Billing & Payments

Hi there:Similar to others, I am frustrated at the shady practices exhibited with a sneaky price increase with no prior notice let alone a 30 day notice as required - no text message, no email, no statement notice. My April statement was made available today and it is only a screen pop up message that alludes to the $7-8 price increase which will be charged in 15 days. Let’s not even get to not having a legitimate support option - regurgitant AI messaging and forums is not it. To add insult to injury, Koodo indicates the charge is due to my having changed my plan which is false and misleading. When I in fact try to browse other plans, I AM NOT ABLE TO as a message indicates I have recently changed my plan and must wait for another billing cycle. I have not made any changes…. the low cost option to other telecom companies with subpar network coverage is showing its colours.Get your act together, Koodo. 

Hi there, I need to get the easy roam charges that were charged in the last 30 days to both my phone lines reversed. I live in BC close to the border but have not crossed into US. I have taken advice from previous reps but am still noticing I am being charged for easy roam occasionally

My $50 60GB UL min Plan SFD (5G Speed) plan suddenly became a $55 plan with no notice. I’ve gone back and looked at the past several months of invoices, and there is nothing to indicate a price increase coming. How can Koodo make a change like this without providing any information (that I can find)? It seems like I’m not the only one who has experienced this, and I’d like some clarity.

Today Saturday 2nd May, instead of enjoying my weekend, I wasted 2 hours on the phone just to cancel the bad internet service, nobody answered. I scheduled a call back. They called after 2 hours and again they put me on hold for another one hour!!!!!And they call it a service?! KOODO CHOOSE HAPPY!!No I'm not happy at all. It took me 10 seconds to log in and cancel my fizz internet. Moving to koodo was a big mistake when a koodo agent knocked my door and provided me with an offer (same price double the speed). Actually, I had many disconnections while watching a channel so I decided to go back to fizz. It took me 10 seconds to reactivate my fizz service and never had any issue with their internet. Now I wasted a day just to cancel this bad service.This is absolutely ridiculous, I'm gonna call the CRTC to find a solution. No more wasting time with those scammers. 

Hello, our Account ******** was charged roaming fees but we have never been to the US. The roaming charge happened whlie we were in Victoria. Could we please have the $32.00 roaming charge over turned? Thanks!

I was charged for easy roam but I did not leave canadaThanksLisa

Change my billing date please.I’m now going to have to pay roughly 200$ off a 116$ bill because I was charged on a new date now that I added a phone number to my account main account.Either way it does not work out this way. I need my Payment ( auto withdrawal date ) to be on the FIRST WEEK of the NEW MONTH. I have now just MANUALLY paid my bill an expect a SIGNIFICANT SURCHARGE from my Bank.Please change my billing date in my file to a more reasonable date ; not the ending week of the month ; but AT THE BEGINNING OF THE NEW MONTHS PLEASE choose a number from 1-7 Monday through Sunday.Thank you

My koodo plan has cost the same for over a year, but it increased by $7 in the latest billing notice. The previous month’s billing does not indicate this anywhere.On self-serve, there is a notice explaining why it’s more expensive. It declares $12 in added charges due to a plan change -- I have never changed plans. Zero additional incurred charges. Obviously scummy and good enough reason to switch carriers as is. I have been entirely unable to reach customer support also (classic). For convenience alone I’d stay for the same cost, but I’d like to hear

While visiting Port Renfrew in mid-March, I was billed for Easy Roam even though I was always in Canada.  I live in Victoria, BC.

Good evening, I setup my Son and Daughter phone plan for $23.95 on the sameday 2 months ago. Now Son phone plan is increased up to $36.95. I want to know why? And need to speak to Koodo rep to adjust my Son phone plan. Thanks, Aaden

Hello, I’m looking to understand why my bill is higher than my usual monthly cost? I don’t see any additional charges added to my bill. Thank you.

HelloI hope you are having a good day. I requested to cancel my service effective March 26th,2026 via phone twice.Both representatives confirmed it.However, I just received a bill for April.I have already left Canada and moved back to my country, so I cannot use the phone or call suctomer service.Please verify my cancellarion request recorded in March and reverse all charges after March 26th.Also, I was explicitly told by the representatives that there would be no additional charges or remaining balance to pay after that date.I was told that all my balance up to March 26 was fully settled and there would be no further charges.And I want to close and deactivate this account and mobile phone number permanetly without any outstanding balance.  I would appreciate your prompt assistance in resolving this matter as soon as possible. Thank you

My billing due date is on the 30th and it is the 30th today. I just bought more data from a local store but I am unsure if I should add it to my account now or should I wait until the 1st? My question is, Will my data reset and go back to 0$ on the 1st even though I just bought data today? (Does data reset itself on the first if the billing due date is listed for the 30th?)I hope I worded this right and someone responds ASAP. I really do not want all the data Ì just purchased today to go to waste if my data resets tomorrow. I don’t want to have to purchase more data TYIA ETA: btw Ì am a prepaid costumer *

I rec'd an email to move from Koodo to Telus. Went to same store and switched my plan with the phone I got from Koodo. Now am billed $185 plus taxes for I assume early cancellation but I'm with basically same company and same phone. Can this time owned not just get transferred. Wendy Hunt

I have roaming costs on my bill, we live on Vancouver Island and have not been in US but close to WA. please change our bill and take the roaming cost off. There is no chance in hell that I will travel to US the next few years. thanks 

How to get talk and text for $22 / month net in Alberta since both Rogers and Bell are offering me this? I have been a TELUS customer for 40 years. Koodo Customer support wants $27.24 net.

Hi, I am hoping to get some help with unintentional Easy Roam charges on my account between April 25 and April 29. I was completely unaware my phone was connecting to the cellular network, and the usage logs show very small amounts (between 2MB and 19MB) on these specific days. This was strictly background app data leakage, not active usage. I recognize there was active usage on April 24, but could you please review the background leakage for April 25-29 and waive those specific daily fees as a one-time courtesy? I have now completely disabled my Koodo SIM to ensure this doesn't continue.

It appears only one line has the 23.75 promotion applied. Any way to fix this? Not sure what happened. 

I signed up 4 lines of $25 80GB plan CAN-US-MEX last month with PAP, the first bill came with $35 with PAP, didn’t see the 11.3 credit mentioned when I signed up.anyone help me to check?anyone have same problem?

I cancelled my line last month and have already settled all billing. I was surprised to see a $10 charge labelled “Cancelled: Pre-Auth Pay Discount.” As I no longer use your service, this charge seems inappropriate. Please explain this fee and remove it if it is incorrect. 

I am a user on my husband’s account (monthly).  I want to port my number to my own (prepaid) account. 

Good afternoon, I recently returned from a trip to Ireland and have 5 roaming charges on my bill ($86 worth) for the following dates: March 20/26, March 21/26 x2, March 31/26, April 3/26.  It says the duration for each is only 1 minute (I did not place any calls, etc.) I used a Saily esim when I was in Ireland so I am thinking my roaming was left on by accident (not sure if the plane picked up towers in the US, UK, etc)? Are you able to remove these charges?  It would be greatly appreciated as the esim I bought in Ireland was also very expensive. Thanks so much! 

I was billed for Easy Roam though I was in Canada, I live on Vancouver Island. Data roaming was off.

I cancelled my account on March 26, 2026, and received a bill in April stating that I owed $10 plus tax for the cancelled pre-authorized payment option. Why? Interestingly, it says on my bill that the funds will be taken from my bank account (which should be impossible if I don’t have pre-authorized payments anymore)

I have 5G partial charges? roll over? what are these