Billing & Payments

I was just trying to change my prepaid base plan and the system will not accept any of my credit cards. I thought it may be because my expiry date recently changed when my bank sent me a new card so I tried to update my card on my automatic top up information but it would not validate there either so now I have no credit cards on the system. My top up is supposed to happen tomorrow so I assume I will no longer have a phone when it tries to renew. I confirmed with my bank, there is nothing wrong with my credit cards. This looks to be a system issue on the website. I need help fast! 

I have a Friend with a Canadian area code cell phone number, who’s wintering in the USA. I have Canada wide calling on my plan. Would there be charges for calling from Canada to my friends number?

Hi there!8 days ago my bank made a payment for me to top up my account. This payment never showed up in my Self Serve Account and I had to pay a second time at a Koodo Shop. My bank told me that they can’t reverse the payment, because the payment status is “paid”. I want either a refund or 28CAD that show up in my balance. What should I do now?Thank you very much for your advice!

Hello,So I cancelled by Koodo account in August when I moved to the US.mid october I get alerted that I owe them 30 bucks ( had previously reduced the owed money to 0 when I cancelled the account), but it said that the money I owe is for a september - october bill. I figured this would be easy to address as it seems like a simple mistake. only problem is, when I call the toll free number, I get sent to the automated system online. When I try to set up a call with the automated system it tells me they cannot call international numbers (my number is a US number)... I have no way to contact the company to deal with this, I cannot access my account anymore as I dont have access to the old number and they just sent me to collections... anyone know how I can contact the company? Im at a total loss. I really need help and I was planning to restart my account when I moved back, but this is such a horrible experiance I am reconsidering/

I PAID MY BILL VIA ONLINE BANKING AND ITS STILL SHOWING PENDING @Bernard Koodo 

My koodo phone bill is 50 dollars every month, but I accidentally sent 20 dollars. Should I make another 30 dollar payment to fill the full price? Or should I send the whole 50 dollars?

I don’t have a credit for the my one time top up fee of $25 applied to my last bill during Hurrican Fiona on my new Koodo Bill.  As promised by Koodo it was supposed to be credited due to Hurrican Fiona waiver on my new bill cycle and it is NOT!!

HiI have an extra charge on my monthly bill of $24, I think I have incorrectly been charged for roaming in the US, however I have not left the country, I was on vacation on Vancouver Island.How do I get this removed ?thanks In advance    

Hello. I couldn't pay my cell phone bill for two months from September to October. I'm so sorry. I mistook the date. I thought it would be charged on the 22nd of every month. But compared to what I couldn't pay, the fee was too high. I'm sorry, but is there any way to deduct the fee? Also, I couldn't get a refund of $25 in May fee from Kudo.And I want to contact you by email if possible because I am not good at English.Please help me.

We moved from BC to Alberta in May 2022 . I changed my billing address for Koodoo to Alberta, But I am still being billed for PST. how do i get them to change this and give me a credit?

Would like to take off the Huawei tablet from my account 

So much time is wasted to display payment information, in order to update my credit card.An agent could solve this so quickly. Get rid of the auto-answer Robot. Protest to others about this service. Disgraceful attitude by Koodo’s owner:  TELUS Corp.At one time before Telus fired real persons working at KOODO, the employees were great, helpful, and you wanted to be here.The chatbot does not answer why one of your pages has an error message !!!!

Trying to figure out my final bill which seem higher than it should be. Have cancelled service for a couple of reasons inlcuding lack of support. It appears I might be charged for $50 setup fee even though I was 'self serve', so this might be refunded on the 2nd or 3rd bill???. Also I was billed for the inital 2 months, which I didn't expect, now partially refunded. I'd originally cancelled because it turned out I was trapped in a Rogers contract, and I was going to re-enroll when Rogers expired. The problem of a phone company that does not answer the phone seems like I won't be re-enrolling, even at the very low price I was offered from some random guy in Bangalore ($35 for 10gig). How does everyone else deal with the lack of service? This Volunteer support community is like Jeff Bezos launching a go-fund-me to pay his staff sick leave during the pandemic.

Dear All,I need assistance on how to reach Koodo customer care service.I was over billed more than  137 dollars and I had to pay it since I do not want to loose my number.All my effort to reach Koodo has proved abortive.I felt cheated.

 I have paid my bill but it still does not appear in my account. During the hurricane I couldn't make the payment, so when I paid through my bank account the day I have internet access on Wednesday, September 28, it was too late to have telephone services because I know that if the payment was made through the bank online, the payment can take 3.4 business days to arrive, but as you can see, the payment does not appear in my account and I still have no service. Please help! I forgot to add the taxes, so I paid through my bank account on Monday, October 3.I want assistance please. 

I have read various posts associated with this issue. I have heard good things about Koodo and decided to give it a try. However, it does not seem reasonable that you are charged for days of use, when you have not yet received the SIM or been able to activate your phone. I received a bill- but, I have not yet got a SIM card, so cannot use Koodo services. I requested a call back to discuss, which I waited 24 hours for. Today, I picked up the call  as scheduled, pressed 1 to connect to the Agent and instead of connecting, I got a recording saying,  I did not press 1 (when I actually did) and the line disconnected. This happened 3 times as I sat waiting for the 2nd and 3rd callback attempts. Now I have scheduled a callback that is 48 hours out, to try again to speak to someone and have no idea if I will even get through. I am at a bit of a loss here, and I do not even have my SIM card yet. Not at all what I expected, and want to know how to get to a customer service agent, if the callback

, If I set up a preauthorized payment For the full amount will my service be restored today. 

On September 22, 2022, I set up a payment arrangement for my outstanding balance of nearly 250 $.  My first installment was supposed to be deducted by Oct 3, then Oct 10, then Oct 21. That should have paid my balance. I don’t see any charges on my bank, although I got a confirmation email from Koodo saying my payment arrangement has been set up. Now I’m supposed to pay $300+ within 7 days or credit score would be affected and I would be charged a late $50 fee. Why was my payment not deducted? I added my credit card, and I got a confirmation. There was money in my card. I can not pay all $300+ together. Can someone please help me out. Any suggestions are much appreciated. Thank you!

I would like to find out when my monthly bill credit expires, how to?

My number was not active due to long distance add on glitch can be found here Somehow I failed to pay by credit card so I did pay by bank yesterday and I know it would take 3-5 business days to effect, I’m wondering if my number can be activated in advance because I really need to use it. Thank you very much for your time and help.

why does 306-580-4001 keep showing up on my phone bill ?  I don’t do MSG RTRVL . I wil delete numbers but don’t retrieve any messages

I just signed up for Koodo mobile last week, for myself and my wife.I haven’t received the sim cards yet, so I wasn’t able to use or transfer my previous number to Koodo.However, they somehow charged a full monthly fee, which is about $122, for the service I couldn’t use from 7th September to 10th September.So I tried to reach someone on customer service, but the number was nowhere to be found. edit-22 views, 30 minutes past, 0 reply from Mobile Master lol 

I recently ported from Koodo to Fido. The last bill is reflected in my account, but when I try to make that payment, it says payment can’t get through. I hve tried more than 3 times now, between yesterday and today. The due date is tomorrow (4 October). Can anyone assist me? I have tried reaching out to Koodo, but they will get back with a callback only on Wednesday. 

I had a 1 day Easy Roan charge on my latest bill that was incurred on a day I traveled by BC Ferry from Vancouver to Victoria (without leaving the country). Can someone assist on getting this charge reversed? Thx

I was also charged before I received  the sim card and it took 10 days to received thru Canada Post .