confused about my billing

How did you cancel Koodo service? Did you schedule a call back to cancel it, or did you transfer your Koodo number to another carrier? 

If you transferred your service to another carrier, it wasn’t considered as “return/refund”. You can’t take back the activation fee in that case. However, you only have to pay the days that you had service with Koodo. The bill that you received might be generated before the cancellation and didn’t reflect the latest change.

Let me flag a rep for you. Please make sure to log in with your Self-Serve account details, so they can assist you further.

With regards to the connection fee, that may not be waived, since the new rules only come into effect from June 12 onwards. This will entirely depend on the rep.

I ported my number from koodo to another provider and only after the sim lost connection , I put the new sim. Then how can you say that the connection is not cancelled. I ported on May 5.

The bill is generated on 10th May, not before May 5.

Also I am wondering why the koodo assist says, “my number doesn't match with this account”. It is already given in the account and koodo portal. so it refuses me to connect to a rep. I notice that many people has complained about the same in the community portal.

I understand that the new regulatory policy (2026-43) takes full effect in June; however, I am exercising my rights under the existing CRTC Wireless Code Trial Period.

Section G.4 of the Wireless Code states that customers can cancel their contract within 15 days without penalty if they are unhappy with the service. Whether I cancelled by phone or by porting my number out, the fact remains that I ended the service within 4 days.

Per the CRTC, a 'penalty' includes the activation fee when service is cancelled during the trial period. I am requesting a manual adjustment to waive the connection fee and prorate my airtime to the 4 days of actual usage. Please provide a case number for this request Or do the needful to connect me to a rep.

As mentioned earlier, we have already flagged a rep to help you out.

Please note that you will only not be charged if your usage does not exceed the following limits:

• 30 minutes of talk time (local and/or long distance)
• 50 text messages (incoming and outgoing)
• 50 MB data

Hi ​@Sharafia 

We have looked into it and we have sent you a PM to confirm some more details, please check your community inbox when you get the chance.