Koodo Mobile Customer Service Issues

On April 7, a charge of $[redacted].05 appeared on my credit card statement labeled as "Koodo airtime." I contacted customer service, and the representative was unable to find any information related to this charge. I have not made any purchases from Koodo using my credit card, and I was informed that my account is not linked to any credit card. The representative mentioned that airtime payments are typically for prepaid phones, which we do not own. I have informed my credit card company about this unauthorized charge, but they are delaying the investigation for 15 days due to my existing relationship with Koodo. I appreciate any assistance you can offer in resolving this matter.

I have requested several times for a paper bill to be sent to us due to my husband's dementia as he is no longer able to manage this task. Despite assurance from an agent that it would be taken care of, we have yet to receive any paper bills. If this matter is not resolved promptly, I will have to consider changing providers. Thank you for your attention to this matter. Vicki S. [redacted]. I prefer to discuss this over the phone rather than through email or text messages.

Dear Sir/Madam, I am ATM Chowdhury. I am sorry to report that I have been experiencing network issues with Koodo for almost two months, especially in specific areas like Evanston, Sage Hill, Sherwood NW Calgary, AB, and Livingston NE Calgary, AB. I have contacted Koodo customer service and network support, but unfortunately, there have been no resolutions. They have mentioned that they are working on the issue, but they have not provided a timeframe for the resolution. This situation is causing serious problems for me as I rely on my phone for my food delivery job in these areas. The network always shows "no network connection," making it impossible for me to work. I am facing financial difficulties due to this problem, and I urgently need it to be resolved so I can continue working and paying my bills. Your cooperation in resolving this matter would be greatly appreciated. Thank you, ATM F. I. Chowdhury Cell: [redacted] Email: [redacted]

After a Koodo sales representative came to my door, I signed up for a $55/month 8GB plan. The rep assured me I could cancel anytime and waived the connection fee for on-the-spot sign-up. Nine days later, I chose to cancel as I found a better deal elsewhere. However, my Koodo bill requests payment of $[redacted], including partial charges of $14.67, a full month's charge of $55, and the $50 connection fee, for only 9 days of service. I believe I should only be responsible for the partial charges, as I used the service for less than a month.

I am currently an authorized user on a family account with four lines consisting of my mother, stepfather, daughter, and myself. I have recently discovered that my mother and stepfather have been emotionally and verbally abusive towards my daughter. Consequently, I am in urgent need to transfer our lines to a separate account. I have spoken to a representative who advised that the account holders' permission is required for this change. I am willing to proceed accordingly, but I am wondering if there are any provisions for situations like mine. I believe there might be a flaw in the current procedure and wish to bring it to your attention for further review. Please inform me if I have misunderstood anything or if there are alternative solutions available. As my mother is unaware of my knowledge of the situation involving my daughter, I am hoping to handle this matter as smoothly as possible. Thank you in advance.

I am having trouble accessing Koodo Self Serve. Each time I input my email and password, I receive an error stating that I've reached the maximum number of failed attempts and my account is now locked. The message advises waiting an hour, which I have done multiple times, but I am still encountering the same issue. I attempted to schedule a callback with a live representative through the digital assistant, but I did not receive a call back at the agreed upon time. I am uncertain of what steps to take next.

I would like to verify that I am not being charged for a streaming service on my phone. I experienced long wait times on two separate occasions when trying to reach customer service. After this, I visited a Koodo store where I was informed they couldn't assist me, and I needed to call in. Despite not requesting or using the streaming service, I was billed for it, which I find unfair. I am disappointed in Koodo's handling of this situation.

In my April bill, I noticed that I was charged $14 for roaming usage on April 13 and 17. I was not in the USA on those dates and did not use roaming services. Despite living near the US border and receiving occasional roaming notifications while in Canada, these charges seem incorrect. I have already paid the charges but would like a refund. Thank you - Finn R.

Since November [redacted], I have been attempting to cancel this service as I departed Canada on November 28th, [redacted]. I have not used the phone service since that date. Despite sending numerous emails with no response, I continue to receive bills. I only utilized the service from November 5th to November 28th, [redacted]. My attempts to contact the company have been futile, as my emails keep bouncing back due to a full mailbox. This has been frustrating as I have been trying to resolve this matter for months without success.

I recently noticed on my bank statement that your company has been charging me $[redacted] consistently for the past three months. However, I have now received a notice stating that there will be an additional $50 reconnection fee. The total bill of $[redacted] + $83 seems excessive and unjustified. I can provide bank statements to support my claim. I urgently need to speak with a customer service representative. I prefer speaking to a person rather than using chat services. I have been a loyal customer for nearly five years, and if this issue is not resolved promptly with a real person today, I will be forced to reconsider my continued patronage with your company by the 1st or 3rd of next month.

I am disappointed with the "upgrade" I received. I am currently unable to reach customer service over the phone as I am offline. I expressed to the representative that I cannot afford any additional expenses as I am on disability. A necessary Otterbox case would cost me over $60, which I require due to severe arthritis, making it difficult to handle the large phone. My disability affects my ability to text manually, and I cannot utilize talk-to-text without internet access, which I do not have since I lack WiFi and can only rely on dial-up. I have informed them of these limitations and wished to return the phone, retrieve my old sim card, reactivate my previous device, and restore my old plan.

Hello! I recently wanted to change my plan on one of my lines, which I did by contacting you here. I was charged $5.74 and received an email saying that a new SIM card would be sent to me, but I have not received anything since. Today, I checked my account and noticed that a new line with a new number has been added, along with a plan for this number, which has the plan I wanted for my other line. However, I do not want this new line and now I have to pay for it even though I didn't want it. I was wondering what I can do to cancel it and the plan.

Hello; I recently visited my mother in Canada and bought a phone for her from Koodo using my international credit card. Now that it's time to pay this month's bill, I am unable to access Koodo Assist or log in to the self-serve portal. I tried reaching customer service at phone number +1 [redacted] but did not receive any text to initiate a chat. I need to contact a customer service representative to settle the bill using my international credit card. Thank you for your assistance. Best regards, Kourosh Montazer

I visited the Telus/Koodo store on Saturday, June 10, [redacted]. They offered me a phone upgrade from my S10 to an S23 with no down payment. However, when inputting my details, the system required a large down payment for the upgrade. I have always been prompt with my payments and have usually had a positive credit balance each month. I am perplexed as to why my upgrade was denied. At this point, I am contemplating switching providers unless this matter is resolved. I hope to receive a prompt response. Thank you. Brian D. [redacted] Account: [redacted]4

Hello, I'm Robert. I recently signed up with Koodo in-store after trying unsuccessfully to sign up online, which left me frustrated. Despite requesting two call-backs from Koodo Assist at specific times, the calls did not come through as expected. After a delay of about 3 hours, I finally received a call back, but it wasn't the most convenient time for me. The support call turned into a long questionnaire that I had trouble understanding due to issues with the phone line. As a result, I was told to wait 72 hours for another call to continue the sign-up process. I attempted to use the online Koodo Assist to avoid a $50 activation fee that they only charge for in-store activations, not online ones. I am now looking for a refund of the activation fee since my goal was to save $50 and still become a Koodo customer. Thank you.

I created an account, but I'm unable to log in now. It's a data-only SIM account, so I didn't provide a phone number. I urgently need to access my account to top up. How can I do this with only my SIM card number? Whenever I try to contact an agent using another phone, my calls get disconnected. Is there a contact number I can call? Auto-renewal is in place, and I'll need to cancel it soon. Thanks, Karen. Alternative number: +[redacted]21.

Subject: Your Koodo E-Bill is ready Dear Edmond, Your E-Bill for June is available for viewing on Self Serve. The total amount due is $[redacted].75, with a payment deadline of July 10, [redacted]. To avoid late charges, consider enrolling in pre-authorized payments. For further assistance, you can utilize Koodo Assist, our digital representative. The recent discrepancy concerning your billing can be sorted out by reaching out to our customer service. We aim to assist you promptly and address any concerns you may have. Best regards, The Koodo Team

I experienced continuous billing from Koodo after my sim card was removed due to having no phone during the onset of COVID. I was unable to reach anyone by phone, and online login attempts were unsuccessful despite entering the correct information. Even after purchasing a new Koodo phone and sim, I was unable to reactivate my service, and the new phone malfunctioned. This issue has now escalated to the point where my account has been forwarded to a collection agency, threatening wage garnishment. Please reach out to me at [redacted] to discuss and find a resolution. My Telus Mobility account number is [redacted]3, and the reference from the collection department is DG105823.

Last summer, I signed up with Koodo for a tenant in my house who stopped using the service after a few weeks. I am still receiving the bills every month, and it has been challenging to get in touch with anyone at Koodo to cancel the service. As a pensioner, I cannot afford the over $[redacted] that is being requested. If I had been able to contact you last year, I would have canceled the service then. My account number is [redacted]0, and I do not have a Koodo phone number. Thank you for addressing this matter. - S. Mays

Upon purchasing my iPhone, I signed up for automatic bill payments, however, I did not receive paper statements which led to me being unaware that the payments were not being processed. I only realized this oversight about 3 months later. Despite multiple attempts to contact customer service, I was unable to reach a representative. Recently, I received a warning letter stating that I owe over $[redacted] and that my information may be sent to Transunion or Equifax, affecting my credit score. Subsequently, my credit card application was denied due to this negative report. I am dissatisfied with this situation and I refuse to accept this damaging credit rating. I am eager to resolve this matter promptly and would appreciate a call from a representative to address and rectify this issue. Thank you for your assistance. D. Ross