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Billing & Payments

All discussions about Koodo billing and payments.

  • 1,107 Topics
  • 4,075 Replies
1101 Topics
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upsetcelluserBeginner
asked in Billing & Payments
Many Accidental Easy Roam Charges, PLEASE REFUND

I have been abroad using a local Vodafone plan for the last few months, not using my Koodo plan AT ALL during Feb-March. Just got hit with over $200 in easy roam charges, I did not use any data from my Koodo plan during these days. ($224 to be precise) I am deeply frustrated as this is an egregious amount for not having used the plan and having another plan activated the whole time. Please assist!

172
Flo Koodo
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NVicBeginner
asked in Billing & Payments
Incorrect usage charge

I’ve been trying to cut out extra costs on usage from texting US numbers by accident, so I’ve been checking my bill pretty regularly and cross checking the numbers. In this recent bill I noticed these two transactions: for $2.55 (17 msgs) and $7.35 (49 msgs) I looked under my usage and non of my messages correspond to these charges: Should I be looking somewhere else for these charges? Or is this incorrectly charged?

162
Boa_Guy Koodo
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bcookConnector
asked in Billing & Payments
Stream+ price increase despite price locked in?

The Koodo website states that “Stream+ rates are changing, starting on April 9th, 2025.”, by either $3 for basic or $5 for premium. However, when I first signed up for this promotion in March 2024, I received an email stating “Stream+ Basic $15.00/month first 999 months, then $20.00/month afterwards.”. How is this allowed? The email says nothing about prices possibly increasing or for a limited time, etc. It explicitly states 999 months.

14211
Boa_Guy Koodo
F
FrederickaBeginner
asked in Billing & Payments
Invalid Roaming Charges

On March 19 we were travelling by ferry from Vancouver to Victoria, and received a notification from Koodo that my husband’s phone was being charged for roaming. On March 27, while travelling between Victoria and Port Renfrew, I received a notification that my phone was being charged for roaming. I want to have these charges reversed before they appear on next month’s bill. Since receiving these notifications, we both have ensured that the roaming feature on our phones is turned off.

161
Georgia Koodo
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se188Connector
asked in Billing & Payments
charged roaming when i didn't even switch on my mobile!

I was charged $16 roaming when I didn’t even turn on my mobile! Please cancel this charge! Thank you.

5310
Flo Koodo
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JennKristinBeginner
asked in Billing & Payments
Redund

How do I get a refund? I signed up through KOODO streaming bundle, then the next day I was charged my original membership cost through Amazon. I contacted Amazon about it and they said to ask KOODO because of third-party.

244
J
B
BobafixBeginner
asked in Billing & Payments
text

On my January bill I was charged for USA texting can I get a record of those text messages

182
Flo Koodo
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Luc2000Connector
asked in Billing & Payments
Unable to Verify Debt Collector with Koodo Upon Multiple Attempts & Methods

Hello, This is a follow up post on my previous one regarding a claimed debt collector hounding me on behalf of Koodo supposedly. I need to verify them. The method Koodo provided did not work. Online Chat is not working. Calling customer service also not working. I went in person to Koodo counter and they told me to call customer service again. Koodo has been sending me in a loop to do something very simple - to pay off a very small amount - but making sure I am sending the money to the right people but not some scammer given the threatening behaviors from the claimed debt collector. Why is it so difficult and takes so much time to verify a debt collector? The banks’ processes are much easier than Koodo’s. Nobody will send money to an aggressive claimant without verification especially. Please provide a real solution that will work asap as above 3 methods were tried and proved to be nonfunctional.

10410
Flo Koodo
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JSSBeginner
asked in Billing & Payments
US roaming charges

I am in Canada and my roaming was turned off however my phone still connected to a US network and I was charged $15. I have since found out I can specify to have just Koodoo networks connect to prevent this. Can you please credit me this $15? I didn't realize there is no customer service phone # with koodoo to speak to an agent. Thanks for your help

364
Flo Koodo
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jancewipBeginner
asked in Billing & Payments
US Easy-roaming charges in error

After a recent visit to US, we apparently incurred roaming charges of $154 on one of our Koodo lines. I believe that data had been left on by mistake triggering the charges because we made no calls or texts on that line on March 8-17. The other charge is legit on March 7. I realize that it was our fault - however we did not use any cell phone services for the days we were charged. We would appreciate it if that charge was removed. If I need to use another way to make this request, I would appreciate the information. Thanks for your help.

282
Flo Koodo
C
CanadianislanderBeginner
asked in Billing & Payments
incorrect roaming charges

Roaming charge when I did not leave the country

102
Flo Koodo
P
psflAmbassador
asked in Billing & Payments
Cant upgrade

When I go to do a hardware update, I am told that she cannot upgrade because the address on the account does not match the area for her phone number. The stated solution is to change her phone number, that is not going to happen. Has anyone else run into this?

455
Flo Koodo
K
KurtBallBeginner
asked in Billing & Payments
Being charged for an account I never finished signing up for

I was going to sign up for Koodo but their sim came too late in the mail and I found a better deal so I never finished signing up or registering. I don’t have an account of any kind with Koodo apart from this one. How do I get in contact with them to dispute these charges?

121
G
R
reantogbpBeginner
asked in Billing & Payments
Got charged a Connection fee which was supposed to be waived

The salesperson mentioned they would waive the connection fee when transition from Fido to Koodoo, but the connection fee it is on my bill. What to do now?

504
R
P
precious123Beginner
asked in Billing & Payments
pay my bill oversees

I’m trying to pay my phone bill (prepaid customer) but I’m in Barbados right now. The new Koodo security feature sends a verification code to my device in order for me to login which I can’t receive since I’m not in Canada… my overdue bill is going to exceed 3 months and I’m going to lose my number! HELP! I need to fix this today !

141
Dinh
A
AdnanUBeginner
asked in Billing & Payments
Autopay did not update

I updated autopay using my new debit visa on self serve but it didn’t happen in the background. Koodo charged me 79 cents late fee. I never miss payments. They need to fix their app or the website.

241
Dinh
C
cj2045Connector
posted in Billing & Payments
Monthly Discount

I was phoned by a Telus/Koodo representative offering me a 30% discount on my monthly Koodo bill and I was wondering if anyone else is being offered this discount. I am worried this could somehow be a scam.

606
C
Jason Yang
Jason YangBeginner
asked in Billing & Payments
Should I pay a connection fee?

Hi, A salesperson came to my home and helped me switch from Freedom Mobile to Koodo. But now, I see a connection fee on my first e-bill. I don’t remember them mentioning this, so I was very confused. Is this fee normal? Can I get it waived? Thanks!

543
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Wendy Bertin
Wendy BertinBeginner
asked in Billing & Payments
Didn't get auto-pay discount.

I signed up for auto pay and I have 3 lines. It auto paid my last bill no issues. I now have a second bill but there is no discount reflected on the bill? Should I wait one more cycle to see if it comes off the next one? I don’t understand why it wouldn’t come off this time.

181
Georgia Koodo
S
ShawnaleeBeginner
asked in Billing & Payments
Call Forwarding

I am being billed for call forwarding from my Koodo number (personal) to my Work Phone with (Telus)? How do I completely disable this, so it does not happen again. It is turned off. I did use my personal cell as a hotspot for my work - could something have happened there?

263
Dinh
M
melitatBeginner
asked in Billing & Payments
Roaming Charges- close to US border

Hi there, I was charged roaming charges when on Vancouver Island in BC. I have turned off my roaming network on my phone and somehow got this again. Please kindly remove from my statement. Thank you!

151
Darius Koodo
H
historyisnotbunkBeginner
asked in Billing & Payments
Billing problems

Koodo is driving me crazy. On my cell phone I get messages saying that I have not paid my bills for, I think, about 4 months. When I log in to self serve on my laptop it tells me that I am all paid up. (I have my bills charged automatically to my credit card.) The message on my phone says that if I do not pay by April 5, 2025 I will be disconnected. So what am I supposed to do? If I get disconnected for non-payment that will reduce my credit score. If that occurs I am done with Koodo for good. Is it possible that the warnings I am getting on my cell phone are fake? Please help me.

623
Boa_Guy Koodo
B
Britt2611Beginner
asked in Billing & Payments
roaming

Hi, there. I traveled to Mexico for 7 days and was on WI. Fi. The entire time for some reason, my phone would rome for an average of 1 minute before connecting. In lou, I was charged sixteen dollars a day. Wondering if something can be done with these charges.

231
Georgia Koodo
G
ghoekstraConnector
asked in Billing & Payments
I have been double-billed for Stream+ for 9 billing cycles

Hello, I am a TELUS team member who subscribed to Koodo Stream Plus when it first launched. I am writing to you today because I have just discovered that I am being double-billed for my Koodo Stream Plus Service and have been for quite some time. When I look at my subscriptions on the Koodo Self Serve website, it shows that I am subscribed to Stream+ Basic. My plan is $10 a month until June 18, 2025. I can also see that I have been charged $11.20 monthly for Stream+ on my credit card. However, when I click on Billing and look at the breakdown of my monthly charges, I am also being charged another $28.00 per month for Stream+ Koodo Mobility on my bill, on top of the $11.20 I've already paid separately. When I look at my PDF of my bill, the $28/month charge is for an older version of Stream+ which doesn't exist anymore, including discovery+. I spoke to someone when I signed up for the new Stream+ package last June and he told me the old service would be cancelled. As far as I can tell, I

766
Allan M
W
WestOrganizer
asked in Billing & Payments
negative balance

Hi So, I have a negative balance on my account and my phone bill was due yesterday, so I was just wondering, was I supposed to pay something? Or how does that work? Do I just not worry about it my bill till it's a positive bill again?

6410
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