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Billing & Payments

All discussions about Koodo billing and payments.

  • 1,109 Topics
  • 4,134 Replies
1103 Topics
Damanpreet Bajaj
Damanpreet BajajConnector
asked in Billing & Payments
Completely Unacceptable: Service Failure, Unjust Billing, and Refund Demand

I am beyond furious with the appalling service I’ve received from your company. I’ve been out of the country for the last six months, and my SIM card has been completely useless this entire time. Despite several attempts to fix this, I’ve had no support, no response, and my service remains non-functional.What’s worse, you continue to charge me every month for a service I can’t use. Now my bill has skyrocketed to $600 for absolutely nothing. This is absolutely outrageous, and I will NOT be paying this unjust bill.I demand an immediate refund for the charges you’ve added during this period when the service was useless. I will NOT tolerate paying for something I couldn’t use.Since my SIM is not working, I am NOT reachable by phone, so you can contact me ONLY by email at ***@gmail.com.Fix this NOW, or I will escalate this matter to the Commission for Complaints for Telecom-television Services (CCTS) and explore other service providers. You’ve pushed me too far with this complete failure of

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SanthoshMunibabuRockstar
asked in Billing & Payments
Stream+ Launching Netflix with wrong emailed

Hi team, Below is the my account number, Recently i have subscribed to Stream+ Basic 10$ plan, When i try to launch Netflix from Koodo it redirects me to wrong email “s****@email.com”(which doesn’t exist) instead of “s****@gmail.com”.Also Netflix billed me again for a month apart from Koodo stream+ billing. To fix first thing i need to check why Koodo taking me to wrong email id which doesn’t exist “s****@email.com” and then i need to talk to Netflix customer care.Account #***39, Wrong email: s****@email.comCorrect email: “s****@gmail.com”

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LLBrookCoach
asked in Billing & Payments
Switching from PUBLIC to KOODO I was billed by both. How do I get credit from PUBLIC?

The Telus store reps said that when switching from PUBLIC to KOODO that I wouldnt be charged for the old PUBLIC account as the phone number was registered to KOODO. However, I was billed by both PUBLIC and KOODO. How do I get a refund?

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Theresa0025Beginner
asked in Billing & Payments
payment with International credit card

How can I use my international Credit Card as payment?For some Reason my Visa Credit Card can't be registered because my Postcode is not a Camadian one and is not accepted.

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Flo Koodo
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muhConnector
asked in Billing & Payments
Why did my monthly charge increase from $29 to $32.77?

Why did my monthly charge increase from $29 to $32.77? When I check in my Koodo account, it still says my monthly bill is $29.00.

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Jen OttawaRockstar
asked in Billing & Payments
Monthly Fee Went Up for $20

After using Koodo for 2 years, my monthly bill went up $20 in December.  Is it because the promotion ended in 2 years?  How come you offer new customer the credit but not giving to existing customer? I would really appreciate if the price can change back.  Thank you!

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dougwBeginner
asked in Billing & Payments
New customer charged connection fee after cancelling after one day and bought phone outright

I went to Mobile Klinik. I bought a used I-phone outright(no contract). Agent sold me on changing from Public to Koodo. After thinking about it overnight, I realized their plan was not right for me and their other plans were too expensive. I signed up the next day with Freedom. My understanding is that within 15 days no fees would be charged. Today I got a bill for the connection fee and 2 days service. Should that not be waived per law?

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mariamurrayConnector
asked in Billing & Payments
Billing won’t load and shows error messages

When I try to view the billing section of self serve. This screen pops up. 

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Dinh
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RoshelleBeginner
asked in Billing & Payments
Charge dispute : I was charged 724CAD by kodoo for long distance call, the attendant messed up my plan

I was wondering if someone has same case with me or experience same with kodoo services. I was charged 724CAD for a long distance calls.  So on December 27, 2024 I saw this promotion in West Edmonton booth “ get 60gb for only $34/month plus get unlimited long distance” I specifically ask the lady if the country that I want is included on the free long distance call and she said YES so I took the plan. After she printed the contract I told her that the email ad on file is wrong but she told me that it’s ok I can just change it on my app and if I have any problem I can contact her anytime and I was on a rush  as I still have to drive for 4-5hrs to get home in a snowy weather and so I wasnt able to check the other details.I was waiting for a bill since January but did’nt receive any message from my phone, I tried to call the customer service but it was so hard to connect with them so, February 7,2025 I receive a message saying I have to pay CAD216, aside from my busy hectic schedule, I ca

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Dinh
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Luc2000Beginner
asked in Billing & Payments
Debt Collection Agency Confirmation

Hello,I owe some amounts to Koodo. A debt collection agency has been hounding me using very inappropriate methods. That aside, I need to verify with Koodo that this debt collection agency is legit, and that they are indeed contracted by Koodo, and that payments are to be paid to them, and that to know the timeline to have my debt removed from my credit history after the payment. I’m hesitant to pay anything to anyone until I have verified that they are who they say they are and indeed legitimately contracted by Koodo. I’d very much like to have it resolved asap personally too, but through the correct and appropriate methods. Thanks. 

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TinkeringAbroadBeginner
asked in Billing & Payments
Still being charged after cancelling my plan

Hi there,I cancelled my plan for December 5th, 2024. However, I just received a charge for Dec. 29th-Jan. 27th 2025. Should I still be receiving charges like this or is it an error on Koodo’s side?

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Flo Koodo
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LunaBalooBeginner
asked in Billing & Payments
Koodo Internet Billing

When I signed up for Internet, it stated that the equipment and set-up fees are charged to your credit card, but that going forward for monthly charges, you would have to request automatic payments to your card if that’s what you choose.  I don’t want my card charged.  I want a bill and to be able to pay it on my own.  You can’t state one thing then do another, that’s not good customer service.  How do I change this?

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Dinh
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ClarBeginner
asked in Billing & Payments
airtime billing

January 7th/2025Soooo, I added my credit card info yesterday for koodo to bill me so that I get the $5 discount every month. Why am I seeing a $0.01 airtime charge on my bank account? I have unlimited minutes.

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Dinh
Uzair Khan
Uzair KhanBeginner
posted in Billing & Payments
seasonal hold -already out of country

Hi,I would like to put my account -***-****-**40 on seasonal hold for the next couple of months as I am outside the country. How do I go about doing that? Thank youUzair Khan

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Darius Koodo
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MaiLangilleBeginner
asked in Billing & Payments
Large unexpected phone bill

I have a particularly large bill this month, as I was out of the country to visit family, and ended up having to make some phone calls back to Canada for medical reasons. It may be difficult to pay this bill all at once, is there any way to have the cost spread over future payments? Or added to my regular monthly phone bill?

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Purple J
Purple JLeader
asked in Billing & Payments
data roaming

I was going over my monthly charges and I noticed i got charged $10 for data roaming.  At the time I was in my home, probably sleeping.  I am in Southern Ontario Canada.  How do I get this charge removed.  How do I keep from getting roaming charges in the future 

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Georgia Koodo
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NickiGConnector
asked in Billing & Payments
Cancellation not completed

I messaged on this board a week ago about a cancellation not being completed when I moved out of Canada. The mobile plan has now been cancelled, but the internet still has not even though I have already returned the hardware. When I log in, it says I need to contact customer service however, I cannot schedule a callback with an international number. I also cannot call the koodo number from overseas as it gives an error message, and your Messenger account only deals with mobile.  I ended up cancelling the streaming service myself online yesterday, but I don’t want to do the internet that way as it needs to be backdated to the date I had specified in my original request. I specifically called to cancel in advance as I wanted to avoid any challenges / overcharges, yet I’ve had to raise issues multiple times with very little success. 

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Dinh
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Laura BullBeginner
asked in Billing & Payments
Easy Roam

I recently was travelling outside of canada and mistakenly bumped call voicemail. Within 2 seconds I noticed and turned it off but I got charged for easy roam for the day. I am wondering if there is any way to reverse the charge since it was clearly a mistake and I didn’t not use any other part of my phone plan during the day. I didn’t realize it would end up charging me until I got my bill. 

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Darius Koodo
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XuehuiBeginner
asked in Billing & Payments
Regarding my bill

Hi there, yesterday I received my latest bill, from January 4th to February 1st. However, I switched to another carrier on January 3rd. I hope this is a misunderstanding, not your random charges. I hope you can cancel this bill as soon as possible.

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Darius Koodo
Juli-Ann Mck
Juli-Ann MckConnector
asked in Billing & Payments
phone issue international travel

I am sad to go as you have been such a great provider for me in the past . in the past, I have had excellent service, but this trip I have had no help at all.  I am travelling internationally and have tried to reach out to your representatives various ways. I need phone cancelation as no help  regarding international travel and stay. I have friends from Poland that mentioned freedom mobile. do you guys have a similar plan? If someone reaches out to me and helps me regarding this issue ASAP I would like to stay with you, but the bill is unreasonable as I have had issues the whole time during my travel. Thank you for any help provided. - Juli-Ann     

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Juli-Ann Mck
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pardistConnector
asked in Billing & Payments
Charged double the amount for the past 2 months and cannot get a hold of a customer service rep

My bill has doubled for the last 2 months with no reason. I came back from a trip in which I used the roaming and was charged for it 3 months ago. Since then, the same amount of bill has been showing up for the last 2 months and when I look into the details it does not even mention why. The last roaming date was December 18 and that bill has been paid in full on time. But all my bills since then has doubled for no obvious reasons, and I have not changed my plan either. I tried contacting customer service but so far I’ve been unsuccessful in talking to someone about this. This is serious matter and needs to be taken seriously.I had higher expectations from Koodo, but now I’m thinking of changing my carrier.

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NotACustomerBeginner
asked in Billing & Payments
Email E-Bill Notification - Not A Customer

I have been getting emails for a while now for one of your customers, but I am not your customer as I live in the UK. How can I get these to stop?

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Flo Koodo
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SEONHEE KIMBeginner
asked in Billing & Payments
Blinging

Hello,Last month, I never used roaming and I tried to inquire because I heard there was a history of roaming but I missed the day I paid because I couldn't connect. So I don't understand that there is an additional charge this month. I tried to ask many times and it didn't connect. Is there a solution?

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Flo Koodo
Neimor Selena
Neimor SelenaBeginner
asked in Billing & Payments
cant reach an agent to dispute unauthorized account activation

Went to Walmart in Saskatchewan to pick up a device after speaking with an agent on the phone said she would set me up with postpaid .Walmart couldn't find any record of the said account ,while the rep at Walmart was trying to help I spoke with another agent on the phone he said the account hadn't been created properly by previous agent and that he could do it ,I said I would agree to the contract if I was provided a device he said yes I could get a device on the contract but that I would have to go to Walmart in Naniamo B C  n that was the only way i could get the device I explained I was in Saskatoon Saskatchewan for a wedding and was unsure of when I would return to B C. . So I told him not to go ahead with order . I'm still in Saskatchewan, I still don't have a device or Sim card for the said contract but was finally able to access my email and frustratingly koodo has been billing me for the last 4 months for a product I never received nor used and did not authorize account activat

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Flo Koodo
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HJSConnector
asked in Billing & Payments
Self serve bill issue

I checked my self serve and found out my bill and it says I have a balance to pay Due by: Jan 27, 2025 even though I paid it in full on Jan 3, 2025. Is this an error? 

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Flo Koodo

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