Billing & Payments

I have been a customer with your mobility services for close to a decade, and I recently had a disappointing experience that I would like clarified and resolved.I was sold a tablet on a 2‑year contract at 15 CAD per month. Unfortunately, I lost the tablet while abroad, and I immediately contacted customer service to block the number. I was informed that because I still had a remaining device balance, I would continue to be charged 15 CAD per month until the 24‑month term was completed, after which the charges would stop.I completed the full 24 months of payments. However, I was surprised to see that I was still charged 15 CAD even after the contract period had ended. When I contacted customer service, I was refunded two months of charges. During the same call, I was offered a change to my mobility plan, which I accepted. At no point do I recall being informed about any plan‑change rate charges.I have now noticed an additional 15 CAD charge on my bill. I was verb

Koodo schedule a call back no longer a thing? The customer service absolutely sucks now. Also know Koodo will scam you $50 if you connect your bank without telling you.

I recently changed my auto payments to debit.  I accidentally emptied the account from which the money was withdrawn from.  And of course the withdrawal bounced and my bank charged an NSF fee.  My credit card company cancelled the payment.  I wanted to pay the charge plus any charges that Koodo will charge because of payment that didn't go through.How long will I have to wait to get ahold of Koodo?  I can't pay online as it is still showing as paid.  I'd prefer to get it paid up asap. Also, how do you go about calling as I can't find a number or easy way to?

 I have been a Koodo customer for approximately 10 years and have generally been satisfied with the service, which is why this situation was especially disappointing. Before transferring my number to another provider, I checked my Koodo account specifically to confirm whether I had any remaining balance owing on my Tab. The account page displayed “Remaining Tab Balance: $NaN” and only showed a negative Tab Bonus amount. There was no clear dollar amount shown as payable, nor any warning indicating that a charge would be applied if I transferred my service. Based on this information, I believed I had no outstanding balance. To be thorough, I also had my sales manager at Best Buy review the account details with me. Based on the same information shown — including the absence of a clear remaining tab balance — I was advised that it appeared I was in the clear to transfer. Relying on the information provided by Koodo’s system and a third-party retail professional, I p

My son and I were travelling along 0 Avenue in Surrey and my son was charged roaming fee, even though we did not cross the border. We just received our bill with $16,How do I get that removed… Nick

On my Nov 7, 2025 bill I was charged for roaming in the states while out at a local park on the water. the charge was issued on October 18, 2025 mid afternoon.I live in Windsor Ontario which is a border town to the USA. There (USA) towers are often stronger then ours here in Canada but there was no need for roaming and I never left my city let alone country.  I would just like a credit towards my future bill. Thank you.Account # **52

I just got an email from koodo today that my stream+ cc payment was declined.   Upon checking with my cc, it shows that koodo charged then initiated a reversal at the same time.    Card is valid until 2027 and has been working fine for a year already.i re-entered the same card number, now i have double charges for the same bill 

I signed up for a Mexico Travel Pass $60 7days. I received a confirmation email from Koodo for this plan. However I have also received a text from Koodo informing me I will be charged for $18 a day Easy Roam when I arrived in Mexico. Has anyone else had this problem? How do I make sure I am not over charged.

Do you provide a detailed receipt when I pay my monthly phone bill online? Something that shows the MERCHANT receipt number/transaction number (in addition to my account number), amount, paid, date, method of payment. Similar to when you make a purchase in a store an you receive an itemized receipt from the merchant.The emailed receipts that show no information other than the amount paid, are insufficient for our needs, and we will potentially need to switch providers. The account history section doesn’t offer a merchant transaction number, is there anywhere else we should be looking? 

My account shows that my auto-monthly payment that was set-up 2 jan 2026 was taken on 23 Jan.  However when I check my bank statement, nothing is showing up and bank manager states they do not see the 23 jan payment.  Confused? 

We were charged roaming fees yesterday. We did not leave Canada but we do live close to the border in osoyoos. Please remove them asap. 

promotion bill with no $10 discount Account#**09 I received my first and second bill. but I don’t  see the pre-authorized payment discount. I do not see the $10 promotional discount anywhere on the bill. Please help me out.Thank you.

I would  like to cancel Koodo Internet asap. Please send me details for cancelation. I have been keep waiting for long time at call in vail.

I do not live in Canada anymore and no longer physically posses the phone or sim I was using with koodo. Despite my best efforts to contact koodo to cancel my unused service they made it impossible with no support email and requiring that I call _from_ the sim that I wanted to cancel not my new foreign number.Now that my old credit card is expired they sent me an email letting me know my bill will be sent to collections. The two options are pay immediately or contact support. If I pay they will unfortunately reinstate my number and start charging me again. I have already payed half as much as the bill in international calling fees waiting on hold with koodo just to be hung up on. I would pay it out of principle if they left my account closed. the contact support link links to an error page which redirects me to the home page because of course it does, I’m convinced no humans work at koodo. Can someone who works at koodo please contact me so I can pay my outstanding fee while

Hi Could you please take the $18 roaming charge off of our phones. We went to Mexico for 12 days and we all turned airplane mode on. It says my son made a 1 min phone call that was charged $18. He said he didnt call anyone, so maybe it was a pocket dial, but he said airplane mode was never turned off. Thank you for your time I appreciate it. Here is a picture 

Hello, on Dec 24,2025 I was charged a Easy Roam fee and I was not in the USA. On Dec 24,2025 I was skiing at Mount Baldy outside of Oliver BC Canada. This location is well within the boarders of Canada and within BC. please check your records and remove the charge.thanks

Hello, I activated a new plan with Koodo on January 1st, and the representative I spoke with told me it would be $40/month. I just received my SIM card today (Jan 7), inserted it, and logged into my account — it’s showing $50/month.I’ve tried reaching out to support via phone and chat, but I haven’t been given an option to speak to a representative or schedule a callback.Can a billing specialist please review my account and adjust it, or does anyone know how I can resolve this? 

Why am I being billed out of Edmonton, AB, when I have always been in ON and have a Toronto area code?  The taxes I’m paying would be higher in ON, as it’s HST @ 13%.  Are my taxes going in to ON or back to AB? Just hoping there can be some clarity.  I’ve never been to Edmonton and I was visiting cousins in Calgary before cell phones existed.Any help to understand, is appreciated. 

I need to speak to a representative for a past due account, I paid it last year but it’s still showing unpaid on my credit, how do I contact someone

Hello,I recently received a refund cheque from Koodo, but I have already left Canada and no longer have access to the physical cheque. I only received an image of it, which I understand cannot be deposited.Could you please cancel the cheque and reissue the refund through another method, such as:- Electronic Funds Transfer (EFT), or  - Refund to my original payment method, or  - Reissuing the cheque to an overseas address if possible.Please let me know what information you need from me to proceed.Thank you for your help.Best regards,  Hyein Kim

I want a call back please. and I need a phone on my plan. Also since you people have no idea when u bill on auto pay i want my bill emailed to me and i will pay it manually Regards Walter WebbP.S. I was told when i signed up with Koodo that they would get my public mobile account fee reimbursed. Seems to be a lot of false information being said. please email a number where i can reach you 

If Auto Pay is already set up and $10 is not discounted, is it wrong?  

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??

Hi there, according to the salesperson, there is another $10 missing from my account. I have been trying to talk to a representative, but it kept saying there is some network down issue. Could someone please help me with this issue?  

I was charged incorrectly for roaming charges while my roaming was turned off and double charged on another day.