Skip to main content
Koodo Community
Community
Solved

Unexpected bill after cancelling

  • April 7, 2026
  • 6 replies
  • 87 views
NatGreen

Hi there,

I’m hoping someone here can help clarify a very confusing situation with my account.

Before leaving Canada at the start of December, I paid off my Koodo account in full, including my remaining Tab balance for my Galaxy S24FE (which I believe was around $60), and then closed my account.

Everything seemed fine at the time.
 

Now, after the account has been closed, I’ve received emails stating that I owe $622.74 (and later $640.86 with what I assume are added additional fees), and that the amount has been sent to collections.

I literally never use my email address associated with my account and this was the 1st time in months since i have logged in.

I was able to briefly speak with support on the phone, and they mentioned something about a “promo being void” because I didn’t complete a full 2-year term. However, this doesn’t make sense to me for a few reasons:

  • My account showed only about $60 remaining before I closed it

  • I was never informed that cancelling would trigger hundreds of dollars in additional charges

  • The numbers they mentioned verbally (around $400 + $60) still don’t add up to the $622.74 being claimed

At this point, I’m trying to understand:

  1. How is it possible for such a large balance to appear after I already paid off my account?

  2. What exactly makes up the $622.74 charge?

  3. How can I get a full itemized breakdown in writing (including Tab balance, promo/Tab bonus, fees, taxes, etc.)?

  4. Who can I contact directly to properly resolve this, given how difficult it is to reach phone support?

I’m currently disputing this amount as it doesn’t align with what I was shown prior to closing my account.

Any guidance on how to get a clear breakdown or escalate this properly would be really appreciated.

Thanks in advance.

Best answer by Oliver C

Hi there,

this sounds like a tab bonus balance. When you are on a 2year term, you have your portion of the tab to pay and Koodo pays a “tab bonus” balance for the duration of the 2 year term. The tab bonus portion of the tab is a credit provided by Koodo and tends to be quite high, this is also how devices are positioned as “on sale” as normally the bonus balance is higher, reducing the portion that you have to pay over 2 years and making your monthly cost cheaper.

When you end your 2 year term early, you are responsible for both your tab portion in addition to any remaining balance of the tab bonus. You agree to this when you sign up for to for the device. More on the bonus can be found in the link. Your final bill will consist of any other usage fees in addition to the bonus. You only get access to self serve for 90 days after cancelling, so not having access makes sense.

The Tab Bonus | Koodo Mobile

To further dispute this, you will need to reach out to a Koodo rep via their social media pages Facebook and X (twitter) by clicking the logos at the bottom of this page and by sending them a direct message as you no longer have access to the Canadian number. You will likely have to pay the tab bonus balance as it needs to be paid, but they may be able to move on any other additional fees. If it has gone to a collection agency, you may be directed to reach out to them instead.

    6 replies

    NatGreen
    • NatGreen
    • Author
    • Beginner
    • April 7, 2026

    I should also mention, that because I closed my account, I can no longer log into the dashboard. I even tried doing a lost password but it seems like the system no longer recognizes me. Getting any level of support is near impossible. I had to call Telus to get transferred to speak to someone as I’m living overseas and don’t have a Canadian phone number anymore.

    O
    Forum|alt.badge.img+4
    • Oliver C
    • Mobile Master
    • Answer
    • April 7, 2026

    Hi there,

    this sounds like a tab bonus balance. When you are on a 2year term, you have your portion of the tab to pay and Koodo pays a “tab bonus” balance for the duration of the 2 year term. The tab bonus portion of the tab is a credit provided by Koodo and tends to be quite high, this is also how devices are positioned as “on sale” as normally the bonus balance is higher, reducing the portion that you have to pay over 2 years and making your monthly cost cheaper.

    When you end your 2 year term early, you are responsible for both your tab portion in addition to any remaining balance of the tab bonus. You agree to this when you sign up for to for the device. More on the bonus can be found in the link. Your final bill will consist of any other usage fees in addition to the bonus. You only get access to self serve for 90 days after cancelling, so not having access makes sense.

    The Tab Bonus | Koodo Mobile

    To further dispute this, you will need to reach out to a Koodo rep via their social media pages Facebook and X (twitter) by clicking the logos at the bottom of this page and by sending them a direct message as you no longer have access to the Canadian number. You will likely have to pay the tab bonus balance as it needs to be paid, but they may be able to move on any other additional fees. If it has gone to a collection agency, you may be directed to reach out to them instead.

    Just a guy trying to help out 🙂
      R
      Forum|alt.badge.img+4
      • Robert T
      • Mobile Master
      • April 7, 2026

      You can just schedule a callback via Koodo’s chat at koodo.com/chat to a Fongo number (free app for VoIP calls with canadian number). Their reps handle billing disputes and can pull up your full itemized bill history, even after you’ve cancelled, including any voided promo credits or Tab bonus debits. Some might be able to help here, but this seems an issue with  tab bonus as Olivier mentionned. 

      Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
        NatGreen
        • NatGreen
        • Author
        • Beginner
        • April 7, 2026

        I can’t schedule a callback as I no longer have a Canadian cell #. Their online chat is useless and runs me around in circles. I literally can’t get through to anyone. I am able to access the chat without a VPN, I just can’t get anywhere with it.

        O
        Forum|alt.badge.img+4
        • Oliver C
        • Mobile Master
        • April 7, 2026

        You’re correct, without a Canadian number you can’t schedule a callback. You should reach out to a rep on their social media pages as I suggested above as a rep will be able to assist you there.

        The correct profiles can be found by clicking the associated logos at the bottom of this page. If you send them a private message, a rep will get back to you.

        Just a guy trying to help out 🙂
          R
          Forum|alt.badge.img+4
          • Robert T
          • Mobile Master
          • April 7, 2026

          If ever you need a canadian number : https://www.fongo.com/services/fongo-mobile/local-phone-number/ 

          Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
            Terms & ConditionsAccessibility statement
            Koodo Community