Billing & Payments
All discussions about Koodo billing and payments.
- 1,694 Topics
- 7,261 Replies
Stream+ canceled but still being billed
I should have been monitoring my bills closer, however, I cancelled Stream+ on March 21, 2023 and just realized tonight that I’m still being billed for it (actually, it’s at the higher rate of $28 vs $25 when I first signed up). I still have the confirmation email noting the cancellation, and the streaming apps on my TV no longer detect me as a subscriber. How do I go about making sure this Koodo billing error is fixed, plus get reimbursed for the erroneous charges? Thank you.
I have been over charged and cannot get through to speak to an actual person
I dropped the USA portion of my phone plan which was $15.00 plus tax and was told the credit would be reflected on my next bill. Instead of receiving a credit, my phone bill went up! I tried and tried to book a telephone call with a representative to ask why and every time I answered with the required “hello” there was no response. I am so frustrated and have no time to keep booking calls and have no response.
Overcharged (?) despite only using 2% of my data / wrong amount being displayed
koodo assist and my email says i have been charged $120 CAD for my monthly bill, yet self serve says i only had to pay my usual amount of 59$. Also my data usage reports only 2% of it used. Whats going on exactly? I shouldn’t ever owe this amount of money for my phone bill. I paid my usual bill of around 60$ and it says I’m up to date.
Overcharged on first bill
Hello,I’m new to Koodo (ported over from Telus to save a bit of money), although my initial e-mail order summary from Koodo showed that I’d get a $5 discount for 24 months: TOTAL DUE MONTHLY $50 30GB UL Can Min SFD (4G Speed) $50.00 Easy Roam INTL- PayPerUse Access On $0.00 International Data Roaming $0.00 International Voice Roaming $0.00 Easy Roam US - PayPerUse Access On $0.00 $5 Visual Voicemail $5.00 Pay-Per-Use Intl Long Distance $0.00 Monthly Tab charge $0.00 Sub total $55.00 GST (5.0%) $2.75 Monthly bill credit (24 months) -$5.25 Total due each month $52.50 (plus applicable taxes and fees) but I just received my first bill and its missing the monthly credit: Monthly charges $55.95 AB 911 Government Fee $0.95 $50 30GB UL Can Min SFD (4G Speed) $50.00 $0 Call Control $0.00 $0 Rollover Data $0.00 $5 Vis
Double charge for plan on 1 line, can’t talk to anyone in Customer Service.
I received my first bill after adding a line (transferred from Rogers). It was for the new $39 plan for 20 gbs. Now my first bill shows on this line I have 2 separate line items at $39 each for the 20 gbs plan, for $78, plus another $39 charge for the plan again. That is 3 $39 charges for 1 plan on one mobile number.I can’t seem to contact anyone, I have scheduled call backs before but they do not work.
Incorrectly charged for Easy Roam in May for International Roaming
Hi,I had travelled this May 7th to Spain and Portugal. I had used Easy Roam on the first day for a couple of minutes and then turned off all of my cellular roaming after that. I see that I was still charged Easy Roam every day after the first day eventhough I did not use it. I didn’t send any texts or use the phone. Data roaming was turned off completely. Can you please investigate to see why I was charged after the first day eventhough I had turned off all cellular data?
unknown long distance
I’m very upset. Some one used my cell phone for a long distance phone call to the USA for 16 dollars. My phone number was obviously hacked as my phone is always by me and there is only my husband and I here. He has his own phone and doesn’t use mine. The charge was for 16.00 to the USA. P,ease remove that call off my bill.
Roaming charges when I have not roamed
I was on Vancouver island with my family and was charged for roaming charges. Please review my account and remove the charges. Also, the 2nd phone (Child phone) on my account has been charged for a $3 add-on for international calls. This should never have been added to her account. Please review the account and remove those charges. I have done it through self serve for an additional charges, but all prior charges for that should be removed as that add on was never requested when I set up the account.
Charged for Easy Roam despite not leaving Canada?
Yesterday I was driving in southern Saskatchewan, close to the US border, and I received a “welcome to the USA” notice that I was roaming. I checked online today, and sure enough I have a charge for Easy Roam even though I never left Canada! This is the same as the problem mentioned here: Billed for US roaming but I did not leave Canada - How do I get my bill corrected? but I cannot figure out how to dispute the charge or bring it to the attention of Koodo, except by posting here. @Boa_Guy Koodo can you help me out too?Dan
Bad store experience
Dear Koodo-Telus Management Team,I am writing to file a formal complaint against the poor service that I received from your company. On November 26, 2022, my wife and I signed up for the deal of 30G/month, $30/month for both of us. However, after setting up my pre-authorized payment, I discovered that there were two major problems with my bill.Firstly, only one number received this deal, and the second number did not receive the offer. Secondly, there were several calls charged to the United States on my bill, which my wife did not make. These discrepancies were unacceptable and prompted me to visit your Koodo store at Southgate Center, Edmonton, Alberta, to speak with the manager.During my visit to the store, I expressed my concerns about the second problem - the unauthorized calls to the United States charged on my bill. My wife did not make any calls to the United States during that period, which raised concerns about the security of our phone number and whether someone could have g
Billed for US roaming but I did not leave Canada - How do I get my bill corrected?
I was charged for US roaming while travelling from Nelson, BC to Kelowna, BC. The highway is close to the US border, so Koodo has incorrectly charged me for 2 days of roaming, despite me never using these services and staying within Canada. How do I request that Koodo correct my bill by removing the roaming charge? Thank you.
I have cancelled my service but still get billed
Hi,I have already cancelled my Koodo service on March 31, and received the confirmation email of "Cancelled service and your next bill" from Koodo on Feb. 28.However, as of May 18, I have received a new charge on my credit card for the usage of May. I have also paid for the prorated adjustments (final bill) already. Of course there are no usage as well. I am worried that Koodo is still continuing my account as active even though I have cancelled before I left Canada. Fortunatelly the other wireless service line (my wife's phone) is cancelled properly. Since I have already returned to Korea, it is difficult to receive callbacks and to reach out customer service. So. I'd like to ask the rep access my account and handle this situation for me. Please get back to me if you solve this issue.Thanks, Suyoung
Recurring payment did not go through
Hi, I just got a notification of my bill for this month and it said that I didn’t pay last month. I have a recurring payment setup in my bank account for many years and I had no problem so far.But I just checked and Koodo somehow did not “take” a payment from my bank account for April. I made no changes whatsoever (still using the same Koodo account number, no bank changes at all, etc.), and I have enough money in my bank account. I checked with my bank and they told me they make any changes on their end either. I don’t want Koodo to charge late fees nor them reporting a “late” payment and taint my credit score/report since it’s not my fault they didn’t “take” a payment (i.e. problem is on their end). Can a Koodo rep be flagged with my issue?
Self Serve Bill Payment issues
I've been trying to pay my bill through self serve for a week now. It gives me messages like service unavailable or like the above screenshot when I try to access the step to input my credit card. Is anyone else having these issues? Am i just gonna have to pay thru my bank? Is it a known issue that's gonna be fixed soon?
Credit card payment error
I paid $11 on my bill through the self serve credit card payment part of the website. It said there was an error and the payment didn’t go through. Now the $11 is showing on my credit card as paid to Koodo but it’s not showing as paid on my bill to Koodo on Koodo’s self serve website. I’m not sure what to do.
Koodo pre-authorized payment setup page never loads
The pre-authorization payment setup page for mobile phone bills is broken for me. The section of the page which clearly is supposed to be where you enter your credit card information never loads, instead showing: “The IP address of https://pay2.koodomobile.com/ cannot be resolved” or something similar.
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