Billing & Payments

Last month, I added my mother to my line and spoke with a representative. During that discussion, we agreed that her monthly cost would be $25. The representative advised that we simply needed to wait for her physical SIM to arrive.Now that we have received the physical SIM, I checked the system and noticed that my mother’s current plan is showing $40 per month. This is not what was agreed upon during our discussion last month. Could you please clarify the reason for this change?Additionally, I was under the impression that I would be receiving an AutoPay discount, but it does not appear to be reflected on my billing. I would appreciate your assistance in explaining this as well.

Last month when checking my tab balance it showed a negative number of between 40-50$ my tab is 10$ a month and this month is the 24th month for me, with a negative balance showing its stating I over paid but this month I still got charged my usual 10$ and my balance now shows 0$ instead of a negative number. I was under the assumption when all was said and done I would get that 40$ and change credited to my last tab bill, instead it charged me and now doesnt show a credit or over payment at all

I’m being charged a huge amount of extras this month.i don’t know why? I’m hoping these can be removed and I just pay my normal monthly rate

I have Koodo mobile plan and I have an account and pay bills via PAD. I also have internet plan via Telus which I also do PAD. However, I don’t get bill on my Koodo account for that. When I took the internet plan 2 years ago, the representative set up PAD over the phone. I get sms reminders of pay amount and pay time. Now, I want to have access to my internet plan. How can I do that and who should I call for clarification. Waiting for reply. Thank you.

I have tried to report these roaming charges to Koodo many times, but get stumped by your on-line system and so I give up in frustration.  Because I was so frustrated dealing with you on this matter I have moved my mobile service back to Telus.  But I would still like to see this matter settled as you keep sending me bills, with interest accumulating on the undue roaming charges.   You have previously given me credit for a roaming charge, but there are still two roaming charges outstanding, plus overdue interest.  I have not been outside of Canada during the billing periods that these roaming charges were added, so I would kindly ask them you remove them and reverse any interest charges accumulated.  Thank you ~ I look forward to your response.

Yesterday I was incorrectly charged for roaming while I was on a flight from Ottawa to Fredericton. Please reverse these charges. I wish there were a way to turn off roaming while still subscribing to easy roam, this has happened more than once and it makes me want to discontinue the service.

I have spent over two hours on hold on two separate occasions attempting to cancel my service. Your self-serve system does not allow cancellation and forces customers to call a sales representative, which raises serious concerns.I have also experienced two technician no-shows and have been without internet for over two weeks. At this point, I no longer wish to continue with your service.I am requesting immediate cancellation of my account, with no further delays or attempts to retain my business. Please confirm the cancellation in writing. 

Hi folks, I just signed up two new lines at the end of the year with an option to Pre authorize payment for additional $10 off. My understanding is that the $10 monthly discount is per line. Is this correct?

Hi Koodo Community Team, I’m looking for help regarding a final bill I recently received, as I believe this charge may be incorrect. I cancelled my Koodo account through a phone call on October 18, 2025. During that call, I paid all remaining charges, and the representative clearly informed me that no further payments or future bills would be issued. However, I have now received a final bill requesting payment, even though: I have not used the number at all since cancellation I was told my balance was fully settled at the time I am currently outside of Canada (in South Korea) and cannot make phone calls I also do not have a Canadian bank account anymore  Because of this, I would like to ask: Why is this final balance being charged after my account was cancelled and paid in full? What period or service does this amount cover? Is there

I switched plans to a more expensive plan recently. My bill this month has the monthly charge for the price of the more expensive plan and then it also has a partial charge of a prorated amount of the difference of the two plans. so I’m paying double for switching my plan this month.  Please charge for the old plan value this month and the partial prorated amount on top of it. 

My account has been cancelled 2 months ago but the charges still take place. Please refund, thank you

I have been on pre-authorized payments from my bank account for the last year and everything worked out great. This month (December) my bill was paid but not from my account. I have checked both bank account and credit card but not from my payment has shown up. My account payment says paid January 2, 2026 but not from payment went out. What to do?

I briefly left Koodo (for a few days) and came back with a win back offer. My previous account had a balance and when I came back I was assigned a new account number. The agent helped me to link the two accounts since I was using the same email address and I didn’t think anything of it but now I can’t find the balance on the original account. Where can I find that on Self-Serve? Will that balance be added to my next bill? I did not have preauthorized payments set up on my past account and do have it on my new account so I was hoping to pay off the balance to start fresh. 

I have been calling koodo repeatedly since many days. No luck!!!! I need to cancel and need my money back. This is so ridiculous. I spent hours already!!!

Hellogot my Dec 2025 bill.  got easy roam charges for two of my lines when I have data roaming turned off on both lines before leaving can you please help reverse these charges please.  ThanksJohn

My billing cycle ends on the 27th of every month. I decided to update my phone plan from $34/month to $50/month on the 30th of November. Can someone please explain to me how Koodo charged me $15.46 for prorrated charges? My new billing cycle still ends on the 27th of every monthAlso secondly, Koodo on their website says that $10 discounts (Always on Perk AND Monthly credit 12mnths 10 incl tax) will show up as $8.85 on the bill as $1.15 wil be deducted from the taxes. Yet they are not. 70.30 + 15.46 = $85.76 and 13% of that is $11.15 whereas the taxes should be $8.85 after the 2 x $1.15 deductions as the discounts are $10. Sounds like Koodo is not so good at math  

The CC used for auto top-up was compromised last night and immediately cancelled. My renewal date is 3rd January. Today I went and got a top-up voucher and  added it to my account. Will anything change on my plan ? Is there anything else I should do. ? My new card will be added in time for the next payment once received.  

I have 2 incorrect roaming charges on my account and need them reversed. 

As mentioned in title,  I cannot see the pre-pay thru bank I set up this morning on my old account.  Also, for info, I have added a new line in same account (SIM is in the mail) and I setup the prepay to enjoy the monthly $10.00 off new line.

I called Koodo to get a better deal. The customer service rep said that if I transferred to Telus I could get a better deal. I asked if there would be any charges or if I would be penalized. They said no. I asked them to make sure. They looked at my file and said it was safe for me to transfer. I said OK. If the call was recorded please listen to it. They did not speak with me about “Tab carryover”. They recommended a plan. They did not mention that I needed to migrate to a certain type of Telus plan in order to carry over a Tab. Poor customer service training and now I’m stuck with a bill for $357!!! I was on the phone with Koodo and Telus for 2 hours today and they said they can only offer me $75 rebate! Please help!

I signed up for the January 1st promotion.60gb for $30/mo ($10 Bill credit for 24 months, 60gb Can/US/Mex for $30 per month when you join Koodo)I didn’t receive the confirmation email with the contract details until Jan 2nd late morning.  Now it states that my bill will be $50 ($40 after autopay), not $30, it doesn’t show the $10 credit for 24 months.  Did i somehow miss this promotion because I didn’t receive the confirmation email until after the promotion was over? My account isn’t fully active yet as I requested a physical SIM card so maybe that is why, but I thought my contract should reflect this promo.  Am I missing something? 

I was incorrectly charged for easy roaming. I have no left Canada. Can you please correct.  Thanks 

I've upgraded my phone. Had to change plans because it didnt have an option to keep my original plan. Open my bill today to fund out that I'm been charged my original plan but also the new plan that I don't want. (Not into internationalcalls or roaming).How do I get the new plan removed and keep the old plan.Tried online but just hate the assistant 

Need to reactivate a cancelled account/number, as Koodo assist rep cancelled quickcan access self service no problem, Koodo assist keeps giving me a message saying “ number doesn’t match account”

I have a temporary number, have not yet ported over my number, and have not yet activated my esim on my phone. I have a referral code from a friend but don’t know where I enter it. All I can find is that I need to do it before ‘activation’, but I’m not sure where I do that and how. Could someone please help me out?