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Koodo Mobility - Forced to Set PAD & charged NSF

  • December 16, 2025
  • 8 replies
  • 94 views
U

Koodo moving away from supporting people / loyal customers has been an ongoing trend for quite some time & today I experienced that incompetence first hand. 

Koodo is becoming an overpriced 3rd tier service even worse than Freedom. (Fizz & Chatr have better client service)

The beef started since the Credit Card PAD were forcefully asked to be removed to keep a meagre $5 discount. I was cautious but having two lines and a significant $10 saving every month have to switch for banking PAD. There was no choice whereas I am repenting that decision.

For one month, something glitched on Koodo’s side, did not take payment & charged me a Late Payment charge. $3 is nothing to fret about but 3 hours to reach someone was not what I expected & I ended up disconnecting the back & forth chat which went no where. Next month a PAD happened sweeping two months together & a late payment charge. Very furious but swallowed my pride. Now the new bill pops up & a $50 NSF. The bill for two lines $140 plus. No way I am going to let Koodo take the money. This is just day time robbery. Fix your systems.

 

I am already at a breaking point & if this is how Koodo treats customers then brace for at least my CRTC complaint going in formally as well as I am sure that you guys at Koodo do not appreciate the business. It is better to stay with tier 1 providers to pay a small premium but you get better service & a person to talk to when things go south. Here is no accountability & Koodo is set only on money grab. 

This topic has been closed for replies.

8 replies

M
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  • MilkyWay
  • Mobile Master
  • December 16, 2025

Have you checked the institution number, transit number, and account number on your Self-Serve account? Does it match with your chequing account? Did you follow up with your bank to figure out why the payment did not go through? https://www.koodomobile.com/en/help/setting-pre-authorized-payments

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 16, 2025

Hi ​@UKAURA 

We have looked into it and we can see indeed that there was a payment that was declined by the bank as per the details on our end.

In case of non sufficient funds, a fee is applied on the Koodo bill, we recommend checking this support article for more details 

We see that you managed to get in touch with a rep over the phone in the meantime, however if you have further questions or need further assistance, please let us know here.

D
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  • Dennis
  • Mobile Master
  • December 16, 2025

If your chat is not progressing as needed, I suggest requesting a callback instead.  Unfortunately  since this is a billing issue, a rep will need to look into the transaction that has happened.

Personally I am not a fan of auto pay by bank, but so far things have progressed smoothly

 

https://www.koodomobile.com/en/help?autobots=rollout

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
U
  • UKAURA
  • Author
  • Organizer
  • December 17, 2025

Have you checked the institution number, transit number, and account number on your Self-Serve account? Does it match with your chequing account? Did you follow up with your bank to figure out why the payment did not go through? https://www.koodomobile.com/en/help/setting-pre-authorized-payments

Yup, it did late payment once but then next month charged for the inflated bill so the info was correct. NSF is applied on the 3rd one which did not make any sense. A PAD discount showed up stating I have set things correctly and it's not possible at any given time that my balance was not sufficient to cover the $90.40 for the bill amount. My account always have a minimum threshold of $2500 to save the banking fee. I did got in touch eventually 3hour 18 minute call juggled between four different places. Still gotta wait till January bill to see that things are working the way they should be. Sad, I will lose out on the Promos but lesson learnt, never again I will sign up a contract. BYOD is the way to go. Jump the ship when interest don't align. I was going to add two family lines but gonna keep them as it is now. 

U
  • UKAURA
  • Author
  • Organizer
  • December 17, 2025

If your chat is not progressing as needed, I suggest requesting a callback instead.  Unfortunately  since this is a billing issue, a rep will need to look into the transaction that has happened.

Personally I am not a fan of auto pay by bank, but so far things have progressed smoothly

 

https://www.koodomobile.com/en/help?autobots=rollout

Yup, it did late payment once but then next month charged for the inflated bill so the info was correct. NSF is applied on the 3rd one which did not make any sense. A PAD discount showed up stating I have set things correctly and it's not possible at any given time that my balance was not sufficient to cover the $90.40 for the bill amount. My account always have a minimum threshold of $2500 to save the banking fee. I did got in touch eventually 3hour 18 minute call juggled between four different places. Still gotta wait till January bill to see that things are working the way they should be. Sad, I will lose out on the Promos but lesson learnt, never again I will sign up a contract. BYOD is the way to go. Jump the ship when interest don't align. I was going to add two family lines but gonna keep them as it is now. 

U
  • UKAURA
  • Author
  • Organizer
  • December 17, 2025

Hi ​@UKAURA 

We have looked into it and we can see indeed that there was a payment that was declined by the bank as per the details on our end.

In case of non sufficient funds, a fee is applied on the Koodo bill, we recommend checking this support article for more details 

We see that you managed to get in touch with a rep over the phone in the meantime, however if you have further questions or need further assistance, please let us know here.

Yup, it did late payment once but then next month charged for the inflated bill so the info was correct. NSF is applied on the 3rd one which did not make any sense. A PAD discount showed up stating I have set things correctly and it's not possible at any given time that my balance was not sufficient to cover the $90.40 for the bill amount. My account always have a minimum threshold of $2500 to save the banking fee. I did got in touch eventually 3hour 18 minute call juggled between four different places. Still gotta wait till January bill to see that things are working the way they should be. Sad, I will lose out on the Promos but lesson learnt, never again I will sign up a contract. BYOD is the way to go. Jump the ship when interest don't align. I was going to add two family lines but gonna keep them as it is now. 

M
Forum|alt.badge.img+4
  • MilkyWay
  • Mobile Master
  • December 17, 2025

Yup, it did late payment once but then next month charged for the inflated bill so the info was correct. NSF is applied on the 3rd one which did not make any sense. A PAD discount showed up stating I have set things correctly and it's not possible at any given time that my balance was not sufficient to cover the $90.40 for the bill amount. My account always have a minimum threshold of $2500 to save the banking fee. I did got in touch eventually 3hour 18 minute call juggled between four different places. Still gotta wait till January bill to see that things are working the way they should be. Sad, I will lose out on the Promos but lesson learnt, never again I will sign up a contract. BYOD is the way to go. Jump the ship when interest don't align. I was going to add two family lines but gonna keep them as it is now. 

That is really strange. I would highly suggest you to follow up with your bank to see what the issue may be. It certainly should not be like this.

U
  • UKAURA
  • Author
  • Organizer
  • December 17, 2025

Yup, it did late payment once but then next month charged for the inflated bill so the info was correct. NSF is applied on the 3rd one which did not make any sense. A PAD discount showed up stating I have set things correctly and it's not possible at any given time that my balance was not sufficient to cover the $90.40 for the bill amount. My account always have a minimum threshold of $2500 to save the banking fee. I did got in touch eventually 3hour 18 minute call juggled between four different places. Still gotta wait till January bill to see that things are working the way they should be. Sad, I will lose out on the Promos but lesson learnt, never again I will sign up a contract. BYOD is the way to go. Jump the ship when interest don't align. I was going to add two family lines but gonna keep them as it is now. 

That is really strange. I would highly suggest you to follow up with your bank to see what the issue may be. It certainly should not be like this.

I understand my friend and not trying to pick brownie points to shame the platform but Koodo customer service has gone down. I have been with almost all service providers and I will put Koodo right with notorious Bell when it comes to sneaky increases and no transparency. Forcing clients to use the forums and find the answers in community, then what's wrong with public mobile if one has to do all the work. Koodo used to be a budget friendly provider punching above the weight, not any more. Choices are limited. Always looking to upsell and God forbidden you are comfortable, a shake up will happen to force you to either change to in-market plan or raise the base price. I am hoping the rep who did the changes sticks for the next 12 months and I can't wait to say goodbye next festive season. Loyalty did cost more to stick with same provider. There is not a single benefit staying loyal. Lesson is keep month to month on a BYOD plan and change provider if you are not happy. No love lost just the respect I had for Koodo. 

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