Managing your Services

I want to add int minutes on my plan just for one month can you pls help

We are both prepaid customers and will be in Orlando in and around Universal Studios next month. We have U.S. text and talk boosters. Does anyone have recent experience there--will we be able to text each other? Talk would be nice, data too, but less important. 

My credit card was compromised in February.  I had it replaced and went to self serve around the middle of February, and entered the new card information.  I received several texts saying that I had an overdue account, was charged a late fee, had 12$ extra on the February account, and had to pay March as well.  When I called my credit card company, they said that your company had used the old credit card. I have updated my credit card information on self serve again, just today.  I hope your system is efficient enough to remove the late charge, explain why my February bill was too high, and use the CORRECT credit card information.  When I tried to use chat, this was not resolvable.  When I requested a call, for some reason I could not activate the accept call button.  I have been left hanging.  Koodo is not very user friendly in terms of trying to speak to a person.  AI is not developed enough for chat to work well. I hope someone in you company can read

With the ‘new and improved’ ‘turndown’ created through Koodo - it created a ‘new account’ (which really ISN’T - just a new account #), I took a 31 point hit on my credit rating and don’t have any way of contacting Koodo to rectify this… (Went from ‘Excellent’ credit to ‘very good’ - I’ve worked damn hard to create an Excellent credit score after going bankrupt several year ago!!!)I think I will dispute it through TransUnion… although they aren’t very user friendly either...

So, im in the process of taking Ottawa to court. i need phone records for the last 4 years. where can i download the PDF of my call log, for the last 4 years.

I changed cel phone service suppliers about a week ago. So far things has been just fine but I am unable to receive any short code messages. Every time I have to log in to say a website like CRA its set up to text me a pin but it never comes through. I’ve had to ask them to phone me with it. This is less than ideal.  I never had this issue with my other provider. Any suggestions? 

Trying to port my landline from another provider to Koodo (mobile). The other provider claims they never received the request and there doesn’t seem to be a timely way to speak to Koodo. Request a callback and it’s 24h out..how can I get better support?

every time I go to self service to pay my bill it either tells me self service isn’t working right now or when it is and I make the payment, it tells me the charge didn’t go through and I need to start over.

I have 2 Koodo numbers and live overseas. We changed our phones and there is no way to transfer with QR code overseas - so the lines were redundant and not used. I have suddenly received an email saying that there will be a collection agent used to reclaim the money for numbers we haven’t even been able to use and Koodo know there has been no activity… I can’t get a callback as I don’t have a Canadian number so there is absolutely no way to contact anyone - help please 

Hi there,I am currently out of the country and would like to contact customer service. Since I am out of the country I can’t schedule call back. How can I reach customer service?Thanks,Andrey

Hey, I have a challenge as when I am registering online, I don’t have driving license and I don’t want to share my SIN with Koodo. How they can add other ways for identity verification, like ID etc..

Hi i signed up Koodo today and tried to register self serve, however, the phone number and postal code don’t match. I guess the sales person or someone put wrong postal code. I showed my driver licence when i signed up and even the name spell gets wrong as well. how can i figure it out? If i call directly Koodo help centre, they’ll help? What’s the customer service phone number?

I have been charged $99.88 for international roaming which I believe I did not use.  Could you assist and help. I have been charged twice for the reconnection fee. Could you reverse one of them. Thank you.

Bonjour, je voudrais changer la langue sur ma messagerie. Lorsque j’ouvre ma messagerie tout est en anglais et je n’y comprend rien. je voudrais l’avoir en français. Merci de m’aider

I set up my preauthorized payments and need to set the date so that it lines up with pay day. How do I do this?

Hi there,I have a unlimited Canada-wide plan with Koodo, but I’m  overcharged for the Airtime service.I was never informed of this fee when I signed up. These extra fees are sickening me. Can you please help me to understand what Airtime is and how I can get rid of this service and why am I being charged???

How can I go back in Self Serve and see my actual usage for a month last year? 

Hi, I tried to change my new credit card for payment, but I got an error message says “something wrong, try it later”. I fed up to change my cc information. what should I do? #227 is real customer service number? they asked me PIN number so I am not sure this is real number or not. I tired to VISA and VISA debit but both not updated. any advice will be helpful. Thank you!

This is 4th time I got the wrong bill. I got nearly 75$ bill whereas the deal was for 45$. I can not waste time all the time commenting like this. The Koodo service is not doing anything. I can’t waste time and comment on community every month. Fix it ASAP. And please someone flag the rep. thank you.

Hi, I left Canada on feb 1, and I threw away my SIM card, also didn’t use Koodo service since then. But I am still getting my bill and seems like I have to pay for that even tho I don’t even have SIM card? Please help me with this situation. 

I have not been able to make a payment for 2 days already. There is a problem on the Koodo page, it says that please try again later, but 2 days have already passed.

For my own curiosity, can anyone explain why there is a 45-day wait period to add a new line online? I just switched from Virgin where my phone and my wife’s phone are on the same account.  When I attempted to add a line through Koodo self-serve for my wife I was told I can’t do it for 45 days.I find this frustrating and a little confusing.Any insights as to why the 45-day wait period would be greatly appreciated.

In January 2023, two female Koodo sales representatives visited me at my home. They offered me to change my telephone service to Koodo and told me that the plan to pay was $39 CAD plus taxes.On the bill the first charge came in for $55 plus activation fees, total 242$1.- They never told me that I would receive activation charges.2.- the amount to pay is incorrect.My wife called 3 times requesting the cancellation of the difference in the price of the plan 16$ for each phone line and the cancellation of the activation charges 50$ for each line.Two months have passed and I have received two bills and I still have not received the cancellation of both charges.Your customer service is inefficient and even worse, I cannot file a complaint against the people who activated these services because not even Koodo knows how they activated it. .In total, I recognize as a charge for the services offered $39 for each line from the month of February

I would like to sign up with a Koodo prepaid plan so I went out and bought a SIM card from a kiosk. I then started the on-line plan purchase process but early on (and before completing the process) I found out that I will have to purchase another SIM card (even though I already have this new one). If I had realized this before I certainly wouldn’t have bought a SIM card at the kiosk. So I’m wondering how to proceed because I’d like to sign-up for Koodo prepaid but I’d like to do so with the SIM card that I have already purchased (if that is the correct way to do so).

I didn’t set up call forwarding while in Canada because I didn’t have a phone number to forward to. Now that I am abroad and have a new sim card I need to forward sms messages coming to my Canadian number to a new foreign number. Could someone please explain how can I do that? I looked thought SelfServe menues of https://www.koodomobile.com/en, but didn’t find a place to enter a number of a phone to forward sms to.Thanks