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Billing & Payments

All discussions about Koodo billing and payments.

  • 1,156 Topics
  • 4,308 Replies
1156 Topics
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whiterabbit09Beginner
asked in Billing & Payments
Auto-Pay discount not applying

Hello! two of the lines on my account, when I look at the account overview, states “Additional $5/mo discount when you set up auto pay. See below for screenshots of both lines. However, when I look through my bill I do not see any indication of these discounts being applied. I have had auto-pay set up on my account for years now, and have had these specific plans in place for many months now. Can anyone help if this is a visual bug on the website or if I should be getting this discount?  

533
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20 days ago
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Alex.TBeginner
asked in Billing & Payments
Billing Issue

Hello,I am facing an issue with the bill I received, which differs from the terms agreed upon during my initial conversation with your representative.I was told:There would be no transfer fee for switching from another provider. The monthly plan would cost $34 CAD.However, upon receiving the bill, I noticed the following:A transfer fee has been added. The monthly plan cost is listed as $39 CAD instead of the agreed $34 CAD.I do not understand why this bill was issued, as the SIM card is still on its way, and I have not been able to use your services yet.I tried contacting an operator through the call center, but I only receive short, unhelpful responses from the automated system, which does not resolve the issue. This is starting to feel like a scam, and I am seriously considering canceling your services.I kindly ask for your assistance in resolving this matter.

433
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20 days ago
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Mcc006Beginner
asked in Billing & Payments
Charged 3x for Stream+

I switched to Koodo on Nov 26th. I also set up my Stream+ account that same day.  The person on the mobile klinik kiosk tried to set it up for me but was unable to. I called customer service they helped me with a new account which had another problem and was escalated to technical support which solved the problem and was successful. In the end, I was charged $11.30 3x that same day. I was assured throughout that I will be credited back the charges for the failed attempts. They said while on the call that they have initiated the refund process. The charges were posted on Nov 27th and I was never credited back. Who can I contact to resolve this? 

243
Darius Koodo
20 days ago
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balitadAdvisor
asked in Billing & Payments
Missing $5 pre authorized payment discount HELP

Dear Koodo, I recently moved three lines from Fido to Koodo through an online sales advisor during the Black Friday promotion for the $29/20GB plan. Upon activating the lines, I immediately set up the $5 prepayment discount for each line. However, when I reviewed my invoice, I noticed the $5 discount per line was not applied. I contacted the online sales advisor, who assured me the issue would be resolved once the first prepayment was processed. Unfortunately, after reviewing my account today, the $5 discounts still have not been applied to any of the lines. I am extremely disappointed with this experience as I trusted Koodo and the advisor’s assurance. If this issue is not resolved promptly, I will consider returning to Fido, which has already reached out with a retention offer. Please provide an explanation and resolve this issue immediately. Thank you,    

1178
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20 days ago
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flyingpobConnector
asked in Billing & Payments
How do i get a refund for a double charge/my account to reflect that my balance owing has been paid?

Currently on the phone with koodo for the 4th time, on dec 14th i was double charged, dec 18th i called to explain and get my money back. nope. call your bank, bank says because they recognize the double charge they wont dispute it and koodo can just cancel the payment. Well it says they have no payment from me. Dec 18th after i called i get an email acknowledging i paid a completely different amount. Which isnt true.  How do i get my money back and my account to reflect the bill has been paid? Customer care is just as confused as me

805
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20 days ago
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chrisychOrganizer
asked in Billing & Payments
No $5 Discount After Pre-Authorized Payment Setup – Need Help

The system does not provide a $5 reduction after setting up the pre-authorized payment.Can anyone tell me how to resolve this issue?Thank you.

542
Darius Koodo
20 days ago
J
Jose netoBeginner
asked in Billing & Payments
internet blocked

Unfortunately, this company does not have the technical, logistical and financial capabilities to perform quality work. From the execution of duplicate charges, deletion of payment histories, undue charges, support website with several bugs, lack of stable connectivity, lack of auto connection, lack of quality human support, lack of human chat, deficiency in responses from this community, duplicate values, instability in service. I would like to know how to have email service so that your company can have a minimum of logical and rational service.

463
Darius Koodo
20 days ago
E
ErinmasseBeginner
asked in Billing & Payments
wrong US roaming charges

Please remove the roaming charges on our account as we live on a border city and it constantly picks up US roaming. Thanks. 

181
Darius Koodo
20 days ago
Suzanne Suzanne
Suzanne SuzanneBeginner
asked in Billing & Payments
Tab bonus question

I just bought a new phone from Samsung. I had $85 left on my tab. I paid the tab off. And it's showing a tab bonus do I owe this. It was 80 something dollars they gave me half offf it said. Tab balance shows zero. Do I owe this tab balance? Would I owe it had I not paid the tab off? I didn't buy the phone from them but I plan on staying with them and when I paid the tab off it didn't say anything about the tab bonus.If I have to pay to only because I paid the tab off I will correct that somehow thank you for your help. One thing I hate about Koodo is you can't phone you have to schedule a call but I think that's ridiculous I've never heard of that in  my life

381
O
21 days ago
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louis1234457Beginner
asked in Billing & Payments
payment was declined

I set up yesterday my pre-authorized payment and payed my bill manually. Today I got an email, which states that my bill was declined by my financial institution (BMO). But in the email it doesn't say if my bill or my pre-authorized payment was declined... . In the Koodo app it says my payment was received so there shouldn't be any late payment fees, right? Does anyone had similar problems? Thanks for your help

251
O
22 days ago
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CorruptedDonutBeginner
asked in Billing & Payments
Is it normal for Koodo to lie to you?

I was told, considering my phone was stolen, that I wouldn't have to worry about connection fees nor a phone swap fee, yet it's on my bill. Is it typical of Koodo to lie to their customers?

281
Darius Koodo
22 days ago
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warpdriveOrganizer
asked in Billing & Payments
Only one of two bill credits applied?

I just freshly ported in two lines using the PROMOWEB120 promo code for each line which gives each line a $10.50 monthly discount for 24 months. I just received the first bill and it looks as though only one of the two lines received a $10.00 discount, not even the full $10.50? Maybe the GST is factored in?I’ve noticed in other posts where folks say you might not get your credit until the second month, I just found it odd one line received  it and the other didn’t. Is it possible for sometime to have a look to see what happened?Cheers!  

1016
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22 days ago
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adizzy22Beginner
asked in Billing & Payments
Credit card canceled due to fraud/ payment overdue

My credit card was cancelled last week due to some suspicious/ fraudulent activity.I was told my new card would be show up in 5-10 business days. Of course, being the holidays, that’s not till next week. I don’t have a second card I can use in this case.Any way I can ensure I don’t get late charges/ create any issues?  

391
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22 days ago
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InLimboBeginner
posted in Billing & Payments
roaming alert while still in canada

Koodo: instead of having customers jump through hoops to ensure we don’t get alerts and charged for roaming in the US when we haven’t crossed the border, please fix the situation. Make it easy for your customers. We shouldn’t have to get caught in the loop of navigating your online rabbit hole for assistance. Instead, we should have confidence that this situation will be resolved.

141
Darius Koodo
23 days ago
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ACM88Beginner
asked in Billing & Payments
Accidental roaming fees

Please remove accidental roaming fees of $14 for November. I live near the border and did not leave the country. Thank you.

333
Darius Koodo
23 days ago
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flying66Beginner
asked in Billing & Payments
Bill credit not applied?

Hi I got a message from koodo in November that my expiring bill credit would be automatically replaced with a different bill credit for 6 months but no credit has been applied to my bill? 

272
F
23 days ago
T
Toronto0988Beginner
asked in Billing & Payments
double payment

I’m new to Koodo. I recently set up auto pay, but it said it would take effect the following month, so January. My first bill for December is due on the 27th, so I made a payment on the 20th. I just checked my bank account and saw the auto payment went through, so now I’ve double paid for December. Is there a way to get the credit back to me. If I had known the auto pay would go through in the month I changed it, I wouldn’t have made a manual payment and it’s just before Christmas.  Any advice?

403
Flo Koodo
24 days ago
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GujjuCanuckBeginner
asked in Billing & Payments
Going out of canada for 40 days - just need incoming text

Hi, I will be travelling outside canada for 40 days soon. I have local sim of the travel destination and will use that all the time. I will only need to use my koodo sim for incoming otp texts from banks etc when I need to login to them from time to time.  According to my understanding, when I put in my koodo sim , I need to make sure that mobile data and data roaming are off at that time. I will receive the incoming text and won’t be charged for the same.  Is this assumption correct or would I be charged anything ? Thank you for the help.

341
Flo Koodo
24 days ago
G
GGBConnector
asked in Billing & Payments
double connection fee

I am new to Koodo just 5 days from now. Customer service helped me to port my sim and I requested for e-sim. Today I received my bill online and  Koodo charged me 2 lines of connection fee of  $70 each total of $140 to the bill. The customer service who helped me said it is free but not free at all instead koodo charged me twice connection service fee. Poor signal as well, always connecting or not connected to the internet. I regret porting to Koodo. Very disappointed.  

536
G
24 days ago
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Ziming PangAdvisor
asked in Billing & Payments
discount?

“Additional discount of $5/mo. when you set up auto-pay” on the plan instruction.I set up the auto-pay the day I got this phone card, but I was still charged 34$, the original price, rather than 29$.why?

704
Z
25 days ago
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CCBCBeginner
asked in Billing & Payments
Incorrect billing for roaming charges

Recently traveled to Maui.  Prior to travel I had visited a Koodo kiosk to put my phone on the correct settings so that I wouldn’t incur roaming charges.  Yet, I just got my bill and you’ve charged me for 2 days!I did everything I could to ensure that I wouldn’t get charged and it happened anyway.  Very frustrating!I used my phone extensively for work while I was away and used What’s App for calling.  I don’t understand why I got charged by I would like it reversed.  I’ll pay may correct bill less these charges and would appreciate a credit at your earliest convenience.Kind regards,CCBC 

351
Flo Koodo
25 days ago
A
anuserOrganizer
asked in Billing & Payments
Easy Roam

I received a message telling that I’m charged for Easy Roam, when I never enabled it!!! But that’s not even the problem. Even worse, now I went to the website and click on “Add Easy Roam”, assuming that then there would be an option and make it clear that I’m opting out of the service, to minimize the damage. But there’s no opt out!! they claim that I should keep my phone in airplane mode. But then, how am I supposed to receive free SMS for account verification of websites or call a free customer service? I can’t wait to come back to Canada to cancel Koodo. They’ve already increased my price last month without any notice, and I can see that if you’re a new customer they charge you less for the same plan. Now I’ll pay the Easy Roam for all the days they’ll claim, but I swear that this is the last time Koodo screws me over.

407
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25 days ago
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BetrueBeginner
asked in Billing & Payments
unable to change billing address

I’ve been trying to do this for days, using different browsers. It accepts the new address just fine, but does not update it.  i have a new phone in my cart, but don’t want it sent to my old address.  I couldn’t find any helpful tips among the replies to the same questions here so hopefully someone will reach out to help.  thanks

291
Flo Koodo
25 days ago
Cathy Prince-Reid
Cathy Prince-ReidBeginner
asked in Billing & Payments
Why am i still being billed by my previous internet provider?

Switched over to Koodo internet Nov 20 and Roger’s is still sending bills to me.  Doesn’t Koodo notify previous providers that a customer has switched?

321
Allan M
25 days ago
Kyeong-bo Ham
Kyeong-bo HamBeginner
asked in Billing & Payments
how to pay my monthly fee

Dear Sirs, I'm currently in Soutth Korea, not Canada, so I can't pay monthly fee now.I can't access Koodo app because I can't roam with my plan that's why I'm not paying the monthly fee.Please kindly check if I can pay in other ways. Account number : 1000000xxxxxxxName : Ham Kyeongbo  Best Regards,Kyeongbo Ham

525
Kyeong-bo Ham
25 days ago

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