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Billing & Payments

All discussions about Koodo billing and payments.

1,152 Topics
4,218 Replies

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Mike from CanadaConnector

asked in Billing & Payments

promotional credits missing from bill and extra tab charge

Hello I just upgraded my phone on black friday and was suspose to have a $5/ month credit for both phones. I just got my lastest bill and there is no credits for either phone and also an extra 10 tab charge on the one number

636

9 days ago

D.LAdvocate

asked in Billing & Payments

Cancelling a new line with a phone tab within return period

Just got off the phone with a rep who told me that, in order to cancel a line with a tab, I would need to first return my phone and then call back to cancel the plan. The order was placed over the phone so he emailed me the prepaid label to return the device.My question is, the return is cutting very close to the 15 day trial period. What happens if I send the phone now but it gets delivered after the trial period? If I call back to cancel, will I still be charged for the month since technically the plan wasn’t cancelled until after the trial period?

181

9 days ago

k_kairetzBeginner

asked in Billing & Payments

Activation Fee

I just joined Koodo and switched myself and 2 of my kids over during the black friday deals. I did NOT go in store. I did it online. Why was i charged a $70 activation fee on all 3 lines when I was told the activation fee was waived??? Who do I speak with to get this charge reversed on all 3 lines?

302

9 days ago

Dave and MurielleBeginner

asked in Billing & Payments

Overcharge

Our account was put on vacation mode Oct 15,2024, till April 24, 2025. Charges were $15 pm plus taxes X 2 phone lines. My last bill was $238.00. If our phones were on holiday mode why the extra charges? I’ve tried to call to get an explanation but with no success, there is no way of talking to customer service rep. We are in Mexico and no international call backs are allowed. We are not wanting to pay the $238 bill until we get this problem solved and a credit applied.

151

10 days ago

Angie BrockConnector

posted in Billing & Payments

terrible policy regarding roaming

I was away in the US from November 1 to 24 and at the beginning of my trip, I had to use Easy Roam because our luggage didn’t arrive and I needed to have phone service. Well I was charged two days, November 1 and 2 in error. My billing date cuts off November 2 interestingly. I called today, december 9 and was told the policy for bill correction was 30 days. The CSR I spoke with said she could only give me $4.00 credit. When I asked to speak with a supervisor, she said there was a big back up of people waiting and no guarantee the supervisor would offer any more than the $4. Needless to say, I was not impressed. Tried to send an email but it bounced back saying the mailbox was full. No way to contact other than callback so I am not impressed but you can be sure I will be looking at my statement every month from now on! Previously with Telus and they would have definitely done better than $4. When I asked the CSR about Telus, she stated she had no access to their policy when I know

7011

10 days ago

prithvirathodBeginner

asked in Billing & Payments

Tab Balance Pay Off Query/Confusion

Hey everyone,I recently got a Pixel 9 with a tab on. I decided to pay off the whole tab balance ($287.xx) shown in my account.Today I called customer service to confirm what my next bill would be, and they said it would be the $287 tab amount (which I already paid) + $49 plan + taxes. I asked them multiple times to confirm if this meant I don't have to pay the tab bonus discount amount, and they said that was correct.I'm a bit confused because i am worried it's that paying off the tab early meant I still needed to pay the remaining bonus discount amount. Can anyone confirm if what the customer service rep told me is true? I'm a little hesitant to take their word for it as I've had some issues with customer service in the past.Thanks in advance for any help.

262

10 days ago

AmandaLeader

asked in Billing & Payments

$70 connection fee waived

Hi, when I switched my phone last month, I was promised a $70 connection fee waived. Can someone check that it’s going to happen on my next bill? I just got my bill and it wasn’t waived. thanks

423

10 days ago

MbtpBeginner

asked in Billing & Payments

Shared account

Hi, I have a shared account with my brother. He was unemployed for a couple months and hasn't paid his bill. My bill is paid up. If I make a payment for one of his late bills would it go as a credit to my bill or go to his? Thanks

332

11 days ago

cjsy2001Beginner

posted in Billing & Payments

my mobile service bill was increased unexpectedly from October

My bill for 30GB UL Canada 4G speed service was increased from $29 to $34 from October without any notifications. This is not what I expected from the service point of view. Could you please help me fix the issue to get my initial service bill back, and refund the extra charge to my account?Thanks,

261

11 days ago

olamarreBeginner

asked in Billing & Payments

Montly plan shadily increased by 5$ in October. Any success reverting to the old cost? What are my options?

I just found out that my base monthly phone plan increased from 29$ to 34$ last October. Koodo did not notify me by email or text message ahead of time. The only thing I could find was small writing at the bottom of the last page of my September bill mentioning this increase. That’s super shady and unethical.Has anyone else experienced that and managed to revert to their original monthly base cost? What are my options moving on?

342

11 days ago

David Schmidt DMSBeginner

posted in Billing & Payments

remove roaming charges

Hello. I have been charged roaming charges when never leaving Canada. Please reverse these charges as you have so kindly done every month since I joined Koodo. Thank you.

12 days ago

ErinmasseBeginner

asked in Billing & Payments

wrong roaming charges

Please remove the MONTHLY wrong roaming charges of $43.60 that we get for working on the water of the border here in Windsor.

342

12 days ago

RodgerdodgerBeginner

asked in Billing & Payments

Unable to pay my latest bill because pay now is greyed out

Hi all,I’m out of country for the winter, but didn’t suspend my account as I’m using my phone with a local SIM card so wanted to keep my phone active for other services.I just received my bill and the invoice shows an amount of $59.36, but the amount due shown is $0.00 and the PAY NOW option is greyed out. I saw this topic was covered once before about a year ago, but I didn’t see a message to say it had been resolved.As I’m out of country (I’m in the southern hemisphere) it’s difficult to make contact with Koodo and I wondered if anyone had any advice that’s been in the similar situation.Thanks in advance for any solutions.

412

12 days ago

missingsimBeginner

asked in Billing & Payments

didnt receive sim

The courrier seems to have lost my sim card. It was shipped Nov 29, and now the purolator message says “Delayed in transit due to missed connection” since Dec 3. I scheduled a call back from koodo but after 5 min, the automated stated that all agents were busy and flushed me. I also received a bill charging me since Nov 27!What's the easiest way to get another sim card and only be charged as of when I actually received this sim card?

913

12 days ago

DaleSmithBeginner

asked in Billing & Payments

Roaming Charges but did not leave Canada

Please remove the roaming charges as I was close to the border but certainly never crossed.

417

12 days ago

Maaz KhanBeginner

posted in Billing & Payments

Bill

Hii, so I have an issue with my Koodo number. I’m an international student I got an Koodo number from my home country. So, when I land in Canada I could have a mobile number when I came here and insert my Koodo number it never got activated, it’s just keep showing SOS on my phone. I left it for 24-48 hours thinking it might take time but nothing changes. So than I got a different provider but after one or months. I received a bill of my Koodo account. I mean why do I even got a bill when it never got activated and the most important I didn’t even used it. I could ignore that bill but I don’t want any bill to be left on my name in my credit score. So, please resolve my issue and help me from it.Thank you.

181

12 days ago

an_idlerBeginner

asked in Billing & Payments

Promotional bill credit missing on my first bill

The following was the offer I got from Koodo during Black Friday. However, I don’t see the bill credit in my first bill I just got today.

564

13 days ago

PenelopesworldBeginner

asked in Billing & Payments

why am i being charged when i paid off my tab for transferong ny phone number

I paid my phone bill at the end of November as it always done. I also made a separate payment for the tab for 112$ dollars to finish paying off my tab. I then switched over to freedom moible before the end of my billing cycle. Now I'm being charged for canceling my tab before it was paid off even though I did pay it off. And being charged for the month of December even though my services were supposed to be canceled and transfered to my new company

303

13 days ago

DalyweissigConnector

posted in Billing & Payments

Koodo is STEALING my money for months

Koodo has been STEALING money from us for a number of months since we discontinued service with them. They keep charging my credit cars.I have gone to the Koodo store, called customer service, and talked to the Koodo Assistant chatbot, and none would help stop them from charging us, let alone repaying us. There is no support email to ask for help.I am out of ideas and the only thing that comes to call the police.Before I do, can anyone help me please?Thanks

1009

13 days ago

ChantalBibleConnector

asked in Billing & Payments

How does autopay with with 2 lines

I'd love to be able to take advantage of the auto pay but I do have two lines on my account and I only want the payment for one of the lines to go through automatically like I currently already have through my bank itself but if I do it through the bank I don't get the deal that's being offered for the credit

515

13 days ago

lestersevenConnector

asked in Billing & Payments

Missing Sign-Up Credit

I received my first bill, (before my SIM cards were activated) and I don’t see the $150 credit that the agent had promised me at sign-up.

679

13 days ago

PMCBeginner

asked in Billing & Payments

Koodo Fraud???

I don't understand. Changes were made in my account without my knowledge and my data was increased without my permission. Now I have to pay a bill I don't know about. I was scheduled for a call yesterday and they did call twice but didn't speak. All they said was they are sorry they couldn't get to me.What's wrong with this system?I demand to speak with a human being and not a robotic assistant who keeps asking me the same question.I refuse in all rights to pay such bill.That's violation and Koodo has no right what so ever to increase my data without my permission and demand me to pay for it. Non, that's illegal and there are penalties for such. So please, I kindly demand to speak with a human being who will explain everything to me.Thank you.

454

14 days ago

SwampslugRockstar

asked in Billing & Payments

error accessing billing tab

Anyone else getting an error when accessing the billing tab

162

14 days ago

SideshowJeffBeginner

asked in Billing & Payments

Internet and Mobile Bundle deal?

Hi everyone.I’m reaching out for help here as I have had luck speaking with anyone from Koodo over the phone.I am looking to replace both my internet and my cellphone plan, which are currently with Bell.I looked into internet first, and liked the Koodo plan (directed from start.ca), so I signed up for the Unlimited Internet 500 plan. I am waiting for the equipment to arrive and my activation date is Tuesday.I then looked into a cellphone plan, and discovered that Koodo is also a good option, and I’m looking for the Tab Plus plan, along with getting a new Samsung S24. However, I then saw that the internet is offered with $21 per month discount if you are already a koodo mobile customer.I am trying to figure out if I will still be eligible for the $21 per month internet discount, if I signed up for internet first. I have spent more than an hour discussing this with two different koodo employees over the phone, neither of whom were able to understand my question. I spoke with start.ca who

403

14 days ago

wy38Beginner

asked in Billing & Payments

Charged Activation Fee on My Bill

Was told in writing that I would not pay the activation fee. It is showing up on my bill still. How do I get a Koodo rep to waive this?

383

14 days ago

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