Billing & Payments

Good day, I just found out my tax exemption has been approved, however I've been a koodo customer since 2019 and I've been paying taxes ever since then, will my tax be credited through my koodo account?Thanks Gabriel 

I have been in Mexico for a week, I’ve turned off data roaming. I have not enabled easy roam (I don’t want it). It’s my understanding that receiving texts is no-charge. Anything outbound is charged (or answering a voice call) how can I confirm there aren’t any unexpected roaming charges being accumulated?  I don’t see anything in my account for “current usage” (which is expected) - I just want to confirm that there won’t be some huge surprise next billing cycle. 

Just wondering what the average wait time for the refer a friend credit to kick in is. I've only been with Koodo a month and used my friend's referral, and I know it says 4 to 8 weeks to confirm in the fine print. That seems like a long time though... What are other people's experience with the referral program? When I started creating this post it showed me a similar post where it said the person was 3 months in and still waiting. I haven't even received confirmation that the refer-a-friend application was approved yet.

J'ai terminé de payer mon téléphone à l'aide de la balance koodo. Sauf que ce mois ci il est quand même chargé le même montant sur ma facture, alors que ma balance affiche bien 0$. Pourquoi ? Et comment y remédier ? 

I'm currently out of the country and had my sim card in an old phone that I was using just for navigation. That phone has been stolen and I'd like to suspend the sim card but not blacklist my current phone that I'm still using that's associated with that sim card. I can't figure out how to do this online? The help chat tried to schedule a callback but I don't have access to a phone number where I'm traveling. 

Hello, my name is Jeremy and I’m hoping this is the right place to post this.  I just want to thank Katherine for everything she did for me today. Very fast and efficient. Gave me my one and only option (which is was excellent of course), while also being respectable and understanding.  It should be said that even if I didn’t get my service back, I’d still be appreciative of her efforts and absolutely superb customer service skills. I know a lot of people are only thankful when they get something out of a service but even if she told me I was out of luck, I’d be very understanding. I hope she sees this and gets some sort of accommodation. To her manager; you’ve got a good one :)

Hi, As I am travelling abroad, I want to execute a seasonal hold for 2 months period starting from 14-Jul-2023 to 10-Sep-2023. Any suggestions it could be done faster?Could you please help on this?Thanks.Dharmendra Muthu

Koodo recently called and asked if I wanted to add another phone to my account. This was not something I actively sought out, but decided why not? I just got my first bill that includes the second phone and discovered I was charged a $50 connection fee. I am extremely upset about this as it was not mentioned in the call. I understand the beauty of self-serve to avoid connection fees and set up my original account myself. Koodo called ME to add services and I have to pay the connection fee?!?!?! Had I known, I would have declined and opted to add a  second phone to my account at a later date - if at all. So now I have a massive bill I wasn't expecting and can't seem to find anywhere to address my dissatisfaction. (Although there would probably be a fee for that too 😡). I have been very happy with Koodo up until now. I feel like I was duped into paying the connection fee. Does anyone know how I can address this concern? Thanks!

I am currently abroad and was not aware of koodos roaming charges. I was charged $16 for switching off airplane mode for 5 seconds which I think is unfair and unjust. I would like to speak to someone for a refund but cannot do a callback due to being abroad and can’t source an email address or WhatsApp alternative.

Hi all,After many happy years with Koodo, I now can’t reach a rep to discuss this or view my bill online. Maybe the service is down? In any case, during a 6 week trip to Europe, during which I specifically turned off my data roaming to avoid these charges, I now have a huge bill covering two billing periods. Clearly this is an issue that has affected many people. I would like to resolve this issue with a rep. Any help to resolve these charges when I didn’t use my phone would be appreciated.All the best.

  A few question here for y'all: In late May, I upgraded my phone because it was damaged beyond repair, and I still had about five months to go in my contract. My phone bill last month was $67.80, which it said it would be. Well today, I got my phone bill for the month of July, and it's $355.63. My plan costs $60, but I also have a $50 Tab Payoff - Upgrade charge, as well as a Tab Bonus Payoff - Upgrade charge worth $185.39. When I upgraded, the Tab Bonus said $10. I just have a few questions: What will my phone bill be for the month of August? Is the Tab Payoff and the Tab Bonus Payoff just a one time charge? If it the Tab Bonus Payoff charge just a one time payment is there any way to split the charge over two months? Thanks!

Hi there, I know in self serve only 18 recent bills are available. I’m looking to retrieve past bills beyond 18 months, outside of self-serve. How can I speak to a customer representative that could send me my files? I will pay the fee if needed. Thank you

Hello, I am about to switch to another provider.  Is there anything I need to do at Koodo before I do that?  I do have a Tab balance.  As long as I pay that, is there anything else I should do first? Thanks.

I still need to pay my last bill, but “pay now” is grayed out. I guess this is because I canceled my phone number months ago, as I left Canada and am in a another country right now. How can I pay my last bill successfully? Thank you!

i paid off a settlement few days ago offered by kbm law how to go about getting it taken off credit report the person handling my file said i had to contact koodo in order for this to be done but im locked out of my account so doesnt seem to be a way to contact koodo regarding this

Hi! I got the bill for this month and I do not understand why I got charged for the additional bill ( partial charge).Since I tried to purchase additional data last month though it did not worked and I also got the message that my attempt was unsuccessful.  I need an assistant please. Thank you.

I have a basic plan for my daughter that provides 100 Canada-wide minutes, 250MB shock free data and unlimited (text) messaging.She primarily only uses her phone while on Wifi, but will sometimes use it while at a friends, walking to/from school or out and about.When I first setup the phone we were having issues with her data being used very quickly for messaging while away from home (the rep was fantastic and explained iMessage, photos, etc is not included in basic texting so it was using data).  To rectify this, we increased her data to 5GB.  She rarely even uses much data at all, but I looked back at billings and noticed this month and 2 months ago there were charges incurred for “picture messaging”.  I called and spoke to a rep, who informed me that using the phone away from wifi, will incur picture charges if “stickers”, pictures, etc are being used because her plan is only for (text) messaging.  I asked why the data would not be used to cover this, as that

It’s been about a month and a half since I cancelled my service and I have not received the credit on my account. Can someone please help me with this?

After Koodo upped my last plan by $5 i have switched to a better one for the original price. $50 for 40GB. I’m still being charged $58.75 and not the $50 +gst and other which would become the $53.75 ($54 ish). Why am i still being charged for my old plan? 

Is Stream+ billed to your koodo account?

Why am I being charged on Canada unlimited minutes?

Hello,I recently signed up with Koodo and got my first bill. Firstly, the name on file that the agent put in is incorrect, it shows Mattel instead of Matteo.Secondly, the plan I signed up for was the $50 a month with the $5.25 monthly credit each month. My most recent bill does not show this credit and I’m being charged for the full $50. Third, I’m not sure why the tax I’m being charged isn’t the correct tax for the region I’m in.Lastly, I was wondering if there was an available mobile app where I could check my usage, pay my bills and such for my Koodo account. I downloaded the MyTelus app and putting in my phone number and account number both return an error saying it’s invalid. Thanks,Matteo

I signed up for stream and some other plan add-ons on June 11th and on my bill Koodo charged me for partial service from June 11 to the end of my billing period (July 1st). Then they charged me the full amount for my next month's period (July 2 - August 1) causing my bill to super high. Can someone explain why I'm being charged for next month already on this bill?

I would like to schedule a call back please

I do not know how this is happening.  for the past 6 months, I have noticed that Koodoo is withdrawing money from my bank account but it is not being applied to my account.  I have gone into the bank and they tried to stop the payment but it still going through.  Its different every month but is now starting to increast in amouts.  At first it was $30 or $40, now its $210…….  Can someone please help?