Billing & Payments

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 was the entire point of

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?

I recently had my phone stolen at work. went through the online process of deactivating it, followed the automated steps to input my account information through insurion, invalid information.Double checked my account  and letter for letter inputted into insurion. still denied.Okay….looked into it a bit further and it looks as though the previous owner of my number has her information inputted with insurion so I can not continue with the process. God forbid you need a real persons help, ive been bounced around between numbers (all but 1 was automated) and given literally 0 help.I pay for Device Care Complete and the lady i finally talked to told me i dont have coverage…then what the f** have i been paying for for over a year?Incredibly capable of taking my money, completely inept when the exchange of service is required.Im done with this garbage company, I’d recommend somewhere else but the whole cellphone industry in this country is an absolute disgrace.

Hi, I have 3 accounts that I merged into one. I received a bill for a single device under the merged account and paid for all three devices for the month through that merged account. My balance is showing a credit. Will the payments I made for the other devices be applied once new billing cycle is commenced?

Need help with an estate account (Husband passed last yr) with a balance-I have been trying to retrieve this balance for 11 months!! I need someone to CALL ME PLS

Dear allI had ordered a sim online on 24 June, I still have not received it but my bill is already generated from 24 June. Due to Canada day and weekend it seems. i Will not receive the sim for next more few day. So why should i pay like for 10-12 days without even receiving the sim. Kindly suggest and help

I used koodo over 2 months ago whist I was in Canada. Being an international student I had to leave Canada and go back to Africa for summer holidays. Since Koodo had delayed my callback and the cancellation of my line (which only happens via call backs, I tried visiting the shops and calling customer service but that dint help) after tons of trial i finally cancelled the number a few hours before my international flight. thats when I learnt I had some old up , I had some money from my previous bills to pay. I unfortunately did not have any Canadian dollars left in my card (due to travelling I had also frozen my canadian cards for the time being) I later went to a Telus shop and spoke to customer service agent about this and told them my issue on how I would not be able to pay until September (when I come back to Canada for school and unfreeze my cards. They told me that the credit for late payment will increase but other than that its all ok. To double check I even spoke to a Cutomer s

Hello,I would like to make sure that the service is cancelled before leaving Canada. 

I have done payment of $50 in my  14 digit prepaid account number from koodo. but its now 3 weeks still money neither reached to koodo account nor it transfer backed to my bank account? can any one please tell me what to do in this to get back my $50?

Hi. I have a really important question! I have a prepaid card, e-sim and I don‘t have a canadian bank account. So I have to pay via Vanilla Prepaid Card. I know how much I have to pay but I can‘t see my bill. How should I do that??? Billing cycle is 28th June. I don‘t know how to do that and I don‘t want to pay extra!