Koodo Mobile
Reviews and Complaints

Good day. I am writing today regarding my cell phone number [protected]

I believe in Feb or March of this year I was charged over $800 for a phone call I made to the OHIO USA, The purpose of this call was to talk with a family member about my mother and her health conditions that had caused her to be given a timed time to live. As you will see through my history this isnt a regular call that I made and in fact I believe that I call a few time in the span of approx 1 mth or less.

I called the number under the assumption that I was told by the service rep that signed me for a phone i had anytime calling to the USA. For any moment I would have thought i would be charged for this call in the excess of $800 I would not have made the call.

I am now stuck with a horrendous phone bill that I am not able to pay due to finances .mental health issues and caring for my mother who is palliative which leads me to not be able to work or work limited hours. I am certain that someone at Koodo can relate and help me out to remove that big charge so i can get my service running again. I absolutley need my service for purposes related to my moms health and also for me to have contact with my work and also so i can reach out anytime i need to to my counsellor i am seeing because of my mental health. Not having acsess to my phone service has caused me alot of stress in itself and i feel hopeless as to what to do and that is why i am reaching out. I havent been able mentally or emotionally to focus on contacting Koodo until today because it has been tough. I need to be able to work with someone in order to have that charge eliminated because you uys can see through my history it is not the norm for me. These past 2 years have been very difficult finacially for me and most likely everyone. I am putting myself out there and talking about sensitive issues because i need to take care of this to have it resolved. It is very hard when being primary care giver to someone who is pallative...worse when its your parent. I need to have my phone service restored so it is possible to keep in contact with my moms healthcare providers and appointments...fill forms...meds etc and also for work purposes. Also if anyone at Koodo has doubt about my current situation i have no problem providing proof, This call in question was not intended to be made if i was going to be charged over $800 I mean who in thier right mind does that. I believed what i was told by the service guy and had no idea it would result to this.

Regards

Kimberly Mcleod

We upgraded my wife's cell phone and also also purchased a tablet. We received the tablet within a fews days but no phone. Arep phone my wife and told her that it would take about 1-2 weeks before she gets it. It has been 3 weeks and still no phone. If this is not resolve within the next 48 hours. I will send the tablet back to you an d cancel koodo all together a go to another carrier. I have tried numerous times to talk with a real person but to no avail. They sent an email to my wife to set up a live call from an agent but refused to accept her password! Her cell number is [protected]. I will expect a call on our land line which is [protected] within 48 hours.

Trust this to be satisfactory

Kurt Deisting & Sharon Lagace (wife)

I have four koodo lines for my family and they have been charging extra since the day 1 when I joined on january 5, 2022 and I have been calling them to resolve the issues since last 4 months and still not got resolved. Koodo's so called self serve feature through their portal is absolutely rubbish and make no sense for any technical or billing issues.

Their in-person support also don't have interest to resolve issues and charging additional. So far they have taken moremoney and they don't know how to resolve and they themselves complain about their system issues.

Horrible telecom company! Unfortunately only 1 or 2 telecom companies can provide services in my area, so I need to move out and look for better option.

Five emails later and working with Koodo assist I would very much like to talk to a person. One of the emails had the dates I paid the bill corresponding to the pay before date of that certain bill. I was told by Koodo assist the I paid May bill late. If I have to send a fax to you with my receipts I will. There was no response to my last 2 emails and I cannot place a time on Koodo assist. Koodo was suppose to save me money on my bill so you can imagine when I seen 118.xx dollars for one month. I want a call on Thursday morning at 8:00 am. to settle this manner. I never had such a hard experience contacting customer service department before.

Very disappointed

Donna Gallant

[protected]

I have paid of my Tab and now have a new tab - I have been charged for both when it should just be 1 tab charge. Need a real person to review the bill - There is no where on the website that lets you know how to contact someone to review this error. There is no way Koodo assist can help - I would like a email or phone number to contact to have the bill reviewed

I have not been with koodo for over a year now and I'm still getting statements. Ive tried sensing back the statements with information. I've tried getting in touch with a real person but have found that IMPOSSIBLE AND SO FRUSTRATING. From your stats here it doesnt look like this will be much help either. I just want to speak to a person and stop the statements coming.

I CANNOT contact anyone at koodo - every attempt directs me to a robot that can't solve my problem.

I cancelled my account several months ago, and took my SIM card out of my phone, yet Koodo has been billing me since then. For the last few months koodo has been sending me threats that if i don't pay my account it will be cancelled (and now it is cancelled). But I already closed me account months ago! Now they are sending me threats to put me in collections, yet I have no way to contact anyone at koodo.

They have no email form I can find, no way to talk to anyone in person, and their automated system does not work to address my problem.

Horrible service. Will never use Koodo again.

This all began in November of 2021, and is still happening as of today, May, 2022

On March 23, 2022 I was charged $14 by Koodo for EasyRoam. I went on holiday to Dominican Republic out of Halifax. Before I left Canada my mobile phone had the data turned off and in airplane mode. I left March 22 and returned March 29/22. Just got my bill from Koodo and noted was charged for a text Koodo sent me about easy roam (which I did not reply to). That same day they say an unknown caller (yet in the details my own number is listed) of incoming call which I never got - nor was a voicemail left. I called their customer service April 9 and they will not reverse the charge. They can see no other usage in any form was made which I was away. I argued had I intended to use Easy Roam I would have - which they can tell from my bill - nothing other than their contacting me is there during that timeframe.

I have been a customer since 2006 and never had an issue like this. Been away before and never had a text from Koodo asking me if I want to use easy roam. The customer rep said there is nothing more than can do as they have no authority to reverse a charge (hard to believe that).

I have a mobile phone account with Koodo, and have been getting charged by telus for home services I don't remember signing up for. I can't access the account, as it says they don't have a record with my information. I have no way of finding out about these services I owe on and what they are. The eBill is sent to my email account and when I try to register it says nothing matches. I would like to know how to find out about these charges and what it for and how to terminate the services I am being charged for that I don't use.

Today I received an email from Koodo's payment department telling me I hadn't paid my bill for the last 3 months and they will suspend my service soon. Since I had set up pre-authorized payments when I got the plan 3 months earlier, this came as quite the shock! Confused but not yet angry I attempted 3 times to manually pay the bill using my debit card & credit card. Each time I was presented with an unhelpfully generic error message after clicking the final confirmation button. (An image of which I included in the attachments).

Confused, I called Koodo's support and was quickly transferred to their payment department, who without hesitation blamed my bank, repeatedly saying "the problem is not on our end" without providing any additional details, even when prompted. The only real response I received was "Call your bank".

So I called my bank, and what do you know...

the problem WAS on Koodo's end!

The first time I scheduled a "callback" it was 4:58 PM and I was able to schedule it for 5:00 PM. After calling my bank, the time is 6:11 PM and the earliest time I am able to schedule is 9:00 PM!

Unless their call centres are closed from 6 PM - 9 PM, I am now being treated like someone maliciously trying to tie up Koodo's resources! Those very same "resources" that barely managed 2 minutes before deflecting the blame onto my bank and making me call them in the first place!

I am now stuck between my bank (which works with every other payment service I've tried), and Koodo's payment service which has worked exactly ONCE; Just long enough to get me to sign that contract in the first place!

I'm inclined to believe my bank in this case, given that my bank has the records to prove that Koodo's "payment services" failed to send them any request for payment at any point since I first signed up 3 months ago. -- a direct contradiction to the story (repeatedly) given by Koodo's payment department rep.

My bank account is in good standing, there are no holds or restrictions in place, and there is more than enough available balance to pay for it.

And yet the overage charges continue to pile up.

What's good for some apparently isn't good for others

Terrible customer service. For context I work for a company that has a corporate discount, which was denied due to a missing header (because you know, a lot of information is stored in those headers right? Proof of employment was sent, guess that doesn't count for anything). Thing is I've been apart of the EPP (exclusive partner program) for the past 2 years all I'm trying to do is renew it. But still even several emails later they still deny me for renewal. Here's the kicker, I have 2 colleagues who used the SAME application I did and they were approved within 2 days for the discount. How does one even explain that? Needless to say I'm pretty upset, I feel singled out and left with perhaps finding a new mobile carrier to call home.

I have been a Koodo customer for many years and recently upgraded on February 13th, 2022 at the Timmins Ontario Best Buy. It is ridiculous to pay a 50$ connection fee, even more when I am purchasing a new $1600 phone and using the same SIM card. I purchased the phone in store as it was most convenient and was told when calling Koodo by a representative that buying it in store comes with a connection fee, although I informed her that they did not connect my phone as I did that myself. 50$ connection fee for that really, even when the service was performed by me. That is just ridiculous! It is a good way to discourage loyal customers to purchase an upgrade. The cost of the phones and services are high enough without adding on considering cell phones are a necessity in today’s world. There is no reason to add on extra costs. Even more, as previously mentioned, I have been a Koodo customer for the last 15 years. I am requesting the fee to be waived as this is a good way to lose a loyal customer. Sylvie Lajeunesse, [protected].

I don't want Koodo, I want Shaw C

able

call me i am 70 with artritis [protected]

getting a run around

need help call upset

I have received a call from a Koodo agent sometime in November about upgrading to a new cell phone. I bought the sales pitch because my phone was giving me issues anyway. I was happy with the package I was about to receive however because it was an internet sale I was unable to physically handle the phone. I used it for approximately 16 days until (Dec 20) and realized that it was just too large and also when in my rec room no one I was trying to speak to could hear me. I would have to run to the upper portion of my house in order to continue the call. I even visited a Koodo kiosk and had the sim card replaced. This did not rectify the issue. The agreement was 30 days and if I was not satisfied I could return or exchange the phone. I was within my time frame when I first contacted Koodo on the phone and explained my situation. He said no problem I can expect an email in the next couple of days on instructions on how to return. I never received anything. I know they have my correct email because they are constantly sending me promotions and also my bill. So this was very close to Christmas. I let it go until until the second week of the new year. I contacted yet another agent and while he put me on hold after being on the phone for the best part of an hour the call got dropped. I know he had my number because he called me. I used the option to receive a call back instead of waiting even longer. He never called me back. I did not call back again that evening because I wasted to much time as it was. A few days later I called another agent who promise me 100 percent without a doubt I would receive an email on instructions on how to proceed with the return. Actually I wasn`t looking for a return but an exchange. Well this is now Sunday morning and I still have not heard from an agent through email or phone. I guess this is what they teach their agents. How to stonewall customer`s so they eventually give up! Not going to happen! All my calls should still be recorded. It say this call will be recorded for educational and quality assurance. My cell number is [protected]. Thanks

I have notice my billing has been increasing. Someone from the company called me for an upgrade on my phone, I asked him why my bill is higher shoukd be 30.00 he said cuz I the internet wifi was added, I said I have a flip phone I never requested any upgrade service. He told me to call billing department. I Called koodoo in November 2021, left a message for a returned call back, called again in December left a message again no one has returned my call. On or about jan 10, i called again and I got through, I advised them I tired calling a few times no luck. The person asked for info, I provided my name drivers license address and phone number, however I forgot my pin number and I advised my email address is a relative which I do not remember it, the person stated I did not give enough information and disconnected the line. Called jan 12 and they hung up on me again. Great customer service

I have move to the US and have been trying to close my Koodo account for 6 months now. They keep charging me and every time I try to close the account no one calls me back when I leave a callback number. I am in North America, why is no one calling me back. I have now overpaid my bill by $38 because they gave me the wrong balance. I am VERY angry and frustrated that this company that I referred many friends and family too is now just a big scam with no customer service. There isn't even a mailing address on the website nor a phone number. Just a virtual chat box with NO HUMAN interaction. I demand my account be closed and a refund of the last months of non-service.

Hi, I am out of North America and would like to close my account. Only way to do so according to Koodo website is to cobtact them via FB messanger. It says usual response time is 24h. I sent a message on Thursday and now Sunday (4 days later) with no response. They do not schedule a call back for me since I am out of North Amarica. I also called koodo customer service but it directed me to go to their website. i have searched Koodo community to find an answer but their suggestion is to go to the website as well.

Cobourg, Ontario Koodo woman was the rudest person I ever met. I just wanted to know how long Koodo would be down for as I have clients and customers to consult with and set up appointments and she rudely responds "I don't know, we're a third party" and slams the door in my face. I'm not gonna tolerate be treated like that and going back here shorty to disconnect my phone and go to bell. Stop treating people like a number.

Hi,
Please be advised the I cannot receive any phone call nor initiate a phone call, and it's give a message that " I am not registered on Network" ! please solve the problem first ASAP, and second please waive the last monthly fees that I have to pay. Due to I did not get he cost paid plan a service at all.

My phone no. [protected]
email address: [protected]@hotmail.com

Hanan Arnous
M1K5E2