Billing & Payments

Subject: Complaint and Refund Request – Overcharged invoiceTo: Koodo Customer ServiceAccount Number: ********Dear Koodo,I am writing to express my dissatisfaction with your service and request immediate action on the following issues.Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges t

I was given the Sim card on 12th January by Alberta Health Services. There was special arrangements with Alberta health services and Koodo network provider that we are using the Sim card for a month free of Charge. I called customer service on 2nd February to activate the sim card. He told me because I was given free one month which will end on 11 February, my billing period will start on 11th February then I said okay. When the billing came I see partial charges on it. Please review and clear that charges. Secondly, when I inserted the sim and called someone, it came as British Columbia. I even asked the Customer service personnel who attended to me why that and if it can be changed but he said no meanwhile I was in Alberta. No one told me that will attract extra charges. when the bill came, I see charges related to that. I don't want to use British Columbia Sim card will in Alberta and be charging that extra fees. I'm waiting to see these charges cleared before I mak

New customer and the 2 lines ported in got billed $25 prestige number billing so both lines are $25 a month more than the contract rate Can't find anything on what that billing is 

Hi:I just got my February bill and to my shock the price has been bumped up by $7 with no prior notification in my previous bill or by email. In the Self Serve it’s indicating that “Your bill's higher this month because you changed your plan.” - NO I DID NOT, so stop stating incorrectly Koodo.I have tried to schedule a callback and of course it keeps looping and looping and does not allow me to do so. What options do I have to speak to an agent and get my plan back to $20? When I had signed up it was confirmed to me that this is a permanent price and will never go up.Thanks.

I am no longer a customer. My login does not work anymore (been 4 years). I accidentally paid money to Koodo and I need to reverse the charges. My number is **********.  My email is *****@ outlook.comNote- I cannot login to anything OTHER than this self- serve community. Please help!

My mom was using Koodo but she left the country, now I want to suspend the service but I am unable to do so. I have been paying almost 40 dollars per month, even though I am not using the phone number. How do I suspend it?

Hello. I live next to the U.S. boarder in Canada, and was charged roaming fees. Could I get my money back.

I got an email that my Stream+ promotion ($10/month for 3 months) would be extended 3 months till the end of April. It would have ended this month. Today I got charged full price ($23), and when I called Koodo the agent basically said they have no control over the price so either pay full price or cancel. So I told them to cancel, but then I found this forum and see others with similar problems. Now I'm seeing if someone is able to be more helpful here since I would still like to take Koodo up on the promotional offer I received.

I set up bank payments to save my mom money each month. I put all banking details in as asked and there is always money in the account but I got emails that the payment was declined and I would have $50 nsf charge. I’m not sure how to proceed. 

Hello! This is urgent and I need it resolved ASAP. You guys need to drop the outstanding balance due to the fact that one of your salesmen did a horrible job on explain to me how Koodo works. It was a friend of mine who worked with of for you guys. He gave me run down but he never told me that it would be auto top up. I am with chatr and they allow me to pay whenever I want. I asked if it was the same for Koodo and I was told yes. So now because I didn’t pay I now have an outstanding balance. Due to your salesmen doing a bad job. Please resolve this because I should not have a outstanding balance.  Please send me a business number I can contact you at!

I saw that Koodo increased my monthly bill for the mobile plan from $29 to $36. I transferred my number to another operator with lower price and cancelled the plan with Koodo.Do I need to pay the current bill and I will be refunded since the current bills has been issued for February-March?

I made a query about my WiFi and I was sent a new router and modem which I set up and it’s still not connected.Its 2 weeks now and I have made several attempts to reach a representative but nothing..I am paying for services am not using…This is so bad and frustrating..I call everyday since last Tuesday when I got the new modem and I can’t reach anyone..Please I want to cancel everything and it’s still directing me to call..What is going on?.

I did not leave Canada please remove roaming charge from my bill

I’ve been charged for roaming on February 8 and January 17 both of which I was not traveling in the United States and just live relatively close to a border. I would like these corrected.

Hello, you have charged me roaming. I have not been roaming, please fix this.

I was worn fully charged $32 in roaming fees on my last bill just driving on the main highway near Christina lake BC. I would like the charges reversed please.

Hi I'm trying to set up my bank account for preauthorise payment so I can receive my discount.but when I do a search my bank is not listed(Libro credit union)so I tried to enter manually and it won't go through. I have the void cheque so I know I did everything right. I tried the assist but they're useless and sent me in circles could someone here please help

I had a prepaid service but you guys are charging me every month for the press month you are charging me $67 and I’m telling you guys to cancel my service but you’re still charging

I recently accepted a WINBACK offer to come back to Koodo.   I never received the SIM cards in the mail, so I had to go to a store to buy the SIM cards.   How can I get reimbursed for these SIM cards I never should have had to purchase?   Customer service tells me to email a receipt to Koodo, but no idea to who?

My monthly service fee went up by $7, the explanation was I change my plan which I didn’t.Please help me fix this.There is no way to talk to someone?

Unfortunately it looks like I am in the same boat as other users on here.I’ve been trying to reach customer support to cancel my internet, but to no avail.The activation came in about two weeks later than originally discussed. The modem also only uses a coaxial cable, which I don’t have set up in my house, so I am not able to use the service. At this point I’d like to cancel the service before the 30 day refund runs out. It was a decent deal, but doesn’t look like it’s possible for me at this point. Thanks

Hi,  this month, my mobile service fee is up. I am on a contract period and should the fee be fixed?

Hi,I am a former Koodo customer who used Koodo prepaid plan and ported/cancelled to different plans.It was my understanding at that time that my account was prepaid for the full month and would have been refunded for the portion not being used. That being said, the online self serve account was also deactivated so I couldn’t check any account history/detail upon the port/cancellation.  Recently, I found out that Koodo sent a $28 charge to the collections and the delinquent account has been accruing interest of 41% since then.  I would like to know more details on the $28 fee and dispute the charge with Koodos since MetCredit cannot do anything other than providing settlement offer or payment option in full. Disputes have to go through Koodos according to the MetCredit agent. I look forward to hearing back from you.Koodo Acct #: *******1 & MetCredit #:********6 Luke K.

I cancelled my service but I’m still getting billed, including a late fee charge despite not using any service. I cancelled my service and my phone number no longer works before the next billing cycle begins. I’m out of the country so callback is not an option. Koodo won’t connect me to a rep without a phone number matching my account. How am I supposed to get in touch in this situation?

Would be great if you can print off pdf of 12 months of payment history for tax reporting purposes.