Paid in Full, $0 Balance But Koodo Still Ruining My Credit – What Can I Do?

It says the current balance is $0.

It looks like the record is correct as you have explained

The credit report of a bad non-payment event would stay in your credit report for up to 6 year. It doesn’t matter if you paid or not, the event would stay there. If helps with credit score if you paid.

As of now, only Koodo can pull the report. However, you would have to prove to Koodo that your orginal bill of $196 was wrong OR you paid before the due date (stated on the original bill from Koodo). You have to contact Koodo directly with proper evidence to ask them though.

You said that you can’t call Koodo. Perhaps not like just calling a number, but you can schedule a callback through Koodo Assist for closure on this matter:

https://www.koodomobile.com/en/help

Being a charge-off, it means that Koodo has written off the debt and I would think that status remains for that debt, even if paid/closed, no? It does show as paid. I’m not familiar with this particular format of credit report. Are you certain that this is why your credit score continues to lower?

From Equifax:

What does charge-off mean? Simply put, a charge-off means the lender or creditor has written the account off as a loss, and the account is closed to future charges. It may be sold to a debt buyer or transferred to an internal or third-party collection agency.

So does that mean I don’t owe the debt any longer? No. You’re still legally obligated to pay the debt. If the debt is sold or transferred, you may end up making payments directly to the collection agency or debt buyer, not the original lender.

When do charge-offs happen? It depends on the repayment terms and the type of account, but the time frame is generally between 120 and 180 days after you become delinquent or miss a payment on the account. Creditors will likely first send letters or call to remind you of the past-due amount before the account is transferred to a collection agency or sold to a debt buyer. 

Can my account be charged off even if I’ve been making payments? Yes, your account may be charged-off if you haven't satisfied the account terms and your account becomes delinquent. Your account may also be charged off if you file for bankruptcy.

How long will the charge-off stay on credit reports? Similar to late payments and other information on your credit reports that’s considered negative, a charged-off account will remain on credit reports up to 6 years from the date of the first missed or late payment on the charged-off account. 

If I pay the debt, will it remain on credit reports? Yes, though it will show as a paid charge-off or paid collection when the lender, collection agency or debt buyer reports it as paid to credit bureaus. If you pay the charge-off or collection before the 6-year period is up, it remains on credit reports but may have less of a negative impact on credit scores, depending on the credit scoring model used.

Did you provide the release letters directly to Equifax and TransUnion?

Thanks for the insights. While I understand that charge-offs can stay on a credit report for up to 6 years, the real issue here is that Koodo is STILL reporting missed payments months after my account was fully paid and settled.

-My balance is $0.

- I paid the full settlement (with interest) in August 2024.

- I have official release letters from collection agencies confirming the account is closed.

- Koodo continues to report missed payments affecting my credit score.

No one at Koodo is taking responsibility for this. The only response I get is to “contact the credit bureaus” yet Koodo is the one actively reporting false information.

My credit file continues showing missed payments reported by Koodo even though my account is at $0. This is beyond frustrating and unacceptable.  I plan to escalate legally because this is clear negligence. If anyone has successfully forced Koodo to correct their credit reporting, please let me know how you did it.

​@MilkyWay disputed with TransUnion twice. Did not help despite sharing the release letters.

Have you tried asking the collection agency to remove the entry from your credit bureau report? That is probably the best way to do it at this point. https://www.creditcanada.com/blog/remove-collections-credit-report-canada

More proof of Koodo’s incompetence—still reporting missed payments months after I paid in full. My balance is $0, yet they keep marking my account as In Collections/Charge-Off, tanking my credit score for no reason.

TransUnion is just as useless, refusing to fix this despite clear proof. No accountability from either of them.

​@MilkyWay ​@Lou ​@Goran ​@Dinh ​@Dennis Please suggest! Tried contacting Koodo but they’re literally doing nothing to help.

Koodo has done their job, they mentioned in the screenshot above that the amount has been paid and the balance is zero. That is how a credit bureau works. All report will stay for other creditor to assess.

They can’t delete the report UNLESS you have a proof that the original bill was wrong or you paid your original bill before the due date. So far, I haven’t seen any report from your post that was the case.

OP, this happened to me back in 2019. Payed In Full With Interest.  By the time I discovered the issue (was receiving emails to my junk box). COVID was happening. Their 'automated callback' was sending me phone calls with nothing but dead air space. No one replied to emails, couldn't do anything but get the automated chat bot to go in circles and do nothing. When I tried to log in to the self serve app I could not even pay or take any action because my account balance was $0. Contacted BBB. My "debt" of $0 was forgiven but the damage was done. 

OP, take this very seriously, as this issue is why I now cannot get financing for anything. Keep going and do not stop making noise and do not take no for an answer. Please keep us updated on your discoveries as well. Thank You

I was hoping tosee if reporting after Aug 2024 was still showing missed payments. I’d do as Milkyway suggested, and reach out to the collection agency, since Koodo sold off the debt and shouldn’t be reporting anything more about it anymore.

Did you try the method that was suggested earlier?

Guys, I’ve tried EVERYTHING before coming to this community for help. This has been going on for months and I’m fed up.

Not only has Koodo/TELUS failed to fix this, but I now feel scammed by the collection agencies. My original outstanding bill was $196, which was supposed to be settled at $262 with interest. However, General Credit Services and TPH Legal promised an immediate resolution to fix my credit score before taking my money and ended up charging me $311.

Even after paying in full, nothing has changed. TELUS tells me to talk to the collection agencies and the collection agencies tell me to talk to TELUS. Meanwhile, my credit score is still being destroyed.

Attaching screenshots of:
-Multiple ongoing email conversations with General Credit Services & TPH Legal
-Release letters from both the collection agencies
-Proof of payment made in August
-A 1+ hour phone call with TELUS with no resolution (despite multiple calls)
-A message sent to Koodo on X seeking help

NONE of them are ready to help. None of them are taking any accountability. I feel completely miserable and exhausted trying to resolve something that should have been fixed months ago.

sm27 wrote:

More proof of Koodo’s incompetence—still reporting missed payments months after I paid in full. My balance is $0, yet they keep marking my account as In Collections/Charge-Off, tanking my credit score for no reason.

TransUnion is just as useless, refusing to fix this despite clear proof. No accountability from either of them.

My question to TransUnion is why is the month marked as a missed payment when it clearly says $0 past due.  Ask them if this is normal as something that stays for X months since it went to collections, etc.

Maybe this is the normal process?  I am not sure.  I understand your concern but it does say $0 so technically recorded accurately.  

You need to speak with General Credit Services Inc. as the collection agency that handled your matter. TPH Legal Services was only retained with respect to obtaining a judgment for recovery of the fees.