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Billing & Payments

All discussions about Koodo billing and payments.

  • 1,098 Topics
  • 4,038 Replies
1092 Topics
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dhearn2712Beginner
asked in Billing & Payments
Why have I been double charged for switching plans?

I switched to a cheaper plan the other day and I’ve now been billed the full amount for both plans as oppose to just the new one. I’m about to cancel Koodo in the next week, so how do I get this removed from my bill before it’s due?

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Flo Koodo
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NicoleCBeginner
asked in Billing & Payments
Stream+ keeps activating when I don't want it

For the past 5 months, Stream+ keeps activating itself & charging me. I have myself, my husband and both my parents on my account and all four are being charged for Stream+. I have called in 3 times to have them take it off & reimburse me and the keep assuring me it won’t happen again. They keep asking if it’s someone in my family activating it and 100% it is not. The last person I spoke with insisted I change my password (which I did) saying perhaps my account was hacked. I’m at my whit's end with this. It is so difficult to actually get someone on the phone & I’m sick of having to deal with this. Seriously considering switching to another provider if this can’t be solved. Now today, the chat function to schedule a call back is not working so I can’t even deal with it. Has anyone else had this issue?

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Flo Koodo
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francebabyBeginner
asked in Billing & Payments
Payment Error 500 self serve

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work. I am outside the country, cannot call. I am using a Canadian credit card. Please contact PM asap.

733
Bernard Koodo
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helppppppppppppppRockstar
asked in Billing & Payments
paid my prepaid account by mistake instead of the postpaid one

I was previously a prepaid customer. I paid $70.28 on I believe december 22 2023 by mistake to the prepaid plan when I should have paid it to the monthly plan. Can I get this money credited to my monthly account? thankyou

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Henry09Beginner
posted in Billing & Payments
how can i get my koodo account number for my sim

I need help on how to get my account number that's associated with my mobile number

2071
Flo Koodo
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BusymomruConnector
asked in Billing & Payments
CALLBACK

I am so frustrated and beginning to regret porting over …. So far I have had to wait for 4 callbacks in addition 2 agents have said they would followup …. I have to say once I am speaking with an Agent they have been fantastic BUT it’s getting to someone that is FRUSTRATING …. I USE self serve whenever I can and avoid BOT’s they aren’t helpful only annoying - when I start a chat I want it be with a person and waiting 3 hours for a callback is ridiculous!!!! I was on with loyalty last weekend and we weren’t finished when call dropped (due to switch/port - I assume) … I was left a voicemail as I could not get service and indication was he would follow up ….nothing! Next day had to schedule a callback …. it went thru but unfortunately she wasn’t able to see notes on loyalty end - nor was the person online - so she sent him a message to call and she said she would follow up - NOTHING …. got my bill and it is NOT as promised and scheduled another callback … 3 hours later I answered and othe

2972
Flo Koodo
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Mario_koodo_phoneBeginner
asked in Billing & Payments
Unable to add any credit card to pre-authorized payment - try 3 differentt ones

I recently tried to change my pre-authorized payment to a new credit card with no luck I’m getting the following error for 3 credit cards I’ve tried to add as pre-authorized payment. All 3 of them work for payment on other services. Address and Name are fully matching. “It looks like that didn't work. There's a problem with the credit card information you've provided. Please try again or use a different card.” I tried calling and doing it over the phone with response: “the credit card you entered is not accepted by Koodo” I then schedule a callback , agent again prompt me to enter the details through automated service and he mentioned it did not work. He gave me a number to call back (855-325-6636) , but it was the same menu as from *611 and tried it again and did not work.. At this point is beyond frustrating. Please advice!

3141
Flo Koodo
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Chris WaltonBeginner
asked in Billing & Payments
Monthly aut

How do you switch from a prepaid monthly phone to an automatic payment out of a banking account

151
Flo Koodo
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sgalligan94Beginner
asked in Billing & Payments
Charged for roaming on Vancouver Island

I've been charged $14 for Roaming while visiting Vancouver Island. What's the quickest way to get this reversed?

815
Darius Koodo
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Mr. KBeginner
asked in Billing & Payments
Need refund for Stream+ paid by non phone users

Hi, Posting this for a friend as he doesn’t have a Koodo account. Tried getting the Stream+ subscriptions online but didn’t get any activation email despite payment made. Need either the subscription or process refund. How do I get in touch with a live agent who can sort this out? Thanks

353
Flo Koodo
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K102Organizer
asked in Billing & Payments
Koodo Prime / Streaming+ Billing

Hello All, I have paid through Koodo for Amazon Prime March 25 - April 24. Also signed up for Streaming+ with payment already processed March 31. Will I be refunded for Koodo Amazon Prime? Also is Streaming paid through Koodo or direct to Credit Card? Thank you !

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MomolokuBeginner
asked in Billing & Payments
Add business name on invoice

Hello Guys, Any idea how can I add my business name on every invoice so that I could claim my phone plan as a company expense.

1041
Allan M
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KeelyConnector
asked in Billing & Payments
how to cancel my device protection plan

I’m getting charged for a device protection plan though my banking app, but it doesn’t show on my Koodo account that I pay for it! How would I contact Koodo to help me with that. I do not want the plan because they have been charging me more and more money for it.

2747
Jru Gordon
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JakeIrvineRockstar
asked in Billing & Payments
Applying Tax Exemption for Stream+

I have been going back and forth on and off of phone trying to apply a tax exemption on the Subscription based Stream+. It seems like a lot of the support techs do not know of this subscription based Steam+ option. I emailed the Tax Exemption Department asking to apply the tax exemption to my Stream+ Subscription and they are telling me to add Stream+ as an Add-On to my regular phone bill. There are 2 different services with the same name which makes this very frustrating and confusing for both the customer and seemingly the support. The separate subscription model has Prime, Disney+ and Netflix. The Add-on version has Netflix, AppleTV and Discovery+. Can I go through this thread to escalate this matter? Since its not an add-on to my current phone plan and billed separately as a monthly subscription, it will need to be applied to that separately.

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robMember
asked in Billing & Payments
auto payments?

I have a koodo phone plan that i pay for through my bank account after i am billed. Im wanting to start a koodo internet service but i would like the same payment method, not auto payment from my credit card. How do i go about this?

531
Flo Koodo
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ABPuddleBeginner
asked in Billing & Payments
Payment problem

Trying to my bill several times but getting message ‘the service is unavailable right now’

322
Bernard Koodo
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JMCLJjwBeginner
asked in Billing & Payments
internet price is permanent?

Is the internet plan for 44 a month permanent? Or does the price go up after a few months? Interested in it, but only if the price is permanent.

1103
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mayazBeginner
asked in Billing & Payments
Roaming Issue

Today, I got a message from Koodo that says I’m roaming in the States but I haven’t left Canada. I work in Delta, BC which is located near US border. I think there is an issue. Can you help me to solve this issue?

741
Bernard Koodo
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WhovianCanuckOrganizer
asked in Billing & Payments
No sim card yet, already being charged.

I've already seen this question, but there has been no answer at all. I received an email yesterday regarding my monthly bill. The sim card was just shipped on Tuesday. Why are they already charging me for days last week, etc., when I don't have my sim card yet and can't access any services from it yet? I am in Northern Ontario, so it takes longer for mail to arrive. I am trying to get a hold of customer service.

2879
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LagBeginner
asked in Billing & Payments
Not receiving an email

Why am I not receiving an email that my account is due?

451
Boa_Guy Koodo
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TimashievMember
asked in Billing & Payments
Account Closure Issue: Unexplained -$53.13 Charge After Full Payment

"I closed the account, paid all the bills, including the last one for $27.00, paid on March 10, 2024. On my account, it is stated that 'Your account is canceled. You will still have access for 3 months after cancellation.' However, today, on March 13, 2024, I see on my account: AMOUNT DUE -$53.13, Due: March 11, 2024. Why did I receive a bill for -$53.13 when I have already paid everything?"

1263
Dinh
LindseyG
LindseyGBeginner
asked in Billing & Payments
Will I be automatically charged next month for the $ 50.00 per 30 days plan?

Hi, I’m visiting family in Canada and decided to get a SIM card from Koodo. The person who sold it to me said it was a prepaid plan that will only last for one month and that I will need to manually top it up after that, but when I logged into my Prepaid Self Serve account it says I will be billed again for $56 next month. I will be back in my home country next month and won’t need to pay for the SIM card until I next visit. Can someone tell me if it’s normal to see a bill for the next month, or should I contact Koodo to cancel the upcoming charge? My credit card is not on the account to provide automatic top ups, but I don’t want to be billed monthly by Koodo when I am not using the SIM. Thanks for any help!

1464
LindseyG
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LisittyBeginner
asked in Billing & Payments
Help. KMBLaw email, is it a scam?

Hey so I have a friend who is a previous Koodo customer who fell on hard times and had theyre phone and account disconnected for non payment. They have now received and email from KMBLaw stating they have only 5 days to pay the balance before further action happens.. Now my question is, is KMBLaw a legitimate service that Koodo uses? Some red flags in this email are the fact that they are only accepting e-tranfer or for my friend to click a link to pay by credit card. As well, the lawyer that sent the email is not listed on the KMBLaw website.. Any advice would be appreciated thanks..

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D
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Sojung HanBeginner
asked in Billing & Payments
regarding a refund

Hi, I canceled my phone line last week and noticed that I overpaid on my phone bill. I paid last month's phone bill with my debit card. Could you let me know when I can expect a refund for that?

2944
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YangLiConnector
asked in Billing & Payments
refund

My account number is **98 and I switched to another carrier during the Christmas 2023, why I haven’t received my refund for the overpaid amount? Thanks, Yang

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