Billing & Payments

I agreed to a pre paid plan for 2 phones and my self serve account apparently is set up for monthly payments. I have provided account information for banking but suspect I will be paying for a plan I didn’t agree to . Both phone numbers appear on the account but my preferred numbers are yet to be ported over. (in process it says.) How can I straighten this out .  

I cancelled my phone plan way back in November which I know for a fact was cancelled as my sim card stopped working. However, I just received and email stating my plan is cancelled but I owe 77.80, stating it’s an overdue balance from December but my phone has been shut off since November, I am not in the country anymore and my sim card has been shut off since November so it is ridiculous to have a charge. I cannot schedule a callback as I’m not in Canada so I need to escalate the issue here.

Hello  I see my latest bill has been charged with easy roaming charges of 16$ which is incorrect.I just landed in US and took of the airplan mode and before I can disable to roaming feature of data the roaming was charged to me. if you see the usage of roaming for not even for a min.please help revert the charge and adjust the billing.RegardsDeepa

I was previously a telus customer and then switched to Koodo , I need copies of billing from last year and cannot get into my telus account. I was told to contact Koodo to get these.

I have been charged 156 CAD on my Koodo account despite using and cancelling it within 30 days. I am not able to connect to Customer care . Koodo assist ask my number to connect and when I give my number it’s says number not correct despite my account mapping to the same number and is KEEPING ME IN A REPEATED LOOP.The bill doesn’t have the line item to tell why I am being FRAUDLENTLY CHARGED.I am planning the escalate this to CCTS Canada, please reach out and resolve ASAP.

I got the Box week offer that was 60GB for $30/Month, when I active the auto pay. I didi activate the auto pay put I didn't get the discount. SO I got the bill like 50-10=40+taxbut the offer said 60GB for $30+taxAlso other think I got bill that chrge me $13+tax for activate the plane for the period Jan 2 To Jan 10, While I received the sim card on Jan 10  

I am on my second full billing cycle of having pre-authed payments go through. The first month I received the $10 discount on each line, but no on Dec 1st bill, the discount isn’t being applied, and I’m being charged full price for the plan.

My bill never changes. But curious as to why I've had $50 extra added to it, this month? We pay enough for phone bills as it is here in Canada!!!!!

My account has been cancelled 2 months ago but the charges still take place. Please refund, thank you

Hello, I have a usage charge of $3.20 under minutes on my most recent bill.  It says it’s for calls to Miami.  These were not completed by me, I have no idea why I am being charged for these.  Can you please look into this?Thanks, Amanda

I just switched plans and was wondering why I haven’t gotten a new bill invoiced to me. I usually get my new bill on the 25th but am wondering if I will be getting it earlier. I need the bill to show my current address to another organisation so wondering when I should expect a new one. 

I have been charged 2month of koodos bill without using any of those services and i havent received any sim yet. when i contacted store they said sim has been lost contact customer support. How do i connect with customer support???

I posted on this forum about eight days ago to ask whether the $10 discount promotion had been applied to my account. A Koodo representative confirmed here that it had been applied.Today I received my first bill (I understand it includes partial charges, prorated amounts, etc.), but I only see the pre-authorized payment discount. I do not see the $10 promotional discount anywhere on the bill. I reviewed every page and there is no line item showing it.This is concerning. I relied on the confirmation I received here, and the bill does not match what was promised. I would appreciate someone reviewing my account and correcting this as soon as possible.Thank you.

My plan offers a $10 credit for auto-pay. Under billing in self serve I see the Bank and Credit Card options. So if I use my credit card will I get the $10 bill credit.

I signed up for the January 1st promotion 60gb for $30/mo ($50 plan - $10 Bill credit for 24 months + $10 credit for preauthorized payments) i have my account already set up for preauthorized bank payments so i got the first $10 discount for that but i received my first bill today and it shows that the plan is $40 not $30, it seems im missing the extra $10 credit for 24 months that i was promised. I double checked my email confirmation as well from the day i placed the order and it shows that i was supposed to get the $10 promotional credit for 24 months as well. Tried reaching out to chat but it was not helpful at all. How do i go about getting the $10 promotional credit applied to this bill as all we the next 23 bills moving forward? 

I signed up for three lines but when I check my bill I only see one $10 credit (showing as an equipment credit).

 I have been having issues with RCS and my account and trying to troubleshoot with using different esims and devices with customer support but I was charged an extra $10 for “equipment exchange”.Thanks in advance to anyone who knows what I can do.

I have days of roaming charged on my latest bill.  I have not left Canada and these charges need to be reversed.

I ordered online for Koodo internet on Dec 27 with an activation date for Jan 10. On Jan 5 I spoke with an agent name 'abdssamid' and I requested to postpone the activation date to Feb 5 due to I'd be out of country. He confirmed it was done successfully and account activation date was changed to Feb 5. I received email today from Koodo stating my account was activated on Jan 10. So I called Koodo again today and spoke with the agent named Juvie. She said, the previous agent created a ticket to postpone my activation date but the back-office never processed it. And she said that it can't be postponed since it's already activated. She also said, it's the system's fault that it didn't process the ticket. Can the back-office fix this? Because I don't want my bill to start before Feb 5 and I would like my 12 months internet discount activated from Feb 5. 

I signed up 30$/60G plan, but the first bill shows only 10$ Pre-Authorized Payments Discount, not contains 10$ 24 months discount, please check it.

I am wondering when and why my monthly fee went from $28 monthly to $40. I have never seen anything saying that there would be a change

I have already paid my phone bill 4 this month and u guys r still saying I owe just over $62 this is not the first time this has happened 2 me. PLEASE GET UR ACT 2GETHER.

The amount on my first bill is wrong

Hello,I signed up for the promotional deal on December 31, 2025. On the contract, it noted that there would be credit of $10 for 24 months. I received my first bill and it does not show the credit. I received the automated bank payment credit, but not the 24 month credit. Can someone look into this for me?

Hi Koodoo community and customer service team,I was a koodoo customer until Dec 24 when I ported out. My bill in Dec was paid through pre authorised payment on dec 8 for period dec22 to Jan 21 for 2 lines at $25 (after pre authorised discount) each/ line.  Now it shows I have a refund due of $14.70. I only used koodoo service for 4 days of billing period and should be refunded from Dec 25- Jan 21. My account does not provide any details of how they arrived at $14.70 . in my view refund should be approx $49 for unused portion of the bill already paid.Koodoo assist and schedule call back is disabled for me through chat as I dont have an active number with koodoo. Koodoo has completely shut me out. I am extremely disappointed as they have wrongfuly charged me by understating refund. Any suggestions on how to get Koodoo customer service to respond in next 2-3 days. if not, I am going to CRTC to get my money back.