Requesting to Dispute Historical Charges on Closed Account

For prepaid services there is absolutely no refunds for boosters, baseplans, or funds in your prepaid account.

If you cancel your service or your service lapse, any funds or items on your prepaid account are forfeited in full.

https://www.koodomobile.com/en/help/topping-your-prepaid-account

Hi Dennis,

Thanks for clarifying it. Then, can you confirm if the account I had was invoiced at a correct amount at $28? If so, how comes my self service account would be deactivated before I get to settle the invoice. Instead, I get cut off to see the invoice and the unpaid balance is going into the 3rd party debt collection?
 

Also, I would like to know if Koodo has the policy where it calculates the interest accrual at 41% at the moment.

Thank you,

Luke

Oliver is right.  It sounds like you have a post paid plan.

If you want to speak with Koodo about a collections claim and dispute it, you will need to request a callback via Koodo assist

https://www.koodomobile.com/en/help?autobots=rollout

Hi Oliver and Dennis,

Thanks for a quick response to the above. I had two separate accounts with Koodo looking at my history and I believed that both of the cases were Prepaid plans.  

I will request a call back to confirm on the Koodo account plan # and further confirm on the case and then to discuss the best solution to mitigate the case which is not with MetCredit.
 

Three days ago, I called the prepaid line to get a hold of an agent to speak about my case. The agent transferred the call to the Monthly agent because the Prepaid agent didn’t have access to the ex-customer.  The Monthly Agent transferred me to Koodo’s Invoice/Collection Team. Then, the Agent told me that only way to resolve is to contact MetCredit to discuss the case.  I called MetCredit and the only way to dispute is to contact Koodos…. So here we are all  back to the sq 1. 

I’ll request for a call back service shortly. 

Thanks,

Luke

 

To be clear, prepaid plans, can never incur overages, unpaid bills, interest, or ever go to collections.

You prepay for the service before you use it, and it wont let you go over or be in default.

Hi Olivia,

It is me again.  My Koodo’s Account ending with #931 has been confirmed that it is monthly.

As explained above, my online account was deactivated and I didn’t get to receive the invoices on my end when it was issued back in Oct/Nov 2022 after porting/closing my account.

I inquired a call back agent, Rony (no further information on the agent was provided when asked) to help me obtain the calculation of the CAD$27 invoice which was issued back then and the agent on the phone couldn’t retrieve the info on his end and referred me to MetCredit…

First of all, can you help me pull out the last invoice of Koodos which showed the $27 (or 28) CAD outstanding balance and an explanation as to how it was prorated?

Then, I would also like to get a copy of the agreement Koodos have with MetCredit, specifically the section where it talks about how the interest charges are being calculated and agreed to be enforced by MetCredit. Per MetCredit, Koodos provided MetCredit with the terms and conditions of the interest on the outstanding balance, which is at 41% based on my conversation with the MetCredit agent.  It will help me validate the the total amount being assessed under my account.

Taking a settelement offered by MetCredit is not an option for me as it will affect the mortgage loan decision made by lenders. 
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Thank you,

Luke

Hey Luke,

from here I suggest you schedule a callback with another rep. Myself and other users here are fellow Koodo customers. The mobile masters just know a lot about everything Koodo and are here to help when we can to figure out issues and hopefully resolve them, so I can’t get the information and documentation that you need.

Where you need previous statements etc but the account is closed, only a rep can get these for you if you don’t have previous copies yourself. There are reps on this platform, however, their abilities are limited if the account has went to collections and is closed.

You can schedule another call using Koodo assist in the link, just note for previous invoices they may charge you a fee, but they will let you know all the details.

I am glad it is confirmed it is a monthly account as that is a step in the right direction, a monthly postpaid rep should be able to help you out with the documents you need. 🙂

https://www.koodomobile.com/en/help?autobots=rollout

Also You can contact collections and ask them to show you the unpaid invoice. I believe that they need to provide details of the unpaid invoice when asked. If they can not provide this then you may not have to pay. But you should check with your province's laws regarding collection agency requirements. 

Update as of  February 10, 2026

I proceeded to make a payment to MetCredit to stop the interests to continue to accrue on February 6th. The Original invoice amount of $27 snowballed up to $153 in the last 3 years.

On February 6th, I emailed the MetCredit Agent who is located in Vancouver,BC, requesting 1) a copy of Original Koodo’s invoice and 2) Terms and Conditions on the Interest charges. I stated that I will take a legal action if no response was provided witin 7 days from the email as the charges made to my account and how it is affecting my credit report cannot be explained.

On Feburray 10th, I called the same metCredit Agent, and he confirmed that a letter of relief will be issued within 48 hours relating to my payment.  I brought up about the two requested information per my email that was sent out on Feburary 6th and how I couldn’t retreive those information from Koodos.  The agent stated that my communication issue with Koodo’s is not MetCredit’s concern. I requested him to respond to my email dated Feburary 6th to confirm or deny my reuqest.  The agent hung up the phone right after stating that “The letter of relief will be sent out within 48 hours for you. Thank you”……

I need all of the Koodos Community advocates to help me get this thread enough attention so that this matter can be flagged up for consideration. 
​@Dennis ​@Oliver C ​@Flo Koodo  ​@Koodo Community Team 

Once it is sent to a collection agency, Koodo no longer handles the debt. It would be best for you to continue following up with MetCredit for the letter. 

​@MilkyWay  - That’s what Koodo agent told me.  Koodo wasn’t able to retreive the old invoice or account history either.

Ironically, MetCredit doesn’t share any of the information that Koodo shared with MetCreidt other than the full amount due.  The only thing that I heard over the phone by a MetCredit agent was that 41% interest was applied per Koodo. 

I am thinking of taking two actions:
1) Dispute on my Credit card Transaction. This may not work because I authorized it, but given, the amount due cannot be supported or ignored on my request by MetCredit, AMEX can possibly help me out on this case. 
2) Small Claims Court based on the refusal of the requested information. I intend to calculate the same interest rate of 41% from the payment date to compensate for the wrongful charges. 

Any thoughts or ideas from any previous customers who went through the dispute routes? 

Also, I have been keeping the printed pages of these threads to ensure that no messages or responses can be altered. I noticed that posted comments can be either removed/edited by person other than me. 

Relief Letter was received and it vaguely says that Koodo Mobile has accepted this as Paid in full. There is no mention of how the total payment was calculated.