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Question

Never received SIM card. Never used Koodo. Now I owe them $500??

  • March 10, 2026
  • 5 replies
  • 64 views
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Hello everyone,

I’m not sure if this is the right place, but here I am. Signed up for Koodo over the phone one day a few months ago. I never received a SIM card or anything at all from them.. just a bill in the email. I’ve never used the service, and thought they forgot about me. But no, emails keep coming claiming I owe them $519 for nothing. I can’t contact anyone and the ‘AI’ is completely useless. How/Who do I contact? I don’t need a report on my credit bureau for absolutely nothing.

 

Thanks!

5 replies

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  • Oliver C
  • Mobile Master
  • March 10, 2026

Hi there,

Regarding the amount owed, you will want to Schedule a callback to dispute this as it is normal for charges to begin before receiving a sim card.

You begin to be charged once the sim has been shipped, after this the sim is in the couriers hands. Its likely it got lost in shipping. As there was no follow up, koodo would continue to charge you.

Regarding the sim, you can go to your closest koodo or telus store and get a replacement and replace it through your self serve account or order a replacement online. From there the service is good to be used.

Do you have access to your koodo self serve account? If you use the chat bot and just type in "callback" and ignore the initial prompts, it will ask you to sign in to your self serve and schedule a callback.

 

Just a guy trying to help out 🙂
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    • boogeyman
    • Author
    • Beginner
    • March 10, 2026

    Actually, it keeps bugging me for a number. The account is cancelled. what number do i use? Why can i only ask ‘approved’ questions? This system is totally useless, why anyone would sign up is beyond me.  Now I have to go through hell just to do a simple thing.

    Thanks for your help!

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    • Goran
    • Mobile Master
    • March 10, 2026

    I see that it no longer allows you to schedule a callback without signing in to an active self-serve account. Koodo is trying to minimize callbacks, but it would be ncie if the assist would accept that you have a cancelled account and need to reach out to customer support anyways. 

    In this case, tell it “can’t sign in” and I’d pick you’re locked out or waiting to be approved or something like that and then it’ll let you scheule a callback. 

    As for “approved” questions, it’s not a person or a LLM. it only works on keywords. And even a LLM would have limitations on what it’ll accept for callbacks. 

      Flo Koodo
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      • Flo Koodo
      • Official Rep
      • March 10, 2026

      Hi ​@boogeyman 

      When you are asked for a phone number, you should be able to enter a contact number where you can be reached.

      Just to double check, did you get an activation email to sign up for self serve back then when the rep assisted with the activation?

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      • boogeyman
      • Author
      • Beginner
      • March 11, 2026

      Thanks everyone, I’ll try those suggestions and get back!

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