Koodo Community

- - Knowledge base
Updates
Ideas

Community
Managing your Services
Billing & Payments

Billing & Payments

All discussions about Koodo billing and payments.

1,222 Topics
4,752 Replies

When you subscribe we will email you when there is a new topic in this category

1222 Topics

Recently active

Most replies Most views Newest first

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!

8 months 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.

8 months 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.

8 months 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.

8 months 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

8 months 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

8 months 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

8 months ago

drikachavesBeginner

asked in Billing & Payments

Paid my bill through my bank but it's not showing up on self serve

I paid my bill on Aug 20 through my bank app because every time I try to add my credit card info into my self serve account there’s an error, so paying through my bank app was my best option.I know the payments made through the bank take 3-5 days to be processed.My question is… Will Koodo accept my payment made before the due date? Will my credit score be affected?I’m really worried about it and don’t know what to do. The chatbot doesn’t look like it will help me figure that out.Here is what shows on my bank app.Here is the email I got on Aug 20 after payment.

8 months ago

Gerry KBeginner

asked in Billing & Payments

McDuxBeginner

asked in Billing & Payments

Charged 14$ for easy roam while in Canada nowhere near the USA border

Hello, While hiking in Port Moody, BC I was randomly charged $14 for easy roam and have no idea why (wasn’t close to the USA border). Does anyone have a number available or a contact to dispute the charges and have them removed? Cheers

8 months ago

andrea rathborneBeginner

asked in Billing & Payments

billing question

Hello! With advice from plan advisor I switched my provider from telus to koodoo when I upgraded my cel phone/plan. I was with Koodoo for one day when my daughter (who is on the same plan with me) advised that we needed to see itch back to telus (reasons based on her other accounts with telus). So, we switched back from Koodoo to Telus and told that this was a simple change and nothing would be disrupted with account (no charges from Koodoo as we did not use the service). I then reviewed a bill from Koodoo for more than $200 and asked for full payment. This is not a charge that I should be paying as I did not use the provider service. I do not, however, know how to address given there is t customer service to speak to. Your advice and input would be greatly appreciated. thank you Andrea

8 months ago

simon_richmondBeginner

asked in Billing & Payments

My daughter was charged for EasyRoam

My teenage daughter was in Japan. We switched off data roaming before she left. Somebody called her and left her a voicemail. It seems she touched the ‘voicemail’ button. This is the first time she used her phone outside Canada and she knew she could not and should not use her phone unless she had wifi. Twice I received a notification that EasyRoam was activated. I asked her why it was activated and she did not know why. I was looking at my billing while she was in Japan (I was still in Canada) and I did not see any charges, so I did not know she had accidentally checked her voicemail. You can check the data to see that it was used at most for that accidental purpose. If it’s possible to refund one or both of these charges, that would be much appreciated.

8 months ago

WA1996Advisor

asked in Billing & Payments

ER\VC charges with airplane mode!

I have been charged $14 on a call I did not make on May 30, 2023, 02:03PMI was on airplane mode the whole time I was in the US, I do not understand how I was charged with airplane mode on and for a 1 minute call I did not make?

8 months ago

PrairieCoach

asked in Billing & Payments

Recent Koodo (or Telus) data breach???

On August 12, 2023, all three of our family mobile numbers (with Koodo) received the same unsolicited sms/text message.This is concerning as the only place all three numbers are linked, in any way, is at/with Koodo (with one number only recently activated with Koodo and we never had before). No other business or service has all three of our mobile device numbers.As such, it leads me to believe that Koodo/Telus has had a breach of data that resulted in my family's personal contact numbers being taken. Otherwise the only other explanation is that a third party, of Koodo's, has used their access to Koodo's client information for their own personal gain.Sadly there are no Koodo email addresses to which I can complain about this to, & speaking to a rep over the phone is virtually useless (unless one wants to purchase/change something).Any other customers experiencing this? Has anyone tried file a complaint under/with PIPEDA and had anything come of it?Concerned Koodo customer

8 months ago

KGAdvisor

asked in Billing & Payments

Amex Cobalt Not Accepted?

Hi all - a bit of a dilemma. For the past few years I’ve been on pre-authorized payments (post-paid plan) using my Amex Gold card. I’m switching to my new Amex Cobalt and for whatever reason, Koodo will not accept it. Self-serve online bounces back that “There's a problem with the credit card information you've provided. Please try again or use a different card” while *611 flat out states that the card isn’t accepted by Koodo. No idea why that’s the case as my other Amex has worked without any problems. I double checked that name and billing address matches with that on Amex’s file, and even contacted Amex who stated the card is active.Any info is much appreciated! In the meantime, I’ll try callback #2 - the first rep I spoke to transferred me to a Telus billing rep who prompted me to enter my info in their automated system, which then promptly hung up on me once I entered all my card info.

8 months ago

Good_morningBeginner

asked in Billing & Payments

extra charges

I scheduled a call on august 7th to cancel one of my phone lines that was on seasonal hold (i own phone ) . To my surprise your representative canceled all 4 of my phone lines!! Instead of 1 ! now I'm charged with canceling fees and call devices and cancel tab fee and extra fees .! Took me hours to locate a phone , to get your koodo rep to call me back to restore my service business lines , I thought the other rep solved all the issues but now that I get my bill and what a surprise ! ( i can't download it to view also!) All these extra charges Not happy!Been with this company for 12 years !

8 months ago

Dancia DancerBeginner

asked in Billing & Payments

Made a payment plan, and then Koodo took out the money anyhow.

So last night after a very difficult couple of years I finally got around to figuring out my bill payments and made a plan to get all caught up, as well as still be able to afford food for my family and everything else. Part of that plan meant making some payment arrangements wherever possible - so I logged into all my bill accounts (gas/electricity/phone/internet/etc) and was happy to see that KOODO, though somewhat unexpected, was one of the companies that was willing to offer an agreement. So, I set things up to pay 120 now, 120 in a few weeks, and then the remainder after that - bingo-bango-bongo click accept, and BAM - arrangement made (I did indeed take a screenshot of the confirmation). Feeling good about things, I decide that rather than wait the alloted couple weeks to make the first payment I can pay it now, so I do - cross off $120 of what’s owed and YAY, good times ahead right? Well, today when going to buy groceries I suddenly find that I am unable to purchase what I was g

8 months ago

RWMBeginner

asked in Billing & Payments

Why am I being charged for long distance on an unlimited Canada wide plan?

Recently activated a second line and was charged long distance (on both lines) for calling myself to test the line. Both plans are unlimited Canada wide. How do I speak with an agent to dispute the charges.

8 months ago

Happyc13Beginner

posted in Billing & Payments

derogatory credit report

Hi guys I am a Koodo customer , I went to port into virgin in May 2023 Koodo offered me a deal and I came back to koodo..koodo sent me an email saying that they will let me know the bill from old account … on my new account I have never missed payments …to my surprise when I was checking my credit report , there was a derogatory remark which made me so much stressed , I did research and it says an open account with my old Koodo account number … I called Koodo yesterday ,, the guy over the phone told me that’s it’s there bad and they want to rectify … I waited an hour on call and the guy after putting me on hold said that they can’t do anything since it’s with collection agency I called collection agency and they say talk to Koodo …. now the thing is if there was something on my old Koodo account why was there no communication for the bill for 3 months ? Next , the guy from Koodo talked me yesterday and said they shouldn’t have made a new account since I was returning to Koodo ? my c

8 months ago

DoubleCHBeginner

asked in Billing & Payments

I was charged EasyRoam with SIM card disabled

EDIT: Resolved.I was in the US Jul 22 and 23 with a US eSIM so I disabled Koodo SIM card, yet I was charged EasyRoam on Jul 22 but not Jul 23. My self-serve page shows no min or txt but on both days some random data usage, which should not have occurred with my Koodo SIM card disabled. If those data usage on both days was valid, why did I get charged EasyRoam on 22 not 23? It must be an error in the system. Also, the data usage is very suspicious because they are identical on both days. I arranged a callback as soon as I found out but the rep said couldn’t do anything until it’s on the bill. I’ve just booked another callback but just want to ask around while waiting.Chris

8 months ago

Nathalie RoyBeginner

asked in Billing & Payments

Prepaid account suspended? Wheb I have 125$ available in balance

Hi guys, my prepaid suppose to renews today (14th) but now it says suspended!! I have 125$ in my credit balance. Of course chat with them is useless so I am at lost!This is my first time with koodoo and since I don’t have a credit card, I bought vouchers and add 125$ to my account (which is showing in my balance), that is what I was told to do. So now apparently I am out of 125?? Why don’t they use my balance? They say suspended and need to pay to reactivate.thanks for your time

8 months ago

Page 18 / 49

Leaderboard

Terms & Conditions

Sign up

Already have an account? Login

Username *

E-mail address *

City

Country

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

Koodo Community