Billing & Payments

I received a roaming charge on July 4 but never left Canada at all. 

URGENT FORMAL COMPLAINT – 3+ Months of Unresolved Billing & Account ErrorsHello Koodo Customer Care,I am writing because I am beyond frustrated with the ongoing problems with my account. I have been trying for more than three months to have these issues corrected, and despite numerous conversations and being told things were being taken care of, I logged into my account again only to find a balance of approximately $202 and discover that the changes I was promised STILL have not been completed.At this point, I honestly do not know what else I am supposed to do as a customer.My grandson's line was supposed to be CANCELLED. Prior to the cancellation, I had placed the line on a $15 vacation hold. I was subsequently told the line would be cancelled, yet I have now discovered that it is apparently active and working again.I did not ask for this line to be reactivated. I specifically asked for it to be cancelled.I am also having ongoing issues with my granddaughter's line. She had been o

I started using Koodo 3 months ago and I made a payment via my bank app for the month of June and July 2026. This August I was charged $ 125 via prepaid putting me on overdraft with my bank account. I need it to be refunded. This is my number ********60**edited by moderator to hide personal information 

Hello, My daughter got charged for a long distance call to Iran, but she never made a call. I've checked her call log on her phone and there is no record of the call. We don't have anyone we know in Iran and she didn't let other to use her phone on that day.Can anyone look into this?

Good day, I recently switched ro Kodoo and I am.looking for an email to send a copy of my check stub and employee number  so that I can avail of my Walmart discount. Please adviseDanielle**post edited by moderator to hide personal information 

i was cheated on my charges i paid my bill full up like a month back and these new charges are horrendous so please reduce the damage thank you in jesus name

I just purchased the samsung z flip 8 but a week later now, the price has dropped by $10. Would koodo be able to charge me $10 less even after the purchase. 

I was overbilled $10 on July 25 at 1:29pm. I was not out of the country so there should not be a roaming charge. How do I get this removed form my statement.

Hello, I wanted to cancel my subscription for the month of August, However I was out of the country and the website wouldn’t load and I got charged. I just got back and I can’t seem to find a phone number or anywhere to request a refund. I did not use any of the susbcriptions for the month of August. Additionally, I have been charged with something called Norton Online Security which I have no Idea where it came from! Could you please assist with my refund? this money is a lot for me and the costumer service is ridiculous! 

STOP SENDING ME BILLS I DONT OWE I AM NOT A KOODO CUSTOMER ANYMORE YOU GUYS SHOULD LEAVE ME ALONE THIS IS HARRASSMENT

I've been a Koodo customer for Over 3 Years and want to lay out a pattern that's become a serious problem, in case others are dealing with the same thing or can point me to a better path.The core issue: I travel internationally fairly often, and every time I do, I turn off my SIM so I'm not being billed for a line I'm not using. The problem is there's no real "pause" option on postpaid – just a $15 suspension fee, or nothing at all. This has led to:- An NSF fee (~$80) triggered because the subscription kept billing during a period I wasn't using the service at all.- Long-distance charges around $22/minute that I was never clearly warned about in advance, and had no way to block – the call just connects and bills, instead of being stopped if it's outside my plan.- This isn't a one-time thing. It's happened multiple times, different years, same root cause: a subscription model that charges me whether I use the line or not.What's been most frustrating isn't just the charges themselves, bu

I already setup Pre-authorize Payment by my credit card. So far it works but until last month, the bill for July was not settled by pre-authorize payment method. It accumulated to the bill of August and Koodo imposed $4.11 Late Payment Charge on the bill. Try to seek advice form “Koodo Assist” but the system keep failed to login… What can I do? 

I was checking online today to set up internet. But  I’m seeing one of the speed options are gone, and I don’t see the option for a discount if you have auto pay already setup for a phone line? Has that changed? 

I am in Canada- close to the US boarder. I am NOT in the US, Not today Aug 14 nor on Jul 30. Reverse these charges. Prevent this from happening.

Had another incorrect US roaming charge from July…..have not been to US in two years but live near the border in Niagara

I was charged for a US roaming charge on July 4th and I was not in the US.

Got email saying balance due, as usual. Went to site because I just set up auto pay/pre-authorized payment last month so this was first use of this feature. On site it shows a Pay Now option which confused me a bit. Am I meant to press pay now or should I believe auto pay means it will withdraw funds? This leads to my question, when does auto pay click in and remove funds for payment? Thanks

Hi,  I noticed I got charged extra $15 per month for three months. And found out it's charged by a third  party "Busuu". And just read some previous conversation in Koodo community about the fraud that happened to some Koodo customers in the last couple of months. I just found the text from 5490 which I blocked without replying three months ago thinking it was a scam. I just unblocked it and texted "STOP". Now I would like to request Koodo to block future third party charge. Can someone from Koodo help me with my request?

Please cancel smart watch plan. I didn’t want that 

I put my Koodo Prepaid plan on hold in the end of April because I was leaving Vancouver for 3 months to fly back home. Now, the deactivation date is coming up (August 16), and I need to reactivate it again because the plan has a lot of student bonuses for a great price. When I tried to reactivate it, my payment never ends up being accepted - always the same error! (The screen shows "Oops! Something went wrong please try again later" and it never worked later on) I have tried with multiple cards many times, still the same situation. I will be arriving in Vancouver after August 16, so please help me out!!! Need that ASAP 

A week ago, I paid my remaining balance to Koodo through mobile banking. Before paying, I called Koodo to clarify my billing and was told that I could get a $5 discount on each line if I set up pre-authorized payments using a Visa or Mastercard. Since I was eligible, I went ahead and set it up for the next billing cycleHowever, when I checked my account, I didn’t see the $5 credit, so I called Koodo again. I was then told that I should have set up pre-authorized payments through my bank account instead, which would give me a $10 discount per line.I was really disappointed because if I had been given the correct information the first time, I would have easily set it up through my bank and saved more.What upset me even more was that the representative I spoke with said it was not his fault instead of trying to help resolve the issue. As a customer, I expected better service and someone who would take responsibility and care about keeping customers satisfied.Because of this experience, I’

I recieved roaming charges on July 11 and July 15 when I did not leave the country. I work near the border but never left canada.I  need these charges removed so I can pay my bill please.

My phone was stolen and I received roaming charges. I had to pay the bill as we have 2 lines and internet with koodo. but you can only dispute charges before you pay them.

We have somehow ended up with 5 phone lines for 4 people on the plan.  How do we cancel the unneeded one?

I got a roaming charge for EasyRoam on m phone number 604 *****86 .It is for US roaming on August 2, 2026. We never left Canada. On that day, we were travelling in Northern Ontario between Wawa and Salt Ste Marie where connectivity was limited so we made a very limited use of our cell phones.