Purchases & Returns

I recently made the switch to Koodo in January and brought both phone lines over from Fido after 11 years. As a promotional match, I got my main line for $45 a month and the second line for $40 a month. My old S10+ just started acting up over the last week now so I am looking to upgrade and wanting to add the phone tab to my secondary line while keeping my current plan at the same discounted rate. Its only been 2 months with Koodo so I’m not sure what’s the best way to do it. When I go into Self serve it gives me the option to keep the current plan but without the discounts I received on both my lines for switching over to Koodo. Please help me with this.

We notified Koodo Friday a week ago that the pre-owned iphone 11 that my husband had ordered, has a letter on the keyboard that does not function, has a battery that runs down within a day, and does not allow him to transfer from his old iPhone. We sent all the necessary info in that first email. After various emails requesting all the info we had already sent, we am still waiting for the actual info on how actually return the phone. we would like to replace it with a different one, but not until we get a refund for this one. I am disappointed in the first place that the phone was not fully functioning, but that the return takes this long is quite annoying. 

I ordered a phone upgrade March 9th. It's on a tab plan. The phone hasn't even been shipped yet and I have already been charged for it . How can they charge for something I don't even have yet? 

I’m looking at buying a new phone and switching to Koodo. Do they charge tax on the full retail cost of the device up front?Another carrier I was browsing advertised $243 due today but then the total cost jumped to over $400. I’m no math wiz but I know 13% tax on $243 isn’t over $400. When I hovered over the legal stuff, it mentioned they charge tax on the full retail cost.I’m just wondering if Koodo does the same or if their up front number is their advertised number, plus tax? Cheers.

I lost my phone yesterday (it’s gone, won't be coming back). I’m trying to buy a new phone through self serve, and I have a promo code I'd like to use. All is well and good until the final step where they send me a verification code to my cellphone number...except I can't receive it as I no longer have a phone. How can I proceed?

I should receive a device because of an upgrade I made last Nov but never received any tracking number so I contacted Koodo and ended up with a tracking number with no delivery date. So, I contacted UPS and started an investigation about that parcel and UPS just confirmed that this parcel is missing and said they’ve send a claim to the sender, which is Koodo, and ask me to contact the sender as well for more information. I’m out of the country now so will anyone please flag a rep for me to help sort it out? I think Koodo should send out another device for me? My missing UPS tracking number is 1Z69V986DK12284750 Thanks. 

Hi, I stopped my Koodo service and with a negative credit balance before, this month I received the bill and the balance is zero, I guess it been refunded. But I did not set up any pre-authorize payment and I moved out from the previous address. Can I get that cheque? Thank you. 

While I was visiting the states over new years my airliner lost my bag.They then gave me a card with their phone numbers one being a toll free line.I called multiple times to try to get through but I kept just waiting for a few hours.Im just checking my monthly phone bill and it’s nearly $500. I was under the assumption toll free lines are free. Am I wrong?

Hi! I’ve recently cancelled my Koodo account and moved out of Canada (back home to Denmark). I can see that I have a credit left of $89 on my Koodo account. I have not registrered for pre-authorized payment. How can I receive the CAD 89, when I’ve moved out of Canada? I wont be able to receive a cheque. Is there anywhere I can submit my Danish bank details for an international transfer from Koodo? /Emilie 

I purchased a new phone from the Webstore and returned it the day after receiving it as it didn't have the functionality I needed. After waiting  5 weeks (the web estimate for returns is 4 weeks) I emailed help and they told me to keep waiting as they've been busy.  I checked in with the Canda Post tracking number and says its still in transit so I called them and they verified delivery was confirmed at 10 days after it was sent. I waited 2 more weeks and there's still nothing,  so I booked a call back. They gave me the "just keep waiting" runaround, l until I got upset that they weren't even listening to what I was asking and support then confirmed it was never logged as received by the warehouse.  I now have to wait for a claim to be filed with Canada Post. I ship things for a living so I know this is another circle of nobody assuming responsibility. This is really an issue between Koodo and Canada Post but I'm stuck in the middle paying for a tab I'm not using, therfore making it im

I was just sold a tablet on the phone yesterday, and after further review of my finances I realize I won’t be able to afford it. I emailed the web store and they’re saying it could take days to see the email. I was wondering is there a faster way to cancel the order? I just don’t want for it to get here and then have to go through the process of returning it in store. Thanks!

Recieved SIM card but still haven’t recieved the account activation email yet. Order#HFO34962451

I’m gonna start off by saying please don’t ever purchase a Certified Pre-Owned phone from Koodo. Also, please bear with me as this is a really long post but I feel the backstory is important to my frustration. TL;DR: I’ve received 3 broken Certified Pre-Owned iPhone 11 Pros from Koodo and I’m at a loss at what to do. Any help on how to handle this would be greatly appreciated. In 2021 I upgraded to a Certified Pre-Owned iPhone XS and it had no issues! It’s been a great phone, but on Christmas Eve 2022 I smashed the screen and decided I would look at what I could upgrade during their winter sale. Even though my portion of the phone had been paid off I still had to pay off the “Tab Bonus”, so I bit the bullet and paid it off and went through the process of upgrading to a Certified Pre-Owned iPhone 11 Pro. Wow!! What a mistake. First iPhone 11 Pro shows up with a warning saying the screen is either not Apple certified, or it’s been installed incorrectly. The battery max capacity is also a

I’ve tried several times to purchase online an iphone and keep my old plan and everything is fine until i get to the last step it gets an error message “something went wrong”

I changed the plan last Nov and should receive a new iphone 11 64GB with my new plan but this just never happened. There’s no order or history that I can check using the self-serve portal. I’m just wondering where is my phone since this took long enough now. If you forgot my phone could you please just send it out now and give me a tracking number? I’m out of the country now so if there’s any info you need to double check with me please leave an email to communicate.Thanks in advance. 

Hello!I have unlimited Canada-wide calling and have an airtime charge of $47.78. I looked it up on my bill and it says the overage is for an incoming call from 7057923728 from Ontario Since it’s a Canadian number, and given my unlimited minutes plan, why am I being charged?The odd thing is as well, I checked call log and I have no record of outgoing or incoming calls from this number on my phone, but this number has shown up on my bill quite a few times. What does that mean? Thank you!

Hey there, I am currently looking into switching from my LG Velvet to a CPO Iphone 11. I was looking into a phone with the quality GREAT on it. Just wondering what kind of condition do these come in? I don’t want a broken screen or a chunk taken out of the back of the phone. Are the CPO phones even worth it? 

Edit: *Typo in title* Can’t Edit* Wrote this out of so much anger and frustration that I forgot to double check*   My rant starts below:Please take a look at this before getting a Certified Pre-Owned iPhones. How Koodo contradicts their own policies:They admit that they can’t guarantee all the parts will be genuine. But they claim CPO iPhones will perform the way its meant to be:With iPhones if non genuine part is used then it doesn’t perform the way it should! Example:iPhone would complain “not functioning as expected” because it’s a fake displayHere notice True Tone is Missing and it’s not a Retina display either (i.e. not OLED). it’s cheap LCD screen. Conclusion: Koodo doesn’t ensure everything works the way it’s meant to.Hope this helps anyone who is considering to get a Certified Pre-Owned iPhone. Save yourself the trouble. Even though they agreed to send an exchange but they won’t guarantee all parts will be genuine. So it’s a hit or miss. But they don’t consider this when settin

I bought a pre-owned iphone12 pro on Koodo website. After 2 weeks of normal usage, I realize that the battery really don’t last long. Within less than 10 hours, the battery is under 10%. Is it warranty?

I purchased a certified pre-owned phone online and it arrived with an issue with the microphone (people I called would say I was breaking up) so I returned it to Koodo using their shipping label and the box it came in. A couple of weeks later I noticed I still had a charge for the phone on my account so I called Koodo who told me it was received but couldn't tell me why the charge wasn't reversed. A day or two later, I received the phone in the mail and the whole screen was smashed! I've gone into the Telus store and spoken to phone reps and so far all they tell me is that because I didn't take a picture of the phone before I sent it back that I have to pay for the cost of the whole phone. Is there anything I can do here? The phone body was in perfect condition when I returned it! I feel like this is a scam! Any advice would be appreciated! 

I just ordered a SIM card and in the confirmation email it said I am being verified. How long does that exactly take and what is being verified? (Just out of interest) 

Hi,I just exhausted my 50 gb data and I got the message that you can get one GB data for 25 dollar until the end of billing cycle .So Will I be charged 25 dollar just for this month or for all bill cycle in future 

I am trying to sign up and get a new phone with a plan and I am having a bit of a time doing this. I am not technically inclined and not knowing how or who to talk to about this. Trying to do this online through my current crap phone and having absolutely no clue..

A couple weeks ago I signed up for a tab basic phone, $8 a month for 24 months.  Now I see the same device is $5 a month for 24 months, same conditions.Is there a “cool down period” where I can still get a price adjustment to get the benefit of the lower priced phone?  I want to keep everything the same, just get the better monthly rate please. Thanks.

I just hate how there is no warning like for data when you are close to reaching your limit there is a warning but not for long distance homephone.Basically i am on a homephone plan with 1000 free minutes to european countries like london and my parents have never over used the minutes till now and my homephone bill is $172…  (usualy pay $24 after tax per month) just don’t like how if i click “view usage” the website doesn’t show and says “unavailable”