS. We did not know that the agent actually completed the transfer and we will billed $90 for this. After months we notice our credit score has dropped from Koodo. I called in and they looked into it and said they fixed it and our score would be reversed and it would all be fixed. It still isn't fixed. Our credit score has taken a huge hit and is continuing to drop. I have tired to reach out many times but no luck. This is my last option before finding out another way to escalate this.

Hi, while waiting to board our next flight to Thailand on January 20th, , I was removing my SIM card at the airport in Dubai and inserted my Thai SIM card. Took me a minute….you charged me $18 plus tax. I looked at my phone and I had the roaming turned off. I had to insert my Koodo SIM card for one minute to receive a notification code from my bank. My roaming was turned off and somehow you charged me once again on my April bill, I’d like this to be waived since this is clearly not right. julie 

Hi, I’ve ported out my number to a different carrier and the month after, I got reverse charged the usual pre-authorized payment discount I had in the past.I used to get $10 discount off every bill with pre-authorized payment. Upon cancellation, my bill was prorated which is what I expected, and was correct. However the very next bill, I rather got charged $10. This to me is Koodo trying to overcharge me. Please reverse this charge and pay my negative balance back. 

Hi, I need urgent help.My Koodo service was cancelled today (April 17), but my flight is only tonight. I have requested cancellation for the end or the day, but I’ve completely lost access to my number.Because of this, I’m unable to:Contact support (since callback and live chat requires my number, and it says number is incorrect) Book a cab easilyThis has put me in a very difficult situation on my travel day.Can someone please advise if there is any way to temporarily restore or extend the service until April 18?This is urgent — I need immediate assistance.

I’ve moved to a new provider that had a very good deal, so my number has moved and my service with Koodo is officially canceled. However, now the chat doesn’t work since the number is inactive and I can’t discuss the final bill with anyone. This final bill shows a full charge even though service has been cancelled days into this new period, it’s not a partial charge. Payment due by May 11th. I’m confused. Why am I being charged for a full period when I’ve cancelled the service? How does this work and who do I talk to for clarification and explanation? 

On March 28, 2026, my phone activated Easy Roam when I had not left the country. The charge needs to be removed from my phone.

I switched to another plan, and you promised me a 10 CAD discount monthly after this. But I get the same bill amount still. Why?

Hi,I need my monthly invoice correction and have $32 removed for easy roam when i was NOT in the states yet live near the border. You know the drill.Please have them removed.Cheers,Marisa

Hello,  as there is no Costumer Service phone number,  how do I update my profile name  as it is wrong. When I opened the home internet  account,  the representative did not do it correctly.I have tried on Self care,  but no options.How can some one from Kodo help me?Thanks in advance.

Hey Koodo, I just arrived back to Canada and am currently looking for a job and being bombarded by payments. Could I please get the first time payment waived as I’m not in a good place financially right now? Thank you Samantha 

Hi i got disconnected cause was late fir my paiment but i did sent 200 last week and still no service . I cant login to koodo cause i never register i always pay through my bank account. Now im trying to get a hold of someone but this f$#%# robot wont help me the right way

I was charged twice in January because they said I didn't pay in December when I did**edited by moderator: screenshots removed as they contained personal information

I want a callback 

How do I find my Home Internet Account Number?Home Internet is the only product I have. It’s not listed under my Self Serve dropdown menu.Thanks

My account is no longer in service, but I have credit balance, I need help to get my refund,

Hello, I changed my Koodo mobile prepaid plan to monthly plan from April 4, 2026, and on my billing page I can see the billing period is April 14 to May 13 but including the partial charge from April 4 to 14, $41.20 in total, which is correct.But the question is, I received the bill of that amount ($41.20) today (Apr 15) and the due day is May 8 (this is also shown on the summary of the billing page).This is strange, because as a monthly plan, shouldn’t the bill be received after May 13, and the due day be around May 28 (May 13 + 15 days)?Could someone help to explain this?Thx.

Have been paying for premium streaming but have only received Netflix 

Hello, I’m looking to understand why my bill is higher than my usual monthly cost? I don’t see any additional charges added to my bill. Thank you.