Billing & Payments

Hi Koodo Reps, an accidental Tab payoff was requested in Self Serve for phone line ending in 6923. I did not mean to pay off the Tab early. Could an official moderator please access the account and reverse this Tab payoff request back to the monthly setup? Thank you!

My account was suspended due to non payment but it has since been paid in full when will it reactivate or how do I call to fix this i need my phone today im waiting on a call from the court regarding my divorce.

I have downgraded to Stream plus with ads as I find the price for the premium too expensive. I paid the code for the subscription 3 days ago. Now today I have been charged $45 for about her stream subscription that I did not order. I have tried calling Koodo and am sent a link to speak to an online rep but the online rep asks me to confirm my account and phone number and when I do, it asks me to confirm again. I click yes to confirm my phone number and it responds again with the same question asking if that is the number I am inquiring about. I said yes about 10 times and kept getting the same question and no further help. I tried asking to speak to a live agent and again it says to confirm my number. I have tried multiple ways to speak to somebody but I get blocked everywhere! I do not want this other subscription and want to be refunded the money they just took. I was charged twice in 3 days and this is unacceptable. It should not be this difficult to speak to someone. Please help

I have a missed payment with koodo and I have been with them for 15 years I called to see if they would help remove it as I paid account to zero right away but no one could help me, has anyone else experienced this?

I live close to the US border in BC, have not travelled across border but have gained some hefty roaming fees, I’m looking to have them reversed from both phone lines connected to my account. Thank you!! 

I signed up for internet and streaming last novemberI was told the charge would be $35.00 plus $10.00 for streaming. I get charged $39.55 plus the $13.56 ,However there is always another charge of $25.99 that I have never signed up or agreed to You can listen to my phone call while settingthis up. The only charges agreed to were $35.00 for internet/ cable anf $10.00 for streaming. Please clarify asap a d correct the error. It is impossible to reach u by phone. Please call me or email me

My Google Pixel 10 Pro Fold was stolen last night, and I bought a new phone (a new device). I'm having trouble getting a hold of somebody to issue a new e-SIM card. I don't want to suspend my service because there's less than a day's gap, and I can't get through virtual assist. They tell us to call Rakuto's phone number because there's no option for stolen phones. 

My son's data has been used up for the month. I tried adding it myself and then tried granting him permission to add it himself.  Nothing is working

I changed to Postpaid this last June already and I still got charged of $21 for Mobile Service. I would need someone from the Customer Service to refund me because I haven’t used the Postpaid services since I transfered to Prepaid.  I couldn’t ask directly to the chat support anymore since my number isn’t registered on Postpaid anymore so I couldn’t provide any phone number for the Postpaid Account.  Please help and refund my $21, this should have been for the other bills I have. 

My May-June bill says I have roaming charges on May 26, 2026. I was in New Brunswick Canada that day and not in the USA. Please review and revise.

I’m an American visiting Canada for slightly over a month.  I bought a Koodo SIM via Amazon before my trip.  My Koodo service has been everything I’ve needed.  I’m trying to renew my service for my last few days here, but the website is making it impossible.The customer service AI insists that the site accepts American credit cards, but in practice, this is simply untrue.  The site does not allow me to complete the registration of my card, because it requires a six-character Canadian postal code.  This is something that, as a resident of the United States, I do not have.  The site will not accept my five-digit American zip code.I have tried to contact Koodo customer service, and scheduled a callback.  But my service expired overnight, and although I can see them trying to call me, the calls fail instantly when I answer them.Is there anything I can do, or do I have to accept that Koodo chooses to make it impossible for me to continue with their service?

Have to say so disappointed in Koodo, they charged me a roaming charge because they said i used voicemail when it was them who sent me the message and when i contacted them all they offered was a discount and not to remove the charge. Been a loyal customer to them for more than 15 and this is how I get treated...wow

If my due date isn’t until the 27th then why did it come out of my bank on the 17th. And why wasn’t I told about this, I had other things coming out, I would’ve transferred more into that account if I knew it was coming out 10 days before the due date on the bill. Better communication would’ve been appreciated!!

Is my July 01, 2023 to Dec 31, 2023 Koodo Phone billing information archived by Koodo and if so is it possible for me to get a copy of it?

Hey everyone,I was wondering if anyone has had any luck getting Koodo to do a goodwill adjustment for a late payment or collection.Earlier this year I signed up for one of the student deals, but I misunderstood how the first bill worked. I switched to another provider thinking everything was taken care of, but I later found out I still owed money to Koodo. By the time I realized, it had already gone to collections.As soon as I found out, I paid the balance in full, and the account is now at $0.I'm pretty young and this was my first phone plan, so I honestly just didn't know how it all worked. Unfortunately, it's had a big impact on my credit score.Has anyone been in a similar situation? Were you able to get Koodo to make a goodwill adjustment, or is it pretty much impossible? Any advice would be appreciated. Thanks!

Hi there, I am trying to dispute roaming charges on both my own account and my husband’s from a recent camping trip near the US border (we didn't leave Ontario), but after I submitted mine, the link to “ask to review a charge” disappeared from our Billing section on our account. Will that link reappear once mine has been assessed? Thanks in advance. 

I can't pay my bill, as I don't have Canadian card anymore!!!

Hi,I switched from Monthly to Prepaid in May this year.  Now I’m getting this on my former Monthly Account:Jul 17 - Aug 16Balance forward from your last bill .............................................. $7.00 What si that for?

Hello,Could someone please flag a Koodo rep to remove the roaming charges.My son was recently travelling in Vancouver to Whistler. He was charged $16 on July 4. Could you please remove these roaming charges. The last 2 digits of his phone number is 00. Thank you. 

Hello,I have been inappropriately charged for a US roaming package, please remove from my most recent bill.Thank you,Marisa

I was misinformed that a price increase did not apply to me.  The increase was added to my account and I took it up with a chat rep.  After sending an irrelevant reply, they apologized for the error and offered to apply a one month credit of the increase.  I delayed responding because I was away without my credentials (need to repeat them over and over).  I finally found out how to get a record of the chat and the last part isn’t there any more.  I’m very disappointed with Koodo.

This is my first bill and I would like to know which date it will be deducted from my bank account …is it the Pay by date? It doesn’t show on my bill unless I missed it.

I cancelled my Koodo service and switched to other network. Why am I still getting charged ?$9 were deducted last month from my account and now again I have received an bill , why ?

Hello could you double check this with my account? Why my latest billing doesnt reflect the discount for pre-authorized payment? So i got a higher billing for the current month. Could you fixed it? Im an in back plan and they have promise that no sudden change in my plan rate would happen again. Why is it i am having a problem again on my bill?  **edited by moderator to hide personal information . Feel free to include the images again, however, make sure to hide any personal information like complete name and personal phone number. 

I traveled from Montreal (Eastern Time Zone) to Seattle (Pacific Time Zone) on 28 March 2026.I made sure to go into Airplane Mode before 11:59 PM Pacific Time on 28th but Koodo still charged me for Easy Roam on 29th because they seemed to ignore that I was in a time zone 3 hours later.This is the 2nd time it has happened and i tried to contact via Assist but got nowhere because of limited options to try to communicate the issue. incredibly frustrating.How can I get to speak to someone at Koodo to rectify this extra Roaming charge?