Koodo Mobile Customer Service Issues

My phone, which is over 2 years old, recently had its screen broken. I visited the local Telus store, as Koodo is currently closed, but unfortunately, no one could explain why their system is not allowing me to pay the balance to start a new phone tab. I have been a customer since September [redacted] and am facing financial hardship due to a head injury that resulted in the revocation of my license and job loss. I disagree with the outstanding tab balance, which should have been paid off by now. I urgently need a phone to communicate with doctors. If Koodo cannot assist me, I am considering taking my business elsewhere. This entire experience has been very negative, and currently, I would advise everyone I know to avoid using Koodo altogether.

I'm having trouble logging in to register. When I select the phone number login option, I don't see where to enter my phone number. I've been a Telus customer for a few years but was told at a Telus store that a Koodo plan would be better for me. After visiting the store four times, I received different instructions from four different individuals, none of which have helped. I'm feeling very frustrated. If this process continues to be unproductive, I may want to switch back to Telus.

I wanted to know if Koodo considers customers living abroad or traveling frequently. How can customers like me contact you from outside Canada using the domestic toll-free number? Years ago, I had a Koodo account and would spend winters overseas, using a toll-free number with a [redacted] area code. I miss having that option. I'm considering returning to Koodo, but I'm concerned about the current service quality. Could you please address this and locate the person who discontinued this great feature? Their efficiency was appreciated and missed. I look forward to hearing from Koodo about this. Thank you for your assistance.

My wife canceled her Koodo service in early February, but she was still charged $44.40 even though she is no longer using their services. Being out of the country, she has been unable to contact Koodo directly where she is. Despite removing her credit card information and closing the account, the charge still occurred. I tried to assist by speaking with a Koodo representative, but they couldn't disclose any account details to me. I requested for them to contact my wife at her available times, but she never received a call. At this point, it seems like she may have to let it go due to lack of time to address the issue.

I recently received my third letter requesting payment, despite canceling the service a while back. After contacting customer service twice and being informed that I did not owe anything, I was advised to disregard the letters. However, I have now received another letter from General Credit Services. I only briefly used the service due to being misled into signing up by someone affiliated with Telus. I have settled all payments. Please investigate this issue. Thank you.

I was uncomfortable when asked for my social insurance number for account verification. Only government bodies, banks, and trust agents are allowed to request this information. It made me uneasy, so I did not provide it. I hope they will stop asking for this number. Many may have shared their social insurance number with a cell phone company, but legally they are not obligated to do so.

Account #[redacted]9: My home phone number, [redacted], is currently inactive. I switched my home phone service to Xplore, but they informed me that the paperwork to release the port was declined because they couldn't reach me. After speaking with Omar, who mentioned he typically handles cell phones, he assisted in facilitating a manual override to release the port to Xplore. As promised, he called back on Friday morning to confirm that the process was completed and the information was sent to Xplore on March 3rd. However, Xplore claims they have not received anything from Koodo. I kindly request confirmation that the port release was completed, a copy of the confirmation, and for the release to be sent to Xplore. For further communication, my temporary number is [redacted], or you can reach me on my Koodo cell phone at [redacted]. Thank you for your prompt attention to this matter. Sincerely, Alice Marshall.

Hello, I am stuck with supposed unpaid invoices and would like my email to be forwarded to the accounting or disputes department, please. Here is the situation: I had a prepaid Koodo mobile card from [redacted] to [redacted], which I purchased in Chicoutimi. I returned to France in [redacted] after paying my final Koodo bill. However, two years later, a collections agency contacted me claiming I owed money, which I believe to be untrue. To stop their contact, I paid the $22 they demanded. Now, two other collection agencies are saying I still owe money. I would like to close these cases once and for all, please. I am unable to request a call back from Koodo mobile as I no longer have my Canadian phone and number. I also cannot log into self-serve because my email is not recognized (even though I receive emails from Koodo mobile and the collection agencies). Please help me. Thank you, C. Dupuy Sent from Yahoo Mail for Android

Hello! I am Anna E. B. from Vancouver. I was a Koodo user until September [redacted] after using their services since October [redacted]. I need assistance in removing a "Delinquency/Derogatory" report from my credit file. When I switched providers, I unknowingly left an outstanding balance. As a newcomer to Canada at that time, I was unfamiliar with the process, though I understand that ignorance is not an excuse. It was only after approximately 3 months that I became aware of the unpaid balance. Upon learning this, I promptly settled the amount upon speaking with a representative to resolve the issue. I hope for your help in rectifying this matter to improve my credit rating. I look forward to your prompt response. Thank you!

I am currently facing an ongoing issue with monthly data roaming fees being charged despite not travelling outside of Canada. Over the past year, my bills have consistently shown these overcharges. As someone on disability, I cannot afford these extra expenses and struggle to contact customer service every month for refunds. This situation is causing me significant stress. Additionally, I am dissatisfied with the high long-distance charges incurred during an emergency last spring, when my mother needed to stay connected with me for hours during a life-threatening situation in the U.S. If this matter is not resolved promptly and effectively, I will consider switching to a different service provider to avoid these troubles in the future.

My phone is having issues with the wifi not connecting during calls and the call audio being unclear. I end up having to remove the sim card monthly to get it to work. Even after visits to repair shops, they find nothing wrong, yet my apps won't load either. After visiting a koodo store and being referred to another one in Windsor, the problem still persists. The customer service robot was not helpful, and I am considering switching to a different provider since it's challenging to speak with a human at koodo now.

I require mobile support for my bill payment. I'm attempting to make the minimum payment as indicated in an email. However, I am hesitant to proceed without confirming its authenticity. I am not questioning the legitimacy of the email. I prefer speaking to an agent over the phone for verification purposes. Unfortunately, I am unable to locate a contact number or reach out to anyone for assistance. The process seems overly complicated and frustrating, leading to the imminent suspension of my service due to the lack of communication. Furthermore, I intend to dispute my bill since the charges exceed the promised amount.

Please call me at [redacted]. I lost my phone and need to swap with my Koodo account. I can't activate through email due to a forgotten password. The password reset must be sent via text for online access. This is urgent. I want to keep my phone number and just swap the SIM card to a new phone. I need to change my online account password and reset my Yahoo email password through text for the SIM swap. My phone number is [redacted]. I will get a new SIM card to complete this process. My name is AT. I've been waiting for a call back after being on hold this morning for about 5 minutes. Please address this issue and let the worker know about the scheduled call back time. Email me at [redacted] with updates. Thank you.

I'm currently in Yuma, Arizona. While setting up my new Apple Watch with my Canadian cellphone on, I received a call from your number ([redacted]) yesterday according to my wife. She was asked about my satisfaction with your service. Sadly, due to this call and the roaming charges, I was billed $11.00. Could you please investigate and confirm this by checking my phone records ([redacted])? I kindly request the removal of this charge. Thank you. Best regards, M. Jones

Regarding account # [redacted]6, today I received a notice indicating that my credit card automatic payment was declined and that I would incur an extra fee of $25. However, the payment isn’t due until April 5th, so I am unsure why I am being charged this additional fee. I am currently traveling abroad, and my credit card company placed a hold on my card due to a transaction in Bangkok, despite me having previously addressed this issue with them multiple times this month. They consistently restrict my card every time I use it. I have already made the payment in advance of the due date. Kindly reverse the $25 fee.

I'm experiencing difficulty accessing my Koodo account. Despite attempting to reset my password four times, I remain locked out. I've made multiple unsuccessful attempts to pay two months' worth of cell phone charges for [redacted] via credit card listed. Unfortunately, the phone app does not support this transaction. As a result of being unable to log in online due to password issues, I am unable to make a payment. I urgently need to address this to prevent my account from becoming overdue. I am willing to provide my credit card information over the phone or through a secure human-to-human call. It is frustrating when a customer is willing to make a payment but encounters obstacles. I look forward to resolving this swiftly.

The US talk boosters did not work as expected for my husband and brother-in-law. I am seeking a full refund for the entire package I purchased for traveling in the US, which included 2 months of service and $15 for data. After trying to resolve the issue through the AI assistant on the website today, I encountered difficulties booking a call-back. The AI assistant kept prompting me to log in to book the call-back, despite already being logged in. It then claimed my user name and password were invalid, preventing me from scheduling a call. I am frustrated with the lack of functionality from Koodo's services.

Dear Customer Service, I am contacting you regarding the charges on my mobile bill for March. During a recent trip to my home country, I used Koodo's international roaming service for one day only. The following day, I switched to a local SIM card and did not utilize Koodo's services for the remainder of the month. Despite this, I have been billed for nearly every day in March, which I believe to be inaccurate. I am certain that I should only be charged for the single day of international roaming usage, not for the entire month. I kindly request a review of these charges and the necessary corrections to be applied to my account. It is crucial that I only pay for the day I used Koodo's international roaming service, not for the entire month. I would appreciate your prompt attention to this matter and an explanation for the charges. Please inform me if you need any further details from my end to facilitate the resolution of this issue. Thank you for your assistance with this issue.

I am frustrated and annoyed by receiving unnecessary texts about data services I do not need. Despite explaining this to a sales representative, I keep getting messages about overusing data, causing me to lose important saved contact numbers. I would appreciate it if you could resolve this issue promptly. You can reach me via email at [redacted] Thank you for your attention to this matter and for fixing it promptly.

Hello, I am a Koodo customer, and you can reach me at [redacted] Since Friday night, I have been without my phone, which is a crucial lifeline for me as a person with disabilities. My iPhone displays a message stating that the phone is not available for use. This situation has left me feeling isolated and vulnerable, as there is no one around to help me in case of emergencies. I have called my family for assistance, but due to living alone, I have had no luck. I have tried contacting Koodo, but this issue remains unresolved. If this problem persists, I will have to consider switching to another service provider that can offer me reliable assistance. Please note that I can only be reached via email at this time. Best regards, Charlene Houlihan [redacted]