Dear Koodo Customer Relations Team,
I am writing to formally appeal the outcome of my recent fraud report regarding a SIM swap scam on my Koodo account.
On Jan 07, 2026, my mobile service was unexpectedly disconnected. I later discovered that my SIM card had been swapped without my knowledge or authorization, allowing an unknown third party to gain control of my phone number. As a result, the fraudster was able to access sensitive accounts linked to my number and caused unauthorized activity and financial loss.
I want to be very clear: I did not request or consent to any SIM swap or account changes. This activity was fraudulent.
I expected clear communication, timely support, and appropriate handling of my concerns. Unfortunately, my recent experience has fallen well below those expectations. The issue I raised was not handled effectively, and I was left feeling unheard and unsupported.
What has been most frustrating is the lack of accountability and resolution. I have spent considerable time attempting to address this matter, yet the outcome has been unsatisfactory and has caused unnecessary stress and inconvenience.
I believe customers deserve reliable service and fair treatment, especially when serious issues arise. I am requesting that this matter be reviewed and addressed promptly, with clear communication regarding next steps and resolution.
I hope Koodo will take this feedback seriously and work toward restoring my confidence as a customer.
