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Question

Koodo kept charging me after I left Canada and requested cancellation — how to fix this?

  • January 28, 2026
  • 5 replies
  • 54 views
R

I’m sharing my experience to ask for advice and to warn others.

I left Canada permanently in August 2025. Before leaving, I called Koodo and explicitly asked to cancel all mobile services on my account. I was told that the services would be cancelled.

After leaving Canada:

  • I no longer had the phones or SIM cards

  • I did not use the service at all

  • I am now living outside Canada and cannot call Canadian phone numbers

Recently, I checked my bank account and discovered that Koodo continued charging me monthly from August 2025 through January 2026, despite my cancellation request. These were recurring charges taken directly from my bank account.

When I later logged into Self Serve, I saw that all three family lines were still active, which was a complete surprise.

This appears to be a clear billing and cancellation failure:

  • Cancellation was requested in August 2025

  • No service was used afterward

  • Charges continued without my consent

I am currently trying to resolve this online via chat, since phone calls are not possible from abroad.

My questions:

  • Has anyone successfully cancelled Koodo service from outside Canada?

  • What is the best way to get a backdated cancellation and refund?

  • Is filing a formal complaint the only effective solution?

Any advice or shared experience would be greatly appreciated.

5 replies

Dinh
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  • Dinh
  • Mobile Master
  • January 28, 2026

When you asked for cancellation, did you receive any email to confirm the request?
As well, after cancellation, did you receive their “final bill”?. Was that bill paid?

A Koodo customer, opinions are my own.
Flo Koodo
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  • Flo Koodo
  • Official Rep
  • January 28, 2026

Hi there ​@Realstory 

We have just looked into it and we identified an active account based on your community profile.

We have just sent you a PM so we can confirm some more detials, please check your community inbox when you get the chance.

R
  • Realstory
  • Author
  • Beginner
  • January 28, 2026

Dinh  

I paid everything I was supposed to pay at the time. When I called, they told me that they would cancel everything and that no further action was needed from me.

I did not receive any email confirmation of the cancellation. After that first call, I called them again to confirm that the cancellation for the specified date was properly scheduled, and they confirmed that it was.

Based on that confirmation, I had peace of mind and believed that everything was taken care of.

 

R
  • Realstory
  • Author
  • Beginner
  • January 28, 2026

I am trying to cancel the service after it continued billing me for six months following my cancellation request.

I am unable to cancel the service online. The Self Serve interface does not provide a clear option to cancel a line or close the account. Instead, it only presents options to change plans or upgrade services.

This makes it very difficult to complete a cancellation independently, especially for customers who are outside Canada and cannot call by phone. I am simply asking for the service to be cancelled and for the billing issue to be resolved.

Allan M
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  • Allan M
  • Mobile Master
  • January 28, 2026

Did you check on the private message that ​@Flo Koodo sent you?

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