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Incorrect bill issued after confirmed cancellation on March 26th

  • April 30, 2026
  • 4 replies
  • 115 views
J

Hello

I hope you are having a good day.

 

I requested to cancel my service effective March 26th,2026 via phone twice.

Both representatives confirmed it.

However, I just received a bill for April.

I have already left Canada and moved back to my country, so I cannot use the phone or call suctomer service.

Please verify my cancellarion request recorded in March and reverse all charges after March 26th.

Also, I was explicitly told by the representatives that there would be no additional charges or remaining balance to pay after that date.

I was told that all my balance up to March 26 was fully settled and there would be no further charges.

And I want to close and deactivate this account and mobile phone number permanetly without any outstanding balance.

 

 I would appreciate your prompt assistance in resolving this matter as soon as possible.

 

Thank you

Best answer by Koodo

Hi ​@JINYOUNG, we’re not seeing any notes on your account regarding a cancellation, the account is still active. If you’ve already left Canada, you can send us a private message on social media via Facebook, Twitter/x or Instagram for assistance with cancelling your account. 

4 replies

O
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  • Oliver C
  • Mobile Master
  • April 30, 2026

Hi there,

Can you login to your Koodo self-serve and check the balance that is owing? Does it seem to be for an entire month of service, or does it show a partial charge or refund? When you do, does it also look like the line is active?

Just a guy trying to help out 🙂
    Koodo
    Forum|alt.badge.img+4
    • Koodo
    • Official Rep
    • Answer
    • April 30, 2026

    Hi ​@JINYOUNG, we’re not seeing any notes on your account regarding a cancellation, the account is still active. If you’ve already left Canada, you can send us a private message on social media via Facebook, Twitter/x or Instagram for assistance with cancelling your account. 

    J
    • JINYOUNG
    • Author
    • Beginner
    • May 19, 2026

    Oliver C

    Q. Hi there, Can you login to your Koodo self-serve and check the balance that is owing? Does it seem to be for an entire month of service, or does it show a partial charge or refund? When you do, does it also look like the line is active?

    A.Yes, I logged into my Koodo self-serve account and checked the details. It is clearly NOT a partial charge or a refund.

    My line is still completely active, and I am being charged the full monthly amount for multiple cycles. The ‘Balance forward’ showes last month’s full charge($54.88) has been carried over, and a new monthly charge ($49.00) has been added for May 15 - June 14, along with a late payment fee. In short, my account is being treated as if I never requested a cancellation.

     

    I requested a permanent cancellation twice via phone to be effective on March 26th, 2026.

    Both agents confirmed it, and when I explicitly asked for a cancellation confirmation mail, the agent assured me that it would ne sent automatically after the effective date.

    However, I never received the confirmation, and my service(number) was never cancelled due to an agent error.

    As you can see in the attached screenshot of my account, my service is still active, and I have been wrong charged a total of $111.36, which includes the monthly plan fee ($49.00), taxes, and even a late payment charge.

    Since I have already moved back to my home country, I am unable to call coustomer service to resolve this.

    I kindly request that you look into this matter, backdate my cancellation to March 26th, 2026, and completely reverse the entire amount of $111.36 issued after that date.

     

    Thank you

     

     

    Edited by moderator: personal information posted in the screenshot. Please mask the personal information and post the screenshot again.

     

    O
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    • Oliver C
    • Mobile Master
    • May 19, 2026

    ​@JINYOUNG I suggest you follow the recommendations from the rep above and to message a rep through Koodo’s social media pages if you have already left the country. You can find the correct profiles by clicking the associated logos for Facebook and X at the bottom of this page and sending a direct message.

    Reps on this platform cannot cancel an account for you, you will have to reach out to one of the social media reps for assistance.

    Just a guy trying to help out 🙂
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