Billing & Payments

Service was disconnected, couldn’t make any calls but could still text and use Facebook messenger calling. Not connected to the internet. Bill has been paid, when will service be restored?

I was charged for 5 days of roaming while traveling to the UK but didn’t use my phone while I was away. How can I get these charges reversed and how can I ensure it doesn’t happen again?

Charged roaming fees for Feb 7,2026 and Feb 21,2026 but I did not leave the country

Once again, I’m asking for roaming charges to be removed from our bill.  The last 2 months I believe there have been roaming charges and we haven’t even left the country.  Please remove these extra charges.

pre-authorized payments have neen taken off my account for the last 3 or 4 months now. I checked my cards to make sure they weren't anymore good. I've tried 4 cards from different institutions and accounts. Anyone help please. reply here or email me at d***@***.com. thank you   ***edited by moderator → removed personal information

paid two Koodo bills twice, I spoke with my bank who told me to talk to Koodo. Today, Sunday, I spent an hour and a half on the phone to resolve the issue, and what they promised was to send a check in 4 to 6 weeks. I am a retiree who lives on my pension; any institution in this country would return an overcharge immediately. 

I have moved out my number to another carrier last December, From self service looks I have enrolled no service, but I still received monthly bill until now, so I will be charged 65.54 and then Koodo will credit it back. Anyone can help to stop this?

I’m currently getting the $10 discount with Preauthorized payments from my banks account. If I change it to my credit card will I loose the discount? 

Hello:I have a roaming charge on my bill.  May I please have this reversed.

i switched from rogers to koodo about 3 years ago after I moved to a fairly remote location on the bruce penninsula. The rogers service was untenable on my iphone and my wife had better (though still real spotty )  results on koodo with her android phone. Unfortunately in the first few months it was apparent my new koodo service was rife with lost calls no signal ect . As a result I was forced to purchase and install a cell repeater and mini tower at my expence to get reliable reception. Around the same time I noted koodo charged the monthly bill to my credit card . I contacted them and let them know the card info was given to be used  as a deposit only and I never agreed to it being used for the monthly charges. Around the same timeline I stopped getting bills from koodo but continued paying the monthly fee. around 6 mos ago I noted a rapid uptick in telemarketing as well as scam calls..i ve had the same number for at least 15 years and never had this problem. Getting totally fed u

I had much difficulty signing up for streaming services and now I'm getting double billed. I need someone from Koodo to fix this please. 

Hello. I recently got a new phone and a new plan. I was told I’d get $10 off my monthly bill if I signed up for pre-authorized payments throughfrom bank account. I did that. My next bill DOES NOT include the $10 discount. How do I get this discount? Thank you.

My Husband was on my Koodo Account. We went to pay off his tab and for some reason it is not charging us cancellation and debt cancellation resulting in a $900 dollar charge. All we were trying to do was pay off his phone. Now it has cancelled the phone plan completely and is now charging us the tab debt and the bonus tab debt. I am not paying that. What do I do? 

 Hi there! I connected your Koodo Rep yesterday and one nice guy whose name is Antonio said he could offer me a one-time courtesy credit of $25 to my account . I told him that I want to have a discussion with your callback service because one guy whom I talked to on the phone said he had already erased the extra charge… but later on I still found it’s there and never gone.  And now I decide to accept his offer. Hopefully it’s still available! Because I’m fairly new to Canada and I didn’t pay attention to my balance of the debit card which I set up for the automatic payment failed. Unfortunately the bank withdrew certain amount from my account and the bill was failed to pay fully.I didn’t know that I was charged for NSF fee for $50 until I received the message from your company. I hope that you could try to help me to avoid the charge and help me to get the amount refunded or please just keep the promise to give me the one-time courtesy credit of $25 to my account. Thank you f

i been trying to cancel my internet service but unable to get through online or over the phone. keep going to hold music and no one answering the call. waiting on call for last 2 hrs.. callback option also going to hold without anyone answering… 

Hi, Does anyone know the fraud team customer service email? I am a fraud victim and would like to contact them. Thanks in advance

I want to cancel the KOODO  home internet. I tried to call them several times, nobody answered the call. And I spent more than 30 minutes on hold every time I called. I also tried “schedule a callback” , then an agent transferred me to the cancellation department, still didn’t get someone answered the call. Horrible experience! 

Hi Koodo team,I checked my bill to pay for last month, but it said I changed my plan. I did NOT change my plan and instead of paying the regular 43$ as I have been for the past few years, I now have 50$ to pay for the exact same plan! I did not authorize those changes and I would like some answers before I pay for last month's bill.Thank you,Justine

I have cancelled my Koodo account and I have an overdue bill that I need to make an arrangement for. I have been trying to figure out how to speak with someone but I can't find any way to contact Koodo. I have tried the virtual assistant, and no matter what I try it won't connect me to a rep and I can't schedule a call. I am running out of time to sort this out and I don't know what else to do. 

I recently ordered Internet service at a rate of $40 for 12 months.The internet service has not started yet.The next day I got an email offer for $40 for 24 months.  Is there any way to have this rate apply to my new internet service for 24 months instead of the 12 I initially signed up for?

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. 

Hi,My phone bill is issued incorrectly, I paid January's Bill a few days late (in 2th March) for 49.65 $, but now I got the sum of both bills for January & February for 99.34 $ 😐 !!!What’s the problem ?

Hello,We are currently traveling outside of Canada. My spouse purchased a package with an eSIM, but we noticed in the Koodo details section that data is still being used. There don't seem to be any charges in the cost section, but it seems strange to us to see data being used at no cost while we are outside the country. Can we find out if there are any roaming charges? Will we only find out when we receive our next bill? If I quickly estimate, we would have $3,000 in roaming charges... 

Hello. i switched to Telus and am on the Global plan but have been charged by Koodo for using my phone in the US. I disagree with the $32 charge as I am on a Telus plan now. Why am I still getting billed from Koodo? 

I recently received my bill for $489, which includes significant charges for international calls. Two months ago, I changed my plan at the CODU office based on the information provided by your staff, who told me that this plan included international calls. I was not made aware of any limits or additional charges, and I was not clearly informed about how these calls would be billed.Due to this lack of communication and the insufficient explanation regarding my plan, I have lost confidence in your service and have decided to terminate my contract with. I request a full review of these charges and a correction of any errors