Purchases & Returns

I placed an online order on May 28 The order was delivered to the wrong city - Terrebonne instead of Gatineau (204km away). Since June 2, I have been trying to obtain assistance and a resolution to this issue, without success. I have been repeatedly transferred from one department to another, and no one has taken ownership of resolving the problem.Today was my seventh attempt to obtain assistance regarding this issue. The representative I spoke with advised that they were unable to help and did not know what else could be done. After seven contacts and more than two weeks of unsuccessful follow-up, I am extremely frustrated by the lack of accountability and the complete absence of a resolution.I’ve been with Koodo for 14 years. The lack of accountability, communication, and effective customer support has significantly eroded my confidence in the company.

I cannot buy 14-Day Europe Travel. The website shows “This page isn't loading right now” message.Please fix this.  

How i can understand why i was charged if i, not using this servicw ? how i can reuqest refund ? 

Ordered and paid for mail.No order confirmation by e-mail or tracking#

need help with upgrading my phone because my current device is not reliably compatible with my diabetes monitoring equipment and apps.I use the Dexcom G7 and related diabetes apps to manage my blood sugars, and my current phone is causing compatibility and syncing issues. This affects my ability to safely monitor my glucose levels and share data with my healthcare team.Because this is medically important equipment, I’m calling to see what options are available for a device upgrade, payment assistance, loyalty upgrade, or accommodation for medical necessity.”https://www.dexcom.com/en-CA/compatibility/g7?utm_source=chatgpt.com

I’m trying to buy an Iphone 17e on the Koodo website and it will not let me. The problem appears to be my address. The site tell me address the phone will be shipped to must match my credit card’s billing address. It does. Identically. It matches. I don’t know what the problem is. The address is the same address that pay my koodo phone bill every month. It hasn’t changed in 7 years.The site will not let me purchase this phone. I have bought a phone from the koodo site before and never had a problem. Is it a problem that my number is a Nova Scotia number? It never was before. My mailing address is in Newfoundland, and its identical to my billing address. This was never a problem with Koodo before. Can I get this fixed, or should I just go and buy in store?

I am being asked to return items that I returned in Jan. 2026. I had Koodo briefly, but went with another provider.  the tracking # for the return was with canada post 4000 4774 6866 5993

I had activated the 30 day Europe travel pass through my online account and got a text confirming that I purchased more data to be used until the end of my bill cycle.   I checked my account and the travel pass wasn’t added nor when I texted ROAM to 7626 to verify.    I have since texted the EU30PASS which was successful.   I don’t want to be charged though re that other text stating I’ve added data, will this happen?   I’ve read that it is a glitch.  

See above lol

I want a new phone but no money now 

I been a $15 prepaid plan customer for many years. They changed it to $18 more recently buy they did give a bit more from original plan like unlimited call and sms and also 250mb 4g data. It is similar to the current $15 plan but you get unlimited call and 4g speed.I don't mind paying the extra $3 for peace of mind unlimited call.Also I noticed each prepaid plan number/account has to have a separated credit card associated to the account. Is there anyway to set the same card.

I placed an online order for Bring your own phone over a week ago and haven’t received anything other than a confirmation email. I can’t set up anything in the self serve to switch my phone number over or even access the self serve. The chat bot is not helpful since according them I don’t have a valid email and need to wait for another email with my info. I can’t find a phone number to call or an answer anywhere. 

Hello,I would like to file a formal complaint regarding a misleading Internet offer sold to us by a Koodo door-to-door sales representative named Ruben D. on January 7, 2026 in Brossard, Quebec.The representative offered us a high-speed Internet plan for approximately $50/month. During the visit, he even called his manager by phone and confirmed the promotional offer in front of us. Based on those verbal representations, we agreed to subscribe to the service.After several months, we discovered that the actual contract price was $79/month plus taxes, and our monthly bills have been around $90/month. We never knowingly agreed to this pricing and feel that the service was clearly misrepresented during the sales process.We contacted the representative directly and he informed us that he no longer works for the company and is “not responsible anymore.”This situation is unacceptable. We are requesting:A formal investigation into this sales incident Reimbursement for the overcharged amounts s

When do i get my modem? Cause they already charged me for my first bill last May 12 2026. 

I was not provided a simcard for my new phone upgrade. My old phone has an older sim card that will not fit. 

I purchased a brand new iPhone 17 Pro Max and have experienced ongoing issues since receiving it. Over the course of 1.5 months, Koodo sent me two faulty devices before finally replacing it with a third phone. During that time, I was repeatedly directed to different Koodo locations, Jump+ stores, and Apple Stores, spending countless hours (1-2 hour at a time i believe 6 times) trying to resolve issues that should have been handled much more efficiently as visitintg all those stores did nothing but cost me time, money and frustration.Unfortunately, the customer service experience throughout this process was extremely disappointing. I spent hours on frustrating calls where I felt dismissed, brushed off, and disrespected. At one point, a representative actually laughed at me while I was trying to escalate my concerns and then placed me on hold for 30 minutes after repeatedly giving me the same scripted response because I refused to accept it as an answer without speaking to someone elseNo

I was shipped a Google Pixel when I ordered a refurbished iPhone 14.. We went to a store the same day when we realized it wasn’t the right phone, the store told us we had to call customer service and wouldn’t help us, then after 2 hours on the phone with customer service we were told they need to launch an investigation and we would get an update within 3-5 days. It’s now been 6 days with not a single update, I’ve just been received my bill for the month and I'm being charged for the phone we never received and we’ve been given no direction about what to do with the phone we didn’t order and don’t want. I’ll call, again, tomorrow, to fix this problem we didn’t cause, but has anyone encountered this before? 

Hi, I am a prepaid customer and I want to cancel my prepaid service. The issue is that I am unable to log into my Self Serve account properly. When I try to log in, it shows that I either have no number linked or asks me to activate my account again, even though I already activated it earlier.I’m stuck in a long activation process and cannot access my account. I also haven’t been able to find a way to directly contact a customer service representative.Could someone please help me access my account or guide me on how to cancel my prepaid service? Thank you.

I am thinking of upgrading from the samsung s22 ultra to one of the upcoming s26 phones. But I do have questions.  Right now I have a physical Sim card In my phone, do I have to switch to an e Sim card, or can I stick with the physical Sim card? I prefer the physical card if possible.  If I pre order from koodo,  can I just take my Sim card out of my current phin, put it in the new phone and transfer everything over and I'm good to go, koodo will automatically know new phone is active? I assume my phone number will be the same, regardless of e Sim or physical Sim card.  What are the differences between the the 3 new phone types? Thanks in advance 

I still had my old address, on the account, without realizing it. The delivery was canceled when they tried to drop it off. I've since updated my account but now need to know how to get my phone. Thank you.

Hello I have a capital one credit card secured and I would like to have a new plan as a new customer and also a new device iphone 17npro max but I was wondering if your system accept capital one credit card because when I want to apply but doesn't want tk affect my credit score by applying and after when they ask for credit and i try using my capital one is wont work to purchase phone and Sim card 

I recently purchased a phone from Koodo using tab. I went to self-serve and clicked on tab to see if I can find my invoice. All I can see is a monthly summary of what was paid in the balance but no invoice or receipt for the purchase of the phone. I am assuming that I didn't purchase a phone and Telys just the Financial agreement. Thank youJohn

Hi there,Just wanted to start the topic of conversation in regards to a newer iphone 16e that I got in April 2025. Today I noticed it went down the 10% battery. I went to go charge it, plugged it in and it looked like it was charging with the little lightening bolt. Very soon it went down to 5% then 2% and now won’t turn on or charge. I tried different charging cords, blocks, outlets, wireless charging but nothing. I contacted apple support and set up an appointment to bring it in to an apple store to have them assess and fix or get a replacement. I was just wondering if anyone has had a similar issue and what the end result was. The phone is covered under the manufacturer warranty so apple support said there would be no cost if it is determined to be an issue with the phone due to it being faulty. I still owe koodo for the phone since I gave a down payment and pay on my tab once a month for it. Once its fixed or I get a replacement I would love to just send it back and just switch bac

HelloHow do I get a new SIM that works for my same Koodo account and Koodo phone number.My account is currently suspended.Thanks

Does anyone know what the deal is? Thanks :)