Did you schedule a callback through Koodo Assist to speak with a rep? Are you currently out of the country? 

I did schedule a callback, but they never call, and I'm not out of country 

So alternatively you can message a rep via Koodo’s Facebook or X (Twitter) profiles and they can cancel the account. Links for those can be found at the bottom of this page if you click their associated logo.

Now if you want to keep the number, you can just port to another carrier. This will cancel the Koodo account if it is the only line on there. Your self serve will be active for 90 days after so you can pay any outstanding bills. More info on this can be found in the link.

https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo