Skip to main content
Koodo Community
Community

Unfair practices

  • January 27, 2026
  • 4 replies
  • 28 views
G

I have been a customer with your mobility services for close to a decade, and I recently had a disappointing experience that I would like clarified and resolved.

I was sold a tablet on a 2‑year contract at 15 CAD per month. Unfortunately, I lost the tablet while abroad, and I immediately contacted customer service to block the number. I was informed that because I still had a remaining device balance, I would continue to be charged 15 CAD per month until the 24‑month term was completed, after which the charges would stop.

I completed the full 24 months of payments. However, I was surprised to see that I was still charged 15 CAD even after the contract period had ended. When I contacted customer service, I was refunded two months of charges. During the same call, I was offered a change to my mobility plan, which I accepted. At no point do I recall being informed about any plan‑change rate charges.

I have now noticed an additional 15 CAD charge on my bill. I was verbally told that the new plan included a 15 CAD credit, but the bill only reflects a 10 CAD credit. This discrepancy is confusing and concerning.

I request a clear explanation of:

  • Why I was charged after the 24‑month term ended

  • Why the plan‑change charge was not disclosed

  • Why the promised 15 CAD credit is showing as only 10 CAD on my bill

 

4 replies

D
Forum|alt.badge.img+4
  • Dennis
  • Mobile Master
  • January 27, 2026

I was sold a tablet on a 2‑year contract at 15 CAD per month. Unfortunately, I lost the tablet while abroad, and I immediately contacted customer service to block the number. I was informed that because I still had a remaining device balance, I would continue to be charged 15 CAD per month until the 24‑month term was completed, after which the charges would stop.

 

So there are 2 pieces here.  There is the Tablet Tab and Tab Bonus (this is the loan to purchase the tablet) that stops after 24 months.

https://www.koodomobile.com/en/tablets?INTCMP=KMNew_NavMenu_Shop_TABLETS

 

And then there is the Tablet Data Plan.  This the monthly plan for the service.

https://www.koodomobile.com/en/tablet-rate-plans?srsltid=AfmBOop1dYd0DsF1RuyLcQFzFzDOEDWBlrg4DKPqfcXpDev2W3EIYrzo

 

If you cancel your Plan early while there is still Tab and Tab Bonus remaining, then you will need to pay back the remaining amounts right away.

https://www.koodomobile.com/en/help/Tab-bonus?srsltid=AfmBOorMCS7oxFZOygUSCGATT1McAGiuRfcqVaNe8s_xlvEyYPhrDls-

 

I completed the full 24 months of payments. However, I was surprised to see that I was still charged 15 CAD even after the contract period had ended. When I contacted customer service, I was refunded two months of charges.

 

Ok so this sounds resolved.

 

During the same call, I was offered a change to my mobility plan, which I accepted. At no point do I recall being informed about any plan‑change rate charges.

I have now noticed an additional 15 CAD charge on my bill. I was verbally told that the new plan included a 15 CAD credit, but the bill only reflects a 10 CAD credit. This discrepancy is confusing and concerning.

I request a clear explanation of:

  • Why I was charged after the 24‑month term ended

 

Please see my explanation above.

 

  • Why the plan‑change charge was not disclosed

 

This should have been disclosed.  Are you 100% certain it was not disclosed?

 

  • Why the promised 15 CAD credit is showing as only 10 CAD on my bill

Have you downloaded your detailed PDF ebill?

On pages 3 or 4 under Mobile Services, what charges and credits do you see?  Do you see prorated charges and credits too?

If you post a screenshot (black out any personal info), we can review the charges and credits in more detail

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
G
  • GKG
  • Author
  • Beginner
  • January 28, 2026

The Tablet plan was under suspension right after it was reported lost, Why charges continued on a suspended line after clearing the tab balance ?. I called them with this issue and  plan change for my phone (not Tablet) was offered to me from their end and I don`t recollect them bringing the plan change charge in our conversation. Attached is the promotion, I was sold online, I am pretty sure, we agreed for this plan. my current bill reflects something different from what was originally discussed and promised.

 

 

D
Forum|alt.badge.img+4
  • Dennis
  • Mobile Master
  • January 28, 2026

The Tablet plan was under suspension right after it was reported lost, Why charges continued on a suspended line after clearing the tab balance ?.

 

Suspending your line means, your line and sim from the lost or stolen device cannot be used to rack up overages.  However, you are still responsible for the normal billing charges.

 

https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone

 

 

I called them with this issue and  plan change for my phone (not Tablet) was offered to me from their end and I don`t recollect them bringing the plan change charge in our conversation. Attached is the promotion, I was sold online, I am pretty sure, we agreed for this plan. my current bill reflects something different from what was originally discussed and promised.

Have you downloaded your detailed PDF ebill?

On pages 3 or 4 under Mobile Services, what charges and credits do you see?  Do you see prorated charges and credits too?

If you post a screenshot (black out any personal info), we can review the charges and credits in more detail


 

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
G
  • GKG
  • Author
  • Beginner
  • January 28, 2026

I don`t agree with your point of view, I reported it to be stolen and did my due diligence by calling them and I was told once I clear the tab balance, the line would be closed. I do not wish to post my bill on a public platform, 

Terms & ConditionsAccessibility statement
Koodo Community