Billing & Payments

Last month, I visited the Koodoo/Telus Store to transfer my eSIM to my new iPhone. Unfortunately, after the transfer, the settings must have reverted to the default settings, or I lost access to the two optional add-on settings I had chosen. I left the country at the beginning of March without knowing this and have been charged roaming fees for every day since, even though I haven’t used the phone. The phone was stored in a drawer because it’s not needed until I return. Initially, my prepaid plan options were set to receive texts without incurring roaming fees, but I was instructed not to send or answer calls while I was out of the country. I only discovered the charges today when I received my Koodo bill via email.I kindly request consideration to remove or reduce the excessive roaming charges from my account.

I would like the charge refunded.

I’ve tried to call and the call just keep disconnecting or super long hold. I just want to cancel the internet.

Hello,I have been experiencing issues reaching out to Koodo customer service to cancel my home internet subscription. I have reached out multiple times for an extended period of time for them to not answer my call. I would appreciate it if someone can reach out to me so that I can cancel my subscription immediately. Also I have 2 questions: Will I be refunded for the remaining days left on my billing cycle?  How do I return the hardware equipment provided by you? Thanks for your help

Hello, I’ve been trying to find your customer service number, but no matter how much I search, I can’t seem to locate it. Honestly, it’s frustrating not being able to reach anyone directly. I’d like to clarify my bill, but I can’t find the customer service number. I understand this might be because I’ve already switched to another carrier, but it’s still very inconvenient. Looking at my last bill, I was charged $50.40, and $23.71 was withdrawn from my card through pre-authorization. Could you please explain how this amount was calculated? Previously, when I spoke with a chat agent, I was told that I would receive a $36 credit, so I expected to be charged around $14.

Hi, I need help with a billing issue. I originally took a plan that was around $38.42/month including tax, and I’ve been paying that for months.Recently my bill increased to $44.07 and now $51.98, and my account is showing the plan as $46.00, before tax.I did not request any plan change, and I didn’t get any clear notification about this increase.Can anyone please explain this?

Yo Koodo Reps The Amount of times.ive tried calling For all you to hangs up on me , disrespect right theirYour over pathetic over payment are also just way out there .How many ppl have purchased data 1gb 27$  ???? Restarted phone to activate Phone started ...... Data 100% used up......... WTF ......…try it again.........…Restarted phone.........…100% done are you Freakin Kidding me..… Now I am not paying attention 534$ bill for data I never got to use koodo ppl I would appreciate for all all to out my alotted crap data back on now cuz I ain't gonna sit here no more trying to talk to ppl that just dont exist.…Id also appreciate that 534 $$ bill Retarded back to like 120$ cuz like insane above thats a scam. Fool me 5 times times like WTF again FIX THIS SH♤T.....anywaysi 

I was charged about $40 for roaming while travelling, and I never actually used the phone -- didn’t realized roaming was enabled, and powered it on but quickly turned it off when I realized. Just looked over the bill and saw how high it was.

Took all afternoon get through to AI Koodo Assist to get to a rep. It seems their algorithm was done by a 3rd grader. It needs an upgrade. Cutting corners on Customer Service will cost this company a lot. I tend to move on and I was  with them for over a decade. 🤗. Then they will call and ask us to comeback… ah, NO. 

I’m beyond frustrated at this point and honestly shocked at how difficult it is to complete something as basic as cancelling a home internet subscription.I have been trying for quite some time now to cancel my service, and the experience has been nothing short of exhausting. Every time I call, I’m stuck in an endless cycle of waiting on hold with no resolution. Thinking a callback would solve this? Not at all. I request a callback, receive it… only to be immediately placed back into the same hold queue again. It’s literally a loop with no exit.This feels less like a customer support issue and more like a deliberate barrier to prevent cancellations. There is no reason a paying customer should have to invest this much time and effort just to stop a service.At this point, I expect: A direct and immediate way to cancel without being forced into long hold times A callback system that actually connects to an agent, not back into anothe

Hi, I am new to koodo, And I just got my first bill. I have been charged $9 as data charges. I have 20gb data on my plan. Its says your bill cycle starts from 22nd march so whatever data you used between 16th march(activation date) till 21st march. You have been charged for the data. What does that mean, I subscribed to the plan and I cant use data until my bill cycle starts. I need help with this please.

I recently switched to a different cell phone carrier and I got my last bill from koodo and I’d like to dispute my bill. I’ve tried to use the ai assistant to get a call back from someone but since my number is now with a different carrier the ai bot wont let me sign in as it says my phone number isn’t associated with a koodo account. I can log into my self serve but I can’t get ai to sign me in the chat to get to speak to a real person. What’s the solution?

Hello,I need to dispute roaming charges on my latest bill as I have not travelled anywhere.  This has happened before and it’s frustrating as I have followed the guidelines to have my phone only connect to Koodo service and data roaming off.  thank you. 

I noticed a payment of 0.86 service fee came out of my account. I’m just wondering what thats for,

I just cancelled my Koodo account and it says I have a credit of $29.38. Is this credit sent to me in the form of a cheque and if so what is the waiting period?

Koodo called me in2024 and offered me a monthly plan for $25. I told them I am sick of constantly changing mobile companies. They said this price would NEVER increase, so I switched to Koodo, believing that I would never have to switch companies again.  I just noticed that my monthly price increased to $32 in July 2025. This is contrary to the terms of my plan. Please return me to $25, and refund all the overpayments I have made since July 2025. if this can’t be resolved, I will look for a better plan elsewhere. Thank You.

I have cancelled my Koodo account and I have an overdue bill that I need to make an arrangement for. I have been trying to figure out how to speak with someone but I can't find any way to contact Koodo. I have tried the virtual assistant, and no matter what I try it won't connect me to a rep and I can't schedule a call. I am running out of time to sort this out and I don't know what else to do. 

I swithed monthly cell plans on both phones in my account and signed up for pre authorized payments. My latest monthly bill does not have the discount for pre authorized payments, nor is it sowing on my bill when I look at it online. Why am I not receiving the discount that was advertised on the Koodo sight for the cell plan? 

Hello Koodo Customer Service,My phone number is ********81. Prepare programPreviously, I was on a $35 per month plan. In January, I contacted your support to change my plan to $19 every three months starting February.However, starting February, my account has been charged $19 every month instead of every three months as agreed.I am currently living abroad and cannot receive phone calls. Unfortunately, your AI support is unable to resolve this issue. Therefore, I require assistance via email only. I am not able to call in, and Koodo cannot call me due to my location.Please correct my billing so that it reflects the originally agreed $19 every three months plan starting February, and confirm via email once this has been resolved.Thank you for your prompt assis

I would like a call back.

Why, WHY can’t Koodo send me a monthly bill, email or otherwise?

Hello Koodo team, I am currently outside Canada and I would like to pause/suspend my Koodo account temporarily. I am unable to receive SMS or calls for verification since i am not in the country, so I cannot complete the usual process.I can provide additional verification privately if needed.Thank you very much for your help,E***. K***ed***@***.com  ***edited by moderator - removed personal information

Hi, I am a new user. I have already set up pre authorized payment but one of my three lines did not show $10 auto pay discount on my first bill. Kindly assist.

Hello,I am unable to make payment on my bill because I do not have a Canadian bank account or a Canadian credit card.My phone service is currently suspended, and I have already left Canada and am now residing in South Korea. Because I am no longer living in Canada, I have no way to open a new Canadian bank account at this time.I also attempted to make the payment online, but the transaction could not be completed because my card is an international credit card and is not accepted.Given these circumstances, I do not currently have access to a payment method that is accepted for this account. Please let me know whether there is any alternative way to pay my outstanding balance from outside Canada, or whether another payment arrangement can be made in my situation.I would also appreciate it if you could confirm whether any temporary extension, exception, or other solution may be available while I try to resolve this matter.Thank you.

Hi, I have been charged for changing the rate plan. Please revert it or waive it. thanks