Koodo Community

- - Knowledge base
Updates
Ideas

Community
Managing your Services
Billing & Payments

Billing & Payments

All discussions about Koodo billing and payments.

1,099 Topics
4,124 Replies

When you subscribe we will email you when there is a new topic in this category

1099 Topics

Most replies

Most views

Newest first

melanie040286Beginner

asked in Billing & Payments

EPP discount form

Does anyone have the latest form for EPP enrollment? Thank you.

443

10 days ago

Athena LouBeginner

asked in Billing & Payments

Can’t change billing address

I’m unable to create a login because apparently my billing address is incorrect. I’ve put it in the correct format and it does not work. How do I get connected with somebody who can change this for me?

282

10 days ago

Moldy62Beginner

asked in Billing & Payments

Is the $5 discount per account or phone?

Hi.I recently changed my plan. Selected auto pay. Got my credit! Thanks!Now, I have ported a number from another carrier for a second line on my account for my wife.Will I get an additional 5.00 for the second line for a total of 10.00 or just 5.00 because both lines are on one accout?Thanks in advance for the info!

491

11 days ago

MikeWJBeginner

asked in Billing & Payments

Website said payment didn't go through but it did come out of my bank account

I paid $72 on my bill on the Koodo website with my debit credit card and the website said that my payment didn’t go though but not to worry because my card wasn’t charged. It was charged though and my account shows no payment was applied to my account. I have screenshots of it. I immediately went to the support section of the website to ask for help with this and it went to aTelus page saying “Our Management Team will contact you within one to two business days.” No one has gotten back to me. How do I get Koodo to recognize that I paid on my bill?

755

11 days ago

GheithaBeginner

posted in Billing & Payments

outstanding support

I just wanted to give a huge shoutout to Estefany in customer service for helping me out with two different issues. She was fantastic!First, I reached out about canceling one of my protection plans, and she took care of it quickly and smoothly. On top of that, she offered me a three-month streaming service as a bonus, which was a really thoughtful gesture!Then, she helped me with an overcharge on my billing. Estefany was thorough, patient, and ensured that everything was taken care of quickly. She went above and beyond to make sure I was satisfied, and I truly appreciate her dedication to providing top-service.Estefany is a true professional, courteous, knowledgeable, and always focused on the customer’s needs. It’s rare to encounter such exceptional service, and I’m incredibly impressed with her efforts. Great service like hers is hard to come by, and I just wanted to make sure she gets the recognition she deserves. Thanks again, Estefany for your help! Keep up the amazing work! you m

281

11 days ago

BossamegBeginner

asked in Billing & Payments

Payment taken too many times

I attempted to make payment through self serve as normal. I got an "Unable to Process" error that also said I won't be charged. This happened four times over 24 hours. Now my bank shows it being charged four times but my koodo account says I still owe. I have spent hours on hold just to be transferred around and ultimately disconnected after waiting days for the callback. Does anyone know how I can call the payment department directly? I'm about to lose it.

341

11 days ago

PeterW LeeBeginner

asked in Billing & Payments

I am charged for a phone number already cancelled

I am being charged for Easy Roam for two months while the phone number has already been cancelled.

273

11 days ago

shuotong anBeginner

asked in Billing & Payments

Easy roam fee incorrectly charged

I have been charged Easy Roaming fee during my flight trip from Calgary to Toronto in December 30,2024, but clearly it’s an incorrect charge. Please help correct it, thanks.

302

11 days ago

SatvirBeginner

asked in Billing & Payments

pre-authorized payment benefit

i just turn on pre-authorized payment for my bill. am i gonna get any discount on my bill?

342

11 days ago

R0B3R7Beginner

asked in Billing & Payments

undue roaming charges

I had recently travelled to the US. I made sure my roaming was disabled before I had left, and did not ever turn it on during my trip. I see I have 3 distinct roaming charges for calls of durations of 1 minute each, on 3 different days, of which I am certain I did not make. I kindly demand these blatant charges be reviewed and removed from my bill. Thanks.

242

12 days ago

Toronto_koodoGuardian

asked in Billing & Payments

Two Tab Charges?

This question is for a Koodo MOD who can view the details in my account.Why do I have two Tab Charges? On Dec. 22, 2024 I upgraded my device with $3 Tab charge. My bill should only have the $3 Tab charge.The $5 Tab charge was paid off from previous phone upgrade I did (i.e. Tab balance was showing $0 before I did the recent phone upgrade). Is this a system glitch? Can someone from Koodo explain this…

485

12 days ago

Oread MaeChen Delacruz GenoveBeginner

asked in Billing & Payments

Monthly

WHY AM I BEING CHARGED 101 MONTHLY BUT I JUST GOT THE STUDENT PLAN!?

211

12 days ago

EricGMBeginner

asked in Billing & Payments

iwatch connection fee online

I have 2 phones with Koodo and added my Iwatch to one of the plans, i’d like to ask if the 70.00 connection fee I incurred for having added my Iwatch could be reviewed and possibly credited.

161

12 days ago

balitadAdvisor

asked in Billing & Payments

International sms and block sending

Hi I am new in Koodo since 1 month ago. I have 3 lines. I noticed in one of them the last bill had a extra charge or sms. That line is used by my daughter. Is a US number. She told me she didn't do that. Is misterious because was made in a specific day and specific time. See attached image. Is the a way to claim it? I have the $29 x 20GB plan of Black Friday and as I know include free international sms. Also is there a way to block send international sms? Regards,

587

12 days ago

ConwayBeginner

asked in Billing & Payments

Not a Koodo customer

I recently received a bill to my e-mail address but I am not a Koodo customer and have no intention of being one. I cancelled any subscription to internet and mobility before any subscription started.

395

12 days ago

IEBConnector

asked in Billing & Payments

$0.01 AIRTIME charge on credit card, a bad omen?

How can this be possible on an unlimited plan? I am assuming that there is some sort of breach.

825

12 days ago

Hemanth421992Beginner

asked in Billing & Payments

incorrect roaming charge

Hi there, I received a new bill in which roaming charges were added incorrectly. Can you please help me fix the issue. I live in a border town. Thank you so much.

141

13 days ago

hsitas560Organizer

asked in Billing & Payments

Roaming Charges Repeated error

I have CAN-US plan on my line and I do travel to USA often.I have been charged for Roaming at a daily rate last month (Dec 2024) and was waived off when conatcted and confirmed that it will not be charged in future for the same.But they chared me again for this month (Jan 2025) also for the days I travelled to USA.I have scheduled a call back (Which is tomorrow 10:00 AM EST). And I am sure it will be waived off.But is there a way to make sure it is not charged in first place instead of me contacting Koodo everytime when a bill gets generated ?Appreciate your kind support and time 🤗

633

13 days ago

Greeno237Beginner

asked in Billing & Payments

Charged for services I can't use

I’m being charged for services I can’t use. I added a line to my account, and I never got the SIM. I spoke to someone in billing, they said they couldn’t help me, but would transfer me to a different customer service agent who could. Instead of getting transferred I just got dumped back into queue and then disconnected after an hour on hold. In addition to this, Koodo’s stupid automated chatbot just keeps going in circles, “you need a callback” and then “Sorry we can’t schedule a callback” Is this the kind of service I can expect now that I’m a customer instead of just a prospective customer? This is almost as bad as Public Mobile, and I honestly didn’t think that was possible.

404

13 days ago

Mahtab25Beginner

asked in Billing & Payments

Refund cheque from Koodo expired

Hello, I received a refund cheque from Koodo dated 2023-08-10. However, I had changed my address and didn’t receive it on time. Anyhow recently I got the cheque, but unfortunately, it has expired, and I’m unable to deposit it into my bank account. How can I request a new cheque from Koodo?

252

13 days ago

Ben GanongBeginner

asked in Billing & Payments

Billing question

I just switched over to Koodo and my plan stated that I would get an “Additional discount of $5/mo. when you set up auto-pay”. I’ve set up auto-pay and I don’t see the discount on my bill. Am I missing something?

313

13 days ago

Robyn CammCoach

posted in Billing & Payments

Scrap AI assist

I came to Koodo because I was able to reach a human being at customer service in 2006.Today, I am finding another phone company because I run a business and can not reach customer service while Koodo continues to take my money.I have the International SMS perk, but am still getting charged for texts to the USA. Trying to reach someone to talk about it... impossible. I work 4 jobs that have crazy hours.Even when they call back two days later and I am available, they either can't speak English or have no clue and give me the run around.18 years of Koodo, only to be completely disappointed with the lack of customer service in favour of badly trained AI that can not answer my question.

351

13 days ago

Shahik KhanConnector

asked in Billing & Payments

Extra charges

Hello, Koodo bot “ 1- Stop adding money to your account. Your account will cancel automatically after 90 days.” I have been billed 2350$ how is this possible? Greetings

331

13 days ago

Wookie ShufflezBeginner

asked in Billing & Payments

Shahik KhanConnector

asked in Billing & Payments

false charges

Hello, I am not using Koodo mobile since 2021. Now I got billing charges 2350$. How can I resolve this issue? Greetings

747

13 days ago

Page 3 / 44

Leaderboard

Terms & Conditions

Sign up

Already have an account? Login

Username *

E-mail address *

City

Country

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

Koodo Community