Hi folks. I’m posting here because I’d like to avoid wasting another 5+ hours of my life on the phone being transferred between Koodo reps and listening to terrible hold music. My issue has a complicated (but unfortunately relevant) backstory. I feel like the solution should be simple. Evidently, it is not. I'll lay it out chronologically.
March 23, 2026 - Afternoon
On this day, I decide to be a grown up and start paying my own phone bill. The accounts were set up so we logged into Self Serve under my dad’s email address, but we had two separate account numbers under his login (mine and his). Accordingly, I wanted to separate my account from his Self Serve profile/login information and have my own.
I went to my local Koodo kiosk with my dad to ask for our accounts to be separated. The representative seemed confused because our accounts, on his end, appeared to be “separate” (each having their own #). He didn’t understand that they were under the same login/profile. Ultimately, he ended up changing the login from my dad’s email address to my email address but not separating the accounts. But he said he did it, so I was happy. Adulting achieved - right?
At this time, I ask the representative about Stream+, which I had heard about from a coworker. He sends me a link via SMS to provide my credit card number to initiate the subscription. I provide it. I was not asked to sign anything. My dad was not asked to sign anything, because it was supposed to be my purchase.
I get the following emails to my email address:
March 23, 2026 - Evening
I get home and login to Self Serve. I see that the representative did not separate the accounts. Instead, our accounts are still together under the same login, which is now just my email address instead of his.
Sigh. I set up a callback from Koodo. At this time, I’m not even thinking about Stream+ being an issue - I could see it under the subscriptions on my Self Serve account, I just want my account separated.
I get my callback, and the gentleman on the phone is very nice and helpful. He talks to me, he calls my dad and talks to him, and then he separates the accounts. He does not warn me this could impact my new subscription to Stream+. I now have my own login. I say thank you and we hang up.
Yay - time to activate my Stream+ services right? …Right?
WRONG.😥
I click “activate now” in my email. It takes me to my Self Serve account, and this is what I see:
Weird…🤔
And at the time, if I tried to add Stream+ from the advertisement on the Overview page (by clicking “Add Now”, it said “We weren't able to find Stream+ plans you're eligible for. You may already have the service, or it is included as a part of a Koodo bundle on your account. You may need to cancel the existing service to purchase again, or try again later. View your subscriptions"
I started a chat with Koodo Assist and explained my situation. Half of this conversation has, for some reason, disappeared, otherwise I would provide screenshots. Nelson seemed to understand and said he could see what I was talking about on my account, but that I would have to speak with someone on the phone to remedy the situation.
I set up a callback.
I then tried to verbally explain my situation to multiple representatives who kept transferring me around to other representatives, claiming I had never signed up for a Stream+ subscription, that they could not see any subscription on my account, and basically gaslighting me despite all of the confirmation emails I had received and my credit card having been charged. I spent hours re-explaining myself and listening to hold music and re-explaining myself again.
Eventually I hung up and tried Koodo Assist chat again (again, the important half of the conversation has disappeared from my chat history, but this time I copy and pasted it into a word doc). I provided the rep with the backstory, my account number, my dad’s account number, my customer service agreement confirmation number, etc. The rest of the conversation was as follows:
Koodo rep
Thank you for those details. Just a question more, did you finish the Card registration for the purchase?
3/23/2026, 8:04:10 PM
Me
I don't know what you mean
The koodo representative at the kiosk initiated the Stream+ subscription, which sent me a text message with a "secure online form to share my credit card details" which was a hyperlink to koodomobile.com/sl/aYnresbcUC - I went there and provided my credit card information, and shortly thereafter my credit card was charged $11.30, and then I received all of my activation emails for the three stream+ services; however, now, none of these links work and I can't activate any of the services I paid for
so in short, yes, I paid for the purchase, my credit card was charged, but I cannot access my subscription and seemingly no one at Koodo can even see that any of this happened. I would be happy to forward you or a manager the confirmation and activation emails I received, but at this point I just want a full refund and confirmation that I won't be charged again for the subscription because I've wasted 5 hours of my life on this
Koodo rep
Thank you for those details. It is exactly what I wanted to confirm. Here is what happens: fisrt that all please be aware that the Stream+ registration needs Self Serve profile to work. When you visited the Store, the purchase went though under your email, however even if your email was registered, the subscription ran under your dad's original profile.
Then When you spoke with the agent over the phone, they suscesfully separated both lines as per your request. AS result, the order was automatically cancelled because the registered email was changes and was registered to your account.
As the email did not exist anymore under your dad's account, the subscription also disappeared automatically.
3/23/2026, 8:17:39 PM
Me
That makes sense. But: 1) Can I get a refund for the $11.30 I was charged OR can you reinitiate the subscription without charging me a second time for this first month for which I have already paid?
3/23/2026, 8:20:47 PM
Koodo rep
As per automatic cancellation, the access that you received initially got also expired earlier and is why you cannot acces.
What next?
Your payment will be refunded to your Card, It is taking 24-48 hours approximately to appear in the bank account. So I will Let this chat interaction opened, and please come back here tomorrow, you do not need to open a new chat, just this one.
At that time, we eill check togeter the refund status, and in case no refuund yet, i will help you with that.
In the meantime, you can purchase a new subscription, or wait until refund to proceed with the purchase again.
3/23/2026, 8:21:32 PM
Me
Ok, and are you sure the subscription I purchased today was fully cancelled and I won't be charged monthly? And if I purchase a new subscription, I won't be charged x2?
3/23/2026, 8:22:17 PM
Koodo rep
Absolutely. No opened subscriptions yet under any of the numbers/accounts.
Please, do not worry about that!
3/23/2026, 8:23:18 PM
Me
Ok, thank you, I'll wait for the refund before deciding on any future purchases, if you can please leave this chat open. Sorry for getting frustrated - you've been helpful, I just wish I was able to get your help before getting transferred around on the phone and listening to terrible hold music for hours lol. I hope you're right that the refund will come through. Thank you again. I hope you have a good week.
March 25, 2026
Two days later, I, of course, have not received a refund. I contacted Koodo Assist again. This conversation unfortunately doesn’t appear at all in my chat history (the “click here to see your active and closed conversations with a Koodo rep” is turning out to be fairly useless), but the representative did agree to credit my account $15 because it turns out they could not/would not refund my credit card directly.
I did receive the credit.
The representative promised I would not receive another charge for Stream+ on my credit card because after the first charge and separating my account from my dad’s account, the subscription had disappeared.
...I wait.
One Month Later: April 23, 2026
I open my email and see an email from my bank:
I’ve been charged again! For month 2 of the streaming bundle that does not show up as a subscription on my Koodo account, that none of the representatives believe I ever signed up for, and that I have not and cannot actually use! And have no way of cancelling without cancelling my credit card!
Is there anything I can do to cancel this recurring charge other than cancelling my credit card since Koodo representatives do not believe it is happening? Can I talk to a manager? File a complaint? Send this entire saga to Koodo via email so I don’t have to re-explain it again? Dispute the transaction with my bank every single month until my credit card expires?
I don’t just want another credit on my Koodo account - I want my credit card to stop being charged and I want a proper refund and acknowledgment that this is happening.
I know this isn’t any one person’s fault (though I definitely don’t love the fraudulent e-signature on my customer service agreement that neither me nor my dad was present for). I believe this whole thing was a weird technical issue after separating my account from my dad’s account and registering it under a new login/profile - but at this point I am just being defrauded and wasting precious hours of my life trying to resolve this.
Apologies for the length of this post. Any advice is appreciated.
Sad and streamless,
- Chelsey
