Billing & Payments

I have been charged additional charges on my bill for messaging. As far as I know , I have not done any US texts. I wish to know what those numbers were

Question: I made an accidental payment on November 7th, 2023 to my Koodo bill. Will I be getting a refund? I called three times, the first two times I was told I would be directed to the finance department but the call was ended on btoh tkmes. Called a third time and was told that my refund was declined and I was not notififed of it. I was told that I was to get my refund withint 6-8 weeks by the way. 

Our last few bills, the price has changed.. it was always $163.30 every month, then we got one for 166.06 and 165.60 and then 165.30.. not sure what’s changing suddenly 

I recently switched to Koodo and on my first bill there is a charge for $13 for data. I have 50GB of data and there is no way I would have gone over. Is there a way to reverse this  charge?

What are the airtime charges when I make a collect call to Canada from overseas?There is nowhere on the website where I can find such info and I only found out I was charged after receiving the latest bill.

Hi there, I am not using my Sim card for three months as I am not in Canada but still there's a huge bill of 1111$ (including my plan and tab bonus) how can I stop my all services and pause the late fee submitting charges as I can't pay the bill until I arrived to Canada. Or I don't need to do it as my account is canceled due to not submitting the fee?Still there be charges for late submission how can I get rid of them as I am not in Canada?

Last December 23th, 2023 I called Koodo to close(cancle) my account. Because I was planning to leave Canada. I closed my account with the employee through the call. When I asked if there is any additional cost that I have to pay for the rest of the day, she said that I only need to pay for the additional 3 days. She said that the cost was $7 and when I went to the website, It was charged $15.68. I don't know why it changed, but I paid $15.68.After that, when I logged in to check if my account was canceled, I saw that $31.36 was charged for the January charge. I am not living in Canada right now, so it is difficult to make a call.  When Koodo staff see this article, please check this again and close my account. Thank you.

I was with Koodo up until I signed up for a Black Friday deal with Public Mobile.  I switched over and received my final pro-rated bill from Koodo shortly thereafter. A month or so later, I received another bill for long distance charges on a call the same day I was porting my number.  I had Canada-wide free long distance, so it shouldn’t have been as issue. Anybody have any idea why this would happen?

My unlimited long distance issue with the perks was resolved last month but my new bill I am still  being charged 48.80 for Dec 11,2023. It must have been missed when the issue was fixed. Also, when applying perks, there is still issues applying them. I couldn't change my one number to the cheaper 50$ plan because I was afraid the same thing was going to happen again.

I’m traveling to Mexico tomorrow and only want to use Koodo roaming til I get a local SIM card, i.e. within the first 24-48 hours in country.  Once I start roaming is the initial daily charge ($16, I believe) for: a) the first 24 hours (e.g. 3 PM to 3 PM)  or,  b) til midnight of the day I start roaming (e.g. 3 PM to midnight)? Thx.  

There seems to be no option on Self Serve and when I requested “I want to cancel a line or an account” to Koodo Assist digital rep, it replies “We're busier than usual right now but there is no need to talk to a rep as all our offers are online↗ or in store!”. I looked through community posts and can’t find an answer, so I tried messaging Koodo on facebook and twitter and no reply from them either, hopefully they will at some point.Why’s it so hard to cancel a plan? It should just be an option in Self Serve.Appreciate if anyone can help me out on this.Thanks,Jeremy

Upon review of my recent bill, I noticed that there were several days where my wife and I were charged both the USA and International rate for Easy Roam. These were days where we were travelling to Mexico via the USA. I could not find any language on the Easy Roam page or anywhere else that detailed you would be charged both daily rates if you are travelling to another country via the USA. My question is, should the more expensive International rate ($16) not supersede the USA rate ($14)? Koodo touts it as a “daily flat rate”, when in reality they are double-dipping for $30 ($14 + $16) if you pass through the States.Does anyone know where the language explicitly stating that you will be charged for both rates is located? Or has there been an error in my billing?

Hi, I had two mobile lines while I was visiting Canada in June July and August 2023. I was told in person by 2 different koodo service reps on different days at the Koodo kiosk in Walmart that the way to cancel the service was to just stop paying the bills and the line would be cancelled. However, I see that even though I had left Canada and had not even had the SIM card in my phone, I continue to be billed monthly and the bill just keeps growing. I see that this will affect my credit rating.  I want to cancel my services with koodo because I am not even in Canada anymore (I haven’t been since the end of August).   I also want to deal with my accumulated bill so that my credit rating is not affected.  Can you help me with this? Thank you.

Hi, I’ve recently transferred out from Koodo, but I have a credit on my account. Could somebody please help me to get this credited back to my CC on file?

Hi, My spouse and I switched to Koodo during their Black Friday promotion. We each created our own Koodo accounts, and we each pay monthly (post-paid). Now I want to merge our accounts together so that we only get one bill. An agent at the Koodo kiosk said it’s free to merge accounts but we need to do this via callback. The callback agent said merging accounts costs $50... Which one is correct?  Is there another way to put two Koodo numbers on one bill for free? Thanks in advance  

I can’t pay my bill with my visa  card . I called the bank it shows all info are the same name , address etc  Yesterday I arranged a call . And I got ball back from Koodoo . They told me the department that doing this is not working . Says Koodoo will call me back this morning  from 8-9 am . But I  got no call . Could anyone help ? 

every time i go to see my bill i get this error  :Application error: a client-side exception has occurred (see the browser console for more information).how am i suppose to pay my bill if i don’t know what it is? anyone else having issues with this?

I’ll be traveling to Spain for 2 months early in the new year. Last year I popped out my Cdn/Koodo SIM and bought a Vodofone Sim (10E for 50 GB data for 28 days with 300 international calling minutes ).  It worked well or local data and Whatsapp use as well as for calling home while being much cheaper than EasyRoam, which costs more than that per day.  I will do the same this year. One thing I’m wondering about:  Can I check my Koodo voice mail somehow without using my Koodo SIM?  If I have to use my CDN SIM to do that, am I correct in thinking I can put in my Koodo SIM and make the call to voicemail at $2/min.  While my CDN SIM is active but I have Wifi access, what do I pay for receiving or sending texts - I’m thinking of two factor verification??

Changing email account 

I had an overdue balance that needed to be paid to reinstate service. When I went to pay it in self serve, after submitting my card information I got a screen saying the transaction couldn't be processed (or something like that). The problem is that the amount I wanted to pay was still withdrawn from my account. I didn't get a confirmation email like I usually do, and the outstanding balance remains the same. Is that payment just lost in cyberspace? 

I bought my internet on October 31st and it is currently December 11th and I have yet to receive a bill notification or anything for it and it is stressing me out. Is there any reason for this?

If i set up an automatic pay for my phone bill Via my bank , how long does it take for KooDoo to recive my payment, and when its paid will that show up in SelfServe ?

I’ll be in the Middle East for a month or so and want to be able to use my Koodo monthly prepaid plan to send and receive texts. I won’t be using voice at all. EasyRoam is ridiculously expensive for me needs. My questions are: During my stay in the Middle East, what is the cost of receivng a text from Canada? If it’s different, what is the cost of receiving a text from another country?What is the cost of sending a text to Canada? If it’s different, what is the cost of sending a text to another countryI’m honestly a bit underwhelmed by the lack of clear cost info from Koodo. It seems like all it wants to do is pitch EasyRoam.  Thanks for your help!

Hello,I received my sim card, and set it up and transfered my number from my old provider yesterday, Dec 6. Why my bill starts at Nov 27? Should I pay for the time while I was waiting for the sim card? My phone #: **34Account #**83 Feng Chen 

Hi, I got a plan on black friday. They shipped a phone + sim card to me. I never got an activation email, so I had to make an account through the CS callback folks. This was on the 27th of November. My account says the billing cycle was the 27th of Nov to the 6th of Dec, and now 7 Dec to 6 Jan. However, I still don't have a bill! Self serve says "This information is unavailable right now" under my bill and there just isn't one. When should I expect to get a bill?