Billing & Payments

My credit card was compromised in February.  I had it replaced and went to self serve around the middle of February, and entered the new card information.  I received several texts saying that I had an overdue account, was charged a late fee, had 12$ extra on the February account, and had to pay March as well.  When I called my credit card company, they said that your company had used the old credit card. I have updated my credit card information on self serve again, just today.  I hope your system is efficient enough to remove the late charge, explain why my February bill was too high, and use the CORRECT credit card information.  When I tried to use chat, this was not resolvable.  When I requested a call, for some reason I could not activate the accept call button.  I have been left hanging.  Koodo is not very user friendly in terms of trying to speak to a person.  AI is not developed enough for chat to work well. I hope someone in you company can read

every time I go to self service to pay my bill it either tells me self service isn’t working right now or when it is and I make the payment, it tells me the charge didn’t go through and I need to start over.

I have 2 Koodo numbers and live overseas. We changed our phones and there is no way to transfer with QR code overseas - so the lines were redundant and not used. I have suddenly received an email saying that there will be a collection agent used to reclaim the money for numbers we haven’t even been able to use and Koodo know there has been no activity… I can’t get a callback as I don’t have a Canadian number so there is absolutely no way to contact anyone - help please 

Hi there,I am currently out of the country and would like to contact customer service. Since I am out of the country I can’t schedule call back. How can I reach customer service?Thanks,Andrey

I have been charged $99.88 for international roaming which I believe I did not use.  Could you assist and help. I have been charged twice for the reconnection fee. Could you reverse one of them. Thank you.

I set up my preauthorized payments and need to set the date so that it lines up with pay day. How do I do this?

Hi there,I have a unlimited Canada-wide plan with Koodo, but I’m  overcharged for the Airtime service.I was never informed of this fee when I signed up. These extra fees are sickening me. Can you please help me to understand what Airtime is and how I can get rid of this service and why am I being charged???

Hi, I tried to change my new credit card for payment, but I got an error message says “something wrong, try it later”. I fed up to change my cc information. what should I do? #227 is real customer service number? they asked me PIN number so I am not sure this is real number or not. I tired to VISA and VISA debit but both not updated. any advice will be helpful. Thank you!

This is 4th time I got the wrong bill. I got nearly 75$ bill whereas the deal was for 45$. I can not waste time all the time commenting like this. The Koodo service is not doing anything. I can’t waste time and comment on community every month. Fix it ASAP. And please someone flag the rep. thank you.

Hi, I left Canada on feb 1, and I threw away my SIM card, also didn’t use Koodo service since then. But I am still getting my bill and seems like I have to pay for that even tho I don’t even have SIM card? Please help me with this situation. 

I have not been able to make a payment for 2 days already. There is a problem on the Koodo page, it says that please try again later, but 2 days have already passed.

In January 2023, two female Koodo sales representatives visited me at my home. They offered me to change my telephone service to Koodo and told me that the plan to pay was $39 CAD plus taxes.On the bill the first charge came in for $55 plus activation fees, total 242$1.- They never told me that I would receive activation charges.2.- the amount to pay is incorrect.My wife called 3 times requesting the cancellation of the difference in the price of the plan 16$ for each phone line and the cancellation of the activation charges 50$ for each line.Two months have passed and I have received two bills and I still have not received the cancellation of both charges.Your customer service is inefficient and even worse, I cannot file a complaint against the people who activated these services because not even Koodo knows how they activated it. .In total, I recognize as a charge for the services offered $39 for each line from the month of February

Hello, I would like to dispute a roaming charge as I was on Canada but near the US boarder.

My bill is suddenly $10 more and I'm not sure why? There is typically this monthly credit (see in red) that appears that is no longer showing on my bill this month. There was also an additional $3 add on that magically appeared this month that I definitely did not request leading to a total $13 increase. Monthly and other charges (Dec 02 to Jan 01) $50 12GB UL Can mins SFD $50.00Mthly credit (before tax)* -$9.52AB 911 Government Fee $0.95Tab Charge $15.83

So, I decided I wanted to pay off my tab balance. Now, when I clicked to pay, it then popped up that the balance had changed to 0$. However, it didn't ask me how I wanted to pay and I don't see a charge on my bank account. Does anyone know why this is or where I could find what it was charged to?

Previous charges and payments Amount due on your last bill (Jan 31) $58.45Payment received Feb 15 - Thank you -$58.45 New charges Mobile services $63.58 GST / HST $8.27Total new charges ................................................................... $71.85Total due.................................................................$71.85 Hi, Above is previous and current charges I have received. I have 2 yrs contract and not done any changes . Its been 1 yr 3 months now. Wanted to know why these additional changes in pricing? 

Hi everyone 👋Newbie with Koodo here.I would like to pay off my Tab Balance in full before the 24 months, and I don't plan on cancelling, upgrading or changing my plan. If I do this, I just wanted to confirm that I won't have pay back the Tab Bonus and no penalties? Is this correct?Thank you in advance!

I need to change the name on the account and the email address for billing.How do I do this?

I have been trying to talk to a koodo agent for months now. That stupid machine will not let me go to an agent. What can i do here i am extremely frustrated. They keep me charging me for bullshit and i cant even call customer care to get those charges removed? 

Hi - I checked my data use (very low) and see that there are several “events” that use data when I am asleep. Usually between 2:00 and 6:00 a.m. Most are for less than a MB but this week there was one that used 35 MB! Why? I am not checking sites, receiving or sending anything. As I said, I am asleep and I don’t use my phone while asleep. When my phone is at home, it uses my wifi so data should not be touched. 

I have a contact who lives in NS, and have been charged roaming fees for text messages to their canadian number. Neither of us are/were roaming or travelling. I do not live near a boarder.Why is Koodo charging roaming fees here when the contact’s number is both Canadian and not connected to my account in any way? I see several guides from Koodo and community suggestions on how to prevent this. That being said, it should not be a customers responsibility to require both their own phones, and every one of their contacts to have device specific roaming settings enabled to prevent these erroneous charges. This has been a problem for years. When is the solution coming?Regarding the charges. How can we rectify these?Regards,Scott

I was charged a roaming fee but didn’t leave Canada.  I was also charged an application fee but have no idea why.  How do I get the roaming fee reversed and more details on the application fee?  

Hello was wondering if anyone knew if promo credits take a bill or 2 to be applied?. Upgrade phone with promo upgrade375 supposed to get 25 dollars off for 15 months. Just got first bill and noticed no credit wanted confirm if missing or will take awhile apply. Kind regards 

My usage shows a roaming charge at 2040, then again at 0135 the following day in the same country. I know when traveling to different countries in the same day with different roaming prices you get charged twice but this is not the case obviously.

I am presently out of the country and spoke with Koodo regarding putting my account on seasonal hold.  This was to take place the first of November.  It has not been placed on seasonal hold and I am being charged full price for my plan.  I need this to be corrected.  Any info would be appreciated.