Billing & Payments

I recently changed my phone plan with Koodo and was promised a $30 CAD credit by customer service for referring a friend, which can serve as a waive of the setup fee. However, this credit hasn't appeared on my bill, and I could not find any real person to resolve this issue. Could someone please advise on how can I reach out to the real person to ask for this issue?? When can I expect to see it reflected in my account? Any help would be greatly appreciated. Thank you! 

I paid off my Tab a few months ago knowing I was going to be dropping Koodo sometime this year.  Prior April 20th I switched providers.  Now I have a bill that states I am owing a monthly bill of $33.30 plus GST/PST for period of May 12-June 11.  I don’t understand.  I do not owe anything on my Tab as it was cleared off quite some time ago.  I don’t believe I owe anything to Koodo.  Especially not for a time period of May 12-June 11.  What am I misunderstanding?  How can I get them to cancel this charge that I don’t believe I owe them?

Last month I received a text offering a better and cheaper monthly plan as long I upgraded my phone.  I signed up, selected my new phone, then received an email confirming what my new monthly fee would be which was the cheaper monthly rate plus the tab.  My new phone has arrived is activated.  I don’t know if this is relevant, but I did transfer the SIM from my old phone to the new phone.  My monthly bill came out today, I see I am still being charged my old plan price and my self-serve account is still show the old plan and old rate.  What process do I need to follow to fix this?  Thank you. 

I am a student and i bought the phone with koodo on EMI. SO, im currently paying both the phone’s EMI and the bill. I am going on a vacay for like two months, the billing date here shows 22nd may and i will be leaving on may 26th and will be back by july 29th or sum. What do i do because i technically dont want the data plan from 26th may till end of july. Also, another question. I know its a little dumb but i just want to make sure. So for example i cut off from the data plan for a while, would i still be able to access wifi and all or i wont be able to access any form of internet?Also, what should i do to cancel the subscription because i think i would still have to pay for the phone’s EMI. Do you think they can just charge me till 26th or so and then i can activate it again right when i come back? If yes, how do i do that. If no, then what should i do?

I used to get my bill via text every month.  Then I changed my number and now I don't.  I called 3 times and was assured that it would now come to my new number.  Is there nobody working at Koodo that knows how to fix this problem?? It's not brain surgery after all. It's really starting to irk me

Hey folks, I had a koodo plan where I was getting 50$ for 70gb, 5G speeds. I have been trying to get the EPP applied on this for like 2 months now but there was a paystub issue, I got that fixed and just got an email my plan is not eligible for EPP.So I called Koodo and they switched my plan to 55$ for 80gb, 5G speeds. They also mentioned only 55$+ plans are eligible for EPP, Im just afraid I was oversold because in self serve I can see 50$ for 60gb plans too. Can anybody confirm?

I was perfectly okay with my cell phone services, till one day one of your Sales Rep came to my door to sell the plans, the plan itself was attractive, however, I asked about roam charges, as I do not want any roaming or charges, the lady clearly explained unless and until I DO NOT REQUEST via phone or self serve for activating roaming outside Canada I DO NOT NEED TO WORRY the only thing she advised was to keep data roaming OFF, so I bought two plans, one for my wife and the other for my daughter, quite satisfies, so much that I planned to move all my cell phone accounts with Koodo, being a loyal customer with Telus for many many years i trusted, was satisfied that I intend to move my Bell internet with Koodo, until recently when I get a “SURPRISED” account update with an exuberant Roaming charges, Not sure how can a company like Telus allows such a scam, the worst part, your customer services, absolutely terrible attitude, they make sure Customer is always wrong, the way they talk is

Hello! I’ve been charged six times for roaming fees since the beginning of this year, each time I’ve been close to the border but I don’t turn on my data until I cross. How do I get these fees removed from my bill?

A member asked for details; from not so far history here is an example. Because of my health and age I go to the US and spend the winter with family. I did that before I became Koodo’s customer, therefore they knew. Koodo tried to entice me to join a monthly plan for ‘Roaming’. I declined since I rarely use my phone; it is mainly for emergencies. For 23 days, Koodo cutoff service as punishment. It was time and I came back to Canada and I received an email saying “there is someone in the US pretending to be you…” to justify not giving credit for the 23 days. My reply was 2-questions: “did Koodo receive 2 signals from US and Canada same time?” The other question was “even if that were true, this is a network security issue, why are you telling me? Do you expect me to solve it for you?” There was no answer of course!!! Not only that, they used that same crap 2 more times to cover-up scams. Another beauty; over $100 “service charge” suddenly appeared in my bill. Before I could contact Kood

Hi,I recently got a monthly plan from Koodo for the duration of my stay in Canada. Since I am back in my home country, I requested to cancel my phone number/account and was told I’d be able to pay the remaining bill according to my usage when the number was cancelled. Now that it is cancelled, I have been trying to pay the bill nearly every day, but I’m faced with an error message just as I try to pay: “The service is unavailable right now | Our systems aren’t able to process your request at this time. Check back shortly or refresh the page. | Error code #500”. I also do not have a canadian bank account, so paying through a bank is also not possible for me. I tried to request a callback to sort out this issue so I could pay my bill, but unfortunately, I no longer have a Canadian phone number, and I am not in Canada anymore, and the chatbot says it will only callback Canadian phone numbers. This means I have no way to reach Koodo and resolve this issue directly and pay my bill, and unfo

I’m currently out of the Canada for 4 months and I was advised by Koodo to temporarily suspend my service so that I don’t have to pay the full amount of my plan  (50GB UL Can Min SFD) while I’m away. I paused my service on May 2, 2024, but Koodo is still charging me for my 50GB UL Can Min SFD plan this May. Does that mean that I’ll be paying for my regular phone plan service this month only, and I’ll be charged for the seasonal hold plan next month (June)?

Koodo keeps trying to rip me off. Latest after being hounded by Koodo to get 5G phone I bought one on Feb 26 and paid the deposit on the phone and monthly charge for March. I pay in ADVANCE like everybody. I received a bill for Mar in Feb. You would expect the thieves to cancel Feb bill after paying for Mar with the new phone on Feb 26. But no they like to steal from seniors. This is not the first attempt to steal from me!!!!

few days ago I wanted change my payment method, and I cancel the Pre-authorized Payment,  and I found the plan was changed from 29 to 35.  what happened to my account?

I got charged for an easy room intl for 6 16$/day.. how do I reach the customer service email to report this issue while I'm abroad?

I am here in Canada for only 6 months and got a koodo sim card. I don’t have a Canadian credit card nor do I have a Canadian bank account. I have a Revolut card using which I make the payments. I am not able to make the payment for my plan via this card. What shall I do?

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?  

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?

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. 

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

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

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 oth

I recently tried to change my pre-authorized payment to a new credit card with no luckI’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! 

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

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

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