Billing & Payments

"I closed the account, paid all the bills, including the last one for $27.00, paid on March 10, 2024. On my account, it is stated that 'Your account is canceled. You will still have access for 3 months after cancellation.' However, today, on March 13, 2024, I see on my account: AMOUNT DUE -$53.13, Due: March 11, 2024. Why did I receive a bill for -$53.13 when I have already paid everything?"

Hi, I’m visiting family in Canada and decided to get a SIM card from Koodo. The person who sold it to me said it was a prepaid plan that will only last for one month and that I will need to manually top it up after that, but when I logged into my Prepaid Self Serve account it says I will be billed again for $56 next month. I will be back in my home country next month and won’t need to pay for the SIM card until I next visit. Can someone tell me if it’s normal to see a bill for the next month, or should I contact Koodo to cancel the upcoming charge? My credit card is not on the account to provide automatic top ups, but I don’t want to be billed monthly by Koodo when I am not using the SIM. Thanks for any help!

Hey so I have a friend who is a previous Koodo customer who fell on hard times and had theyre phone and account disconnected for non payment. They have now received and email from KMBLaw stating they have only 5 days to pay the balance before further action happens.. Now my question is, is KMBLaw a legitimate service that Koodo uses? Some red flags in this email are the fact that they are only accepting e-tranfer or for my friend to click a link to pay by credit card. As well, the lawyer that sent the email is not listed on the KMBLaw website.. Any advice would be appreciated thanks..

Hi,I canceled my phone line last week and noticed that I overpaid on my phone bill.I paid last month's phone bill with my debit card.Could you let me know when I can expect a refund for that?

My account number is **98 and I switched to another carrier during the Christmas 2023, why I haven’t received my refund for the overpaid amount?  Thanks,Yang

I have read the How Do I on roaming but I want to be sure that I will never get charged when I am near the US border or when I am visiting the US.  Is doing the following good enough to never be charged for roaming.Turn  roaming data off but cell data can be left on. Set network to manual and choose KoodoIf I just set my network to manual and choose Koodo would this be good enough because it would never connect to another network?

I’m upset that I set-up pre-authorization on my credit card, it worked fine until November….although it shows on my card that it was charged when I received my December bill I was shocked to see I had a previous balance and a late charge...thinking it was just a payment timing and application error - I paid the current balance with the same credit card that was used when I set-up the pre-authorized payment. January comes - same thing previous balance carry forward plus new charges that didn’t get applied to the pre-authorized payment that I set up.  Now February I pay the balances with the same credit card that I used for preauthorized payment, but this  time I re-set up the pre-authorized payment with the exact same card and this time the remaining balance came out with the preauthorized payment.  Why is the pre-authorized payment not working consistentlythis is the whole point of pre-authorized payments......it’s not that my card is declining, because I can get notified by text when

All of a sudden it says that I owe $570, I have switched providers and I was told that I would only have to pay my tab balance which was a little over $100 dollars???? Why is there no one you can talk to at Koodo????

J’ai besoin de rejoidnre le service à la clientèle et je m’attend pouvoir le faire par courriel en 2024. Les services téléphoniques sont long, lents et vraiment chiants + ils n’indique pas le numéro de toute façon. Est-ce que quelqu’un d’entres vous a l’adresse courriel (d’un courriel dans le passé) et pourrait la fournir?  

I have two phones on my Koodo account and one of them has been taken over by another member of the staff.  I would like to have this number removed from my account but have been completely unable to find info as to how to do this.

Hi there,I just noticed that recently there was a $125.85 charge on my credit card by KOODO MOBILE PAC. The post time is Jan 30, 2024.I had no special consumption around or near that date, no roaming, no purchasing, nothing. I only have a monthly fee of $40.77 which is charged about 12th each month.I checked my bill statements on Self-Service and there is no such a bill of $125.85. I also checked my usage and there is no special data/minute/message consumption in January 2024 or December 2023. It must be a charge by mistake.Could you please have a check?Thanks.  

I received and activated the Wireless Home Phone on 30-Dec-2023.  In the welcome “package” provided by the store, 28-Jan-2024 is listed as the billing cycle.On the Self Serve page, I am still getting the following message: "This information is unavailable right now. Please refresh the page. If it's still unavailable, go to koodo.com/chat to schedule a callback."On the Bill Overview page, a similar message, "We are working on your latest bill. Please check back later".When should I expect the first bill (and future bills) to show up on the Self Serve page?  As of now, we are already on 23-Jan-2024.

I am new to Koodos and I need help on this. 

Hi,I have terminated my contract with Koodo in December and I have some balance due to be refunded. Unfortunately, I left Canada (that's the reason I closed my Koodo account) and it seems a cheque has been sent to my old Canadian address because I didn’t use the pre-authorized payment...  I tried talking with Koodo assist but they only provide a call back, which obviously isn't possible internationaly. And I didn’t find any email to talk to the client service. I still have my Canadian bank account.Is there anyone who know how I can get a refund?Thanks!

I am travelling in the US and I have the plan that allows free Canada wide calling.. If someone calls me from Canada will I be charged for a long distance call? In other words, are incoming calls from Canada charged while I am in the US?

I am trying to log my request for a reversal of an easy roam charge i got last night Dec 31, 2023  while attending a wedding in Sarnia Ontario. I did not leave the country but was close to the border.  

I was told my bill would be 98 a month not 178. In my bill you are hiding charges from me. It is only showing a 98 and 13 dollar charge. What’s the hidden 67 dollar fee? Also the 13 dollar charge was also not told to me either. I am very disappointed in Koodo already. Also how do you cancel your plan with them and get your money back? I am very put off by the misleading bill and hidden fees. 

I have paid my koodo bill but my account is still frozen why is that.

Why can't I bill directly to my phone bill with Google Play Store? I could with every other provider I've ever had.

I need Koodo’s email 

May I please have a Koodo Billing rep reach out to me privately? My current invoice has two different amount due totals for the same billing month. @Koodo 

I am a traveller and I don't have a Canadian bank account. How do I pay my bill online? And why Koodo doesn’t offer in-store payment? So stores are just for selling products?

I am very interested in getting Koodo internet as I have been a mobile customer for a long time and am happy with the service.  I would like to know if there is a monthly rental fee for the equipment over and above the monthly subscription fee and how much that additional fee is ?  Also does the signal come in on the existing phone line or is it received like the signal on the phone.  I’m asking about the signal as I will be moving to a basement apartment. 

I’ve been trying to access my self service but it keeps giving me the image of the melted Ice cream cone with the message “This service is unavailable right now. Please refresh or try again in an hour.” Been trying for days and it keeps giving me the same message. I can access everything else EXCEPT my self serve. Anyone know why it’s doing this??  

I got long distance charge after I cancelled Koodo, I was with Fido and I had Long distance plan with them as well, however, Koodo still charge me for that. I try to calling Koodo but the  customer services couldn’t connect me to a rep, I look everywhere I can’t seem get a help from Koodo.