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All discussions about Koodo billing and payments.

  • 1,101 Topics
  • 4,053 Replies
1095 Topics
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Luc2000Connector
asked in Billing & Payments
Unable to Verify Debt Collector with Koodo Upon Multiple Attempts & Methods

Hello, This is a follow up post on my previous one regarding a claimed debt collector hounding me on behalf of Koodo supposedly. I need to verify them. The method Koodo provided did not work. Online Chat is not working. Calling customer service also not working. I went in person to Koodo counter and they told me to call customer service again. Koodo has been sending me in a loop to do something very simple - to pay off a very small amount - but making sure I am sending the money to the right people but not some scammer given the threatening behaviors from the claimed debt collector. Why is it so difficult and takes so much time to verify a debt collector? The banks’ processes are much easier than Koodo’s. Nobody will send money to an aggressive claimant without verification especially. Please provide a real solution that will work asap as above 3 methods were tried and proved to be nonfunctional.

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Flo Koodo
J
JSSBeginner
asked in Billing & Payments
US roaming charges

I am in Canada and my roaming was turned off however my phone still connected to a US network and I was charged $15. I have since found out I can specify to have just Koodoo networks connect to prevent this. Can you please credit me this $15? I didn't realize there is no customer service phone # with koodoo to speak to an agent. Thanks for your help

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Flo Koodo
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jancewipBeginner
asked in Billing & Payments
US Easy-roaming charges in error

After a recent visit to US, we apparently incurred roaming charges of $154 on one of our Koodo lines. I believe that data had been left on by mistake triggering the charges because we made no calls or texts on that line on March 8-17. The other charge is legit on March 7. I realize that it was our fault - however we did not use any cell phone services for the days we were charged. We would appreciate it if that charge was removed. If I need to use another way to make this request, I would appreciate the information. Thanks for your help.

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Flo Koodo
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CanadianislanderBeginner
asked in Billing & Payments
incorrect roaming charges

Roaming charge when I did not leave the country

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Flo Koodo
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psflAmbassador
asked in Billing & Payments
Cant upgrade

When I go to do a hardware update, I am told that she cannot upgrade because the address on the account does not match the area for her phone number. The stated solution is to change her phone number, that is not going to happen. Has anyone else run into this?

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Flo Koodo
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bcookConnector
asked in Billing & Payments
Stream+ price increase despite price locked in?

The Koodo website states that “Stream+ rates are changing, starting on April 9th, 2025.”, by either $3 for basic or $5 for premium. However, when I first signed up for this promotion in March 2024, I received an email stating “Stream+ Basic $15.00/month first 999 months, then $20.00/month afterwards.”. How is this allowed? The email says nothing about prices possibly increasing or for a limited time, etc. It explicitly states 999 months.

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KurtBallBeginner
asked in Billing & Payments
Being charged for an account I never finished signing up for

I was going to sign up for Koodo but their sim came too late in the mail and I found a better deal so I never finished signing up or registering. I don’t have an account of any kind with Koodo apart from this one. How do I get in contact with them to dispute these charges?

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reantogbpBeginner
asked in Billing & Payments
Got charged a Connection fee which was supposed to be waived

The salesperson mentioned they would waive the connection fee when transition from Fido to Koodoo, but the connection fee it is on my bill. What to do now?

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precious123Beginner
asked in Billing & Payments
pay my bill oversees

I’m trying to pay my phone bill (prepaid customer) but I’m in Barbados right now. The new Koodo security feature sends a verification code to my device in order for me to login which I can’t receive since I’m not in Canada… my overdue bill is going to exceed 3 months and I’m going to lose my number! HELP! I need to fix this today !

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Dinh
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AdnanUBeginner
asked in Billing & Payments
Autopay did not update

I updated autopay using my new debit visa on self serve but it didn’t happen in the background. Koodo charged me 79 cents late fee. I never miss payments. They need to fix their app or the website.

221
Dinh
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cj2045Connector
posted in Billing & Payments
Monthly Discount

I was phoned by a Telus/Koodo representative offering me a 30% discount on my monthly Koodo bill and I was wondering if anyone else is being offered this discount. I am worried this could somehow be a scam.

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Jason Yang
Jason YangBeginner
asked in Billing & Payments
Should I pay a connection fee?

Hi, A salesperson came to my home and helped me switch from Freedom Mobile to Koodo. But now, I see a connection fee on my first e-bill. I don’t remember them mentioning this, so I was very confused. Is this fee normal? Can I get it waived? Thanks!

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Wendy Bertin
Wendy BertinBeginner
asked in Billing & Payments
Didn't get auto-pay discount.

I signed up for auto pay and I have 3 lines. It auto paid my last bill no issues. I now have a second bill but there is no discount reflected on the bill? Should I wait one more cycle to see if it comes off the next one? I don’t understand why it wouldn’t come off this time.

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Georgia Koodo
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ShawnaleeBeginner
asked in Billing & Payments
Call Forwarding

I am being billed for call forwarding from my Koodo number (personal) to my Work Phone with (Telus)? How do I completely disable this, so it does not happen again. It is turned off. I did use my personal cell as a hotspot for my work - could something have happened there?

243
Dinh
M
melitatBeginner
asked in Billing & Payments
Roaming Charges- close to US border

Hi there, I was charged roaming charges when on Vancouver Island in BC. I have turned off my roaming network on my phone and somehow got this again. Please kindly remove from my statement. Thank you!

141
Darius Koodo
H
historyisnotbunkBeginner
asked in Billing & Payments
Billing problems

Koodo is driving me crazy. On my cell phone I get messages saying that I have not paid my bills for, I think, about 4 months. When I log in to self serve on my laptop it tells me that I am all paid up. (I have my bills charged automatically to my credit card.) The message on my phone says that if I do not pay by April 5, 2025 I will be disconnected. So what am I supposed to do? If I get disconnected for non-payment that will reduce my credit score. If that occurs I am done with Koodo for good. Is it possible that the warnings I am getting on my cell phone are fake? Please help me.

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Boa_Guy Koodo
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Britt2611Beginner
asked in Billing & Payments
roaming

Hi, there. I traveled to Mexico for 7 days and was on WI. Fi. The entire time for some reason, my phone would rome for an average of 1 minute before connecting. In lou, I was charged sixteen dollars a day. Wondering if something can be done with these charges.

221
Georgia Koodo
G
ghoekstraConnector
asked in Billing & Payments
I have been double-billed for Stream+ for 9 billing cycles

Hello, I am a TELUS team member who subscribed to Koodo Stream Plus when it first launched. I am writing to you today because I have just discovered that I am being double-billed for my Koodo Stream Plus Service and have been for quite some time. When I look at my subscriptions on the Koodo Self Serve website, it shows that I am subscribed to Stream+ Basic. My plan is $10 a month until June 18, 2025. I can also see that I have been charged $11.20 monthly for Stream+ on my credit card. However, when I click on Billing and look at the breakdown of my monthly charges, I am also being charged another $28.00 per month for Stream+ Koodo Mobility on my bill, on top of the $11.20 I've already paid separately. When I look at my PDF of my bill, the $28/month charge is for an older version of Stream+ which doesn't exist anymore, including discovery+. I spoke to someone when I signed up for the new Stream+ package last June and he told me the old service would be cancelled. As far as I can tell, I

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Allan M
W
WestOrganizer
asked in Billing & Payments
negative balance

Hi So, I have a negative balance on my account and my phone bill was due yesterday, so I was just wondering, was I supposed to pay something? Or how does that work? Do I just not worry about it my bill till it's a positive bill again?

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bunnymickeyBeginner
posted in Billing & Payments
phone bill

Missing a payment?

323
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I.am.feliciaBeginner
asked in Billing & Payments
Apply for tax exemption every year

I find it very frustrating that no one is able to clarify why I have to prove every year that I am tax exempt. My status card is valid until 2033, but yet I have to email you the form and wait 14 days to process.

433
Flo Koodo
M
margshireBeginner
asked in Billing & Payments
Unable to pay bill on time

Hello, My bill is due tomorrow but I won’t have enough money to pay it until Friday (28th). Can you please put a note on my file that I will pay in full on Friday? Thank you, Margaret

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Mohammed ShamsiBeginner
posted in Billing & Payments
EPP discount not applied to my account yet

I had applied for Walmart EPP on November 30th, 2024 and yet the discount has not been applied to my account. I have already contacted customer service twice but they were not able to resolve the issue. They said that they are not authorized to resolve the issue, due to which I reached out to the management. The management representative cross checked all my account details and confirmed everything is correct but unfortunately, he was not able to resolve my issue as well. First the gentleman said that they(the team) never received my form, but after I told him that I have a copy of the submitted form he said that my plan($49/month) is not eligible for the EPP. He then asked me to upgrade my plan if I want to apply for EPP. He then provided me with an email address and advised me to send a copy of my already submitted form and explain what the issue is. It's been a couple of days now yet I have not received any response for my email as well. I know for a fact that my plan is eligible si

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phone-userBeginner
asked in Billing & Payments
Tokenization Error 4001 When upgrading phone and adding a line

I have been trying to upgrade my phone for a few days and I keep getting an error message at check out: Tokenization Error 4001 I called Koodo directly and started speaking with someone who put me on hold and then the call was disconnected. I’m not sure how to upgrade my phone through Koodo?

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Alicat1989Beginner
asked in Billing & Payments
easy roam charges

I keep getting roaming charges on my bill because I live next to the border which is super annoying because I've turned my data roaming off! Please fix this 🙏

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