Billing & Payments

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?

I switched from Telus to Koodoo and my first bill was due 11 April 2023. The person whom assisted me confirmed he loaded the auto payment on  my card and I had to approve it on my side as well. Came the 13th of April I received an email saying that the balance is past due and to make immediate payment, which I did.  Now after they confirmed payment was received my account still shows as past due but the new balance only due May 8th. I truly cannot understand how the billing works? The first payment was $224 and the new payment due May is $136. Why does it still show I am due over $368 after payment was received. This is going to reflect badly on my credit score but I did pay the account.  

Just logged into my account, has a balance of $21.50 and autopay has been enabled for a million years, credit card not expired, and see my account is suspended for non-payment. How does this happened when I have a credit balance that covers the monthly renewal amount and I have autopay enabled? Apparently, I have until July 15 to pay up or my account will be shut down. Koodo - please explain this one!

Hi I upgraded my phone and when I did I was told I would receive a 75 dollar credit. Just wondering when that will be? 

Hello,  New to the community. I am trying to find someone who might be able to help me reverse an easy roam charge.I am currently travelling in Thailand and was receiving a phone call. When I reached into my pocket to cancel the call it accidentally picked up. I quickly ended the call but have found the easy roam charge on my usages on the self serve menu. Would someone be able to help me maybe get this charged reversed? I was hoping since it's an accident and my first occurance that perhaps this could be done. I understand if it happens again then I would be out of luck and it's my bad.I can't use the callback option as I don't want to receive more easy roam charges. I tried the verified (blue check mark) Koodo Facebook messenger page and got in touch with someone there. They asked me to verify my login thru a url which I did but after that haven't heard back from the messenger. Now I'm concerned.Can anyone help me with the reversal

I returned to Canada from the US on March 25, 2023,  it looks like I was charged for Easy Roam from March 25 to April 10, 2023.   Please review & advise.

I can not replenish my account through self-service, the button is gray. :( What could be the problem ? 

Hello,Can i get a pst exempt form for first nations please?

KOODO violated my credit.I have purchased a new phone with a network from KOODO on DEC 2022 where I gave my address ID and my credit card information for pre authorized payment and initial payment of CAD 50.I had no issue for first 4 months with their service. Every month I get message saying, ‘your billing date is near’ and once the date passes the service continues presuming the payment is automated as I have already provided my credit card information. After 4 months , I got a message saying I have past due of payment of 4 months and need to pay immediately. So then I dig into the issue and found that my credit card information is missing in my account. Later I paid the balance and went on. But apparently after couple of days I realized that my credit score went 124 points down!. I contacted Tranunion and they confirmed that the score was affected because of KOODO. Then i called the network to check the situation. They said they sent a message to me about my pay

I am planning to go travel for two or three months, and I will not use koodo mobile plan for that period of time so I want to temporarily deactivate it. But I also want to keep the current plan and all the adds-on I have and continue use this plan after I done my travelling. I am worried if I deactivated my plan, I will not be able to keep my current data plan, which is really great for me. What should I do? 

Dear Kuddo Community,I am writing this to clarify a misunderstanding and false charge that was included in my recent bill. As a loyal customer, I would like to request your attention to this matter, and I hope that this issue will be resolved soon.Last month, I noticed that my bill was overcharged by $121. When I reached out to your customer representative to inquire about the charge, they informed me that it was for roaming, and I paid the amount despite my hesitation. However, this month, I received a bill of $281 for receiving a call from Canada while I was traveling to Guatemala. I was under the impression that the call would be free, as informed by your customer representative before my trip.During my recent call with your customer representative, I explained the situation and requested clarification on why I was charged such a high amount. Unfortunately, after an hour of discussion, my call was disconnected, and my issue remained unresolved. I am disappoin

My phone stopped working today and I’m trying to assess my options. I only have $30 left on my tab which I’m fine to pay off but my current bill status that I’m making payments on is over $200 so I don’t know if it will prevent me from upgrading? I’ve tried to do it online and keep getting an error “Our systems aren't able to process your request at this time. Check back shortly”I also want to be able to keep my current plan which is $55/month. Would the tab plus $27 monthly charge be applicable to add to that?

I turned my phone on in Auckland New Zealand March 18th to make an important call and I was unable to make a call using easy roam. Could I get a refund for the easy roam not being available?

I am trying to pay my bill but there is an issue, it says try again. I have tried with different cards as well but it is not processing successfully.

Bonjour,Je viens de recevoir une nouvelle carte de crédit, j'essaie de payé ma facture avec la nouvelle carte de crédit, ça me donne accès refusé, je sais pas pourquoi ????Merci d'avance.

I returned back to Australia a couple of months ago and i havnt been able to pay off the account. Australian Credit card doesnt work (even contacted them) and I believe an Australian bank wouldnt work either. So ive asked on their official twitter and theyve stated i can pay via Moneygram or money order. How would i go about paying through moneygram? I require a list of information in order to do so. 

Hello This morning I tried logging into my Koodo prepaid account to add funds and was greeted with the following message:I have a $55 per month 8.5 GB plan. I have $110 for available funds and whenever I click the Reactivate Account button, the system says my account was reactivated, but the suspended account message still remains and the total paid is $0.Can anyone help me on what I should do?

I had issues placing my order online last week so called to get help. They were not able to help as phone was available online only. They mailed me a sim card which was already activated and showing I owe for a bill on the 25th yet I haven't even used the sim yet.  Tried to order the phone online I wanted and even though it still says online only to purchase when I go to purchase it says it's only available in the store. Why?  Credit check has been completed and I am approved. Why am I have so many issues ordering the phone now? And why is billing started on a sim I haven't even used yet? I just received the sim an hour ago.