Subject: Complaint and Refund Request – Overcharged invoice
To: Koodo Customer Service
Account Number: ********
Dear Koodo,
I am writing to express my dissatisfaction with your service and request immediate action on the following issues.
Since November last year, my wife and I have been in Hong Kong caring for my elderly mother and not sure when we can go back to Canada. We visit Hong Kong regularly and have always used local prepaid SIM cards upon arrival—HK$75 (approx. C$13) for 365 days of unlimited data and 2,000 local minutes—making Canada’s roaming services uncompetitive and prohibitively expensive.
While abroad, we continue paying the C$42.56 monthly fee for our Canadian SIM cards, despite not using them. In February 2026, I was billed C$82.88—an unexplained increase. I contacted Koodo via email and the digital assistant, but neither provided a clear resolution, merely shifting responsibility. I am unwilling to incur long-distance charges to speak with an agent, having already paid months for unused service.
Correction:
Earlier yesterday (Hong Kong time), while on public transport, I mistakenly submitted a form believing it was to request a refund for the overcharge. I now realize it may have been used to sign up for a roaming plan.
Requests:
1. Immediately cancel any roaming plan I may have just enrolled in via that form.
2. Refund the overcharged amount as soon as possible.
I hope you will address these issues promptly.
Thank you.
