Billing & Payments

I’m a postpaid customer. My last bill was for April 11 to May 12 and was paid by Auto-pay on April 28 for the $10 discount.  When should I port my postpaid number to my new prepaid Koodo account to prevent any further billing related to the old monthly account? I expect no refund but consider all debts paid. Will porting my number trigger a $10 charge next month for cancellation of Auto-pay?

Hi, I saw my monthly rate has been charged from 45 to 51, but I didn’t make that change. I wasn’t even notified for that change. Now I can’t change it back to 45 because the website said I already changed it once in the month, but I did not. Can you change it back to 45 and refund me the difference for what I’ve paid?Thank you.

Hello,I am writing to get some help regarding unexpected data overage charges on my current bill.My plan is supposed to have Shock-Free Data, meaning my data should automatically pause once I hit 100% of my monthly allowance. I have always known that I cannot use extra data unless I explicitly reply 'YES' to a warning text message or authorize it through my Self Serve account.However, on April 12th and 13th, I was charged a total of $35.00 for data overage (as shown in the attached screenshots), even though:1. I never received a 100% data usage warning text.2. I never replied 'YES' to authorize any extra usage.3. My data was not paused by the system.Looking at the detailed usage history, multiple charges ($10, $5, $5...) were added consecutively within just a few hours overnight. It seems like the system failed to block the data at the 100% threshold.Since this appears to be a technical error where the Shock-Free Data system di

Hello,When I signed up, I was told the plan would be $25 per line, but my bill shows $29 and $34 charges instead.Please review the activation agreement and correct the pricing as promised.I would also like a credit for the overcharge.Thank you.

I was incorrectly charged $18 for roaming charges on both April 18, 2026, and April 14, 2026 -- totally $36. I never turned my roaming on for these two days, and would like a refund please. Thanks in advance.

I canceled my number this month, but i still have my balance so i tried to pay. But i also closed my canadian bank account so i don’t have any canadian payment method. So i want to pay for my balance with my international master card, then how can i register it?

Good afternoonCan you check on my account as I activated my European 30 Europe travel pass plan for $60. I activated the plan from my koodomobile self service app on my phone while in England on April 15th or 16th.I received a confirmation text saying as such. So naturally I assumed it was ok to turn on my data and roaming to use Google maps and explore the area.Now i have a bill with $360 for Easy Roam charges from $18 daily!!  Koodo, please correct this as I paid the Europe 30 day roaming plan.    ThanksSeems theres alot of similar issues regarding this, and its odd.  System error and so. Thank you. 

I traveled from Montreal (Eastern Time Zone) to Seattle (Pacific Time Zone) on 28 March 2026.I made sure to go into Airplane Mode before 11:59 PM Pacific Time on 28th but Koodo still charged me for Easy Roam on 29th because they seemed to ignore that I was in a time zone 3 hours later.This is the 2nd time it has happened and i tried to contact via Assist but got nowhere because of limited options to try to communicate the issue. incredibly frustrating.How can I get to speak to someone at Koodo to rectify this extra Roaming charge?

Hello,I closed my account in March 2026, and I also received a confirmation call . However, I am still receiving bills.I have tried contacting customer support multiple times, but I do not receive any callback, and there is no direct contact number available to reach the concerned department.Please check this issue urgently and stop any further billing on my account. I already paid $10 once. call me at ********69account number is  : *********PLEASE STOP SENDING MY BILLS**edited by moderator to hide personal information 

Hello,I closed my account in December 2025, and I also received a confirmation call on December 15 in the afternoon confirming the closure. However, I am still receiving bills.I have tried contacting customer support multiple times, but I do not receive any callback, and there is no direct contact number available to reach the concerned department.Please check this issue urgently and stop any further billing on my account.Thank you.

Hello, I was incorrectly charged roaming fees despite not leaving canada. The first charge of 16$ on January 30 2026 and again in April 2026 for 64$. I would like the charges and any interest removed please as it is an error. Thank you 

So frustrated with Koodo. They charged my account $50 for 3 day international roaming and said I activated it in-store and won’t remove the charge. I even told them I didn’t go into the store. Ugh...and their chatbot rep is no help. I would like to speak to a real human to get this situation resolved.

need to give my new credit card #

Plan rate changed without consent or email received, deceiving.And no, a message in small prints at the bottom of a bill, that no one opens when everything’s normal, is not a viable noticeTerrible service.Thank you,

Last billing I set up automatic billing and it even confirmed it for me. Now this month, it didn’t take my payment so now I have a past due charge on my bill even though I took the steps to not have to worry about typing in all my banking information again. I want to pay my bill but not the additional charges since I’ve already set the authorized payments up but it didn’t go through on koodos end.

Hi. Kodoo shut off our family data. Which is pretty wild considering we had no texts or emails regarding data shut off and now our services are shut off. If you want your money I’m going to need you to switch out data back on, considering my boyfriend is trying to pay his portion of the phone bill but is at work with no data. Once the data is put on and he can access the internet you will have your over due balance. 

How do I change my credit card on file

Why doesn’t Koodo allow pre-authorized $10 discounts on credit card payments?

I tried many times but It says downloaded but each time I got nothing to see  

Why does Koodo charge my card a week BEFORE payment is due? It’s ridiculous. I’ve cancelled my pre-authorization for this reason. I have separate cards for payments and I usually have to transfer money into said accounts, like every other pre-authorization transaction the payment comes out on the due date (ex. Enmax) so I am expecting payment to come out on that date. Now I’m dealing with a different bounced payment plus a NSF fee because Koodoo took the payment out a WEEK before the payment due date.  yes I know I should leave more money in this account but I would prefer to keep it seperate.  I would love to utilize pre-authorization payments but not knowing the exact date payments are coming out is enough to not use it. 

I have an unexpected $18 roaming charge (“Easy Roam INTL”) on my latest bill. The only possible explanation I can think of is this: while at the Lisbon airport before boarding my flight back to Canada, I removed the travel SIM card I had been using (not a Koodo SIM). After reinstalling my Koodo SIM card, I briefly powered on my phone — for no more than five seconds — just to confirm it would work when I landed in Toronto. I immediately turned it off again.It appears that this momentary connection triggered an $18 roaming charge.I haven’t been able to reach a Koodo representative to explain the situation, so I’m using this review process in hopes of having the charge reversed.

I switched from public mobile to koodoo my plan was $45 and I was able to keep that plan however today I get my bill and koodoo switched my plan to the $55 plan that I dont need or want and now i cant get ahold of a representative to fix it 

Hello,I opened the app and manually paid my bill today. However, when I checked my bank account later, I noticed that the bill amount had already been automatically withdrawn from my account.So it seems that I paid the same bill twice today. Could you please check this and let me know how the extra payment will be handled?Thank you.

Hi there,I’m trying to contact anyone from customer care trough chatbot. But it’s not working because I canceled phone numbers last month. In my account is still the rest of my last bill what I need to pay. But I can’t do it trough self serve because I didn’t have Canadian bank anymore. How can I pay it? Can anyone contact me trough email? Can anyone send me an invoice for it? Thanks in advance, Eliska. 

I have left koodo half month ago, but Koodo deduct the payment of whole month and hasn't issued final bill.Digital assistant keeps asking phone number and said number is not match???!!It never transferred me to a rep