Do Not Trust This Company

Let me add, here is the charge I am “claiming” they took out of my account. 

The $102.35 shows up on my online account, but not the $99 that, according to Koodo, I am “claiming” they took from me. 

When you spoke with the rep did you mention the subscription number?

The rep was able to see my account but the account does not show the $99 charge. I tried to give her the confirmation number on the receipt for the $99, but she didn't want it.

Could it be a temporary charge on your account? I would suggest you to wait a bit longer. If it still does not clear up after a few days, you can then schedule a callback through Koodo Assist to speak with a rep. https://Koo.do/Chat 

Hi ​@DJM, we’re sorry to hear about this. It’s true that we’re not seeing a $99 transaction on our end, your services were actually charged separately in two transactions, post tax - $102.35 and $11.50. 

We would recommend contacting your bank to check, as it’s possible the $99 is just a pending pre-tax transaction that was not actually charged. 

So couple of things. I was not charged $11.50. That transaction did not come out of my account. 

Second, why would the $99 pre-tax transaction come with a receipt showing the internet services and discounts, but the other charge, I received nothing all. No email about that charge or the missing $11.50 charge. That charge only exist on your end. It did not come out of my account.

On my end, the $99 looks like the legit charge. It came with a welcome email and a receipt that clearly spells out my service and and cost.

The only record I have of the 102.35 is on my bank statement and in my online account.

And the only record of the $11.50 is in my online account, not my bank.

The email you received is not a receipt, just a summary of the services you are adding. It’s possible the $11.50 transaction has not yet been processed by the bank. 

My bad. Summary.

My prediction is that my bank will say it's legit. Koodo will continue to deny it. And I won't get either amount back because why would they bother to refund someone who will no longer do business with them. 

Please let us know once your bank has more details, if all transactions go through and are actually charged to your account, our payment team can register an investigation for this issue. 

They went through. The money is no longer in my bank account. I do not have access to that money. I can't use that money because it's not there anymore. Trust me, if the money was in my account I would have already used it to order Starlink.

So I have to jump through hoops to prove you double charged me. Thats on me. I have to call my bank and have them check. After I do that and I guess provide some type of evidence, then you will "investigate". And then if you decide to believe the bank, I get my money back. In the meantime time, I am short more than $200 with no idea when I will get that money back. What a great company. Your slogan should be choose misery.

That's a frustrating situation. Let me flag a rep again to look into your account.

Regarding the transaction, Canadian banking systems are slow, and even if a Koodo rep wants to help, they still have to wait for the money to show up in their system. They are a corporation operating under the law and would be happy to assist you - just give them some time.

It is just frustrating in the way that Koodo is framing it. I have a document sent by Koodo to me outlining the $99 charge in a welcome to Koodo email and that exact charge is taken from my account listed as a Koodo charge. But Koodo's official line is that $99 charge doesn't exist. So how did they send me a welcome email related to that charge? It didn't come from my bank, it came from Koodo. You can see it at the beginning of this thread. It is in black and white.But they are blaming my bank and also suggesting that I am lying by constantly saying that I am "claiming" that they charged me $99.

Meanwhile, there is another charge they did not email me about. I have no welcome to Koodo email related to the $102.35 charge. I have no document outlining my services and cost. Nothing except a line on the Koodo website and the charge in my bank account. But that is, according to Koodo, a legit charge.

Oh and and $11.50 cent charge that only shows up as a line on the Koodo website. Still hasn't come out of my bank. But Koodo is adamant they billed me a separate $11.50 charge, that a day later still didn't come out of my bank.

And I will come back to the fact that I have not zero emails or documents from the company related to the $102.35 charge. Shouldn't I have received a welcome to Koodo email regarding that charge? Shouldn't I have received a document outlining my services? 

This is not a banking issue. It very clearly is not a banking issue. This is a Koodo issue.

I understand your frustration — I’m dealing with a similar issue right now with another company for my internet service.

I agreed to a $60 plan, but there was a gap between the regular price cycle and the discounted price cycle. My bill shows two $130 charges and a $75 credit. They told me it’s only an estimate, so now I have to keep an eye on my bank account and credit card to see what they actually charge. They also said it might take up to two billing cycles to even out. I don’t like it, but they can’t regenerate a new bill or estimate. This is the second time I’ve had this issue with them. After the third billing cycle and some back‑and‑forth, everything finally settled for the first issue.

I believe it’s the same situation with Koodo. So, like Dihn mentioned, give them a bit of time, and if they don’t fix it, call them again. Or we can help you get connected with a rep.

Just got off the phone with my bank. Both transactions where from Koodo. 

​@DJM 

Thank you for checking with the bank!

We understand how frustrating the situation is, since this transaction doesn’t appear in our records, but it does  appear on your credit card statement.

We have limited access here on the community when it comes to Internet and payment related inquiries, however, we have managed to get in touch with Internet support. They verified in the backend, including a possible doubled subscription, and no additional transactions or charges appear. The only transactions that show are the $102.35 and the one for Stream+.

The advised that you can contact your bank and file a chargeback for the $99 since this appears as separate transaction on your credit card statement and it doesn’t correspond to a transaction in Koodo’s system.

We understand the confusion for the Order summary that you shared in your first post, which indeed indicates $99.

This appears as a total, as both Koodo internet and Stream+ have been purchased at the same time, during the same transaction, however, they are billed on the credit card as separate subscriptions.

$102.35 basically represents the internet plan ($89 as per the screenshot you shared) + tax. The charge for the Stream+ transaction may appear with a delay on your credit card, however, as you confirmed above, this is already stated in your self serve account.

Since it is weekend and transaction may be delayed, we recommend checking back on Monday orTuesday for the Stream+ charge on your credit card statement and let us know here if it is shows up by then.

For any other questions that you may have, please let us know and we will do our best to help!

EDIT

Additional information from the Internet support team: If the doubled charge shows as "pending" and then drops off, it is a temporary verification hold placed by your bank to ensure the credit or debit card has sufficient funds.

I didn't need you to explain the $102.35 charge I get that. As far as Koodo is concerned that is the only thing they charged me for. The $99 was taken from my card by Koodo. The bank has confirmed that. I have sent screen shots to internet support as well as the pdf of the service agreement  explaining and breaking down the $99. I have documentation from Koodo regarding the $99, sent from a Koodo email account. Koodo 100% took the money from me.

And it is very easy to say be patient and give it time when it isn't your money.

All of this to try and get my own money back from a company I am was a customer of for 45 minutes. I have not internet services from Koodo and never will. But they have $201.35 of my money and are flat out telling me they are going to take more ($11.50) so now I have to pay a fee at the bank to put stop payments.

​@DJM 

We hear you and we can assure you that we are doing our best to help!

We got a confirmation from the Internet support team that they got the proof you sent and they are further investigating.

We have also sent you a PM to confirm some more details, please check your community inbox when you get the chance.

Thank you!

A recap for those following along:

- On Friday, May 29, 2026, I signed up online for Koodo internet after first being told about the service at my local Telus store (I am an existing Telus customer).

- Shortly after signing up I received an email from koodoservice@mail.koodomobile.com with the subject line "Your Koodo order is confirmed". 

- In that email was a pdf of a service agreement. It outlined the services I had purchased and it listed the cost at $99. 

- I also received emails asking me to activate the three streaming services I had signed up for as part of my plan.

- When I checked my bank account, I noticed two charges from Koodo. One was for the $99 noted in the email from Koodo. The other was a charge for $102.35.

- I logged in to my Koodo online account and under receipts saw the $102.35 charge dated May 29 and another charge for $11.50 that did not come out of my bank account and still has not as of today (June 2, 2026).

- It lists my Unlimited Internet 1 gigabit service for $89 (still being processed as of today, June 2) and $10 for streaming. 

- So I contacted Koodo and was dealt with a very unhelpful person who put me on hold for 20 minutes and then told me they know nothing about the $99, or the email, kept saying I was "claiming" I was charged $99 and then said it was an issue with the bank and I should call them.

- So I called my bank who confirmed that both charges are legit and they have been taken from my bank account by Koodo. The issue is not with my bank, it is with Koodo. Which makes sense, as I doubt my bank has access to the Koodo email server to send out emails to customers welcoming them and then asking them to active their streaming.

- I then talked to a much friendlier and more helpful person at Koodo who also still insisted this is a bank issue. Again, the bank did not send me an email from a Koodo account. The bank says the charges came from Koodo.

- It should also be noted that I do not have any emails related to the $102.35 bill. No welcome to Koodo, no agreement PDF. Nothing. But the company insists that is the real charge. 

- So here we sit, Tuesday morning, five days after the fact. Now getting private messages still insisting in the face of all logic and common sense that this is a bank issue and not a Koodo issue. 

- In the meantime, I am missing $201.35 from a company I was a customer of for a few minutes and have no idea when, or even if, I will ever get it back. I either have to stay with my current provider (they are good, just expensive) or I have to spend more money now to sign up with someone else knowing I might never get that money back from Koodo. Or simply wait and hope that Koodo will finally admit they are at fault and fix the issue. But who knows when , or if, that will happen.  

Update: 

I got half my money back. 

And even though, less than a hour into this saga on Friday, I told the woman in the phone at Koodo to cancel and very specifically said do not send equipment to my house, this still arrived today.

If it had come in the mail, I would simply write return to sender on it, but it is Purolator. How much is this gonna cost me?

You will need to put it in a return package and bring it to your nearest Canada Post outlet and tell them the return ID number PR142924. They will print a label for your box at no cost. Make sure to keep a copy of the receipt for reference. https://www.koodomobile.com/en/help/returning-old-hardware