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refund of charges upon porting out to another carrier

  • January 12, 2026
  • 7 replies
  • 35 views
J

Hi Koodoo community and customer service team,

I was a koodoo customer until Dec 24 when I ported out. My bill in Dec was paid through pre authorised payment on dec 8 for period dec22 to Jan 21 for 2 lines at $25 (after pre authorised discount) each/ line.  Now it shows I have a refund due of $14.70. I only used koodoo service for 4 days of billing period and should be refunded from Dec 25- Jan 21. My account does not provide any details of how they arrived at $14.70 . in my view refund should be approx $49 for unused portion of the bill already paid.

Koodoo assist and schedule call back is disabled for me through chat as I dont have an active number with koodoo. Koodoo has completely shut me out. I am extremely disappointed as they have wrongfuly charged me by understating refund. Any suggestions on how to get Koodoo customer service to respond in next 2-3 days. if not, I am going to CRTC to get my money back.

Best answer by Flo Koodo

Hi ​@jaspshah 

We have looked into it and we see the cancelation date was after the billing date, which means the final bill is not yet ready.

We recommend waiting for the final bill which should be visible a few days after the bill date. coming in January.

Please note that bill credits and discounts are provided for full billing periods only. In case of a cancelation in the middle of a billing cycle, the bill credits applied for that billing cycle will be charged back on the final bill.

We recommend checking the service terms and the last bill page PDF bill details regarding the bill credits policy.

7 replies

G
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  • Goran
  • Mobile Master
  • January 12, 2026

You should still be able to schedule a callback although I believe billing matters go through the express messaging system now first. Did you try that and not get a response? 

J
  • jaspshah
  • Author
  • Connector
  • January 12, 2026

They have shut me out on express message system too. Just want to be able to talk to customer service. If not I go to ccts. Thanks.

J
  • jaspshah
  • Author
  • Connector
  • January 12, 2026

Hi Goran,

thanks a lot for responding. express messaging is also shut out for me. and no way to contact them, it seems like their game plan is to withdraw money from bank and then give no chance to talk to customer service. they get to keep the money unless some one contacts ccts/crtc. I already contacted them as the lady on chat with ccts says my complaint falls within their jurisdiction.

J
  • jaspshah
  • Author
  • Connector
  • January 12, 2026

hI koodoo customer service team,’what you are doing is wrong, unethical and unfair to customers by withdrawing money from bank and blocking ported out customers from contacting customer service in any possible way. thanks.

J
  • jaspshah
  • Author
  • Connector
  • January 12, 2026

i am trying to send you message on x as koodoo custome service has completly shut me out post porting. disappointed and furios with koodoo for wrongfully withholding  my money.

 

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • Answer
  • January 12, 2026

Hi ​@jaspshah 

We have looked into it and we see the cancelation date was after the billing date, which means the final bill is not yet ready.

We recommend waiting for the final bill which should be visible a few days after the bill date. coming in January.

Please note that bill credits and discounts are provided for full billing periods only. In case of a cancelation in the middle of a billing cycle, the bill credits applied for that billing cycle will be charged back on the final bill.

We recommend checking the service terms and the last bill page PDF bill details regarding the bill credits policy.

G
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  • Goran
  • Mobile Master
  • January 12, 2026

There’s no need to try multiple contact mediums at the same time. You’ll find assistance here quickly enough. 

Yes I am surprised to hear that you couldn’t have either option through Koodo Assist. You’re still supposed to be able to speak to a rep, even if you’re not a customer. 

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