Koodo Mobile Customer Service Issues

I recently purchased a second preowned cell phone to use outside of home with Wi-Fi. The first phone is a Samsung Galaxy S5 Neo with the EMEI number [redacted][redacted]. Despite receiving an unlock code from Rogers, my Koodo SIM card did not work in it. After multiple failed attempts and no assistance, I resorted to using just Wi-Fi and a texting app, causing major stress as a parent and worker with no phone while caring for a child and a baby. I ended up buying another phone, a Nokia Lumia [redacted] for $80, thinking it was for Koodo, but it seems to be for Rogers, Fido, or Telus. Despite getting another unlock code from Rogers, it still shows as incorrect and advises me to contact my service provider. I'm confused about whether I should reach out to the phone carrier or Koodo for help. I'm exhausted and frustrated with this situation, desperately seeking a working phone for my responsibilities.

I received an email that claims I changed my Koodo services by adding Data 1GB for 2 months. I did not authorize this change and do not wish to have any services added without my consent. I prefer not to use online methods to address this issue. Please refrain from making unauthorized changes to my account in the future. If I decide to add services, I will contact you directly. If you need to reach me, please email me using an address that allows me to respond. Thank you. Patricia Denneny.

Hello, I am hopeful that Koodo can resolve my issue. I have experienced poor service for the past month with dropped calls or no service at all. I spoke with several people - Lawrence, Maria, and Alex. They mentioned a problem on their end that would be fixed in 2 days with a callback, but it has been weeks with no call back. I visited a local Koodo dealer who replaced my SIM, but the calls still dropped or couldn't hear me. I had to buy a new phone from the local dealer before my iPhone tab ended. I am kindly requesting Koodo to waive my hookup fee of $30 due to the inconvenience. I have been without a working phone and patiently waiting for a response. Thank you. Heather Wood, Account Number [redacted]0.

I am having trouble reaching customer service. Yesterday at 6:30 PM, I attempted to call but couldn't wait on hold. I received a text from Koodo containing a link that led me to a website, so I had to turn on my data. I tried to schedule a callback for 9:30 PM, however, I did not receive the warning text before the call and ended up getting a callback at 10:07 PM. Today, I clicked on the link in the text, turned on my data, and tried to schedule another callback, but the earliest option available was for Sunday, August 25th at 10:30 AM. I really need to speak with a real person. It's frustrating not being able to connect with customer service when needed.

I am currently facing issues with my Samsung Galaxy A8, which is now in for repair for the second time due to connectivity problems. Despite attempts to connect to the internet, I have been unsuccessful. While using a Samsung Galaxy 6 loaner previously, I encountered no issues. However, with the loaner this time being a Samsung Galaxy 7, I am facing difficulties receiving all my emails and text messages. I've been experiencing problems with this phone since I received it on February 14th, [redacted], and initially considered returning it but was dissuaded. At this point, I no longer wish to use any Samsung products and am interested in switching to an Apple device, which I believe would have been a better choice from the start. My dissatisfaction lies with the service provided by Koodo.

I traveled to Jamaica on August 8, [redacted], and accidentally put my phone on flight mode. My number needs to be reactivated because I have sick and dying relatives and all my contacts for Whats app are on this number. Thank you. - Barbara Vasey, Owner of [redacted] for 3 years. I urgently need my account reactivated to manage my bills. You can find my name and all necessary details in your system. This situation is causing me distress. I tried seeking help at the mall, but they couldn’t resolve it. Only you have the capability to assist.

I have a friend with disabilities who relies solely on voice calls with their Koodo cell phone but is unable to reach a human representative at Koodo. They have been seeking assistance since August 31, [redacted], due to a time-sensitive issue involving inaccurate information provided by Koodo. Despite assurances from "Ricardo" on September 6 that they would receive a call after 3 pm, no one contacted them. As of September 12, they are still unable to connect with Koodo directly, as the callback option seems to be unavailable, and wait times have significantly increased to over 1.5 hours. The loud music on hold is unbearable, and their basic phone may not last through the extended wait. They are requesting Koodo to reinstate a system with quicker access to human support, without the disruptive music, possibly through a callback option or an alternate phone number for local English-speaking assistance to avoid language barriers and miscommunications.

I canceled my Koodo account three days into the new month on June 11, [redacted]. Despite having over $[redacted] in credit, I have not received it back. Instead, I was charged for the entire month. I have been in touch with customer service multiple times since July to resolve this matter. During my last call, a representative assured me that the credit would be refunded to my Visa within a week, but it has been over a month now. I just checked my Visa statement, and the credit is still not there. It is frustrating that it is almost the end of September, and I am still dealing with this issue of owed money.

When I was ready to pay my final Koodo bill, I decided to explore other plans as I am considering a new phone and possibly a new provider. Currently, I pay $65 per month for 3G with unlimited talk and text. To my surprise, I discovered that Koodo’s $55 plan offers the same features, while their $65 plan includes 5G service. They did mention that switching plans might invalidate my old one, but I am not concerned about that. I am curious to know how long I’ve been overpaying and I would like a refund. Customers should not have to constantly monitor for better deals; companies should proactively notify us of cost-saving options. Lesson learned: Stay informed about your phone company’s offerings because they may not keep you updated.

I saw the Black Friday ad for the iPhone 8 Plus 256GB offering a $[redacted] credit, and for the 64GB, there was a $[redacted] credit with a $[redacted] payment for a medium tab. The store didn't have the 256GB in stock, so I had to settle for the 64GB, which meant a less favorable deal and an activation fee. Despite visiting 5 stores and calling multiple times, I couldn't find the 256GB model or speak with an agent. I'm hoping that Koodo will allow me to exchange my 64GB for the 256GB with the $[redacted] credit as advertised, even if I have to pay the activation fee.

Last night, I called customer service twice from [redacted] and a directory assistance answered, which I was unaware of. I did not speak to anyone or any automated system and immediately hung up. The number I called from was [redacted]. After receiving two texts stating that I was charged $4.99 each, totaling $9.98, I decided not to call again. Please remove this charge from my account and confirm through email once it is done. Thank you.

Hello, I have set up an automatic top-up for my Koodo cell phone. Unfortunately, without any warning, they began depleting the account credit balance several months ago, claiming my credit card was declined when I inquired after the service interruption occurred. Koodo used up all the credit, leading to the service being stopped abruptly due to insufficient credit, without attempting to contact me regarding the payment that was still being made. This lack of communication and unilateral action by Koodo has been frustrating. I am requesting a reimbursement of the account credit and the reinstatement of my phone service. An apology for the inconvenience caused would also be appreciated. If this issue is not resolved promptly, I am considering changing my service provider. I urgently need the phone to be operational by February 16. I am seeking assistance on how to address this situation promptly. Any help would be greatly appreciated. Thank you for your support. SB

I made a payment of $60 to TD Bank on February 22, [redacted], with confirmation number Q7Z3J5. Today, I received a text bill for $46.21. I need to confirm if the recent payment was received and why it's not reflected correctly on my bill. It's challenging to reach someone to discuss this matter, and I prefer speaking with a human. I don't have a data plan to contact the Virtual Assistant or use Google Chrome. Please provide me with confirmation that my $60 payment was successfully processed. Thank you for your assistance.

Dear Koodo, In [redacted], I became a Koodo customer for the first time. After hearing great things about your company, I made the switch from my previous provider. When I signed up for my first Koodo plan with a tab, I was promised that my bill would reduce by $5 once the tab was paid off. Unfortunately, this did not happen as Koodo changed this policy. On August 3, [redacted], I received a text stating that the tab was discontinued but that I would receive a $[redacted] phone credit or a $[redacted] online credit for my next phone purchase. After buying a new phone on August 28, [redacted], I was informed that the credit could not be applied, even though there were no conditions mentioned in the text. I am currently paying off another tab for my current phone and believe that I am owed the $[redacted] tab credit, which should be reflected in my future bills. Yours sincerely, S. L. / Account # [redacted]3

Dear Koodo, I became a Koodo customer in [redacted] because of the positive reviews and promises made by your company. However, despite being told that my bill would decrease by $5 per month once my tab was paid off, this never happened when the tab was discontinued. On August 3, [redacted], Koodo informed me via text that I would receive a $[redacted] phone credit, but when I purchased a new phone on August 28, [redacted], I was not allowed to use the credit as promised with no specific conditions mentioned in the text. It feels unfair that Koodo continuously changes the terms it initially set without justification. I am currently paying another tab for my current phone and believe I am entitled to the $[redacted] tab credit as promised. I request that my next bills reflect this credit accordingly. Sue

I would like to verify if my account has been cleared of past balances. My account number is [redacted]2. I switched to a different line and canceled this one seven months ago, unaware that I still had outstanding balances. An agent from Koodo informed me of this on February 8 and I promptly paid $61.57 through interact transfer to the specified account. However, the account was turned over to a collection agency. I recently paid $12.17 reflecting the previous payment. I seek confirmation that all payments are settled and request a letter stating that no further bills are owed for banking purposes. Necessary information provided below: Phone: [redacted] Name: Aira Fe De Vera Address: 26 Great Oaks, Sherwood Park, T8A 0V8

I am dissatisfied with my experience as a Koodo customer. I have been trying to arrange for payment with Koodo multiple times due to being on disability and struggling financially. However, I keep encountering a $35 late fee whenever my payment is not made on time. This issue has persisted since I first signed up with Koodo. Even after making arrangements, delays in processing payments have led to me being suspended and charged $35 each time. This has been a significant financial burden for me. Despite trying to communicate and make payment arrangements with Koodo, I still end up facing these charges repeatedly. It is frustrating to see Koodo profiting from customers like me who rely on a fixed monthly income. Currently, I am facing a bill of $[redacted], including a $35 charge, and I fear that I will be suspended and charged again even after explaining my situation to their assistant. I question the ethics of repeatedly imposing these $35 charges, which seem to disproportionately impact individuals who are financially vulnerable.

I switched my Samsung Galaxy S9 to flight mode for my flight and turned it back on after landing, only to find it had reset to its initial setup page. Despite connecting to Wi-Fi and attempting to restart it, I keep encountering an error message stating "Android setup keeps stopping" when trying to set up my Gmail account. I am unable to proceed past this point no matter what I do. Can someone please offer assistance with this issue?

I have a credit of over $[redacted] on my account that I would like refunded to me. I am experiencing ongoing double billing issues with Koodo, despite being informed that I only have one account each time I contact them. This problem has persisted since I started with Koodo, and I am frustrated paying nearly $[redacted] monthly without sufficient data to fully utilize my phone. I have to rely on expensive mobile data when I travel a short distance from my home. I hope that this issue will finally be thoroughly investigated and resolved promptly. I also anticipate a gesture of goodwill from Koodo for the patience I have shown while attempting to address this matter without success. - S.A.

I am disputing a charge of $84.00 for one minute of roaming connection over 7 days. Despite never using this service, I was informed by an agent that I should have turned off my roaming. The written contract states that if I use the system, I will be charged, but I have traveled abroad before without incurring this fee. GEORGES B.