Billing & Payments

I just switched plans and was wondering why I haven’t gotten a new bill invoiced to me. I usually get my new bill on the 25th but am wondering if I will be getting it earlier. I need the bill to show my current address to another organisation so wondering when I should expect a new one. 

I have been charged 2month of koodos bill without using any of those services and i havent received any sim yet. when i contacted store they said sim has been lost contact customer support. How do i connect with customer support???

I posted on this forum about eight days ago to ask whether the $10 discount promotion had been applied to my account. A Koodo representative confirmed here that it had been applied.Today I received my first bill (I understand it includes partial charges, prorated amounts, etc.), but I only see the pre-authorized payment discount. I do not see the $10 promotional discount anywhere on the bill. I reviewed every page and there is no line item showing it.This is concerning. I relied on the confirmation I received here, and the bill does not match what was promised. I would appreciate someone reviewing my account and correcting this as soon as possible.Thank you.

My plan offers a $10 credit for auto-pay. Under billing in self serve I see the Bank and Credit Card options. So if I use my credit card will I get the $10 bill credit.

I signed up for the January 1st promotion 60gb for $30/mo ($50 plan - $10 Bill credit for 24 months + $10 credit for preauthorized payments) i have my account already set up for preauthorized bank payments so i got the first $10 discount for that but i received my first bill today and it shows that the plan is $40 not $30, it seems im missing the extra $10 credit for 24 months that i was promised. I double checked my email confirmation as well from the day i placed the order and it shows that i was supposed to get the $10 promotional credit for 24 months as well. Tried reaching out to chat but it was not helpful at all. How do i go about getting the $10 promotional credit applied to this bill as all we the next 23 bills moving forward? 

I signed up for three lines but when I check my bill I only see one $10 credit (showing as an equipment credit).

 I have been having issues with RCS and my account and trying to troubleshoot with using different esims and devices with customer support but I was charged an extra $10 for “equipment exchange”.Thanks in advance to anyone who knows what I can do.

I have days of roaming charged on my latest bill.  I have not left Canada and these charges need to be reversed.

I ordered online for Koodo internet on Dec 27 with an activation date for Jan 10. On Jan 5 I spoke with an agent name 'abdssamid' and I requested to postpone the activation date to Feb 5 due to I'd be out of country. He confirmed it was done successfully and account activation date was changed to Feb 5. I received email today from Koodo stating my account was activated on Jan 10. So I called Koodo again today and spoke with the agent named Juvie. She said, the previous agent created a ticket to postpone my activation date but the back-office never processed it. And she said that it can't be postponed since it's already activated. She also said, it's the system's fault that it didn't process the ticket. Can the back-office fix this? Because I don't want my bill to start before Feb 5 and I would like my 12 months internet discount activated from Feb 5. 

I signed up 30$/60G plan, but the first bill shows only 10$ Pre-Authorized Payments Discount, not contains 10$ 24 months discount, please check it.

I am wondering when and why my monthly fee went from $28 monthly to $40. I have never seen anything saying that there would be a change

I have already paid my phone bill 4 this month and u guys r still saying I owe just over $62 this is not the first time this has happened 2 me. PLEASE GET UR ACT 2GETHER.

The amount on my first bill is wrong

Hello,I signed up for the promotional deal on December 31, 2025. On the contract, it noted that there would be credit of $10 for 24 months. I received my first bill and it does not show the credit. I received the automated bank payment credit, but not the 24 month credit. Can someone look into this for me?

Hi Koodoo community and customer service team,I was a koodoo customer until Dec 24 when I ported out. My bill in Dec was paid through pre authorised payment on dec 8 for period dec22 to Jan 21 for 2 lines at $25 (after pre authorised discount) each/ line.  Now it shows I have a refund due of $14.70. I only used koodoo service for 4 days of billing period and should be refunded from Dec 25- Jan 21. My account does not provide any details of how they arrived at $14.70 . in my view refund should be approx $49 for unused portion of the bill already paid.Koodoo assist and schedule call back is disabled for me through chat as I dont have an active number with koodoo. Koodoo has completely shut me out. I am extremely disappointed as they have wrongfuly charged me by understating refund. Any suggestions on how to get Koodoo customer service to respond in next 2-3 days. if not, I am going to CRTC to get my money back.

I signed up on January 1, 2026 for a $30 a month 60G promotion. The plan is regularly $50 a month but with the promotion you were supposed to get $10 off credit for 24 months and another $10 off a month for signing up automatic billing with your bank. My first bill isn't showing the 24 months credit, only the credit for automatic billing. For the life of me, I'd like to speak to customer service representative to clear this up but I've run into every dead end possible. Any recommendations on how to actually speak with a koodo agent? The billing is not correct. 

Can someone help me schedule a callback. I have a Koodo account but every time I go through the prompts with Koodo Assist it never answers my questions and will not allow me to schedule a “live” callback. I have received a message saying that someone has reviewed my account; however, they did not answer my questions.

I signed up for the January 1st promotion.60gb for $30/mo ($10 Bill credit for 24 months, 60gb Can/US/Mex for $30 per month when you join Koodo)I didn’t receive the confirmation email with the contract details until Jan 2nd late morning.  Now it states that my bill will be $50 ($40 after autopay), not $30, it doesn’t show the $10 credit for 24 months.  Did i somehow miss this promotion because I didn’t receive the confirmation email until after the promotion was over? My account isn’t fully active yet as I requested a physical SIM card so maybe that is why, but I thought my contract should reflect this promo.  Am I missing something? 

On my last bill one of the numbers was charged for roaming. The phone was out of the country but a travel pass was purchased. However it was charged as a daily rate. I have screen shots showing the text to koodo and reply confirming the dates the pass was added. I'd like these charged fixed so I can pay the remaining bill's balance. Thanks.

Please help connect me with agent to cancel my subscription.After spending over 3 hours on hold on 2 different days and reviewing Koodo community thread, seems people have only been successful after another Koodo employee requests internet team reach out. I do not think it reasonable to have people waste endless hours on something that should be simple. If there is another way of canceling, please share this. I no longer require this service and requesting it be canceled ASAP.

Hello,I received an email from Koodo confirming that my $13/month promotional discount was automatically extended for 3 months, with the new end date of March 28, 2026, and that no action was required on my part.However, I noticed that on my most recent bill I was charged the full price and the discount was not applied.Here’s the email in full: Hello, Thank you for being a valued Koodo customer. As a token of our appreciation for your loyalty, we're pleased to let you know that your current promotional discount has been automatically extended. No action is required on your part. Your promotional discount of $13 off per month will continue for 3 months, and your new promotional period now runs until March 28, 2026, provided the eligibility requirements continue to be met. This extension has been applied automatically to your account, so you can simply continu

Hello Koodo Support Team, I am writing regarding additional roaming charges on my recent bill: $18 for Italy and $16 for the USA. I want to clearly state that I did not intentionally use any roaming services, especially in Italy. When I arrived, I forgot to immediately turn on airplane mode. During that short time, my phone briefly connected to the local network automatically. I use an eSIM, and as soon as I noticed the connection, I turned on airplane mode. There was no intentional data usage, calls, or messages. If your records show 1 MB or any minimal background data, I understand how that could have happened automatically while the device connected for a moment. However, these charges were completely accidental and unintentional. I respectfully request that these roaming charges be reviewed and credited back, as I did not actively use any services. I have been a responsible customer and always try to avoid roaming charges w

Hi there, I just received my bill and noticed I was charged 2 separate times for roaming (once on Dec 29/25 and the other on Jan 2/26). I live close to the USA border so I am assuming this is the reason. Can these charges please be removed?  Thank you so much.

I turned on easy roam and was in the USA November 29th but only for the day. I have been back in Canada ever since but still got charged another day of roaming on November 30th.  

I only used koodo for maybe 2 or 3 days. Now im getting a bill $22.6 Cancelled: Pre-Auth Pay Disc.**$10.00Cancelled: Mthly credit**$10.00 This is rediculous. I only used for TWO DAYS!!!!