If you are unsatisfied with Koodo's phone customer service you can message them on facebook or ask questions on here! Those are the two methods suggested by most of us to get quick help.
There are pros and cons to each carrier. Since Koodo is a sub brand, we can stack it against Virgin and Fido.
Fido offers spotify, Virgin offers member benefits, but are those things really important to the average user? Koodo hammers in insanely competitive new activations promos. If you're into promos, best bet is to port out every three months, then port in on a new activation (to really maximize promos with carrier). Otherwise, Koodo plans are quite similar to Virgin and Fido.
As for the fees upon fees, most cellphone users in Canada chewing large bills incur overage and roaming charges. Overage charges? It's the customer's responsibility to adjust their usage or change their plan. Roaming charges? No one is obliging users to roam.
Some other carriers may advertize more appealing plans (Freedom, Vidéotron, etc.) but don't come close to Telus/Bell's coverage map, which includes Koodo.
If you compare phone selection, granted if you're into Sony phones, skip Koodo (go to Freedom or Bell). But Koodo carries the best selection of Motorola's, and has the same line-up of Apple/Samsung/LG phones as most carriers.
You can call in, use the forum (like Allan said)...don't know what else to ask for from Koodo!