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Misled by staff, left Canada March 1st but still charged March 5th

  • March 31, 2026
  • 3 replies
  • 40 views
A

Hi Koodo,

I am writing to dispute a recent charge and request an immediate cancellation of my account.

I left Vancouver and arrived in Hong Kong on March 1st. Before leaving, I went to a Koodo store to cancel my service. The staff there told me that I didn't need to do anything or pay further, as the number would "auto-cancel" if left alone.

Trusting this advice, I did not follow up. However, I was still charged on March 5th.

  1. I haven't used the SIM card since March 1st.

  2. I cannot use the Koodo Assist callback because I am in Hong Kong (+852).

  3. I request a refund/reversal of the March 5th charge and the immediate closure of my account.

Please have a representative contact me via private message to resolve this.

Thank you.

3 replies

R
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  • Robert T
  • Mobile Master
  • March 31, 2026

Store staff can't cancel your service; only Koodo can, and it doesn't auto-cancel like they said. Hit up their live chat at www.koodo.com/chat, type "I want to cancel," and explain the bad advice plus the March 5 charge for a reversal and shutdown. I'll flag a rep so he can assist you.

Since you're in Hong Kong, try Koodo on Facebook or Twitter too; they often help international folks who can't callback.

No usage since March 1st strengthens your dispute; push for that refund in chat.

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
    Dinh
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    • Dinh
    • Mobile Master
    • March 31, 2026

    Are you a prepaid or postpaid customer?
    Only postpaid service need calling for cancellation. If you are a prepaid customer, all you have to do is to remove your preauthorized payment method in selfserve.

    A Koodo customer, opinions are my own.
    Koodo
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    • Koodo
    • Official Rep
    • March 31, 2026

    Hello ​@abbot We verified and we can see that you already spoke with one of our representatives and your request was addressed. We are glad to see that it was resolved. 

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