Billing & Payments

Hi there, I was travelling in mexico for a month and used an e-sim while away. I had my roaming cellular data turned off,  and had the e-sim as my primary, but kept my phone number active as I still wanted to receive texts and incoming calls. From what I had read online I would only have the easy roam turned on when data was used and since I had turned this off, I assumed I would not get charged the $15 per day. Here is where I’m not clear what I did wrong. I received a 1 min phone call that I answered while away. (it was a restaurant confirming a reservation). When I got my bill, that call some how triggered the easy roam and I was charged the $15.  I was under the assumption that this charge would have come through as a pay-per use . Can you provide assistance as to what I did incorrectly, and what I need to do so that this doesn’t happen again. My hunch is that I should remove the easy roam, but perhaps there are other options.  Thank you! 

I am new to Koodo and received my first bill. I got charged for 2 messages sent to the US from Canada and my plan includes unlimited international text and picture messaging sent from Canada. Why was I charged ?

Got text says I'm roaming in the US and the charges. I'm not in the US. Why am I getting this and how do I stop it?

Paid bill April 4th, was received by Koodo April 4th and yet was still charged reconnection fee. (New cycle started April 5th).

I am located in Toronto and my partner is located in Greenstone, ON for work.Both of our phone plans are with Koodo and we both have Canada-wide minutes on our plans. However, my partner was charged for long-distance calls. What is going on?

Hello! I got a bill of 69 $ instead of 50 $. I was connected to Koodo on April 4th on a plan 50 $ for 25 Gb. How this bill can be fixed? 

I previously was given an extension for my payment to April 28th, but then i was also given a payment arrangement afterwards that says i need to make the first payment by the 26th of April. My check for work has a hold on it that i can't get released, im not sure it'll be released in time for the 26th. I'm wondering if i still have til the 28th? or does the payment arrangement cancel out the extension?

I’m unable to pay my bill - I have a total of $121.75 due by April 3rd but the “Pay Now” is greyed out and it says the amount is $0.  

Hi I got an urgent mail about payment required to avoid service disconnection but i already paid my bill 2 days ago. It says today is deadline to keep my account and I think it takes time for the money to be processed (also it’s sunday right now)In this case, will the service be disconnected?

On my 1st bill I have the following charge “Equipment Exchange $10.00”. It’s lodged under “Monthly Charges” I haven’t a clue what this is for. Anyone know why I’m being charged this?

Why are they still trying to charge $320 + $10 for 24 months for basic tab on a phone only worth 399 on the google store?

I’m on prepaid account for years, I have Automatic Top-ups Enabled with amount $15 monthly, I use to get a 10% discount on the Top-ups amount - $1.50 per month, however, I have just discovered that the 10% discount has been missing since June 2022. Could anybody help?

I sent money to pay my bill yesterday from my mobile banking app, and it still hasn’t shown up on my self serve. My payment is due on the 24th. Will I be charged extra if the bank doesn’t send the money in time?

Hey there, While trying to pay my bill, I hit the "pay tab balance" button. Can I reverse this? Please help!  

Hello, I tried to find a phone number to reach customer service and found that there were none.I am trying to talk to customer service about my billing as there is an extra charge. The charge is only in my billing and not in my usage folders, and I’m not even provided with a date for the charge.I have already reviewed my bill and asked the Koodo assist digital rep for help.How do I contact someone to get more information on the charge?Thank you.

have been charged for easy roam for the month of mar/23 when easy roam was cancelled around 1st of march. How do I contact someone to get a credit so I can pay my bill??

Hello! Just wondering if getting charged PST in bills even after moving to Ontario is normalThanks!

Hello, I have a wrong Roaming charge in my current bill and Koodo assist is offering a Callback to discuss the issue. Will I be charged a roaming fee for the Callback call if I am still travelling? Or is there any other way how to connect with Kood customer care?

un client honnête et qui ce dit chip shot koodo, pourquoi nous vendre un supplément de GO internet,quand vous vous savez très bien, QUE LA CAUSE EST HYDRO QUEBEC, panne de courant, j,aime être honnête et j,aime que l,entreprise le considère, bien a vous: 

You are by far, THE WORST CELLPHONE PROVIDER I HAVE EVER HAD THE DISPLEASURE OF WORKING WITH. When I call Koodo, I WANT TO SPEAK WITH A LIVE PERSON, not doing this Koodo assistant crap/we'll call you tomorrow B.S. You guys better get your shit together and provide better service because I will absolutely pay my phone out and move to a different provider.😡😡😡😡😡 Your lack of professional service sux!!

I would like to combine my accounts because I started two by accident. It is same name, email, and address for 2 lines.

Have not been able to download past bills since January 2023.  Keep getting an error message.

I am trying to find out how to cancel my fathers plan; he has had a stroke in BC, and no longer has capacity; however I am in the UK. The only details I have are his phone number. The automated self service is of zero use, since a call back only occurs to either his number, or to a “non international number”. The Koodoo site is not forthcoming in terms of contact options; I found a number, called from the UK, then after pressing series of options was told to choose the call back option on self service, at which point the call disconnected!I would welcome any suggestions! Whilst I am more than happy to pay my Dad’s outstanding bill, I also need to cancel his contract, and draw a line under this.

My amount due is higher than it should be. I believe it’s saying I owe for February but i paid that month. 

Hi,  I came off a seasonal hold, 1 month ago. I received my monthly bill today and the seasonal hold and monthly plan charges were accounted for, but it looks like I've also been charged for another full monthly plan on top.  Could someone take a look at this for me please?