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Billing & Payments

All discussions about Koodo billing and payments.

  • 1,197 Topics
  • 4,640 Replies

1197 Topics

A
Austin DBeginner
asked in Billing & Payments

hotspot while roaming not turning off

I was recently on a trip to Cuba, I had my data on for quite a bit of the trip and used 6.5 gbs of data while I was there, however at one point I turned on my hot spot for a couple hours for somebody but the hotspot wouldn’t work for them so I turned it back off. I noticed a few days later that my hotspot had used a crazy amount of data and the amount it was using kept on piling up even tho it was turned off. By the end of the trip my hotspot says it’s used 86.1 gbs of data which is not true cause I had it on for a couple hours. I only get 50 gbs of data a month so I don’t want to pay for this. Can anybody help resolve my issue?

0
A
just now
C
clublinkMember
posted in Billing & Payments

us roaming

I was turned on accidentally  on apr 12 2024 less than 1 minute  and being charged $12  I think  that is not fair and I want to get reimburse  for this charge.

3
L
1 hour ago
F
francebabyBeginner
asked in Billing & Payments

Payment Error 500 self serve

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work.I am outside the country, cannot call. I am using a Canadian credit card.Please contact PM asap. 

1
Bernard Koodo
5 hours ago
N
NicoleCBeginner
asked in Billing & Payments

Stream+ keeps activating when I don't want it

For the past 5 months, Stream+ keeps activating itself & charging me. I have myself, my husband and both my parents on my account and all four are being charged for Stream+. I have called in 3 times to have them take it off & reimburse me and the keep assuring me it won’t happen again. They keep asking if it’s someone in my family activating it and 100% it is not. The last person I spoke with insisted I change my password (which I did) saying perhaps my account was hacked. I’m at my whit's end with this. It is so difficult to actually get someone on the phone & I’m sick of having to deal with this. Seriously considering switching to another provider if this can’t be solved. Now today, the chat function to schedule a call back is not working so I can’t even deal with it. Has anyone else had this issue?

1
G
16 hours ago
L
Letora_Beginner
asked in Billing & Payments

received a new billing cycle invoice but I canceld my phone plan

Hi,  on April 15 I called with a Koodo representative to cancel my subscription on April 23, because I’m moved back to Belgium. My billing cycle goes from the 22nd of the month we’re in until 21st of the next month. Normally I should only pay for the 22nd of April, but I received a bill for the whole upcoming billing cycle month. I can’t call with a Koodo representative because I don’t have Canadian phone number anymore and I can’t chat with a representative either. Does anyone have an email that I can use or is there something else I can do?  Thank you,Aline

3
O
17 hours ago
N
nikmaBeginner
asked in Billing & Payments

Credits Not Applied Yet

Hi,When i registered for Koodo, i used a link which mentioned - “Thanks for choosing Koodo! Our team is going to review some details and we’ll email you as soon as we’ve applied your first credit. You’ll receive $5 credits for the next 5 months totalling $25 (includes tax).”I have already received 2 bills since then but no credit yet. When will this be processed? Thanks,Nik

1
O
19 hours ago
N
No.1 CustomerBeginner
asked in Billing & Payments

Long Distance Charges

Does anyone know where I can find a list of charges per minute for long distance calls. Just received my bill and the figure is ridiculously high per minute (about $3.70 per minute).

2
O
22 hours ago
S
SburrisBeginner
asked in Billing & Payments

Charge easy roam in canada

My partner was charged for easy roam when we never left the country. We live near the boarder and it must have triggered.Can this be reversed?

4
G
1 day ago
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LizziBordonBeginner
asked in Billing & Payments

Stream + Offer Pricing

I am trying to sign up for the $15 Stream +, which I am eligible for since I’m a Koodo subscriber.  Even thought I’m logged in the price is still showing as $20/month.  How do I ensure I’m receiving the correct prict?

29
Bernard Koodo
1 day ago
H
helppppppppppppppBeginner
asked in Billing & Payments

paid my prepaid account by mistake instead of the postpaid one

I was previously a prepaid customer. I paid $70.28 on I believe december 22 2023 by mistake to the prepaid plan when I should have paid it to the monthly plan. Can I get this money credited to my monthly account? thankyou

2
D
2 days ago
B
bobberOrganizer
asked in Billing & Payments

easy roam

Traveled to US April 7 -12. I received a message from Koodoo Sunday April 7 11:06 am. Welcome to USA. You have a Canada-US plan which allows you to use all the minutes, texts and data included in your current rate plan in the US for no extra fee. Calls to phone numbers outside of Canada and the US are not include.I get home and have $84 extra on my bill. I recall being offered some extras when I signed up and this was my choice so?????

12
Flo Koodo
2 days ago
D
DriverXBeginner
asked in Billing & Payments

Monthly plan

In December 2023 I went from prepaid plans to regular monthly plan. I got a 50 gig at 34 dollars a month, today 4 months later the plan went to 39 dollars a month has anyone else had this experience before is it normal ?

1
Sophia
2 days ago
H
Henry09Beginner
posted in Billing & Payments

how can i get my koodo account number for my sim

I need help on how to get my account number that's associated with my mobile number 

1
Flo Koodo
2 days ago
W
willieoOrganizer
asked in Billing & Payments

Charge for easyroam while in canada

Hi there, I was charged 14 for easy roam while we travelled to osoyoos BC next to the US border. we never entered the US. Please reverse the easy roam charge. thanks very much.

6
W
2 days ago
L
LucasgcConnector
asked in Billing & Payments

500 error on self serve billing payment

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work. 

22
R
2 days ago
S
StreamPlusIssuesOrganizer
asked in Billing & Payments

How to Escalate Stream+ Billing Issue

Can someone please advise on how best to connect with a more senior rep at Koodo or otherwise escalate to address an ongoing Billing issue related to Stream+? I’m stuck in quite a frustrating loop where I’m continuously being billed the incorrect amount for Stream+, but the agents I speak to at Koodo don’t seem to have any ability to even see my Stream+ receipts or billing details. I was then advised to post here, but my thread on the issue has provided no resolution or outreach from Koodo, despite another member noting the same over billing issue.  It seems as though Koodo will gladly bill you for Stream+, but can’t troubleshoot or address issues with the offering at all? That’s entirely unacceptable and very disappointing as I’ve generally found Koodo service to be great in the past. 

6
Flo Koodo
3 days ago
C
Ctbrace1Beginner
asked in Billing & Payments

full refund for koodo internet i couldn't use.

Hello, after multiple tries I could never use my Kudo internet as my devices could not connect to the Wi-Fi router. I paid for 4 months without be able to use Koodo internet. I would like a full refund. It comes to $245.25. one of your employees said yes I would get a full refund then another said no and was very rude. I have his employee #. If we can not get this resolved. I'll have to put a claim in with the ccts.Thanks Chris.

3
D
3 days ago
I
intudesBeginner
asked in Billing & Payments

Charged for easyroam while in Canada

My wife was charged for easy roam when we were not in Canada. The date was Apr. 1, 2024 I believe. We were driving somewhere east of Kingston, ON Could we please get this charge reversed?thanks

4
I
3 days ago
Y
ymhuangBeginner
asked in Billing & Payments

Source to dial voicemail?

My bill include a Easy Roan payment. The details shows it's a out call to voicemail (778-580-4001), but I didn’t make this call since my phone with double SIMs and was set to another local SIM for all call/data/sms. It’s unlikely to make call from my phone. Any chance to identify if it’s the call from my phone in roaming country?

3
Y
3 days ago
H
hpatBeginner
asked in Billing & Payments

US Roa

 I was charged for US roaming on April 20, 2024 while visiting Niagara-on-the-Lake, Ontario. I never crossed over the US border. The automated message from Koodo was sent at 11:32am. I immediately turned off roaming on my phone; however, we never left Canadian soil. How do I proceed to obtain a refund for a false roaming charge?

2
Flo Koodo
4 days ago
B
BusymomruConnector
asked in Billing & Payments

CALLBACK

I am so frustrated and beginning to regret porting over …. So far I have had to wait for 4 callbacks in addition 2 agents have said they would followup …. I have to say once I am speaking with an Agent they have been fantastic BUT it’s getting to someone that is FRUSTRATING …. I USE self serve whenever I can and avoid BOT’s  they aren’t helpful only annoying - when I start a chat I want it be with a person and waiting 3 hours for a callback is ridiculous!!!!I was on with loyalty last weekend and we weren’t finished when call dropped (due to switch/port - I assume) … I was left a voicemail as I could not get service and indication was he would follow up ….nothing!  Next day had to schedule a callback …. it went thru but unfortunately she wasn’t able to see notes on loyalty end - nor was the person online - so she sent him a message to call and she said she would follow up - NOTHING …. got my bill and it is NOT as promised and scheduled another callback … 3 hours later I answered and oth

2
Flo Koodo
4 days ago
M
Martin JanssenBeginner
asked in Billing & Payments

Charged for US roaming while in Canada

Was charged for US roaming on April 2, 2024 after returning from the US by car after crossing the US - Canada border at Lacolle, Quebec just before  5pm that day. Time stamp on billing information shows phone data activity  only after 5.02pm that day after I removed flight mode.  How to proceed to obtain a refund for false roaming charge?

2
Flo Koodo
4 days ago
M
Mario_koodo_phoneBeginner
asked in Billing & Payments

Unable to add any credit card to pre-authorized payment - try 3 differentt ones

I recently tried to change my pre-authorized payment to a new credit card with no luckI’m getting the following error for 3 credit cards I’ve tried to add as pre-authorized payment. All 3 of them work for payment on other services. Address and Name  are  fully matching. “It looks like that didn't work.There's a problem with the credit card information you've provided. Please try again or use a different card.”I tried calling and doing it over the phone with response:“the credit card you entered  is not accepted by Koodo”I then schedule a callback , agent again prompt me to enter the details through automated service and he mentioned it did not work. He gave me a number to call back (855-325-6636) , but it was the same menu as from *611  and tried it again and did not work.. At this point is beyond frustrating.Please advice! 

1
Flo Koodo
4 days ago
C
Chris WaltonBeginner
asked in Billing & Payments

Monthly aut

How do you switch from a prepaid monthly phone to an automatic payment out of a banking account

1
Flo Koodo
5 days ago
S
selfselfselfMember
asked in Billing & Payments

Why did you increase the rate plan without customer consent?

Why did you increase the rate plan without customer consent?  My wife and I signed up for the 3450GB UL Can Min SFD (4G Speed) plan. Why did you change the plan to 3950GB UL Can Min SFD (4G Speed) at $39.00 without customer consent and charge an additional fee? Can I report it for violating the Personal Information Protection Act?koodo changed the our family phone plan without consent and charged a high cost.Is this how the Kudo group is supposed to be? 

3
Darius Koodo
5 days ago

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