Billing & Payments

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!

Which prepaid credit cards are accepted on a monthly bill.Or Can I use top up cards on my monthly bill?

 i accidently signed up for the wrong plan how would i go about canceling it?

Receiving error while trying to access bill from Self Serve 

My bill doesn't appear and I don't kbow whether I need to do any payment or not! 

Its been over 10 days after getting a new koodo sim without phone bill or e-receipt. The sim officer told me I would get it within 10 days. I need this receipt for documentations

yep, still waiting for a sim card that is being billed for a week before i even ordered! They ask me if I want a call back...lol…. ok ...with no sim card that may difficult  

Hello, I need a callback and explanation about my bill. It shows  I was charged for change number and its $50 per line. In the first place I didn’t change my number. and I wasn’t informed with this charge.

I’ve been overcharged by $5 for an extra data charge on June 15th. I did not request that extra data. I did request extra data (100 mb) on June 11th which I received but I did NOT request extra data on June 15h, though I have been charged for this. - Michael Maser 

Well, for the past two days now, I have been trying to get in touch with Koodo to discuss a payment arrangement for my account. First, I don't know if anyone has had the hellish time, like I have been having, JUST TRYING TO GET A CALLBACK!!!  I've spent most of my time going on to Help, selecting schedule call back, and after today's short conversation with a representative, I asked to speak with a supervisor, because I'm trying to pay over the required amount due to not suspend my account, on Friday, but she said she could not guarantee me that the phones will not be cut off on Thursday (SERIOUSLY ???) ... One day, and I have medical issues (deeming it VERY NECESSARY) to not get disconnected. So, I found it weird, to say the least, when I asked to speak to a supervisor, then 2 seconds after... "Click", I'm talking to myselfI'll have to see how tomorrows call back goes... How long I'll be on the line when I politely (as I did today) as to speak to a supervisor!!! My oh my, what an inte

I live near the border and often travel across the border to get gas.  I was charged roaming charges the last two times I did this, despite not even touching my cell phone, let alone using it.  Please remove these charges.Thank you.

I opened a new account with Koodo on Jun 6 (transferred from Bell to Koodo). Yesterday (June 18), I checked my credit score with TransUnion and saw that it was significantly dropped 95 points, from 718 to 623. The things is in the billing section in Self-Serve, the bill is not due unitl July 10 which I have more than 3 weeks ahead to pay my bill.In my credit score report, I saw that I have an open account with Koodo with $0 limit. Why would my Koodo account on my credit report have a limit of $0 when I need to spend a certain amount for my monthly phone bill charges? I believe this causes credit bureau perceives that I am going way above my “limit” which doesn’t make sense. Please help! 

Hello , I have been charged for three days of Easy Roam.I did not activate easy roam upon leaving the country.I have only ever used Easy Roam, on a day to day basis, by sending an SMS reply to Koodo system directly. I have been with Koodo for a long time (2011) and have always appreciated this layer of protection against unwarranted roaming charges. How do I go about getting credited for the 42$ in charges that were not requested?  Thanks, Ben. 

Unable to update my city location (Quispamsis) from NB to my billing address.  The city location choices are limited over there!!!  What's up with  this system?  I never deal something like this before!