HI Team,
As promised, after waiting a long time, I finally received two promotional Koodo SIM cards by mail. However, there were no instructions included on how to switch our old SIM cards to the new ones.
My wife and I are seniors, and because we could not complete the activation ourselves, we visited a Telus store on December 21, 2025. The sales representative, Mr. Mitch F( please find the store location below & copy of the receipt ) helped install the SIM cards but then informed me that I needed to pay $135.60 for “store installation charges.” As promised, after waiting a long time, I finally received two promotional Koodo SIM cards by mail. However, there were no instructions included on how to switch our old SIM cards to the new ones.
When I asked why I was being charged for something related to a Koodo promotion, he told me to contact Koodo customer service. After waiting on hold for a long time, customer service told me to go back to the store. We are now being sent back and forth with no resolution.
This situation is extremely disappointing, especially from a reputable company like Telus/Koodo. We should not be charged for installing SIM cards that were part of a Koodo promotion, especially when no instructions were provided and we had no choice but to seek help.
I am requesting the following:
- A full refund of the $135.60 installation fee
- Confirmation that our promotional SIM activation is correctly completed
- Assurance that this issue will not affect our service or billing.
