Billing & Payments

Hi support team,  Looking at my bills I also have roaming charges for November 2025 and December 2025 - I did not travel to the US in either of those months. can someone add a credit to my account or something? Also - I’m not sure if I’m reading my bill wrong but it looks like it charged 8 days of roaming in August? The last time I went to the states was July 2025 - just looking to confirm I didn’t get extra roaming.  Thanks  - I changed my setting to make this not happen anymore! Thank you!! 

Hi there,  On Jan 23 & 24th my phone connected to a US network while I was traveling - but I never left Canada.Also for Feb 10th I was never in the states - got dinged for roaming close to the border too.  Can you make the correction so I don’t get roaming charges? Thanks!  PS I changed my settings to stop connecting to US networks. 

Hello,I was charged for Easy Roam on my last bill but never entered the United States. Again I live close to the States as indicidated by my billing address. Please remove charges ASAP.ThanksMarisa

My account is set up for pre-authorized payment, and I had no problem until now.This month money was withdrawn on Jan 5th and the due date is 12th. However, the billing overview shows I still owe the whole amount and 'Please pay in full by due date.' I wonder what's wrong??

I’m sharing my experience to ask for advice and to warn others.I left Canada permanently in August 2025. Before leaving, I called Koodo and explicitly asked to cancel all mobile services on my account. I was told that the services would be cancelled.After leaving Canada: I no longer had the phones or SIM cards I did not use the service at all I am now living outside Canada and cannot call Canadian phone numbers Recently, I checked my bank account and discovered that Koodo continued charging me monthly from August 2025 through January 2026, despite my cancellation request. These were recurring charges taken directly from my bank account.When I later logged into Self Serve, I saw that all three family lines were still active, which was a complete surprise.This appears to be a clear billing and cancellation failure:

For the past week, I have been trying to cancel my home internet service without any success. I called 1-855-350-1170 and spent hours on hold, but no one ever answered.I contacted Koodo's customer service (2 times), the representative collected all the necessary information but then transferred me to the cancellation department, where I waited for several hours with no response.I posted on Koodo's Facebook account, and someone took my name and phone number, saying they would contact me. Nothing happened.When I say I spent hours on the phone waiting, I wasn't joking; I need a real solution.Thank you

I’ve been charged for roaming on February 8 and January 17 both of which I was not traveling in the United States and just live relatively close to a border. I would like these corrected.

I got accidentally charged today on Stream+ as my trial promo ended yesterday and I did not realize. I already cancelled immediately however the plan just auto ends until next billing cycle. I thought I could get pro-rated like phone plan always, but the callback team said they have no way to issue any refund/credit. He told me to discuss directly with Netflix/Disney+/Prime, they answered as expected only Koodo has my billing info so other parties won’t be able to issue credits.Anyone know what I can do with this??? If I dispute this with the bank credit card, will it work?

I had a prepaid service but you guys are charging me every month for the press month you are charging me $67 and I’m telling you guys to cancel my service but you’re still charging

Subject: Complaint and Refund Request – Overcharged invoiceTo: Koodo Customer ServiceAccount Number: ********Dear Koodo,I am writing to express my dissatisfaction with your service and request immediate action on the following issues.Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges t

I just got the email in which the charges show very high for this month, on that regarding, I want to talk to a koodo agent on a phone call but koodo assist is telling me that my number is not matched, so can you please schedule a phone call with any koodo representative? 

I am extremely disappointed with the service I have received from Koodo Mobile. This has been one of the worst customer service experiences I have ever had. I have experienced ongoing billing issues, including being overcharged despite being offered a lower-cost plan. Even after agreeing to what was presented as a cheaper option, my bill continued to increase without clear explanation. It feels misleading and unfair. Attempting to contact customer service has been incredibly frustrating. The automated system makes it very difficult to reach a live representative. On multiple occasions, I requested a callback, received one, and the call was disconnected almost immediately. This happened more than once. Resolving issues with this company has been unnecessarily difficult and stressful. Customers should not have to struggle this much just to get clarity about their own billing.

Unfortunately it looks like I am in the same boat as other users on here.I’ve been trying to reach customer support to cancel my internet, but to no avail.The activation came in about two weeks later than originally discussed. The modem also only uses a coaxial cable, which I don’t have set up in my house, so I am not able to use the service. At this point I’d like to cancel the service before the 30 day refund runs out. It was a decent deal, but doesn’t look like it’s possible for me at this point. Thanks

I was given the Sim card on 12th January by Alberta Health Services. There was special arrangements with Alberta health services and Koodo network provider that we are using the Sim card for a month free of Charge. I called customer service on 2nd February to activate the sim card. He told me because I was given free one month which will end on 11 February, my billing period will start on 11th February then I said okay. When the billing came I see partial charges on it. Please review and clear that charges. Secondly, when I inserted the sim and called someone, it came as British Columbia. I even asked the Customer service personnel who attended to me why that and if it can be changed but he said no meanwhile I was in Alberta. No one told me that will attract extra charges. when the bill came, I see charges related to that. I don't want to use British Columbia Sim card will in Alberta and be charging that extra fees. I'm waiting to see these charges cleared before I mak

New customer and the 2 lines ported in got billed $25 prestige number billing so both lines are $25 a month more than the contract rate Can't find anything on what that billing is 

Hi:I just got my February bill and to my shock the price has been bumped up by $7 with no prior notification in my previous bill or by email. In the Self Serve it’s indicating that “Your bill's higher this month because you changed your plan.” - NO I DID NOT, so stop stating incorrectly Koodo.I have tried to schedule a callback and of course it keeps looping and looping and does not allow me to do so. What options do I have to speak to an agent and get my plan back to $20? When I had signed up it was confirmed to me that this is a permanent price and will never go up.Thanks.

I am no longer a customer. My login does not work anymore (been 4 years). I accidentally paid money to Koodo and I need to reverse the charges. My number is **********.  My email is *****@ outlook.comNote- I cannot login to anything OTHER than this self- serve community. Please help!

My mom was using Koodo but she left the country, now I want to suspend the service but I am unable to do so. I have been paying almost 40 dollars per month, even though I am not using the phone number. How do I suspend it?

Hello. I live next to the U.S. boarder in Canada, and was charged roaming fees. Could I get my money back.

I got an email that my Stream+ promotion ($10/month for 3 months) would be extended 3 months till the end of April. It would have ended this month. Today I got charged full price ($23), and when I called Koodo the agent basically said they have no control over the price so either pay full price or cancel. So I told them to cancel, but then I found this forum and see others with similar problems. Now I'm seeing if someone is able to be more helpful here since I would still like to take Koodo up on the promotional offer I received.

I set up bank payments to save my mom money each month. I put all banking details in as asked and there is always money in the account but I got emails that the payment was declined and I would have $50 nsf charge. I’m not sure how to proceed. 

Hello! This is urgent and I need it resolved ASAP. You guys need to drop the outstanding balance due to the fact that one of your salesmen did a horrible job on explain to me how Koodo works. It was a friend of mine who worked with of for you guys. He gave me run down but he never told me that it would be auto top up. I am with chatr and they allow me to pay whenever I want. I asked if it was the same for Koodo and I was told yes. So now because I didn’t pay I now have an outstanding balance. Due to your salesmen doing a bad job. Please resolve this because I should not have a outstanding balance.  Please send me a business number I can contact you at!

I saw that Koodo increased my monthly bill for the mobile plan from $29 to $36. I transferred my number to another operator with lower price and cancelled the plan with Koodo.Do I need to pay the current bill and I will be refunded since the current bills has been issued for February-March?

I made a query about my WiFi and I was sent a new router and modem which I set up and it’s still not connected.Its 2 weeks now and I have made several attempts to reach a representative but nothing..I am paying for services am not using…This is so bad and frustrating..I call everyday since last Tuesday when I got the new modem and I can’t reach anyone..Please I want to cancel everything and it’s still directing me to call..What is going on?.

I did not leave Canada please remove roaming charge from my bill