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Billing & Payments

All discussions about Koodo billing and payments.

1,123 Topics
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Charlie's frustratedBeginner

asked in Billing & Payments

data overage

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

1092

1 year ago

ceslorenzanaOrganizer

asked in Billing & Payments

Case # 000609073

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.

1157

1 year ago

mbashimovConnector

asked in Billing & Payments

How to contact billing over the phone?

My SIM card is not activated and I got charges for activation fee which should not be there as well as fees are way too much which I was initially promised. I already hate the experience and if this continues this way then I might switch back to old provider.

2047

1 year ago

A VasConnector

asked in Billing & Payments

Do you travel abroad? DO NOT USE Koodo Roaming

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.

3177

1 year ago

ReveriebeeOrganizer

asked in Billing & Payments

pay now is greyed out —cant pay my bill (again)

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.

1924

1 year ago

GaryCBeginner

asked in Billing & Payments

Unidentified third party service purchase on monthly invoice

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.

831

1 year ago

Meghan CalderwoodBeginner

asked in Billing & Payments

Charged easy roam while in Canada

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

431

1 year ago

ThaoBeginner

asked in Billing & Payments

Payment issue

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?

985

1 year ago

jfgouletBeginner

asked in Billing & Payments

Business trip to USA

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.

1297

1 year ago

CindibindiBeginner

asked in Billing & Payments

How can I tell if my esim is working and I’m not paying for roaming?

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

3647

1 year ago

ToryDBeginner

asked in Billing & Payments

Trying to find a receipt for December 2021.

I need a receipt for an IPhone purchase that I made in December of 2021. In my searches online I only seem to be able to search back 18 months of bills. On my tab I can see that I added the new phone on Dec 18 2021 but none of the details. Anyone have any help suggestions? I need it for a proof of purchase with Apple Icare for repair purposes. Thanks in advance. Tory

752

1 year ago

jennyhoangBeginner

asked in Billing & Payments

Why was I charged a connection fee and how to waive?

I understand that if you go in store or use the phone to create a account with Koodo, you will be charged the $60 connection fee. However, if you do it online it will be free - great!So that’s what I did. I signed up online and got an e-mail confirming my order and was provided with a order confirmation. Yay! The next day though they informed me that it didn’t go through the system and I had to go in-store to set it up -- which means I’d be charged the connection fee. What?? That doesn’t seem fair. So my partner and I (who is also setting up his phone with Koodo, and got the same error) called someone from Koodo customer service who informed him that he CAN in fact sign up in store but because we went through this route and had this error, we can call back or contact Koodo and get it waived, after the first bill comes out. So we did that...and guess what? Koodo said that they can’t do that because we did it in store…but HELLO! We both got order confirmations from when we signed up ONLI

25042

1 year ago

danielkouBeginner

asked in Billing & Payments

$60 Connection Fee

I recently opened a Koodo account. I am a new resident to Canada, so maybe there’s some issues with my IDs/addresses/etc but when I tried registering online, it would process and complete, but then 1 day later I’d get an email saying my order was cancelled because my identity couldn’t be verified.When I called Koodo support, the customer rep told me I had no choice but to go in store to activate my account. When I asked him about the connection fee, he assured me that the $60 fee would be waived for me because I had no other choice except to go in store.On my 1st bill, I see the $60 on my bill. When I call Koodo support, this time the customer rep tells me there’s no way to get it waived, and there’s no record or note on my account saying that the fee could be waived. Well of course there’s no note, because I did not have an account at the time I called in the first time. I feel like I’ve been “tricked” into opening a Koodo account. If I hadn’t been assured by the rep that the fee coul

5494

1 year ago

William Frank WallBeginner

asked in Billing & Payments

Koodo and my Phone Disagree on my Data Limit

My phone says that I’ve used only 296MB of my 2GB limit. But I was getting text messages from Koodo saying that I’ve used up my 500MB limit. Why do they disagree? Makes no sense.

555

1 year ago

RobertWeinOrganizer

asked in Billing & Payments

I upgraded my account, but what I see is less?

Yesterday I upgraded my account, to the 35 Gb plan But I just looked at where I’m at, and what it shows is FAR less than I used to have!! Anyone have an idea what’s up, or is it simply time (it’ll switch when the month ends). Thank you!

403

1 year ago

anonimusBeginner

asked in Billing & Payments

Problem with payment card

Hello! My daughter linked my card to pay the bill can you help me to disconnect it from my card? I don't have access to her account. I don't wanna close this card and she don't wanna unlink it :/

543

1 year ago

MadMitchBeginner

posted in Billing & Payments

Customer service

I had the worst experience ever with koodo. I quite Koodo months ago ans they still want my money. While I was with them they would constantly call me while I'm at work asking if I want a promotion. I had ro keep saying no to them multiple times. I was feeling harrased and so I quite. Even after requesting for them to take me off their call list they still called me almost everyday. I take customer service very seriously and this wasn't it. This made me feel uncomfortable as a customer. Now they want me to pay a late fee. That's their fault I left. Now I'm feeling like a koodo prisoner unless I pay it. I don't like being treated this way as a customer. I tried to ask for help but they took me in circles and at the end of all of it they demand payment. Terrible experience ever. How can anyone deal with this kind of customer service and still be with koodo. Not like I can block them. Not only that they send me this bill months after I closed my account.

1173

1 year ago

Sim.LBeginner

asked in Billing & Payments

Splitting account

Hi, I got 2 phone numbers under the same account. I want to split them into 2 different accounts. Wow can I do it?

1001

1 year ago

BuknbunBeginner

asked in Billing & Payments

changing credit card on pre-authorized payments

I received my replacement credit card and it won’t accept it when I go to manage credit card payment! The card is good and working on other sites! WHY is there no Live Chat option with Koodo? I’m about ready to switch carrier!

2152

1 year ago

Fanny ChuBeginner

asked in Billing & Payments

Why Did My Monthly Charge Increase $10 Without Notice?

Koodo,Why did my monthly bill suddenly increase by $10 without notice.I have not changed plans recently and the last change I made was in response to a Koodo Text Message that increased my data WITHOUT ANY INCREASE in my monthly bill. It was a Koodo Special Offer to existing customers and I reviewed the plan terms before switching and there was NO reference to an increase in the future,If Koodo is now suggesting there was fine print some where then Koodo is trying to pull a fast one and if that’s the case then put my data back to the level I had before Koodo’s “Special Offer” and return my monthly charge to $50 per line.

5084

1 year ago

ac3101Beginner

asked in Billing & Payments

How does the tab work?

How does the tab work, I get the fact that you have a monthly fee for 24 months, but what is the difference between “Tab Basic”, “Tab Mid” and “Tab Plus”?Also, which one would I be able to select if I select the $39/mo plan.

3411

1 year ago

lottieOrganizer

asked in Billing & Payments

easy roam charges removed but not the taxes?

The easy roam charges (mistake) were removed from my bill but the taxes were not. This topic has been covered in another post by me (with account history screenshot) but apparently no one can identify my account. I’m hoping this new post can rectify that.If not I’ll have to go through the schedule a callback option which I find tedious.

271

1 year ago

Geoff PetersBeginner

asked in Billing & Payments

koodo took my money

I used prepaid, I switched banks and added my new card and koodo turned on automatic top up, I'm with bell now but because of the automatic top up it still renewed and my bank can't do anything because the account was still open, but koodo won't let me delete my account it deletes after 90 days of innactivity so now my money is gone

633

1 year ago

2001eunhoBeginner

asked in Billing & Payments

Need to dispute a $12 charge I didn't know about which was sent to collections and affected my credit score

Hi,I am a former Koodo customer who used Koodo for about a couple years before switching to Rogers. I asked the retail store to see if I have any leftover balance to pay and I was told there is no balance. I made a switch to Rogers with the same phone number I used from Koodo, and I have since been using the services from Rogers.Recently, I found out my credit score was affected drastically in the past couple months, so I did my own investigation through TransUnion just to find out that Koodo sent a $12 charge to the collections.I would like to know more details about $12 fee since I did not receive any email regarding the charge and I would like to ask Koodo to request removal of this fee.Thanks,Eun Ho

2756

1 year ago

Leslie JohnsonBeginner

asked in Billing & Payments

help

I need to speak to a representative. Can someone please call me, we are getting billed for an account that is no longer active. 604-966-6726

741

1 year ago

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