Koodo Mobile Customer Service Issues

I purchased a phone a week before Christmas and believe it comes with a one-year warranty. Last night, I charged it before bed, and it was working fine. However, when I woke up this morning, the phone was off and unresponsive. This is a significant issue for me since it's my only phone and device, and I live in a remote area without a cell phone store. Prior to this issue, I noticed a decrease in the battery life compared to when I first got it. If this matter isn't resolved soon, I will be left without a means to access the internet. Nothing unusual happened that could have caused the phone to malfunction.

I attempted to transfer my old phone number to my new account but made an error in typing the number ([redacted] instead of [redacted]). This mistake has rendered my phone unable to receive calls and text messages. When I make outbound calls, the incorrect number [redacted] appears on the recipient's phone, now in use by someone else. Consequently, any attempts to reach me are unsuccessful. I am unable to correct this using the self-serve option; it continuously shows "you will have the phone number soon" and greys out the available selections. Contacting a representative is also challenging as it directs me to leave a callback number—impossible due to the issues hindering my phone use. I urgently request my original phone number be reinstated or changed to [redacted].

Je reviens avec un problème non résolu par Koodo. Mon Samsung Galaxy 4 inutilisé depuis 3 ans ne fonctionne pas avec la nouvelle carte SIM pour un voyage. Koodo m'a donné un code d'accès invalide et refuse de le débloquer. Après des appels infructueux, ils m'ont conseillé de contacter Samsung, qui m'a renvoyé vers Best Buy où j'ai acheté le téléphone. Best Buy m'a à nouveau référé à Koodo, dans un cercle vicieux. Le service client était condescendant et peu utile. Cette expérience me fait douter de renouveler un forfait avec eux, malgré ma fidélité et mes paiements en temps voulu. Koodo, si vous voulez satisfaire vos clients, surtout les fidèles comme moi, contactez-moi à [redacted]

Hello, I hope this message finds you well. I am Caitlyn Berday, a past customer. I had to close my account a while ago due to changing phones and providers. Before closing, a manager acknowledged my timely payments and offered a credit on my final bill as a gesture of appreciation. I settled the remaining balance and moved on. Recently, I received calls from a credit company claiming I owe them the exact amount I had already paid to Koodo, which is confirmed by my bank records. Despite my attempts to reach Koodo multiple times to resolve this issue with proof of payment, I faced difficulties getting through to someone knowledgeable. Even the reference number provided by Koodo was deemed incorrect when used. Now, I am in a frustrating situation where I had to pay the credit company to stop the harassment, resulting in paying the same amount twice. This has negatively impacted my financial capabilities and credit score, preventing me from qualifying for loans or adjusting my credit card limit. I kindly request a thorough resolution to this matter to restore my financial status.

On February 6, [redacted], I ordered a free SIM card from Koodo's website to begin a new plan. Despite expecting delivery within 3-5 business days, the SIM card never arrived. On February 22, I discovered Koodo had mistakenly sent the card to a different address due to a data entry error. I contacted customer service to cancel my plan due to this error. The representative assured me that no money was owed and no collections would be involved. On May 14, I received an email stating I owed $[redacted].07. Despite my denial of reactivating the account, Koodo claimed otherwise based on their records. I protested and insisted on an investigation. The customer service representative froze my account for review. By May 16, I found that my credit rating had been impacted by Koodo's actions. On May 27, I received a request for $[redacted].75, contrary to the freezing of my account. I seek a resolution promptly to avoid further escalation through authorities. Thank you.

On May 6th, I visited the south Oshawa Koodo store seeking a new phone. Initially interested in the Samsung Galaxy S8, I consulted with a representative for advice on their recommendation. After discussing with the rep and their manager, I was persuaded to purchase the Huawei P30 Lite instead. However, within a short time, I noticed issues with the keyboard, particularly the malfunctioning space bar on the side of the phone. I also had concerns about the data turning on despite being switched off when using only wifi. Despite my dissatisfaction and the numerous problems encountered within a few weeks of purchase, the store informed me that it was beyond the 15-day return period and suggested repair as the only option. I am disappointed with this resolution and would prefer to exchange the Huawei for a different phone. Additionally, I had purchased accessories totaling $55 plus tax, including a case, screen protection, and a VIP card. Despite attempts to escalate the matter by contacting the store manager multiple times through the representative, I was consistently advised that repair was the sole solution. I strongly believe that an exchange would be a more suitable resolution in this case.

I am reaching out regarding my parents, Glen and Betty Lou Brough, who have been experiencing issues with their Wi-Fi service. Two nights ago, their Wi-Fi went down and they were unexpectedly charged $10 for data usage. They were under the impression that data would not be utilized if Wi-Fi was available, as promised when they purchased their plan. However, this was not the case. I kindly request your prompt assistance in resolving this matter. Firstly, please remove the $10 charge from their bill. Secondly, I ask that you ensure their cell phone is configured to prevent any future data charges, as was originally communicated to them. They were informed at the point of sale that this feature was included, but it appears to have not been activated. Given their age, my parents are struggling with this situation unnecessarily. I urge you to reach out to them at their provided phone number promptly to rectify this issue and provide them with the quality service they deserve. Your attention to this matter is greatly appreciated. Thank you for your swift action in resolving this matter. If further contact is necessary, you may reach me at [redacted].

I recently noticed a significant charge on my bill for incoming calls, which I didn't realize incurred costs. Whenever I make calls, typically people call me back, so I didn't expect to be charged for that. The bill amounts to $[redacted], and as a single mom, this is a substantial burden for me. I received a $30 credit after contacting customer service, but considering my financial situation, it's still challenging to manage. I upgraded my plan to include unlimited calls, which I didn't know I lacked initially. However, I found the same plan for $15 less, and other providers offer better rates for my other two accounts. I'm considering switching companies unless I receive further assistance with my bill. I've heard positive experiences with customer support from other providers and am willing to explore those options. Please let me know if there's any more help available before I make a decision. Thank you for your assistance.

I am currently having trouble updating my payment information for my phone bill with my TD Visa debit card. I have been unable to reach a customer service representative over the phone, which is frustrating. Normally, I can simply dial *[redacted] for assistance without issue. Unfortunately, I am struggling to contact Koodo Mobile at Northgate Mall in North Bay for help. I am feeling quite frustrated at the moment. If possible, could someone please contact me via my TextNow account at [redacted]? Your assistance would be greatly appreciated. My experience has been disappointing and has left me considering switching carriers. Thank you.

1) I'm experiencing an issue with my data usage. Despite Koodo blocking my data when I ran out, I have been charged an extra $10 on my bill! 2) Koodo has not been responsive when I have tried to contact them. Despite scheduling call-backs multiple times, nobody has returned my calls. 3) My credit card information is updated, yet my bill remains unpaid and is now marked as overdue. This lack of communication and unresolved billing issue is very frustrating, especially since I haven't been able to reach anyone for assistance.

I am a retired Rogers cell phone customer from Ontario. I am seeking a cost-effective plan that aligns with my fixed income and usage needs. Currently, I utilize approximately 350MB of data, [redacted] Canada-wide call minutes, and 80 texts per month. I am interested in a BYOD plan within the $30-$40 range that offers around 2GB of data, [redacted] Canada-wide call minutes, approximately [redacted] texts, as well as features like voicemail, call display, call waiting, and free incoming calls and texts. It would be great if setup and activation fees could be waived. Thank you.

I have a billing dispute for account [redacted]3. I contacted the toll-free number [redacted] and followed the prompts to speak to an agent. The company then requested to start the conversation via text, but I do not text with my flip phone. I prefer speaking to a representative or agent in person. Unfortunately, after receiving the text, there was no other option provided to reach a representative or agent. Please contact me at [redacted]-***-[redacted] to connect me with a representative. If I do not receive a callback, I will consider discontinuing my service with KOODO. This method of handling calls that require speaking with a representative is unsatisfactory. Thank you. Pete H.

Hello, I recently purchased an iPhone 11 Pro which included a new nano SIM card. Despite several attempts to insert it correctly, the phone is not reading the new SIM. As a result, I am still using my old SIM card, which is providing minimal service even in areas with good coverage. I am seeking guidance on how to go about replacing the non-functional SIM card with a working one. Any assistance in exchanging the faulty SIM for a functioning one would be greatly appreciated. Thank you in advance for your help!

I purchased a new iPhone at the end of July, and my phone number is [redacted]. On September 20, [redacted], I received numerous calls from [redacted], which seemed like a scam. Between 6:30 pm and 8:30 pm that day, my phone showed I was on an international call for 84 minutes and charged me $84, although I was at the police station filing a report during that time. Later, a friend mentioned my phone was calling them in the middle of the night, but I was not making any calls. I contacted *[redacted], but the issue wasn't resolved. A store representative gave me the number 1-[redacted], where I spoke to William for 73 minutes before the call got disconnected. I called back, and Alex answered. I requested to speak to William, but I didn't want to repeat the whole story. The calls on my phone log don't match the airtime list. I have never made international calls and need this problem resolved. Thank you. - Maria

I recently moved from NL to AB and requested to have my NL phone number disconnected. However, I'm still being billed for both the NL number ([redacted]) and my new AB number ([redacted]) under the same account ([redacted]46). I want my Alberta phone and number to be the only one billed. The Newfoundland number should have been disconnected when I started using the new one. My bill is now over $[redacted], and I'm at risk of disconnection due to this error. I would appreciate your prompt attention to this matter.

I noticed additional charges on my bill for data that I did not use. My plan is supposed to be $67.20, which includes weekend calling and 50MB of shock-free data. I had data added in March [redacted] for $15 and another gigabyte in August that should have ended on September 10, [redacted], as stated on my bill. However, I never received this gigabyte but I am still being charged for it. My current bill amount is $[redacted], and I would appreciate it if this issue could be resolved promptly. I would like an explanation as to why I am being billed for a service that was not provided to me.

I consistently use less than my 2GB data allowance but keep receiving bills with an additional ten dollar charge for overuse. Despite trying various communication methods to reach a Koodo representative and scheduling a call which was not received, I am now filling out a CRTC Complaint form due to the difficulty in resolving billing issues and the overcharging problem. After waiting over 13 minutes in the queue to speak with a representative, I am considering halting my payment due in December [redacted]. The lack of clear information and reliance on the community for solutions is frustrating. I am questioning the legal standing for a Canadian company to restrict access to efficient customer support. Koodo's handling of this situation is disappointing.

I have an iPhone SE with Koodo and a 3GB data plan. Yesterday, at 12:14, I received a notification from Koodo stating I had used 50% of my data. I made a FaceTime call over Wi-Fi to a friend in China from my studio, and wouldn't have used LTE since I'm cautious of data usage. After the call, I received another message saying I had used 90% of my data, even though I was still on Wi-Fi. I confirmed Wi-Fi assistant was off to prevent switching to LTE. I'm confused why the call went over LTE. I have screenshots of my Wi-Fi connection status. I tried reaching Koodo by phone and chat with no success. Any suggestions?

I'm currently on vacation, and my cell phone is roaming. I'm concerned that I may be charged more than the advertised $12 per 24-hour usage period. Although I can turn off my mobile data, I'm unsure what will happen if I receive texts or calls while it's off. I wanted to clarify the billing details before my trip, but I couldn't reach a customer service representative. Please assist me promptly to avoid any complications with my vacation. Thank you, Kat.

Yesterday, I attempted to pay my $40.83 phone bill, armed with my invoice. Despite having a Government-issued ID - my Status card with a photo - as well as my Blue Cross and Alberta Health Care cards, I was unable to do so. The stumbling block seemed to be the lack of an expiry date on my Status card. Frustratingly, even with multiple identifications in hand, I left without settling my bill. It's worth noting that I reside outside of Sherwood Park, in a rural area.