Billing & Payments

Is is it possible to extend my payment arrangement until tuesday?December twenty third, sorry for the inconvenience.But the money I was expecting today did not come in will come in on tuesday if you can extend it, I'd really appreciate it.I am so sorry for the inconvenience.Thank you very much

Hello, I was charged an $18 roaming fee while I was in Europe but I did not roam. I bought an e sim the first day I arrived. Please have this charge reversed. Thank you. 

I got a winback offer from Telus/Koodo and was supposed to have a SIM card mailed to me about a week ago.  I have not received anything yet, and I was charged on my bill for service that I can’t use without a sim card.How do I get a new sim card, or esim?  I want a free eSim as I never received one in the first place, and a credit on my bill for service that I could not use.Can someone here help me with this, or do I have to email the CCTS or an exec escalation to resolve this? Thanks

My phone plan was cancelled is there any way to reinstate it now?  I really need to keep the same number

Hi, I recently switched my mobile plan from Koodo to Fido during the Black Friday offer. After that, I received a call from Koodo saying that if I returned to Koodo, they would give me a $20 promotion. Because of that, my daughter and I switched back to Koodo.However, I just received my new bill and noticed that the promotion was not applied at all.I’m worried there may have been a misunderstanding, and I would like to confirm this.I don’t have the contact information for the representative who offered the promotion, so could you please advise me on where I should inquire or who I should speak with?Thank you.

Hi! I have $160 in roaming charges when I have not left the country. I live in a border town and sometimes hop towers. I have learned how to manually change my settings now, but need these charges removed. 

Spent way too much of my own time dealing with this teams complete incompetence. They added amazon prime onto my account without any consent. Said they'd credit me for it but have not done so fully. Was told my December bill would be down to 50 dollars tax in. Of course when I get the bill it was 80. What else is new. Now I have to spend more of my own time dealing with this issue. Dealing with this has been one of the worst customer service experiences of my life. I will be getting rid of Koodo as soon as possible. 

Hoping to get this charge reversed. I have an unlimited minutes plan and was not out of country.Thank you, C

Been along time customer for years and years. I was setup on my credit card for payment every month. Was getting a 5 dollar credit for couple years so that ended . Okay no problem so I switched to may bank acct last month to receive the auto discount. Entered all the info right and so on came back tanks all that jargon and this isnt my first rodeo entering online banking information. Today now i recieve an email for koodo saying they debited my acct but insufficient funds. In the meantime my payment isnt suppose to paid to dec 22/25. I can tell you one guy here will not be paying 50 bucks for nsf because i know i have over 5 thousand dollars in that acct. I guess its move on time with koodos and i have 2 phones with them which i own now . Can someone help me with this? I hate when you cant  talk to  a person no more. I am 63 years old and i not a person for chatting on pc or tablet I am from the old school when telephones were telephones. This is one time that i will not pay . 

Hi everyone,I was in the states for 6 days with data off. Thought I was good for not triggering the 15 dollar a day roaming charge, but apparently text messages also trigger roaming? I sent 7 texts (over 3 separate days). As such, I was charged $48 dollars for 7 text messages!To any rational person, this is insane. @community @koodo is this normal business practice for Koodo? As you might expect I’m upset and very close to cancelling and heading over to Freedom. Any thoughts or engagement on this topic would be great! Ryan  

I suspended my line on December 6th because my cell phone was lost. I also tried to temporarily suspend it to avoid charges when I wasn't using it. I received a bill for December 13th to January 12th as usual. Why? Who can I contact to look into this? I don't have my phone, so I can't call #277. What other options do I have to resolve this charge? Thank you in advance to anyone who can help.

Why does Koodo make it so difficult to contact customer service? It’s unacceptable. Koodo’s chat is completely useless, and their AI is garbage and just goes in circles. It's very frustrating and annoying. I guess I know why the internet is so cheap, you get what you pay for. Koodo’s online account management is very basic, you can’t view your internet usage, or any of the equipment or anything else. You can only pay by credit card, and that’s just wrong. Koodo’s billing is complete garbage.  If you have a VOIP home phone, you can’t use it with Koodo because their router only supports two slots, the modem and the Ethernet cable for the computer. Epic failure. Customer service has long wait times, if you try and call. Overall, I’m not impressed. I’ll probably just cancel my account in the coming months and look for a different provider.  Honestly, it’s not worth the time or money. Tech support can also be useless. 🙄

I pay for 2 accounts, mine and my sons. Both were charged a $75 reconnection fee but neither phone was disconnected and I just sent $200 and now they have shot down my Internet and say I ow another $200!!! This is so crazy!

My account has my husband on it as a second line.Is it possible to take my husband off my account and set up his own account and bring his own number?We want to take advantage of the autopay discount and that only applies to my line.Thanks

I currently have two plans on one account. Both plans offer a $10 discount if auto-pay is set up.Now, since I have both of these plans on one account, does that mean a $20 discount total? Or is it only a total of a $10 discount?

Hi,I  transferred $xxx to Koodo Mobile Account Number: xxxxxxxx This was done by mistake,Instead, I wanted to transfer this amount to my Acanac Account Number: xxxxxxx  Please help me  how I can get this money back Best,

I have had a Stream + Basic subscription for over a year and just realized I have also been billed by Amazon. So now my Amazon account says I am paid up until 2029 but since I am still paying monthly for the Koodo streaming service I will never be able to catch up. I want to get a refund from Amazon or at least a credit to be used for other purchases but I can’t find anywhere to contact them about this. In the My Account section it just says that since I am being billed by a third party I have to contact the third party with questions about my account!?

I am trying to cancel Prime. However I keep getting shunted back and forth between Koodo and Amazon with each saying to go to the other site to cancel. Amazon can't cancel it because it is third-party billed and tell me to go to Koodo  ut there is nowhere on the Koodo site to do it and there is no help or support that is remotely related if you use the AI function on the site.

je ne reçois plus mes factures par email ‘ mon email est bien inscrit dans mon profil ******@hotmail.com Merci

Is there a way to change what day our bill comes out of our account?

I have a credit on my account and would like to know how it will be refunded? 

Hi there,I mistakenly clicked on pay my tab balanced and confirmed. I want to cancel that order. Please do needful or guide further.

Hello just wondering I am setup on auto pay but would like to pay my bill before the auto pay is set to come out am I able to do that? Also would that effect my discount I get for my auto pay?

I have a previous account, i had it active in 2023, but i closed it down when i went out of the country. I want to access the old bills. is there a way to do this?

In preparation for travel to Europe tomorrow, I used the recommended self-serve procedure by texting 7626 to buy a “30 days Europe for $60” international roaming plan.  It will start when I connect to the first European carrier.  So far, so good.  But once I completed the texting, all of a sudden I got five (5!) emails from Koodo telling me “You’ve updated your Koodo services:”Added:  International Data roaming   Price per month:  $0.00 Added:  International Voice roaming   Price per month:  $0.00 Added:  Easy Roam US - PayPerUse access On   Price per month:  $0.00 Added:  Easy Roam INTL - PayPerUse access On   Price per month:  $0.00 Europe Easy Roam 30 Day Pass   Price per month:  $0.00All wanted, and all I am prepared to pay for is the last one.  Why did I get 5 emails with all these plans on it? And what will my bill look like?  If this is not correct, is there something to be done right now?  I am not