Billing & Payments

 Hello everyone, I was about to activate a new account with a prepaid card I physicaly have at home and wanted the 365 days plan. From what I understood, it was a single 160$ payment for the whole year, with a max of 40Go usable. When trying to pay, the website states thats there’s “Monthly recuring payment” of 190$. I figured this is a mistake on the site but I wanted to get a confirmation before being charged 190$ per month instead of per year.  Thanks   

Hello, I got my new bill via email a few days ago. And now I’m having the opportunity to look through it, and I see I have an overdue balance and a late fee! I go back in my emails, and I find I wasn’t sent an email with my bill for last cycle. I’m newer to Koodo (March of this year), and I’ve gotten my email reminder every single time except this once. I know it’s my responsibility to pay for services, and I gladly do so, but I use the emails as my reminder to do so! I acknowledge that setting up pre-authorization would fix this, but I do not like doing that for any services.Has anyone else experienced this? They were able to send me a promotional email in last billing cycle, but didn’t bother with my bill.

I have a roaming charge on my bill for Sept 26. Did not leave the country. Was by lake erie on Canada side. Put phone on airplane and still was charged. Please remove-Patrick Buckley 

1--I’ve been double charged for Koodo Stream Plus 42.94$ per month on my credit card--which ended in August 2026 (but paying this since Aug 2024--cost did increase)---this includes Disney+, Netflix, Prime etc.2--I’ve been paying for Koodo Stream plus 16.94$ per month on my credid card--which ended in August 2026 ( but paying this since Aug 2024 - cost increased) --this was for Apple TV.3--And ON TOP OF THE ABOVE also paying 39$/month on my KOODO bill for Stream+ $39.00 (Apple TV+, Netflix Premium, discovery+ ) since August 2024.*I want to be reimbursed for the extra that I was paying for no reason.**There was no reason for paying Koodo Stream plus 42.94$ on my credit card AND 39$ on my Koodo Bill!!!!I appreciate your reply!

I was charged $9,000 on my TD account even though I don't have an account with Koodo.

Dear Koodo Customer Service Team,I am writing to request the cancellation of my Koodo Mobile service because I have permanently returned to the Philippines and will no longer be using my Canadian mobile service.As I am now outside Canada, I would appreciate your assistance in cancelling my account remotely, effective as soon as possible, to prevent further monthly service charges.Please also provide the following information:Confirmation that my mobile service and account have been cancelled. My final bill and any outstanding balance or cancellation fees. Instructions on how I can settle any remaining balance from the Philippines. Written confirmation that no further recurring service charges will be applied after cancellation.My account details are provided below for verification:Full name: K***e N***n Koodo mobile number: 36* *** ***9 Email registered to my account: k***@gmail.com Requested cancellation date: As soon as possibleI am currently residing in the Philippines and cannot at

I have Koodo Mobile, Internet, and Streaming services.  How do I get all these services on monthly one bill, and one full monthly payment.  As of right now, I'm paying for everything on separate days of the month.

Wondering if I can get help with this. I ended up moving  and forgot my account was set to autopay and they took the money out then charged me $80. I explained my situation and they said they would forgive this since it was one time and use the $80 as a credit towards future bills. This just happened and it says I owe 39 right now. My bill is only $16 so an $80 credit should last more than a month. 

I’m on auto-payments. My bill this month was initially declined due to insufficient funds in my bank account. I added funds in my account right after I received the notice (like one day after) and it showed on my bank account that the bill had been paid. But it didn’t show on my self serve page.  Will this trigger a NSF fee still? Can anyone please help me review it? Thank you. 

I'm absolutely serious and deeply disappointed with this bill, this is outrageous, it's ridiculous and frankly insulting, to be charged this much with nor warning and no explanations, I have not changed my plane nor my usage, so there is no justification for this amount. I have been a loyal customer and this is how you treat me, it shows a total lack of respect for your customer, I want a full breakdown of every single charge and I want an explanation of why this happened right now. If this isn't fixed today, I will no longer be a customer of yours. Having said that, your customer service couldn't be any worse, for a company this size, fixing a bad customer service should be a child's play for you but apparently, it's above your pay grade. 

I just set up preauthorized payments for my mobile phone lines from my bank account. When does the payment come out, on the due date? How does it work? There’s no information once I've entered all my information just confirmed it is set up.  

Hello, my daughter’s phone has roaming charges for $16.00. This was while we were traveling to Sooke together. As soon as the notice came up that roaming charges could apply she put it on airplane mode and still charges were applied. We have not been to the USA.  Could we please have those charges overturned? Also, this happens almost every bill as she lives in Victoria and she has turned off roaming capability. She will not be traveling to the USA...how can we disable this?  Thanks.  

Hi, My previous balance was 108$ and I did pay it last day,now I got new bill and the total was 165.22 $ !!!!What is the problem exactly ? 

Hi Koodo,I wasn’t expecting Koodo to charge my bank on 16th because bill was displaying 23rd as due date. Koodo’s automated system tried to charge my bank when I didn’t have anything there. I paid the bill on the 19th but Koodo is now trying to charge me $80 for NSF during the next billing cycle.This is a terrible experience. I think it’s not fair to pay $80 because it was Koodo that didn’t inform me about the actual scheduled payment date. Please waive the $80. Thanks,

Every time I opened my public mobile app it asked me if I wanted to switch to koodo. There was an offer (regular 50 dollars) 40 dollars for 150 gb of data per month. But when I signed up suddenly it was 50 bucks. How do I get the 40 dollar deal that was promised? Thanks. 

I have a plan that is 40$+tax /month and for some reason I just got changed 66$+tax what is that about?? I have 150gb of data and no chance in heck I went through it as well as calling and text included. Kinda shady

Hey I have a question what will happen if a pre-authorized payment has come out of the pre-authorized account but there isn’t any account does have sufficient funds. My bill shows it’s been paid but my preauthorized payment but there wasn’t any funds in there. I’m trying to pay my bill manually but it won’t let me. Look forward to hearing a response on this inquiry.    Thank you 

Hello, my name is Sally Oh, and I would like to inquire about my cancelled plan and the charges on my account.I was in Canada as an international student from January 2024 to July 2026. I moved back to South Korea, my home country, in July 2026, and I cancelled my Koodo plan when I moved back.However, I recently received an email stating that I need to pay a total of $134.89 for charges from July, August, and September.I understand that I need to pay for the Koodo service I used until July 11, 2026, and I am willing to pay for that period. However, I do not believe I should be charged for August, September, or the remaining days of July after I cancelled my plan. I can provide proof that I moved back to South Korea in July 2026 if necessary.Could you please review my account and clarify these charges? I would appreciate it if you could remove any charges that were incurred after my plan was cancelled. My phone number is 672-963-0731.Thank you very much for your assistance. I hope you h

Hi all! I recently added Stream+ to my services, but I cannot activate Amazon Prime. I have already reviewed the troubleshooting and contacted Amazon; however, the issue is that my Prime account was already being billed through Koodo so it is not an Amazon issue to resolve. Amazon told me I needed to connect with Koodo to fix this activation issue. I am not having any luck in reaching someone from TELUS either. How can I get this resolved so Im not being double billed? 

I contacted Koodo Care to ask whether my plan included US roaming. The agent said it didn’t and offered to add it. I agreed, but she changed my Long Distance Calling perk to US Roaming without telling me that my existing perk would be removed.As a result, I was charged $51 for long-distance calls that I normally make every month under my included perk. I also cannot add the Long Distance perk back myself.Please review this interaction, restore my Long Distance perk, and refund the $51 charge, as I was never informed that changing to US Roaming would remove my existing perk.

Bonjour,  J'ai résilié ma ligne et réglé ma dernière facture. Je suis à présent en attente du remboursement. Combien de temps cela prendra s'il vous plaît? Merci 

I had a 7 Day USA Pass from the previous month that I used in the States and I couldn’t add another one for same-trip within 30 days so I thought I was covered. Now I check my bill and I am charged additional amounts for these few days...what the heck??

I have an auto pay set up on my Koodo account.Koodo tried to charge my bank through auto pay on the September 17th but it failed. I made a manual payment on September 19th through Koodo side. But Koodo charged my bank again on the September 21st. I asked for Koodo to either refund one of the charges or apply $45 credit but they’re not responding. What should I do? so I paid an additional $45 but I don’t see the credit of $45 on my account.

Just received my bill and was charged an extra $12.00 for minutes on an unlimited plan. Anyone else experience this?

HiJust received my second billing since signing up for autopay. Discount was applied to my bill for signing up but it seems like the autopay has not been activated as I am being asked to pay the bill amount. Is this normal? Last month I asked and you guys said to give it one cycle. I did that but here we are. Thanks