Unexpected Plan Price Increase Without Clear Notice

Check your latest bill for promo expiration (usually 12-24 months) or price increase. Koodo sometimes auto-migrates plans when promos end. Review latest statements for hidden fees. Need help? www.koodomobile.com/en/help/billing-payments. What’s your exact plan name? 

Hi there,

When you download the pdf bill from self serve before the price change and after and compare the two, what seems to be the cause for the increase? Steps to do this can be found below.

If it was a plan price increase, there would be a notice in smaller print on one of the pages from the bill before the change. Unfortunately, this is how koodo notifies customers, but they're allowed to increase the rate if not in a 24 month term per their service terms.

If that is not the case, it may be possible that a credit that you once had has since expired.

https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills?srsltid=AfmBOor5-iIBnru2qsZIXidjbbAZ3GgZEYC26KBGrpkK6VAR8QCZ3Iju

This also happened to me! No notification on previous bills either. So frustrating

Hi ​@Sherin, the first price change you mentioned was due the pre-authorized payments via credit card discount expiring, which removed the $5 monthly discount. There was a notification about this on your August and September bills. The rate plan price increase notification was on your January bill from this year. 

Your current plan is actually eligible for a $10/month auto-pay discount if you register for automatic payments via your bank account (not via a credit card). You can find more information on the discount here. 

Hi ​@Vnpt, we’ve also checked your account, you can find the price increase notification on your February bill. 

Hi, I understand your explanation, but this still feels unfair.

Yes, you mentioned that you did notify the plan price change, but those are very easy to miss. Important changes like price increases shouldn’t be buried inside billing details.

As a customer, I expect clear communication — something like a separate email, SMS, or direct notification, not just a note in the bill.

I did not actively agree to this change, and suddenly seeing my bill go up like this feels misleading.

This kind of communication is not transparent, and it honestly feels like I’ve been charged more without proper notice. I am not doing any workarounds now.

Unfortunately in the past when koodo communicated changes via sms or email, customers claim they didn't get it. With the notifications being on the pdf ebill it is clear and visible to everyone.

It also meets the requirements per the wireless code of conduct. 

But yes I agree that ideally a price increase should be notified with all 3 methods.

I suggest you post this as an idea. I for sure would support it. 

​@Georgia Koodo 

I am another customer affected by what appears to be unclear and insufficient communication regarding the recent plan rate increase.

While I did notice a small-print message on my February bill, it is concerning that this significant change was not clearly communicated or reiterated in subsequent billing cycles, including the March bill. This has led to confusion and unexpected charges for many customers, myself included.

I would like to clarify: if I only became aware of this change upon reviewing my latest bill dated April 7, 2026, am I still eligible to settle the amount based on the original fee (i.e., total $38.42) if I cancel my Koodo service before May 7, 2026? Alternatively, do I need to cancel within 15 days of the bill date to avoid the increased charge being automatically debited?

I would appreciate a clear and prompt response to address this matter.

Quote from my February bill for everyone: 

+++++

Update to your monthly rate plan 

Starting March 2026, your monthly bill will increase by $7.
Here's why: Your rate plan fee will increase from $39 to $51, but your Pre-authorised debit payment discount will also increase from $5 to $10, resulting in a net increase of $7. 

If you do not agree with this change, you may cancel your service without penalty within 30 days of the effective date of the change. If you recently changed or
upgraded your plan, please disregard this message.”

+++++

​@GLAM 

I highly recommend you request a callback to speak with a rep regarding the charge if you are indeed canceling your service since you need the callback to set a cancellation date through a rep anyways

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

I have the same issue on bill of April 2026 but did not have the notice on my march bill. This is the removal of $5 auto pay credit. I want to talk to a representative. I am looking forward to it.

Are you using Auto pay by credit or auto pay by bank ​@MikeY2011 

Currently it is set by credit card.

The auto pay discount is only available when it is auto pay by Bank now.

If you look at some of your previous detailed PDF ebills, it should have stated this.

https://www.koodomobile.com/en/help/auto-pay-discount?srsltid=AfmBOoox2HBBt07wxD-lc6SjrlF80lP4JqTbSKufJP9dRCPi-EluYpHZ

Hi ​@MikeY2011 

We have looked into it and we can see there was a different discount (not autopay discount), that started in 2024 and expired in 2026. The last one was on the March bill.

Thanks for your reply. Do you mean the $5 discount on my plan was ended on Mar 2026 and will not happen even if I set up the auto pay by my debit card?

Yes that is what Flo is saying.  This was a credit from 2024 (so possibly a 24 month credit)

Thank you for your information.

Wow I just discovered I hit this issue too but I signed a 2 year contract in Nov 2024, that came with a phone. The phone still has a bonus tab credit owing. How is it possible that my plan can be increased while under contract? My son in law signed up at the same time, same plan, also on tab. He has no increase. The only difference is that his phone wasn’t $0. Isn’t it the case that if I had left Koodo after day 1, I’d owe the bonus tab credit? So how can Koodo change the plan while I’m locked into an agreement? Do I need to go to the crtc for this?

If this is the same scenario, this is not a price increase.  This is a credit expiring that would have been disclosed when you signed up.

If you left after 1 day then yes you would owe the tab plus the bonus tab.  The bonus tab declines for free every month over 2 years until it is $0.

If you both signed up to the same plan and both got a tab, this shouldnt happen.

I highly suggest you both login to your self serve accounts and download your last few detailed pdf ebills to review your charges and see what changed.

I suggest reviewing yours and your son-in-laws detailed pdf ebill first to get a better understanding at what is being charged and what changed.

Hi ​@Kalanadan, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

I have had the same thing. I signed a 2-year contract with a phone on Nov 2024, monthly payment includes plan & phone. Now they told me it expired.

​@MikeY2011 It was the credit that expired.  When you signed up you would have been told how long the credit was on for.  

Sometimes credits are for 6 months, 12 months, 18 months, 24 months, etc.

I had a plan when I signed the 2-year contract for my new phone and the sale assistant told me that Koodo can give me a new plan with the phone. They did not tell me what the time period the credit will last. I assumed it was a 2-year as well, Anyway...