Billing & Payments

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 disappointed with the lack of att

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.   

I was near the Quebec border and my easy roam triggered. Is there anyway to cancel or flag this? I was not in the US.

Ported in last November and my two referral credits still have not yet been applied to my account.  Please help.

Hello, I have a big issue with koodo right now. I’m a university student from Peru, and when I did an exchange to vancouver, koodo offered me a service, they gave me a sim card but I never used it.I kept receiving emails to activate my account but I blocked so I no longer received more emails from koodo.A few months have passed, and yesterday I received an email that says that I will be assigned to a collection agency if I don’t pay the service. I want to pay but I’m no longer in Canada and I don’t know where the SIM card from koodo is. I try to login but it says that I can’t login with my email and also can’t login with the phone number they gave me. I want to speak with a rep but they don’t make international calls.I really want to solve this problem and pay in order to avoid to be assigned to a collection agency.Can someone please help me? I’m really worried

Had to cancel plan to move to a different country, expected to pay remaining tab balance but have two charges on my final bill. I am being charged $462.00 for Tab Debit - Cancellation in addition to $527.90 for Tab Bonus Debit - Cancellation, why is this? Can anyone explain why they expect me to make these two payments?

After about 20+ calls to Koodo over the last 14 months Freddy was the only one out of 20 +  promising agents to call me back. This has been a long an frustrating year +. Having been charged for a phone for the last year for a phone I never received, spending 30+ hours trying to get this resolved. Very frustrated for wasting so much time on the phone and numerous visits to a Koodo kiosk. Government involvement and Court was my only next step I could see, But thank you Fredy for caring enough to get back to me. Hopefully this is the end of it. They say it will take over a month to get my $1200+  refund back. Feeling very disillusioned with Koodo. I'm thinking they should compensate me for time wasted. Almost disappointed I didn't make it to court to get paid for my time. But I know that is wishful thinking. Thanks for making it to the end of my rant 

For some reasons, I paid my bill twice in February. And again, I paid my bill one more time in March. Do I have to pay the April bill. I’m a monthly customer.

I finally paid off my Koodo tab on my last phone bill on March 6th 2023. My bill while paying off my tab is $77 (even though Koodo charged me $88 for no reason for the last year 🙄🙃) I have confirmed several times my tab balance is $0 yet Koodo is still saying my bill due for this month on April 6th is $77?? Should it not be $40 something now that my tab is paid off? How would I go about getting them to change this? I refuse to pay them anymore money than I already have. 

How do I schedule a call to explain unexpected charges on my bill?

Hi, I was just wondering if click2pay is legitimate. I used it when I received a payment reminder and now I'm second guessing it.

My uncle recently passed away and my cousin is paying his bills and his phone was through Koodo. She still doesn’t have access to his bank accounts but can get a cheque made at the bank to pay the bill. Where do we send the cheque? What is the billing address for Koodo?  thanks. 

I received my first bill, overbilled for connection fees and monthly charges in November 2022. I reached out to Koodo customer support over the phone and the store manager in person several times to get my monthly bill adjustment. Meantime, I continue making partial payments.My bill was finally adjusted in March 2023 (it took 5 months) but now I am asked to pay late payment charges for all months except last month. Wondering how I can dispute the late payment charges for the months starting November 2022. 

just purchased a phone plan with koodo online and they say it would say 1-2 business days to get my sim card, am i able to go into a koodo store to get it earlier? i would like so if possible as i need my phone for work thanks. heres the order number if that helps HFO35314351.

I recently returned from a week in Mexico where the resort offered free WIFI.  I never left the resort, so did not access any data.  However, I was charged one minute per day on Easy Roam = $14 x 7 = $98.  Is this a legitimate charge?   I have used Easy Roam in the past in other countries and have only been charged when I use data when not connected to a hotel WIFI.  What am I not understanding about this current charge?  Do I have any recourse for a refund? 

I chatted online with koodo bot on Feb.24 to cancel my account. The bot said someone will reach me for the cancellation since I’m currently out of Canada.  No one reached out and bill continues. Easy in, hard out.  

I have been setup on auto-payment with my Amex since day one with Koodo.  I rarely login to Koodo as this is a phone for my daughter and the bills are consistently $65 and paid automatically.Last month, I received a notice from Credit Karma I had been tagged with a late payment (my credit score WAS 875, I would never let that happen)!!  There was no record of declined charges to my Amex, no notifications from Koodo that a payment was late, or from Amex that a ~$65 charge was declined - which would have immediately shown on my phone.I logged in right away on Mar 13 to the billing page where it stated I was behind 3 months!!!  What!?  I immediately paid the balance ($221).  As a precaution I also updated my pre-payment method to another card (although 100% unnecessary).I have now logged in again and I have a warning that if I don’t make another $75 payment by Apr 4 I will be subject to late charges!  What is going on?  Please contact me asap.   The money is one thing, this erroneous bill

I am currently in Japan and noticed on my account 2x charges of $15 under details of ER/VC which I understand is for Easy Roam charges?  I have my phone set to data roam off and I have not made any phone calls nor have I sent any text messages and have not used any data whatsoever.  How do I go abouts getting customer service to look into this and reversing these charges? Thanks

We'd like to upgrade both our phones online. Can they be done one after the other or do we have to wait longer to get the second upgrade?Also, do they accept Visa Debit?