Billing & Payments

I live on Gabriola Island where we were recently impacted by a 6 day service outage last month due to the main Telus line being severed between Gabriola and Vancouver Island. We lost all service at our home and had to drive several kms to pick up and send messages. Other Koodo customers in the community have received a rebate/compensation for the loss of service but my family has not. I attempted to ask about the situation using the Koodo digital assistant but my question was not understood by the system. All attempts to schedule a callback failed. What is the best way to follow this up and obtain our credit?

koodo says If you don't pay on the date you've agreed to, your service will be suspended immediately and a reconnection fee will apply, but for months my bill was built up they even saw the activity was zero but it rose to 400 before they decided to stop it i need help i need a number to contact cause this thing is has me pulling my hair out just want it resolve so people dont contact me again and just dont want anything to do  with koodo anymore besides paying my bill late by a few days i always paid until i had no sim card i never once had access to koodo self serve and i was had been with koodo for 2 years the help from koodo was really poor their system is D tier and its bland like the only way to reach koodo is having them reach you like if only you i might be disrespectful but the service is lack luster so someone please give me aid so i can go play my games 

Are Koodo Bill Payments classified as Recurring Bills by mastercard?

Hi,I’m looking to cancel my application for employee discount so it doesn’t remove the bill credits I currently have on my account. Is there someone I can contact directly to ensure the application doesn’t get processed?Thank You

I over paid my balance and switched phone companies. I have a remaining balance which I would like to get back. Now the computer is too stupid to understand the request. So how do I speak with an actual human? Or how do I request my money back? 

I have applied for Koodo network and I was told by dealer that I will get employee discount while being an employee of Loblaw. I sent an email as well to Koodo for applying discount but it's not applied on first or even 2nd bill as well. I want my arrears to be credited in both the bills. Pls resolve.

I had two lines with Koodo & paid my bill before transferring to the other provider. It appears that I had overpayment & was thinking that they will automatically refund it to my credit card (which is still on my account). It's more than a month already but they still haven't refunded my overpayment yet. Can't even request for a callback anymore. Any advise how to get my overpayment?

Good morning Koodo.  I just want to print all receipts. How do I go find receipts?Anybody help me, I expect you to email me the transaction details, but there was no such thing. The phone bill comes by text every month.And then, I paid my phone bill immediately.  

We have recently started being charged for US texting from Canada? Why?

I changed my mobile phone number in self-service. Will my plan change?Because I found that the bill was a little more expensive.Thank you for your answer.

Hi community,Every month I get my Koodo bill notification by email and my text message on both of my lines. For the past two billing cycles, November, and this month, I haven’t got any notifications for either. The only difference with these months is that I changed my plan twice (Oct 31 and again in late-November). Luckily, I have a calendar notification set up every month at the same time to remind me to log into the Koodo self serve portal, so I didn’t miss any bills. Even more weird, my email address was suddenly unchecked in the alerts screen. So that explains why I wasn’t getting those by email. But for text messaging? Those were checked. So I have no idea why I wasn’t getting notifications by text message.Is there someone who can check whether my text bill alerts are set up properly?

As the callback system is not working and is more frustrating than worth the trouble, I have a question regarding my October bill.  There was a charge of $14.99 on it called ccsupport.biz.  I have no idea what this charge is for nor does it indicate anywhere on my bill what this is for. I had no overages and  I will not pay for something unless I know what it is and is accurate.  I need someone to clarify this for me.

I signed up at Walmart for the $45 50GB plan when the salesperson at Walmart confirmed with his Koodo rep that I qualified for the plan. But according to the website I have a $65 50GB plan, not the $45 one I signed up for (and there is no mention on my account of a credit for the $20 difference). Why is this info wrong?  

I have been with Koodo for a decade, with 5 lines and to say the least I am disappointed . I have been charged extra for the past several months.   All it lists is this:                                 In-App Purchase                   $24.95.   ($47 previous month/ $19 before that!!)                                Total used 5 (event)I am disappointed that koodo does not list the 3rd party. This leads me to believe koodo is a part of this scam...probably not but i am frustrated with the run-a-round! The process of finding out what these charges were for is tedious! After reaching out to Koodo via phone to be hung up, so i can text and then online chat and finally call back (still waiting)! I researched in the community forum to find out to look for sms code 5415. (By the way this is my elderly mom’s phone). There was no such text. I looked at all games/apps, even looking back at history to find nothing. So I researched the forum again and a thread stated to text 5415 the word “STOP” A

So it seems many people are getting responses and having their issues flagged and then resolved. Many for some of the same things I am going through, but regardless of posting here and sending PM’s it is just being skipped over and not addressed while others who posted after are responded to in a timely fashion. Any reason why that is the case?

I recently travelled to Mexico and then the US. I was gone 19 days.When I was at the airport in Canada I turned my phone to Airplane mode and turned off cellular data. I never turned it back on until landing back in Canada. (each easyroaming day says “1 minute” from the country). My bill has 5 days of EasyRoaming charges. 4 for Mexico (not consecutive) and one for US. $67+taxI scheduled a call. Alex kept me on the phone for 30 minutes. Eventually he offered me $8, $15, then $20. I said no. I want to speak to a supervisor.He said the supervisor would call me back. in 2 hours. I have not received the call.This is predatory. The CRTC needs to be informed of this practice - although I am sure they are aware.How do I get this charged removed? 

Hi, Just got a Koodo account.When is the payment put on my credit card? On the payment due date? Thanks and have a good day 

so I received my first bill, however have NOT received the SIM card to put in my phone,  I certainly am NOT paying for a service that I am not able to use 

I signed up for the $30/20GB plan at Mobile Klink but my bill is showing a total of $50.62. Can someone please help me and explain why I'm being charged so much.   

Hi, can a rep please look into this for me ? Thanks in advance.I too have incorrect credit amounts. Signed up for the $30, 20 gig deal, currently seeing $17.70  & $4.42 as the total monthly credits. Also, i could not sign up with my koodo self serve registered email as was repeatedly getting an error upon registration for this community. I had to create a new email address with a different domain just to post here,  so will have to forward my correct info. Thank you.

I visited a Mobile Klinik store on Nov 26th and ported over 2 lines to Koodo on the $30/20gig plan. I had an issue with account creation and was able to get a callback from a customer rep to setup my self serve account. After that issue was sorted, I asked the customer rep to confirm that I have the bill credits being applied to both my lines because the paperwork that I signed listed $55/20gig and the sales rep said that Koodo would send me an email detailing the credits for my account. Never the got the email and the koodo rep who checked my account said that she could only see one line getting the bill credits to but that my second line isn’t showing any bill credits.I’ve been trying to schedule a callback with koodo for days to try and talk to someone to sort out my issue and been unable to do so since they don’t seem to have anyone working to call customers back. Tried a koodo customer care number but that just tells me to use the website assistant which is utterly useless.What ot

Hello!I have permanently relocated outside of Canada and I would like to cancel my Koodo Subscription.I have seen this thread. However, I do not have have a Facebook or a Twitter account. How can I go about cancelling my Koodo services in this sutation?Thanks!

I am currently with FIDO. I ordered a new phone and plan from Koodo on Black Friday. The phone is scheduled to be delivered today. I am actually out of the country and won’t be able to activate the phone and transfer my existing FIDO number to KOODO until the 9th but when I logged in and looked at my account I noticed that my billing started on the 2nd. I am paying for a full week of service I am completely unable to use and for which I won’t have even put the sim in a phone. This seems like an unfair billing practice to bill before the phone is received and saervice is transferred.

I recently left Koodo and joined Virgin. My account is still active because I have to pay my last bill + some early port out or upgrade fee, not exactly sure what it was. Anyways, if I was looking to return to Koodo, would I be able to get my old plan back?Thanks