Koodo Mobile
Reviews and Complaints

A while ago I got a message I was locked out of my account for too many tries, which I didn't do. It must have been a hacker. Anyway after several frustrating sessions I finally got in touch with an agent. I got into my account through the agent, FINALLY. Now I am trying to get into my self serve and I keep getting an error message: "The requested URL was rejected. Please consult with your administrator. Your support ID is: [protected]."

Trying to tell the self service monkey what is wrong, is like trying to talk to a brick wall. I have been with Koodo for many years, always pay my bills on time etc etc but have to go through this crap now, every time I want to view my account is crazy. Why is this happening? Please help.

I received notification on Saturday April 15th 2023 that my phone plan was about to expire. Tried to log into my account to top up my balance but I couldn't, have been trying everyday since the 15th. Message says unauthorized. I tried to reset my password. Message said unable to process request. Arranged a callback through Koodo Assist but phone plan has since expired and I couldn't connect. 8 years, no problems. Now I have no phone service, can't view my balance or usage, can't top up my account, can't connect with Koodo's limited customer service.

You keep sending me bills. I don't owe you money. I switched phone providers in January of 2022. I did not owe you money then. I have been receiving monthly bills from you since that time. Originally I was told it was money owed to me and that a check would be sent and the bills would stop. Neither has happened. I don't need the $25.90. I need the bills to stop. This is going to the credit bureau. I keep calling and you keep saying you will fix it. It is not fixed. I got a bill yesterday. I scheduled a call back today for 12:30 so that I can have the same conversation about this bill. They called and the phone has just been ringing for 8 minutes now.

I Just bought a new cell approx 3 months ago - had a problem with phone and just simply went to the store on Dufferin - the teller said hi - I showed him that my cell had a mind of it's own and the teller said - no screen protector! your phone is damaged! placed the cell in front of me and carried on to next customer. by that time the cell was still new. I had to drive 40 minutes to another town when I was able 2 months later - by that time I could not have a replacement phone - because it was too late. The teller by the name of Sam really messed it up for me! I was able to go to this store in Vaudreuil-Dorion - wow - you have an amazing team there! They were able to send my cell for repairs and lend me one while it was sent out. But I had 3 months of missed calls and important messages and was paying for this cell... It would be nice to have professionals locally! Since that incident with the teller that just brushed me off hanging at the counter with no alternatives - I found out that NO ONE wants to be dealing with Koodo in Salaberry-de-Valleyfield! It would be nice to have a good location locally... until then we will go to other town! but it did

I received my monthly bill at 11:45 pm, my bill was over $200. I have a $200 credit limit on my account. By 12:00 am (so 15 minutes later) my phone was disconnected. Once I had woken up the following morning I paid my bill in full via credit card.

I called Koodo today after receiving my bill again (which again was over $200) asking them to remove the reconnection fee as in my opinion giving someone 15 minutes in the middle of the night to make a payment is completely unfair.

Their reasoning for not refunding is I have had a fee connection fee refunded before which was also a Koodo error, so not only does Koodo have terrible customer service. They also do not take accountability of their mistakes.

Keep in mind this is all after being on hold for over 2 hours having to dispute charges that were invalid after being told they were valid, a supervisor later reviewed everything and discovered they were in fact invalid. I am sick and tired of Koodo adding invalid charges to my plan each month.

I have had an account with Koodo for 5 or 6 years. I have/had an arrears of $300.09 that was due on January 19th. I had set up a payment arrangement for $116 on Dec. 26th, $116 on Jan. 2nd, and $116 on Jan. 13th. So I paid $116.28 on December 22nd and then missed the next 2 payments and so I contacted the chat assistant on January 17th to arrange a callback for the 18th. I missed the callback. My mother in law went in the hospital last week and died on the 20th. And my phone was disconnected on the 19th, which was the due date. I also made a payment of $151 on January 19th. So I only owe $149.

I purchased an LG phone and 2 Huawei tablets in November 2020 on a payment plan. I gave my boyfriend one of the tablets and I kept one. I was paying $15/month for the phone and about 6 months later I dropped it on a sidewalk and smashed it really bad. It no longer worked. I continued to pay the $15/month until I did get another phone on a payment plan for $10/month in July 2022. My tablet was stolen in the fall of 2021 and I still had to pay the $10/month for the tablet and $10/month for the service until November 2022. So in December, my bill finally went down to $58.75. And then just as I am trying to pay down my bill, and get back to a reduced bill, I am disconnected. This really upsets me. You didn’t seem to mind keeping it going when I was paying for services I didn’t even have. But as soon as my bill goes down and I owe $230 in arrears and my current bill of $70 with large payment charge of course, was only due on the 19th. I have been trying to figure out how to even get ahold of you people, I knew that the chat assistant can only book a callback which wouldn’t do me any good since my phone is disconnected. So I finally found this complaint section online. I am not even sure if I want my service with Koodo anymore after this. But of course I am on the hook for another phone on a payment plan until June 2024. I am on long-term and CPP disability. I receive it at the end of the month. I can pay the $149 on the 27th.

Date: August 2021- present.

When my contract was up with my previous mobile provider, I switched to Koodo, because it seemed more affordable and I’m a person with a non-resolvable illness, who is visually impaired, who is on a fixed income. Clearly, I should’ve chosen another provider.

Koodo customer service cannot be reached without a significant delay. By delay, I mean at least 24 hours, sometimes longer.

When you finally get to speak with one the customer service reps are nice enough but if you call with 3 emergent issues don’t expect more than one to be addressed.

If you call looking for clarification regarding plans or expert knowledge regarding phone troubleshooting or mobile phone brands… Don’t. It is unclear whether the expertise is not there or whether staff are discouraged from giving advice over the phone.

Although it’s possible to buy a refurbished phone and in theory you can save money establishing your own plan online my first refurbished phone arrived as a brick and the next three, despite ‘rigourous high standard testing processes’ also had problems ranging from parts of the screen burning out, a non-functional keyboard, random crashes. I admit, I wonder what quality control was testing.

I spoke to customer service (with the delay) several times. I was very clear, explaining that I had no money for the upfront fee. I’ve lost track of how many times I’ve said it. You can’t fix permanent illness and disability and you can’t fix being poor resulting from the first two. So when the advice was given, that I should change to a different refurbished model, that I shouldn’t worry when I was prompted to pay (even though I was still within the trial time of the malfunctioning phone), because Koodo would refund me… I honestly thought that I’d asked all the questions I needed.

Again, clearly not.

Questions are like doors that lock — they’re only relevant for people that obey laws: I asked the right questions I just got played.

Seems I will not be refunded, I still cannot afford that and it’s funny that I’m now getting ‘did you forget?’ texts in regards to this insane bill.

I was also told ‘not to worry’ that the full cost of my previous paper-weight phone would appear on my bill, but once they received it and logged it into their inventory, it would be deleted from my bill… I return shipped it a month ago, why is my bill clocking in at well past EIGHT HUNDRED DOLLARS?

If you are seeking high stress and anxiety — choose Koodo. Looking for corporate communication models NEVER to emulate? Koodo. Sick? Disabled and looking to feel taken advantage of? Koodo.

Don’t be fooled into thinking that Koodo costs less — they don’t, they just take fees out of you in a different way. As a Koodo customer you will pay by sacrificing any sense of security, confidence that your texts will go through and you manage persistent nonsense of chasing ghost charges that transform your bill from sensible to terrifying.

Mobile companies in Canada have so few regulations they have to follow (CRTC= ha ha ha ha) customers can be compared to goldfish ; flushed with little thought and zero guilt. Personally, I’m considering whether I can do without a phone — because a monthly bill is reasonable. Being taken advantage of, made to feel like that is somehow acceptable because of a physical deficit that is in no way my fault? ANY alternative to these corporate one-sized, fit-our-box monopolies is preferable.

I count Koodo as worse than others because they campaign as being affordable and client centered meanwhile doing the same as Rogers/Shaw/Telus but specifically targeting people who don’t have the resources to put up with their manipulations.

Koodo: you’ll get payment from me when you fix the 800$+ on my bill which is your error.

I signed up with koodo for unlimited calling and texting while in the U.S.
I should be able to use my cell phone while in the U.S.
Somehow my service here in North Carolina is not working at all.
I tried to get a call back at all. I am totally stranded without a phone!
To say the least I am pissed off I cant speak to a koodo operator.
I dont know what else to do but Koodo has some explaining to do!
$45 for nothing.
If possible can you have them straighten this mess out.
thank you
[protected]
Brenda Ferreira
125 Shoreview Place
Stoney Creek, Ontario

I was promised to have my SIM card 5 days ago and it has yet to arrive. I have customer service on the phone who is doing nothing to help except tell me to go to the store and try to sort i out there. It is difficult to go to a store with no working phone number and no one to verify that I can receive a new SIM to my account with no issues. I am woking and unable to even go to the store and do so safely and he is telling me to just go after work. I have lost work already because if this and I am losing money.

I have been in Florida since October 26, 2022 and I have just checked my phone usuage (because I wanted to see if I was still getting the 100 minutes a month to my account which I am not). I have calls coming off my account which I cannot be making because my Kodoo phone cannot be used in the United States. Please investigate to see how these calls are being made and clear them from my account.

What horrible customer service. Frustrating from day 1.

I tried in August to set up Kodoo mobile for both my granddaughter and I to move from Bell. There was mix-up from day one. 3 weeks later I was still having issues. The phones were all mixed up, the SIM cards were totally wrong.

Bell called to find out why we would be leaving and I told them it was the cost... I lost my job, my unemployment had run out.

Bell offered me a great deal.

We stayed with Bell. It was already 3 weeks of trying to transfer and Bell offered us a better deal. Koodo called us back, to find out why we didn't complete the transfer, I told them we were staying with Bell.

Koodo didn't make with a different offer and we cancelled. They sent an email acknowledging the cancellation but continue to send me bills since August.

I reply to their emails, I have even forwarded the email acknowledging the cancellation, and finally today I called them. They insist that I never cancelled and that I owe them over $300. They are threatening my credit rating.

This is how they treat you. I asked to speak to a supervisor and was told that I could get a call back... and then he added that they are not at fault. Well that didn't go over well, he tried to speak over me, I didn't back down, he refused to admit they've caused the problem and now we're both typing a mile a minute. I think it's important to let other people know how horrible their customer service is. He said that he will get someone to speak to me within 72 hours, which is fine but he wanted to end the call with how the company did nothing wrong. Instead of ending the call with someone will get back to you.

My line is open now he is just sitting there neither of us is talking and this is a waste of time to get any help from them. I've never had a problem with BELL. I got a much better deal than what Koodo was willing to offer and you shouldn't be fooled by Koodo, their customer service is absolutely terrible.

They state that because I had 2 numbers that I needed to cancel both... the number THAT WAS NEVER ACTIVATED. WE NEVER HAD A WORKING SIM CARD yet they are charging me. I was told that the number was not active therefore the account was closed while I was on the phone... now it looks like I owe them over $300 and they are threatening my credit rating... DON'T USE KOODO!

I have been a loyal customer for about 7 or 8 years, have three phones on your service. I own my own premium phones by Google and Samsung, pay monthly to your service and completely unhappy now and expect the better rates.

Two phones have a $50 25Gb data plan per month, while one phone is $65 25Gb data per month for same data - I expect a true unlimited data for $65, meaning no cap and same LTE speeds. Offers to the $65 per month plan are not even shown, not offered. Why?

This difference in cost is unfair and completely unreasonable as the $65 per month is unchangeable unless I pay almost same for half the data. I could get a $55 30Gb month plan on all phones which is about the same as I pay now total.

On December 6th, 2020 I walked into the Koodo Service Desk at Woodgrove Mall in Nanaimo, BC in order to resolve a matter that I was unable to do through the Koodo online rep. I walked into the store and dealt with a young man named Matthew.

He was unable to answer any of my questions. He swiftly answered questions without careful thought and with uncertainty. His tone was privileged and unfriendly. He constantly looked over my shoulder. I can tell you that my composure was fair and kind through out this experience. I was quite surprised that the rep was not interested in solving my matter or helping me find a solution. The service rep, Matthew, showed very little interest in helping me with my affairs to which I explained to him would ultimately help with my mental health. Being a subsidiary of Telus I expected a higher standard of professionalism. After speaking with him kindly for several minutes, he eagerly told me that he had booked a Koodo Callback for 3pm on December 8th. There was no callback.

In the past, I have been able to speak to a customer rep over the phone. Have matters solved and left the conversation thinking that Koodo hires good talent. Combining the multiple attempts online to schedule a callback over the course of a week, having no luck and then finally taking time during the work week to try in person, only to experience a rude teller has got me thinking that this is no longer the organization that it once was. I can no longer recommend Koodo as a provider.

Recieved my first bill and noticed the pro rated days prior to beginning of billing cycle month. My plan is the 55 month deal with a 20 discount. They prorated the charges but did not prorated my discount. So charged me full price for those days. On all 3 lines!

I did schedule a call back . The call back did not happen at that time. 16 hrs later they called.me back . Told me they would tranfer me and the call was disconnected. No return call.

I scheduled another call back and during my conversation she hangs up on me. This is the worst customer service I have ever experienced.

Although I never willingly subscribed to "Playhub"(https://playhubca.applandstore.com/) this company billed a subscription of $14.99 + tax through my cell phone company Koodo monthly bill. Why is Koodo not having control over this kind of third-party billing? This "back door" billing to use my credit card number should never happen. On my Koodo bill, I just want Koodo-related charges NOT any company using sneaky ways to apply charges for their services.

My September 2022 billing showed 3 charges of $4.99 x 3 plus tax that were scam and I had nothing to do with these. I contacted Koodo customer service on Sept. 12 and again on November 7th to see when I would get my reimbursement. Promised both times by customer service but todate..Dec. 2nd, I have not reciived a refund..Why?! Very frustrating and believe you me when my charges are up in July 2023, I will leave Koodo if I do not get this reimbursement. Barbara Ballantyne, [protected]

I have been charged “call forwarding charges” on one of our cell phones when a call forwarding was never actioned.

The charges started last month and I was able to explain to a Koodo sales rep who has waived all these erroneous charges. Now, on my new bill, I received more charges even on the call made by Koodo themselves that lasted more than an hour, a call made by Koodo regarding this call forwarding mistake.

So, I scheduled again another callback to get to speak to Koodo to waive those wrong charges. I got a call back scheduled twice and twice am still waiting as they never called back. My bill deadline is getting close.

I can tell you that when this problem is fixed, am switching service provider.

Please give me a call with a message identifying yourself as I do not pick up my phone as I was critically hacked and followed physically in the past.

Also, It looks like all our 3 cellphones were used and hacked by Koodo employees. I can give you all the details. I was harassed like never before that I had to pull out the sim card all the time. My family own a cell phone and a plan and we cannot even use our cell phones as the hackers were permanently on our cell phones . All our settings get altered each time we put our cell phones on to use. I have witnesses who can confirm how our cell phones were used. Like, eg even when we power off our cell phones, they get miraculously open by themselves and cellular data is active on podcasts and other apps which are always turn off by us.

So, it looks like the hackers were the ones hooking the cell phones on call forwarding. How is this possible? I am horrified…

Im a customer of koo doo mobile cell phone [protected]. Im a canadian resident, currently is the United States ,my monthly bill is always paid on time and i have U.S.roaming talk and U.S.roaming text . The service is very poor to none, not working 98% of the time, saying mobile network not avaiable, sim card disabled, i have tried there website ,doing restart,remove simcard ,reset options, and nothings works. Tried calling several times and can never get to speak to a real person or they say they will call or text back, thats why im calling my phone does not work. I just want my phone to work for the services that im being billed for. Your help will be much appreciated. thanks.

I am presently traveling. Koodo has a system for roaming which doesn’t allow you to make a request to activate roaming. I have not turned roaming on, yet whilst changing the sim at the airport I somehow used Koodo service for 1 minute and was charged $14 for the day. It is criminal to not have a formal activation process. I have to keep my cell service and roaming turned off at all times if I keep my Koodo SIM card in my phone. Or somehow it could be used by something I do on my phone. This system of Koodo’s makes them a lot of money. I have been charged for service I do not want and haven’t requested. How is this allied? Their customer service is appalling. Koodo assist is abhorrent. Their call back system inept with no choice of when you can speak with their customer service person. I was given only one option. Koodo is not a phone company I recommend. As soon as I return to Canada I will change my cell provider. My husbands provider does not subject him to automatic roaming fees it does not activate with out a request. I have to now make a request not to be charged their daily roaming fee. Using their Koodo assist system is the most frustrating system I have experienced.

When you CALL, they tell You first have to go through a Digital Rep and hang up on you and send you a useless text with a link, no way to get a hold of Koodo emergency services, i called to report a phone lost and the first available timeslot was in 2 days, by that time my phone is comprimized, my account wiped out and all my info stolen to bidders to pay for it, 2 flippin days are you kidding us, will be switching services and let everyone know.