Koodo Mobile Customer Service Issues

I was billed for a long-distance call on Fri, Nov 4, at 11:35 am to Montebello, PQ, but I have never been there. This is the third time I have been wrongly billed. I am frustrated that I can't reach your company online and always directed to "Koodo assist" without getting any help. I would like a refund for this consistent error. It is concerning how much money is being made from these mistakes that discourage customers from reaching out for help.

My son was charged $[redacted] for long-distance calls he didn't make overnight. His plan is $25 a month, so I'm puzzled by this charge. I've already settled my bill, but I'd appreciate a $[redacted] credit. I've tried scheduling a call back from Koodo twice, but both times, I've answered to silence. I've been a loyal Koodo customer since the beginning and feel I've been deceived. Please contact me at [redacted] to resolve this matter. If not, I'll have to switch to another provider.

While traveling in Costa Rica, I unfortunately misplaced my debit card and had to report it to my bank promptly. To my surprise, the roaming charges added up to $[redacted].85, which caught me off guard. During my stay, I always kept my phone on airplane mode and did not use it outside the condo. I was unaware that turning off cellular data was necessary, a detail I learned after the fact. As someone who is not very tech-savvy, I am inquiring if Koodo would kindly consider waiving this fee, as it is a significant amount that I am unable to cover.

On November 27th, I requested to change service providers. After receiving a confirmation message from you, I responded with a NO. However, I have since decided to proceed with the service provider change on both yesterday and today. Unfortunately, Koodo denied my recent requests, citing the previous NO reply as fraudulent. I am now asking Koodo to overlook my previous NO response as I am indeed determined to switch service providers. My phone number is [redacted] and my Koodo account number is [redacted]6.

I recently received a new phone from the post office but have yet to activate it. Surprisingly, I already received my first bill along with the contract, and I noticed that the charge is incorrect. I had signed up for a promotion that promised a credit, yet I have not seen it reflected in the bill. Attempting to resolve this through Self Serve was a bit challenging since the call back feature requires the phone number to be activated. Despite having a self serve account, I'm hesitant to activate the phone until I receive assurance from them that the credit will be applied as expected.

Dear Koodo, I hope this message finds you well. I am contacting you regarding two issues that require attention. Firstly, I wish to confirm that I have received my initial bill for the post-paid plan and will settle the payment promptly. Secondly, I have been experiencing a lack of data service for more than a week. Considering the significant amount I pay for this feature, approximately $50 monthly, I am hesitant to renew my plan if the service is not reliable. Kindly provide me with an update on the situation and any necessary actions that need to be taken. Thank you, Richard

I am currently in Mexico with a Mexican SIM card. In order to access my voicemail on my Koodo account, I need a password. Koodo sent a temporary password via SMS, but I was unable to receive it due to using a Mexican SIM. I am requesting to have the temporary password sent to me via email so that I can reset my voicemail password. Unfortunately, I also cannot use their automatic text support to schedule a callback for assistance for the same reason. It's frustrating that I am unable to receive their SMS messages in this situation.

I'm having trouble getting a phone line for my wife. Initially, everything seemed fine after I applied and paid for it, but then I received an email canceling the process. They mentioned an issue with the validation of my credit, despite my credit card always being paid in full each month. Additionally, I am already a Koodo customer. I attempted calling and requesting a call back without success, and the automated online support didn't address my problem. After being a loyal Koodo customer for five years, I'm now considering moving all my services to Fido. 🤷‍♂️

My husband has been a Koodo customer for a while, and I recently switched my phone to Koodo as well. We had a positive experience with the service when I transferred over. Lately, my husband has been struggling to disable YouTube notifications and sought help from a service representative at a kiosk in Lethbridge. Unfortunately, when he asked for assistance, he was informed that the representative, Drayvin, works for Koodo and not YouTube. We were wondering if this is standard procedure within your company, as we believe Telus would have been able to assist in this situation. Thank you. - Cheryl W.

Good morning. I spoke with a Koodo agent on Monday, December 12, [redacted], who assured me that the new phone I ordered on December 5th would be shipped this week. However, after checking the tracking information, it appears that the phone will not be shipped for an additional 8 weeks. This delay was never communicated by Koodo; I was only informed of a potential 15-day timeframe between purchase and shipping. This situation is putting my business in a difficult position as my current Koodo phone is unreliable. I require immediate assistance from Koodo, or I will have to request the cancellation of my account and switch to a different provider.

During my summer trip to Ireland, I only used my phone as a clock and camera, yet I was unexpectedly charged $45. Despite this, I paid the fee. Recently, during my three-week stay in Costa Rica, I was cautious to only use my cell phone for timekeeping and photos. To my surprise, my bill has now reached $[redacted]! I'm confused and frustrated as to why I am being charged an extra $[redacted] on top of my usual monthly bill when I did not use my phone as a phone at all.

Hello, I bought an iPhone 11 in August [redacted] with a 2-year contract under my name, Jasdeep Kaur Brar. My email for communication is [redacted] Unfortunately, my iPhone is locked, and I seem to have forgotten my contact number. I located my account number and the last four digits of my contact number in my email. The contact number ends with [redacted] and the account number is ****[redacted]. Could you please reach out to me via phone call or email to provide me with the full contact number? Thank you.

While traveling in the USA, I made sure to disable my data usage upon arrival on December 9th. I've been checking my phone strictly when connected to Wi-Fi. To my surprise, I've noticed a charge of $11 every day from December 9th for just one minute. My Koodo phone is for personal use only in case of emergencies, as I mainly use a company cell phone. I'm confused as to why these daily charges are showing up despite having my data turned off.

I need assistance with my recent call to Koodo customer service regarding a change of address. I provided the representative with my address, [redacted] Feldam Rd, but it was incorrectly updated to [redacted] Seville Dr Blvd. I even spelled it out for her. Concerningly, the SIM card she arranged to be shipped is not going to my correct address. I cannot risk someone else receiving and potentially using it. I am frustrated with the difficulty of reaching an actual person at Koodo. Please, someone from Koodo, contact me today to resolve this issue promptly.

I recently switched from Telus to Koodo about two months ago and was assured that my monthly payments would remain the same. However, I received a text two days ago stating that my bill hasn't been paid, yet I haven't received any bills by mail. I prefer receiving physical bills like I did with Telus as I tend to miss emails. I would like to set up pre-authorized payments and would appreciate a phone call to arrange this. The account might be under my wife's name, Angela Hope, with the phone number [redacted]. My name is Nick Hope, and my phone number is [redacted]. Thank you. Nick Hope

I need to verify details about the old account I was contacted about. It was a work account where I bought two phones. I already resolved an issue with one phone a few months ago. Now, I've been contacted about the second phone. It seems logical that there may be a connection between the two incidents, as the second phone wasn't previously addressed. Account: [redacted] [redacted] 89 First name: Chris My cell phone (only contact): [redacted] Thank you for your understanding. I'm unsure about the old account phone number(s).

I am experiencing difficulties accessing the chat feature to arrange a callback with a live agent. Whenever I call [redacted], I only encounter an automated voice system instructing me to visit koodo.com/chat. However, upon trying to access the chat feature, the entire page goes black. The same issue occurs when attempting to log in to my online account and clicking on Help. This problem is new to me as I have not encountered it in the past, as I rarely log in to my account or contact customer service. It seems like Koodo may have discontinued their chat and live help services. After visiting a Koodo/Telescope office, I was informed that due to paying a lower phone bill with Koodo compared to Telus, the assistance of speaking to a live representative is no longer included. I am considering switching back to Telus to access live support, even if it means paying more for my phone services.

My family and I have been residing 4 km from the US border since August [redacted]. The service quality is subpar and constantly connects to US towers. Despite multiple attempts to set our phones to only use the home tower, the issue persists. We receive multiple texts daily welcoming us to the US, even though we haven't crossed the border and lack a passport. Communicating with a real person, not a robot, is becoming a challenge. My wife has made several unsuccessful attempts to address this. We are now contemplating switching providers due to unjust charges for services not rendered, and the absence of human support. I kindly request assistance from a human representative. Due to poor service, please leave a message and a phone number for us to return the call, as we prefer phone communication over email. G. Casnig

I am having difficulty reaching the customer service at Koodo without having to use the Koodo Assist feature, which I find unhelpful. I need to speak to a representative directly to address issues with changing my password, accessing my account services, and reaching an actual person. The system only recognizes my old password which was changed a year ago. I simply need to access my account information promptly to report a time-sensitive payment. It is frustrating that the company makes it challenging to report payments. The system appears subpar, and I am disappointed with the customer service experience. The inability to respond to their texts promptly adds to the frustration.

I accidentally locked my phone and got a representative to provide me with a PUK code. When I tried to unlock the phone today using the PUK number given by the rep, it did not work, even after setting a new pin. I visited a Koodo kiosk at the mall where they assisted me in getting another PUK code. This time, I successfully unlocked the phone. Upon checking the phone settings, I realized the SIM lock was enabled, so I disabled it, solving the issue.