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Request for Refund and Account Deletion Confirmation

  • February 19, 2026
  • 5 replies
  • 60 views
J

I’m writing to request help regarding my account deletion request and an incorrect charge that occurred after I repeatedly asked for my account to be deleted and my plan/service to be suspended/cancelled.

 

I contacted Koodo multiple times to request:

1.deletion/closure of my Koodo account (including cancellation of the line), and

2. suspension/termination of my plan/service.

 

During these conversations, a representative told me there would be no further charges. I also have a recording of the phone call as evidence.

 

However, I was charged $45.25 on February 12. I returned to Korea from Canada on January 10, and I deleted my eSIM at that time. Since I have not used Koodo service after leaving Canada, I do not understand why I am still being billed.

 

Therefore, I am requesting a full refund of the $45.25 that has already been charged on February 12.

 

Please also provide:

 

  • Written confirmation that my Koodo account/line has been fully cancelled and deleted/closed

  • Confirmation that no further charges will occur 

 

This topic has been closed for replies.

5 replies

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  • Dennis
  • Mobile Master
  • February 19, 2026

Did you get an account cancellation confirmation email?

When you login to your self serve are you able to download your last 2 detailed pdf ebills?   Please review these pdf’s in detail.   Do the charges look like they are a continuation of the plan or is it for something else?

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
    J
    • Juhui Kim
    • Author
    • Beginner
    • February 19, 2026

    I received the account cancellation email. But I don’t understand how I can still log in right now. I downloaded the e-bills, but it shows that I used the plan after I requested to cancel the plan. I requested to suspend the service in December, but the January usage fee was paid. I tried to solve the problem with an agent, but I can’t use the chatbot service because my phone number is not valid. I don’t have a Canadian number right now and I’m in Korea—how can I get a refund? I’m so upset.

    M
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    • MilkyWay
    • Mobile Master
    • February 19, 2026

    Since you are unable to schedule a callback, I would suggest you to send a message to a rep on Facebook Messenger or Twitter and follow up with them directly. https://m.me/Koodo 

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    • Dennis
    • Mobile Master
    • February 19, 2026

    I received the account cancellation email. But I don’t understand how I can still log in right now.

    If you closed your account in January, then your self serve account remains for 90 days before it is shut down.

    I downloaded the e-bills, but it shows that I used the plan after I requested to cancel the plan. I requested to suspend the service in December

     

    “Cancel” and “suspend” mean different things.

     

    , but the January usage fee was paid. I tried to solve the problem with an agent, but I can’t use the chatbot service because my phone number is not valid. I don’t have a Canadian number right now and I’m in Korea—how can I get a refund? I’m so upset.

    Can you post a screenshot of your cancellation email and of page 3 of your most recent pdf ebill under Mobile Services?  Just make sure to black out any personal info

    Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
    Koodo
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    • Koodo
    • Official Rep
    • February 19, 2026

    Hello ​@Juhui Kim  We can see that the account was cancelled within the ongoing bill cycle ( 2 days in the current bill cycle), at the time of your request. 

    Before it was cancelled the new invoice was already generated for the ongoing bill cycle and since preauthorized payment was present on the account, a payment was taken for the ongoing charges. 

    As the account was cancelled before the bill cycle ended, you will receive a final invoice reflecting the final adjustments and pro-rated credit for the remaining, unused period within this bill cycle. 

    After the final invoice will be released, at the end of this month and when you see it present in the Koodo Self Serve account, you can reach out to us with a private message through Social Media. You can use the links at the bottom right of this page.

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