Billing & Payments

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 th

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?

I was charged roaming fees March 12, when in Inchenon airport in South Korea. I just changed my SIM over and was in airplane mode. I received a text telling me about roaming charges from Koodo. I don’t understand why I was charged.   I can’t figure out how to talk to a representative. Any help would be great!

Hi Koodo Community,I am travelling and I must have maxed out my phone credit with roaming fees, and it seems Koodo disconnected me. I did see notifications a couple of days ago that I needed to make a payment.I don’t think I missed a billing cycle, as it says next payment April 11. So it looks like I just presuming I’ve just maxed out my “Koodo credit limit”.I made a payment now of $80, and am hoping that will reactive things. But after a day the account is just sitting there – it doesn’t say it’s inactive anymore – it just says I need to pay the remaining $100 by Apr.11, my original billing date.My question to the community is – does anyone know what I have to do to reactivate now – do I have to pay everything off completely, early? Or just get it paid down further? Also, if anyone knows how long reactivation takes...Thank you!Tyler

If my two plans are 50 and 55 why is my bill always 116.99 before tax? 

I cancelled my service on January 18th 2023. There is a credit balance of $51.80 on my account. I am still waiting for my refund - two months later. Please process the refund as soon as possible.

Hi,I’ve been charged KOODO AIRTIME fees on my credit card even though I have Canada Unlimited and I can’t find this charge in the self service. It’s as if Koodo charged me without any trace of it on my account. Anybody can guide me on how to proceed with this?Thanks!

Trying to pay my bill through self-serve.For some reason the process of paying through credit card won’t work.I tried on separate occasions on separate days.  Same issue.My card works fine on other purchases online. Any idea on what gives?

Hi, Who could take care this Easy Roam charges?I turned off my cellular data and roaming. I restarted the phone but I still get $15 charges on every layover on my flight and  I get about a warning on a  “Easy Roam” and did a research to turn off.No Calls, No text messages and no voicemail. it’s literally an error since i have a connection flight outside Canada.  

I recently checked on my account and it was said that I have 120$ left on my tab.  My mobile is on seasonal hold since i am in abroad and i want to receive text from bank etc. So i opt to pay the tab balance so that i can choose from bring my phone plans which is the cheapest one as i need to just receive text messages. i initiated the payment but i cant choose the BYOP plan. I contacted through messenger and they said i need to pay the tab bonus which i am totally unaware. So i asked her can you help me to revert the payment and she asked to contact customer care which i cant.. since.. my mobile is on seasonal hold. there is no number to contact customer care.. +18669956636 is asking to contact through self assist.  can you help me that how can i contact them since i am in abroad and also will they help me to revert since i did without knowing it online

I was charged 36$ this month for long distance and I didn't leave Canada? Im near the USA borders. 

Hi, I was recently out of Canada for 7 days and I was charged roaming fees for all 7 days but did not use phone for calls or text except for 3 of these days . How do I get this addressed or explained to me please ? Thank you 

I have the exact same issue and questions as this related post: Please tell my how I can stop receiveing monthly bills from Koodo. I have not been with PC Mobile/Koodoo for something like 5 years.Thanks 

I have a callback appointment today and the voicemail always saying we tried calling you and will call you back again. Is there any nukber to call the customer service rigth  now? thank you for reading my query

Please explain to me how and what an ER/VC charge is?  We have numerous on our phones, while travelling in the US and there is no explanation, does not match up with our usage (lack of usage), and is not explained in Easy Roam. Not accpetable. Please advise, thank you. 

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