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Unable to request review of bill charge - website malfunction

  • August 21, 2026
  • 5 replies
  • 89 views

I want a charge on my bill reviewed. I have logged in to the self-serve portal, clicked on “review a charge”, entered all of the info, including why I am requesting the review, and then whenever I hit submit, I get the same “unknown error” message. I have gone through this every day for the past three days, sometimes several times a day, and yet I always get the same unknown error message. This almost seems like its by design to frustrate me into giving up and just paying the charge. Can someone from koodo please look into this and fix the website so that I can use the self serve portal as it was intended?

Best answer by Dinh

Since it's been failing for three days already, let me flag a rep to look into it and get the charge review submitted on their end. I assume your account is active and no suspension?

Also,. Does the form fail the same way on desktop as it does on mobile? And are you currently residing in Canada and not using VPN?

    5 replies

    Dinh
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    • Dinh
    • Mobile Master
    • Answer
    • August 21, 2026

    Since it's been failing for three days already, let me flag a rep to look into it and get the charge review submitted on their end. I assume your account is active and no suspension?

    Also,. Does the form fail the same way on desktop as it does on mobile? And are you currently residing in Canada and not using VPN?

    A Koodo customer, opinions are my own.
    Koodo
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    • Koodo
    • Official Rep
    • August 21, 2026

    Hi ​@JHames, what charge did you want to dispute, is it the $80 NSF charge on your last bill? If so, the charge is valid as there was an attempt to process the payment, which backed out. 

    However, if you’d still like to dispute the charge, you can chat with the Expert Messaging team via the Koodo Assist. Let us know if you have any issue getting in touch with them. 

     

    • JHames
    • Author
    • Beginner
    • August 23, 2026

    ​@Dinh Thank you - Yes, the account is actuve and no suspension. I am not using a VPN. 

    I haven’t tried using the form on mobile, just desktop.  The problem is onging though as of today.  

     

    ​@Koodo  the website is still malfunctioning with the same error as of today. I appreciate you offering me an alternative, but I would also like to know that the existing issue is being worked on.  Again, it’s been several days, I  just tried to review the charge again, and I still got the same error. 

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • August 23, 2026

    HI ​@JHames 

    We are sorry to hear that the issue persists.

    Just to confirm, if you access your self serve account in incognito mode on your browser, are you still getting the same error when trying to ask for the charge review?

    • JHames
    • Author
    • Beginner
    • August 24, 2026

    ​@Flo Koodo Yes, I just tried it in incognito mode and I got the same error message : “There was a problem submitting your request. Please try again later.”

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