Billing & Payments

Hello, my daughter’s phone has roaming charges for $16.00. This was while we were traveling to Sooke together. As soon as the notice came up that roaming charges could apply she put it on airplane mode and still charges were applied. We have not been to the USA.  Could we please have those charges overturned? Also, this happens almost every bill as she lives in Victoria and she has turned off roaming capability. She will not be traveling to the USA...how can we disable this?  Thanks.  

Hi, My previous balance was 108$ and I did pay it last day,now I got new bill and the total was 165.22 $ !!!!What is the problem exactly ? 

Hi Koodo,I wasn’t expecting Koodo to charge my bank on 16th because bill was displaying 23rd as due date. Koodo’s automated system tried to charge my bank when I didn’t have anything there. I paid the bill on the 19th but Koodo is now trying to charge me $80 for NSF during the next billing cycle.This is a terrible experience. I think it’s not fair to pay $80 because it was Koodo that didn’t inform me about the actual scheduled payment date. Please waive the $80. Thanks,

Every time I opened my public mobile app it asked me if I wanted to switch to koodo. There was an offer (regular 50 dollars) 40 dollars for 150 gb of data per month. But when I signed up suddenly it was 50 bucks. How do I get the 40 dollar deal that was promised? Thanks. 

I have a plan that is 40$+tax /month and for some reason I just got changed 66$+tax what is that about?? I have 150gb of data and no chance in heck I went through it as well as calling and text included. Kinda shady

Hey I have a question what will happen if a pre-authorized payment has come out of the pre-authorized account but there isn’t any account does have sufficient funds. My bill shows it’s been paid but my preauthorized payment but there wasn’t any funds in there. I’m trying to pay my bill manually but it won’t let me. Look forward to hearing a response on this inquiry.    Thank you 

Hello, my name is Sally Oh, and I would like to inquire about my cancelled plan and the charges on my account.I was in Canada as an international student from January 2024 to July 2026. I moved back to South Korea, my home country, in July 2026, and I cancelled my Koodo plan when I moved back.However, I recently received an email stating that I need to pay a total of $134.89 for charges from July, August, and September.I understand that I need to pay for the Koodo service I used until July 11, 2026, and I am willing to pay for that period. However, I do not believe I should be charged for August, September, or the remaining days of July after I cancelled my plan. I can provide proof that I moved back to South Korea in July 2026 if necessary.Could you please review my account and clarify these charges? I would appreciate it if you could remove any charges that were incurred after my plan was cancelled. My phone number is 672-963-0731.Thank you very much for your assistance. I hope you h

Hi all! I recently added Stream+ to my services, but I cannot activate Amazon Prime. I have already reviewed the troubleshooting and contacted Amazon; however, the issue is that my Prime account was already being billed through Koodo so it is not an Amazon issue to resolve. Amazon told me I needed to connect with Koodo to fix this activation issue. I am not having any luck in reaching someone from TELUS either. How can I get this resolved so Im not being double billed? 

I contacted Koodo Care to ask whether my plan included US roaming. The agent said it didn’t and offered to add it. I agreed, but she changed my Long Distance Calling perk to US Roaming without telling me that my existing perk would be removed.As a result, I was charged $51 for long-distance calls that I normally make every month under my included perk. I also cannot add the Long Distance perk back myself.Please review this interaction, restore my Long Distance perk, and refund the $51 charge, as I was never informed that changing to US Roaming would remove my existing perk.

Bonjour,  J'ai résilié ma ligne et réglé ma dernière facture. Je suis à présent en attente du remboursement. Combien de temps cela prendra s'il vous plaît? Merci 

I had a 7 Day USA Pass from the previous month that I used in the States and I couldn’t add another one for same-trip within 30 days so I thought I was covered. Now I check my bill and I am charged additional amounts for these few days...what the heck??

I have an auto pay set up on my Koodo account.Koodo tried to charge my bank through auto pay on the September 17th but it failed. I made a manual payment on September 19th through Koodo side. But Koodo charged my bank again on the September 21st. I asked for Koodo to either refund one of the charges or apply $45 credit but they’re not responding. What should I do? so I paid an additional $45 but I don’t see the credit of $45 on my account.

Just received my bill and was charged an extra $12.00 for minutes on an unlimited plan. Anyone else experience this?

HiJust received my second billing since signing up for autopay. Discount was applied to my bill for signing up but it seems like the autopay has not been activated as I am being asked to pay the bill amount. Is this normal? Last month I asked and you guys said to give it one cycle. I did that but here we are. Thanks

Hey all. Been very happy as a Koodo customer for over a year now, but ran into a pair of 1 min roaming charges on the last bill. My home is in a spot where I think there is some overlap with the states (I'm on Southeast Vancouver Island) and I've seen it flip just by going to the other side of my bedroom, the extent of my travel.Am I on the hook for this or is it reversible? Thanks all, every dollar counts these days.

I want a charge on my bill reviewed. I have logged in to the self-serve portal, clicked on “review a charge”, entered all of the info, including why I am requesting the review, and then whenever I hit submit, I get the same “unknown error” message. I have gone through this every day for the past three days, sometimes several times a day, and yet I always get the same unknown error message. This almost seems like its by design to frustrate me into giving up and just paying the charge. Can someone from koodo please look into this and fix the website so that I can use the self serve portal as it was intended?

Hi Team I am a new user to koodo I was told over the counter that my international calls are included in my plan but I am getting charged for that plz help call me 

With this plan, there is a charge on my bill for 3 days of roaming - Easyroam @ $16 per day.  This site in the help pages  shows that there should be zero charge for that. The billing link to “ask us to review a charge” is broken and does nothing.What is the procedure to have this reviewed and removed from the bill?NOTE: I was with public and the US-Canada plan allowed usage of the Canada data and calling etc with no further fees. Agent said it would be the same with this plan, and everything I can find confirms this - EXCEPT the bill. See the pic below showing the easy roam charges right below where it says easy roam US is included! help!  

On September 17, 2026, I received an email stating that pre-authorized payment was removed from my account. I did not request this change and did not authorize its removal.My automatic payment was processed normally on September 14, 2026, just days before this happened.This is the second time this has occurred — I received the same notification on August 18, 2026, and had to reactivate the automatic payment after it was removed without my knowledge.Can someone confirm why this keeps happening? Was it a failed transaction, a system error, or something else? I'd like this issue permanently resolved so it doesn't keep happening every month.

My pre authorized payment was cancelled Sept. 18 and it was not done my me.  This is the second time I have had a problem with the payment.  Why is this happening?

I paid full in my last billing cycle. I decided to switch from different network provider because every month my bills are going up. In fact, I am not using much of my data. I paid my balances. If there’s few days from the cycle, this should prorated and not being charged in full. Aside, I have 1 month advanced . This should be refunded or use for the balances. I’m trying to contact and send request to contact my number but I didn’t receive an answer.

I spoke with EDWIN on September 18th at roughly 2:08pm to 2:15pm. I was transferred from customer service. He said he was in the bill payments/payment arrangement department. He needs to be recognized for his excellent customer service skills. His tone put me at ease and he had a very pleasent vibe. In the past I would feel exasperated after speaking to representatives as they didn't seem to care about people experiencing financial hardship. He understood what I was saying, I didn't have to passionately explain why I needed help, he just understood and helped me. He seems very lovely and he needs to be praised for his ability to connect, his ability to understand and problem solve. Thank you EDWIN.

This happened to me too today (Sept. 18). I got an email saying my pre-authorized debit was removed, but I definitely did not remove it.There were enough funds in the account, my debit card isn’t expired, and my pre-authorized payment actually came out successfully a few days ago.I also tried setting it back up, but Koodo/Plaid keeps saying my banking login is wrong even though I confirmed it works with my bank.Just adding my experience here as well in case Koodo can flag this as a wider issue.

I have pre-authorized billing setup and have not changed it, or cancelled it. Yet I received an email saying that I had cancelled it, I DID NOT cancel the pre-authorized setup.  I have reset up pre-authorized again, but want to know how it got cancelled when I did not cancel it.. Very annoying to receive an email like this:Your account has been updated. On September 18, 2026, the pre-authorized payment option was removed from your account. Your monthly bill will no longer be paid automatically using your credit card ending in xxxx Please note, removal of pre-authorized payments will also remove any related pre-authorized payment discounts.Avoid late payment charges by paying your bill in full by the due date. Log into Self Serve to pay quickly and easily. In addition to viewing your usage, bill and amount due, use Self Serve to switch back to the hassle-free convenience of pre-authorized payments.

Hi, I noticed an incorrect charge on my recent bill. On Aug 30, 2026, I was charged $18 for Easy Roam INTL (FRANCE), but I have never visited France or traveled outside Canada.The call details show "WHERE YOU CALLED FROM: FRANCE", which seems to be a network error or system glitch. have attached screenshots of my bill and my phone's recent call log (showing calls with Tyler on Aug 30) for reference.Could a moderator please check this issue and credit the $18 Easy Roam fee back to my account? Thank you.