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All discussions about Koodo billing and payments.

  • 1,104 Topics
  • 4,115 Replies
1098 Topics
Bryanlb
BryanlbBeginner
posted in Billing & Payments
1 a.m. texts

Can you not adjust your automatic text messages to local time? I get text messages from Koodo at 1 a.m. that are irritating. I realize they are likely sent from some obscure call centre in India but let’s realize where the text is going. It is nice to know that my unused bytes are being rolled over or that my bill is ready but not at 1 a.m.

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canuk54
canuk54Beginner
asked in Billing & Payments
Billing using credit card

How do you talk to a person about an issue. Have my acct on auto billing when cr card expired and no notificion fm koodoo. Months later and then was notified of overdue acct. Paid off immediately and changed card. They hit credit beaureu and was hit with neg 100 points. How do i talk to a koodoo person. Why no notification as I have been a customer for years with no issues ???

584
Georgia Koodo
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ljcynnBeginner
asked in Billing & Payments
Network Change with Existing Number

Hi! I am planning to change from Freedom to Koodo. However, I want to retain my current number. Does Koodo charge you for that? Thanks in advance.

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VijayaBeginner
asked in Billing & Payments
I was charged for Easy Roam, wrongly. How can I have a refund?

I was charge for 2 days of easy roam wrongly. I have a Canada/USA plan, so I didn’t need roaming while in the USA. And I bought a Mexican simcard while in Mexico, so I know I did not use roaming. I noticed that while driving between Tucson AZ and San Diego CA, my phone connected with a Mexican company, but I was in the US.Can I have a refund please?

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Georgia Koodo
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SJHquestionsBeginner
asked in Billing & Payments
Tab Bonus not at 0?

My Phone died, I checked out my profile seeing I was only 1 month away from a $0 Tab and Tab Bonus so I waited to replace. Tab -$20 Tab reduces -$20/moTab Bonus -$38.50Tab Reduction -$38.50/moNow that the month has passed I still have $10 on my Tab and 19.50 on my Tab Bonus ...Why?

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Georgia Koodo
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Ian PurcellBeginner
asked in Billing & Payments
Credit card expiry date change for preauthorized payments

I only changed the expiry date on the credit card I use for preauthorized payments but apparently this change will not take effect until my next billing cycle as if I just signed up for preauthorization. Will I lose the $5 discount if I need to make a manual payment for this cycle.

8910
Georgia Koodo
Dom Dom
Dom DomBeginner
asked in Billing & Payments
refer-a-friend credit did not get pay

I join koodo on Nov 29,2024 and submitted my referral claim on Nov 30,2024. However I never get the $5 credit. I email Koodo to find out why. They told me my request was declined because it was over 30 days claim period. They told me the claim offer date was Nov 19,2023 and my claim was submitted on Nov 30,2024. It does not make sense to me. Koodo agent told me on Nov 29,2024, it had a referral offer for $5 for 5 months. So in 2024 November has referral program. Why Koodo keep saying the claim offer date is Nov 19,2023. I never be a Koodo customer. I am new sign up on Nov 2024. Why I am now eligible for the referral credit. I was back and fore email with Koodo and they only tell me the claim offer date is Nov 19,2023. Declined my claim. Anyone here can help? I really appreciate. Thanks 

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J
JohnsterOrganizer
asked in Billing & Payments
Being charged for Stream+ service I never activated

We left and returned to Koodo last year, and I’ve just discovered that every month we’ve been back we’re being charged for the Stream+ service, but we had no idea we had it and never activated it, how do I get my money back for all those months of service we didn’t authorize?

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Flo Koodo
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DomchiuConnector
asked in Billing & Payments
refer-a-friend credit did not pay

 join koodo on Nov 29,2024 and submitted my referral claim on Nov 30,2024. However I never get the $5 credit. I email Koodo to find out why. They told me my request was declined because it was over 30 days claim period. They told me the claim offer date was Nov 19,2023 and my claim was submitted on Nov 30,2024. It does not make sense to me. Koodo agent told me on Nov 29,2024, it had a referral offer for $5 for 5 months. So in 2024 November has referral program. Why Koodo keep saying the claim offer date is Nov 19,2023. I never be a Koodo customer. I am new sign up on Nov 2024. Why I am now eligible for the referral credit. I was back and fore email with Koodo and they only tell me the claim offer date is Nov 19,2023. Declined my claim. Anyone here can help? I really appreciate. Thanks I repost my question here with my Koodo logon. I received the referral link on Nov 30,2024 one day after I sign up with Koodo on Nov 29,2024. 

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Mayumi
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LakhvinderBeginner
posted in Billing & Payments
Want to extend my seasonal hold offer $15 credits

Hi Team, I am outside of Canada and will be back on 9th April'25. I want to extend the seasonal hold $15 discount till 10th April'25. I reached out to Koodo's team via emails as well but didn't get the reply back. So, I am posting here.In case, this offer is not being extend then I would request to suspend/discount the sim. I am happy with the services that I got from koodo and don't want to discount from the services. I would request team to help with this. It would be great If I can the reply back/start conversation on email. Also, I didn't find any option on self service to suspend my sim/or raise request to discount the connection. Thanks, 

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Flo Koodo
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Mickey507Beginner
asked in Billing & Payments
10000mb of data in 43 min

According to my last bill, my husband used 10007.92mb of data in 43 minutes. I’m going to post a portion of that 43 minutes so you can watch the exact same pattern repeat itself 50 times in 43 minutes. At no point did either of us get any kind of notification that the data was at 50% or 75% or 100%. No permissions were given to keep adding more and more and more data. Never in the years with koodo has my husband gone over on his data. No he did not download anything onto his phone. He doesn’t stream on his phone. He goes on Facebook like once a week maybe. He does not have any other kind of platform on his phone. This has been escalated to a supervisor but nothing has happened. I was told that this was being taken seriously and that I would get a phone call yesterday but that did not happen. No body called me today either. I was given this email address loyaltyresourceteam@telus.com and I’ve emailed to it but have not got any response. This whole situation is stressing me the heck out!

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kaycourtConnector
asked in Billing & Payments
billing

 Why was I charged roaming charges when i purchased  a package US7PASS. I repeated this package twice so I would not be charged roaming charges

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CBeeBeginner
asked in Billing & Payments
Charged Roaming in Montreal

I recently travelled to Montreal from Nova Scotia and was charged roaming fees.  How do I get this reversed?

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C
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RgenieBeginner
asked in Billing & Payments
Cancelled Koodo in Dec but rec'd another email to pay or go to collections! HELP PLEASE

I came back to Koodo for their Black Friday special but returned the phone & sim in Dec. I’ve spent hours on the phone with Koodo CSR from around the world. They told me they would cancel my Dec. bill of $138.03 but it was charged to my cc & PAID. In Feb. the CSR told me it was TOO DIFFICULT to get the charge reversed at Koodo & asked me to get the cc company to reverse the charge, TODAY i received an email notice from Koodo saying they’ve closed my account and the balance outstanding is $138.03 & it will go to collections on April 18.  Another Koodo notice said they would charge an additional $25 NSF fee.Can someone at Koodo billing please contact me and have this issue resolved.Thank you 

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Dinh
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Nicole999Beginner
asked in Billing & Payments
Messaging Charge

Your website makes it impossible to get a real live person, email address or phone number which makes it seem like your customer service is severely lacking.I am seeing a 0.45 cent text messaging charge, when I click on further info I get an error.  As far as I am concerned, I have unlimited Canada and USA texting.

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Flo Koodo
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Aaron1983Beginner
asked in Billing & Payments
need help

I need To a customer representative I do not have a Kudo account And if it is on my credit rating score

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Flo Koodo
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Joseph JohnstonBeginner
asked in Billing & Payments
Contacting a support representative

I almost at my wits end, Koodo assist does not seem to work, and all I want to do is be contact by a support person.  My previous seven tries have only resulted in one actual call being received, the rest of the calls have been through messenger , no ringing of phone only a message with your phone number 866-995-6636+1 which only gets me back to koodo assist  and the merry go round continues.I would really like to get my bill straightened out and would appreciate a call to  **91.My account # is **7

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fishy_sarahBeginner
asked in Billing & Payments
Roaming Charges

Hello, On my last bill, I was charged roaming fees but I live on a border city (Niagara Falls) and didn’t actually visit the USA. How can these fees be reversed, please?Thank you, Sarah

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Flo Koodo
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BrennaQBeginner
asked in Billing & Payments
Roaming Charges

Hi there.  I live close to Buffalo and frequently get roaming charges even though I’m in Canada.  Can I please have the roaming charges from January 22 removed from my most recent invoice?  Thanks! 

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Flo Koodo
O
onebigpeanutBeginner
asked in Billing & Payments
Any way to fix a wrong “amount owed” always displayed?

When I sign into my account to pay my bill, the top number on the screen, for amount owed, has consistently been a negative number for the last several months.I would often pay $100 or any “even amount” at a time, so it wasn’t surprising when the number was negative; it was like that ½ the time, at least. Then I wouldn’t worry about the bill for a few months. Lately, when I sign into my account, the top number says -$10. something, so one month I didn’t pay anything and got charged late fees, and had to pay two months at once (as you can see on my screen shot with previous payments).But the top of the screen STILL says I owe -$10, even though everything else says nothing about a credit. The other part of my bill specifically says “no credit carried forward”… How do I correct this?It’s so misleading to look at the big type at the top, saying I have a credit— and then find out I got charged late fees! UghI purposely haven’t paid extra to get this sorted out, but nothing is correcting it.

342
Georgia Koodo
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flakesnowOrganizer
asked in Billing & Payments
stream+ cancelation failed

I've felt suffocated by koodo stream+ for about half of year and I finally got full refunds last month. But the thing is, I did stop payment by myself with the bank, of course, I also got the stop payment fee from koodo, but it didn't work.Every day of 17th, there is an withdrawal from Koodo stream + and it's $21.The manager whom I called last month told me to contact if it doesn't work. I tried to send back the message but it's blocked to reply.Koodo team, please send me the message with this.

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Flo Koodo
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ConcernedBeginner
asked in Billing & Payments
Change Credit Card Page Broken

When I go to change credit card info with the following page route: https://www.koodomobile.com/my-account/payments/preauthorized/credit/account/the page fields are disabled and shrunk. I’ve tried changing browsers and using incognito mode, I’ve also tried changing the text box elements in the page inspector to make the fields visible, but I can’t type in them despite increasing their size. This likely needs to be addressed by the web dev team, it’s a pretty glaring and inconvenient issue.

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LittleOzzOrganizer
asked in Billing & Payments
Stream+ Billing E-mail to Update Credit Card

I received two E-mails this morning saying my credit card needed to be updated to charge both my Stream+ and Apple Subscriptions. The credit card was correct, and since logging in I noticed my Apple Subscription has been charged, but Stream+ has not. Why would I receive E-mails for both subscriptions stating they couldn't charge my card? They obviously had the correct information, as one subscription has since been charged (Apple), but now why the delay on the other? This is my first billing month since signing up last month, and I did update my card roughly 20 days ago, as my original card was compromised right after signing up. 

11511
Flo Koodo
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lbaldwinBeginner
asked in Billing & Payments
Please reverse Easy Roam Charges

Hi there, I was charged an easy roam fee (feb 13th), but I never left Canada. I also did not send any texts during this time. Please reverse these charges. Please also fix your system so that it does not keep doing this. This is the second time in two months that I’ve had to request charge reversals and I’ve never left the country. My understanding is that if I want to avoid this charge, I have to put my phone in Airplane mode. I don’t want to do that - I want to have my phone remain useful to me while I am in my home country. There must be another way...please let me know what it is.  Thank you.

334
Flo Koodo
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benmclBeginner
asked in Billing & Payments
K Retail EPP 30% cancelled

Why was my K Retail EPP 30% cancelled after 20 months. It should have been 24 months until renewal.

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