Billing & Payments

Do you provide a detailed receipt when I pay my monthly phone bill online? Something that shows the MERCHANT receipt number/transaction number (in addition to my account number), amount, paid, date, method of payment. Similar to when you make a purchase in a store an you receive an itemized receipt from the merchant.The emailed receipts that show no information other than the amount paid, are insufficient for our needs, and we will potentially need to switch providers. The account history section doesn’t offer a merchant transaction number, is there anywhere else we should be looking? 

I would  like to cancel Koodo Internet asap. Please send me details for cancelation. I have been keep waiting for long time at call in vail.

I do not live in Canada anymore and no longer physically posses the phone or sim I was using with koodo. Despite my best efforts to contact koodo to cancel my unused service they made it impossible with no support email and requiring that I call _from_ the sim that I wanted to cancel not my new foreign number.Now that my old credit card is expired they sent me an email letting me know my bill will be sent to collections. The two options are pay immediately or contact support. If I pay they will unfortunately reinstate my number and start charging me again. I have already payed half as much as the bill in international calling fees waiting on hold with koodo just to be hung up on. I would pay it out of principle if they left my account closed. the contact support link links to an error page which redirects me to the home page because of course it does, I’m convinced no humans work at koodo. Can someone who works at koodo please contact me so I can pay my outstanding fee while

Hi Could you please take the $18 roaming charge off of our phones. We went to Mexico for 12 days and we all turned airplane mode on. It says my son made a 1 min phone call that was charged $18. He said he didnt call anyone, so maybe it was a pocket dial, but he said airplane mode was never turned off. Thank you for your time I appreciate it. Here is a picture 

Hello, on Dec 24,2025 I was charged a Easy Roam fee and I was not in the USA. On Dec 24,2025 I was skiing at Mount Baldy outside of Oliver BC Canada. This location is well within the boarders of Canada and within BC. please check your records and remove the charge.thanks

Hello, I activated a new plan with Koodo on January 1st, and the representative I spoke with told me it would be $40/month. I just received my SIM card today (Jan 7), inserted it, and logged into my account — it’s showing $50/month.I’ve tried reaching out to support via phone and chat, but I haven’t been given an option to speak to a representative or schedule a callback.Can a billing specialist please review my account and adjust it, or does anyone know how I can resolve this? 

Why am I being billed out of Edmonton, AB, when I have always been in ON and have a Toronto area code?  The taxes I’m paying would be higher in ON, as it’s HST @ 13%.  Are my taxes going in to ON or back to AB? Just hoping there can be some clarity.  I’ve never been to Edmonton and I was visiting cousins in Calgary before cell phones existed.Any help to understand, is appreciated. 

I need to speak to a representative for a past due account, I paid it last year but it’s still showing unpaid on my credit, how do I contact someone

Hello,I recently received a refund cheque from Koodo, but I have already left Canada and no longer have access to the physical cheque. I only received an image of it, which I understand cannot be deposited.Could you please cancel the cheque and reissue the refund through another method, such as:- Electronic Funds Transfer (EFT), or  - Refund to my original payment method, or  - Reissuing the cheque to an overseas address if possible.Please let me know what information you need from me to proceed.Thank you for your help.Best regards,  Hyein Kim

I want a call back please. and I need a phone on my plan. Also since you people have no idea when u bill on auto pay i want my bill emailed to me and i will pay it manually Regards Walter WebbP.S. I was told when i signed up with Koodo that they would get my public mobile account fee reimbursed. Seems to be a lot of false information being said. please email a number where i can reach you 

If Auto Pay is already set up and $10 is not discounted, is it wrong?  

My account is set up for pre-authorized payment, and I had no problem until now.This month money was withdrawn on Jan 5th and the due date is 12th. However, the billing overview shows I still owe the whole amount and 'Please pay in full by due date.' I wonder what's wrong??

Hi there, according to the salesperson, there is another $10 missing from my account. I have been trying to talk to a representative, but it kept saying there is some network down issue. Could someone please help me with this issue?  

I was charged incorrectly for roaming charges while my roaming was turned off and double charged on another day. 

Hello,I recently noticed an email regarding an outstanding balance of $8.81 on my Koodo account.My account was already closed and I am currently living outside of Canada, so I am unable to log in or reset my password through the website.I was not aware of this remaining balance and would like to pay it as soon as possible to avoid the account being sent to collections.Could you please advise on how I can make the payment for this closed account?Thank you.

Hi, I have attempted to log in to Self Serve and reset my password multiple times, but it does not work as the account is already closed. I keep getting redirected to password reset or approval screens. I have not used a VPN while trying to access the account. The account was cancelled at the end of September 2025, when I left Canada and closed my mobile service and bank account. I also tried to connect with a live agent, but I was informed that a callback request is required. Since I cancelled my Canadian phone number before leaving Canada, I requested a callback to my Korean phone number, but the request was declined. As a result, I was unable to access phone support. I would like to pay the remaining balance of $8.81 as soon as possible to avoid the account being sent to collections. Please let me know how I can proceed with the payment. Thank you for your help.

We were charged roaming fees yesterday. We did not leave Canada but we do live close to the border in osoyoos. Please remove them asap. 

Hello,I switched in 6th of December to Telus.To my great surprise I was billed again by Koodo for all my three lines again in January (5th).I logged into the Self-serve app and my last bill (2020-01-16) is in negative.How and when do I get back the balance?Thank you, 

Trying to sign up for auto pay, it seems that to set up auto payments I have to go through Plaid which seems to wants my login info to my bank account. To me this is extremely risky, what happens if Plaid is hacked and my info is compromised, who bears the losses? It seems there is no way to set up auto pay by my credit card

I have set up auto pay from my bank account. When I set it up no date or time frame was provided to me so I assumed it would come out on the billing date. I was wrong and was charged an NSF fee for not having the funds. I have been okay with having the money for the last few months. This month I had the money in my account but they were late taking out the payment and other things had gone through and the funds were not there. So I have been charged another NSF by my bank account. Can you please pick a consistent date for payment to come out instead of “approximately 15 days before”. I had the payment in my account for several days before they tried to take it out and now I have a $45 fee that my bank won’t reverse. This is very frustrating and not really worth the extra $10 off my bill if I am being charged $45 every time they take the payment out later than usual. 

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.

Hello,I was charged for Easy Roam on my last bill but never entered the United States. Again I live close to the States as indicidated by my billing address. Please remove charges ASAP.ThanksMarisa

Can I please pay overdue amount on jan 21st 

I currently have a $40 monthly plan with additional $10 discount for setting up auto pay by bank account. First I had setup the autopay with bank account and then I switched to this plan. However, my current bill still came in as $40 plus tax and it was successfully debited from account.Please check why bill amount was $40 and had no monthly discount of $10 and will it credited back in future bill. Thanks.

Hi, I have been billed for roaming charges which I was sure to turn off my data when i went over seas. I would hope to get these removed please