Billing & Payments

I was charged $28 for two days use of easy roam even though my phone has roaming disabled.  Further to this, I got a text from koodoo a couple of months ago alerting me to a change made on my account that allowed extra charges to be incurred.  I did not make or authorize that change. I am the sole user of this account.  I’ve finally worked out today where I needed to go to change that setting back (I’d looked when I first got the notification but couldn’t find it) so you can no longer charge me for easy roam but I’m extremely disappointed it was turned on without my authority in the first place. Reviewing previous responses in this forum, it looks like you’re charging me $28 for text messages. Please advise the cost of actually sending these texts without easy roam which I didn’t sign up for. How can someone even send text messages when data roaming is turned off??? 

I recently cancelled my monthly Koodo plan and I am supposed to get some of my money back. My balance/ bill shows -$18,84 but when I enter my payment information the transaction never goes through. Why is that? 

On my account, it show $0 balance.And i have data plan only. so how can i set up the call back function?I can not receive phone call on my number. Thank you.

I'm traveling in Brazil for a while, and as far as I know, Koodo doesn't charge for international incoming SMS, such as SMS coming from Canada. I made sure to disable data and roaming, but I am still being charged daily fees for international roaming, each time I get an SMS.

So I was signed up for pre-authorized payments from my bank account. Over the past few months, these payments came out at totally random times of the month. One was June 30th, the next was August 2nd, and then the third was August 30th. There's is no way of knowing when these payments will come out, and because I had two come out in August I ended up not having enough money in my account, and therefore the payment bounced. This landed me with a $40 NSF fee from my bank, and a late fee from Koodo. I scheduled a callback so I could ask why these payments come out so randomly, and also ask if Koodo was going to charge me their own NSF fee. The first callback I scheduled just never happened. No one called me, and there's no other way to get ahold of someone. So I scheduled another callback, and this time got ahold of a rep. This rep told me that the system just randomly chooses when to take payments. I asked him how that's fair to customers, and how they were supposed to plan their money i

I’m posting a screenshot of a message that pops up every time I hit billing details for my account. I got a text telling me my bill is ready to go (my first bill) but can’t access my bill details. Weird thing is I also have my mothers account attached to my self serve before I even got my account. (That’s a whole other weird issue I’m having) but I can see the billing details for her account but when I try to load my account bill this is the message I get. (See photo) does anyone know what this means. Is it an issue on my end?   

Here to complain that I am unsatisfied with Koodo’s customer service as I had called to dispute a roaming charge that I did not use. They proceeded to let me know that they see on their end 1 MB of usage which can due to background data leakage or anything unrelated to me. My roaming is off and they proceed to negotiate $1 credit from the $16 roaming charge. They refuse to refund me the charge when I have explicitly explained that I did not use it and my data roaming is off for my phone. I am disappointed that there was no one else she could direct me to dispute this rather but to take the minimal credit they kindly offered. This has happened to me from other service providers and they would immediately take off the charge as it is understandable. I would recommend everyone to not use Koodo as I am now force to pay for data that I did not use. 

Hi, I got an iPhone 13 last Black Friday (~10 months ago) with a tab of $20 a month and tab bonus of $25 a month. I’m looking to continue Koodo service until at least the 2 year period (November 2024)if I pay off the tab balance now, can i trade in the phone to the Apple Store? While still having the tab bonus being paid off by Koodo over the next year and a bit

Hi all,I’ve tried searching the forum but can’t find a post that relates to my situation exactly.I’m trying to update my billing info and my current address can’t be found. Searching by postcode or street yields no result. This is not a new street - the street is old and is located in an old town. There are 6 houses on this street and none of them are searchable. It’s like the street doesn’t exist. I am not making any typos! Any help? Thanks

So I had the $65 50GB UL Can min SFD (4G Speed) $65.00 plan from Black Friday that came with a 24 month $20 credit, and in my finite wisdom, decided to change to the $65 75GB (5G speed) plan without checking with anyone if my credits would fall off, and now I can’t seem to figure it out where to check on my self service.The Facebook chat doesn’t seem to be responding today either.Would anyone know if my credits will fall off? And if so, any way to have my plan reverted or credits reinstated? 

I am going on vacation to my country India want to block my phone from sept 1st to October 31 st until I come back please call me at my phone number *** *** **34 to acknowledge my request  

I was charged 117 overage for calling minutes, but I have the unlimited Canada wide-calling on my plan and I have not left the country since I started my plan. Why was I incorrectly charged this amount? I need this to be resolved asap!!!

I turned off roaming before crossing the border into the USA - but was charged a roaming fee.  How do I have the charge reversed:

I have 2 lines for my daughters that are studying in Montreal and I returned to Mexico. Now I am unable to pay the bill because my credit cards are international. I understand that I might be able to register my card but I am unable to find where or to schedule a call back since they can't call international phones.I have read of many costumers with similar problems and no one has been able to give a usable answer.Is there a way to talk or chat with a Koodo representative?

Hello, Koodo charged $179.92 under Airtime_V, but I see nothing about airtime through usage details. Can anybody explain why they chargedd it?

I was charged from the day i signed up for my service, recommended to activate online to save $60.Aug 28 - applied for new accountSept 3 - received my first invoice from Aug 28 - Aug 31, and for SeptSept 6 - received my Sim and used the self serve to port my number, because i asked someone to call methey texted me to tell me someone would be calling, no one called so i couldn't correct the billing issue and now i cant find a number so i need to use the Forum#kodoo please correct this asap as i have 30 days to cancel and i will not port my huspand line here either, this is a terrible first experience and time consuming for your customers   

So I ran into an issue, my 4 yr old daughter figured out how to accept data charges. Not just 1 or 2 but an accumulation of over $500 /mo the for 2 months. The data notifications were being sent to my wife and daughters phone instead of my phone(account holder)I am the only authorized user. Infact the only notification s I received were ( " your data has been paused,you have reached 500$ in data charges"). After days and weeks of attempting to come to a resolution I get a call from Johnny from Telus on the 5th of July he understands my situation and we come to an agreement wherin a credit for 260$ would be given towards the 350$ pay per use data from June. My billing date is the 11th of every month. Less then a week after speaking with and negotiating a reasonable compromise for both parties I receive the bill for June. I was under the impression that I was negotiating for June but low and behold I was negotiating for the useage charges from May but get by another bill amounting to ove

Case # 000609073 was assigned to me by a koodo rep over the phone last August 24, 2023  to resolve issue of August 2023 payment made to an invalid mobile account number.  I went to my bank to resolve this by making another payment to the right acccount # and the bank also sent an email to Koodo billing department requesting a credit back to my bank account the amount of $43.68.  I assume the Koodo billing department credited this amount to my mobile account and not the bank.I still received a billing dated September 3, 2023 in the amount of $43.68.Will appreciate resolution of this through your community.Thank you for all you do. 

I have read through this:  This was after spending about an hour with a blunt/arrogant phone rep who spoke like either I was lying or I wasn’t understanding what he was saying:I had Easyroam activated so that I could use roaming.All that happened was Koodo’s nice welcome message to easyroam. I wasn’t able to receive/make any calls or texts or use data. The arrogant rep said he couldn’t see the details and “as per company policy...”It isn’t just about the money but the service that one should be able to use when they need it.Learnt the hard lesson. Porting over. 

Hi, I like to pay my bill the day I’m notified rather than the day it is due. But as you can see below in a screenshot taken today the ‘pay now’ option is greyed out. I cannot pay my bill.This same thing happened earlier this year to me. I made a previous post on it located here:In the end, the solution that time was that is was a glitch, but one that required a representative to personally look into it and get it fixed. Could someone do that for me now, please? It would be appreciated.Also am I just unlucky for this to happen twice? Maybe.Thanks for looking into it.

On my most recent bill I have an non-specific “third party service purchase” of $11.10: When I checked my data usage I see the following for one day (Aug 23) which corresponds to the extra charge of $11.10. I have no idea what the source of this charge might be, and I’d like it clearly identified before I pay it. I find it unconscionable that Koodo places third party charges on a customer’s invoice without identifying the third party. This puts the customer in a position wherein they don’t know if a third-party charge is legitimate. That’s ridiculous. 

Hello,on Aug 12 and 15 I was charged for easy roam while still in Canada. Is it possible to have these charges reversed?-Meghan

Hi, I'm a prepaid customer. In June, I set up an automatic bill payment in my bank account but it didn't work so in July I got an invoice with  $113.68 (with 56$ due from June). I accidently made 2 transactions, one was on July 05 with $56 and the other was on July 31 with $113.68 so in total I paid $169.68 which should have been $113.68 for June and July invoice. I've just received an voice of $56 for August while I already transfered extra $56 from last month. Can Koodo's customer service please check?

Hello,I was in California in July and just recently checked my bill only to realize that it’s crazy high compared to regular months. It looks like I was charged for phone calls I had made because I had lost my passport in the inbound plane. Luckily, I found my passport and was able to return safely but nonetheless, I am not happy to see that two phone calls are costing me about 100$ more than usual. I have the wifi calling option turned on my phone and was really sure to be connected to the free airport wifi when doing the calls. Also, I had opted for roaming by answering “YES” to the automated text message when landing.Anyways, is there a way to contests these fees and settle an agreement? 100$ for a couple phone calls is a bit ridiculous in this day of computer age and if I had been well aware these calls were going to cost me that much, I would’ve opted for an e-sim or some roaming plan in the first place.

Is there a place I can see if my Esim is working? I am currently out of the country. Pretty sure I have it set up correctly, but when I go into Usage, it doesn’t really tell me much. Don’t want to get hit with a big bill when I get home. I have roaming on (part of the instructions with the Airalo esim) but I have the esim set as my primary SIM card. Thanks!Cindi