Koodo Mobile Customer Service Issues

I recently discovered that I have been sent to collections, which I believe is due to an interest charge that I was not aware of after closing my account with Koodo. When closing my account, I made a payment of around $[redacted] and explicitly asked if everything was settled, to which I was assured it was. If I had been informed of this additional charge, I would have promptly paid it to avoid this situation. The impact of this collection on my life and business is significant, hindering my ability to progress. I kindly request that this be resolved and removed from my record.

I am dissatisfied with Koodo's service. I have been receiving texts notifying me of excessive data usage, resulting in high bills over the past few months. It is frustrating not being able to reach a real person for support. The text app is not effective. Although I was told my new phone was free, the subsequent charges have been exorbitant. I demand to speak with a representative immediately. I will be switching to Sasktel by the end of the day. Despite being a loyal customer for years, I feel deceived and overcharged by Koodo. I refuse to pay any more and insist on resolution.

I could not locate the $[redacted] credit on my account for the phone purchase. After contacting koodo, I was informed by a representative that the credit would be visible at the end of the transaction online. I proceeded with the purchase, but the credit did not apply. I made another attempt to resolve the issue through a callback request, but no solution was provided. Had I known about the poor customer service, I would have opted to purchase the phone and plan from Virgin Mobile at Costco instead. My decision to choose this phone was based on the assurance given by the representative.

I recently ordered a new iPhone XR for my wife, Donna, and myself, Martin, both with medium plans. After speaking with customer service, I was advised to email once I received the new order numbers to have the two lines and phones associated under one billing account. The new order numbers are Donna McConnell HF[redacted]03 and Martin McConnell HF[redacted]06. The representative also suggested emailing to stagger the two Amazon Prime subscriptions to run consecutively for one year each, giving us two years of coverage on our new Koodo accounts as a married couple. If you need any additional information, please let me know. Thank you, Martin McConnell.

I scheduled four appointments since Friday (Nov 29), and each time they called me after the agreed-upon callback time. Strangely, my cell phone did not ring, and there were no missed calls. Interestingly, even my fitbit did not register any incoming calls or vibrations. What puzzled me the most is that your representative managed to reach my voicemail directly. The only way I found out they had called was through the notification of a new voicemail. I even asked my friends to call my cell phone, and it rang every time except when your representative tried to reach me. This situation is quite confusing; I hope there is a reasonable explanation for this.

I've had a frustrating time trying to contact you. Instead of being directed to a chatbot that couldn't help, I would have preferred waiting on hold to speak with a person directly. Despite my attempts, including requesting to speak with a customer service manager, I have not been able to resolve my issue. I also need assistance with upgrading my phone and would appreciate speaking with a representative about this.

I am feeling very frustrated with the recurring issue of roaming charges on my Koodo bill. Despite living in Victoria, BC, just across the water from the USA, we ensure to keep our roaming turned off. It is disappointing that my husband and I are still charged for roaming every month. Today, I have been on hold with Koodo for 25 minutes, which unfortunately happens every month when I contact them to resolve this issue. While I have previously spoken highly of Koodo to my friends, this ongoing problem is starting to test my patience. Sincerely, Dawn & Clint M.

I am having trouble reaching a human representative at Koodo Mobile for assistance. Their website mentions the option to speak with a customer service manager, but when I call, I am redirected to the automated system without the chance to connect with a live person. It would be beneficial for Koodo to offer more accessible human-based service options to better address customer needs.

My friend visited a Koodo store, mistakenly a Telus store, to purchase a Telus phone but was convinced to get a Koodo phone instead. They misled him with his plan, providing only [redacted] megabytes of data while he desired unlimited internet, unlimited calling, and messaging. This is distressing as he relies on the phone for medical reasons. Before receiving the bill, he had to repeatedly enter a code that sometimes didn't work, causing unnecessary data usage. Now his phone service is at risk due to billing issues. During a visit for assistance, the staff mishandled his phone, leading to a broken screen protector and a charge he disputes. The unhelpful customer service representative was also preoccupied with her phone during the setup process. This situation seems dubious and we seek a resolution. Contact Tim Gannon at [redacted] or me, Becky Stacey, at [redacted] Tim's number is [redacted], and mine is [redacted].

I signed up with Koodo specifically to block data on my phone since I don't use it. However, occasionally my phone malfunctions, requiring a reset, which inadvertently turns the data back on. This results in unexpected data usage charges of $5 each time, even though I didn't intentionally use any data. I promptly reblock the data in settings after resetting the phone, but the damage is done. This has occurred multiple times now, and if this problem persists without a resolution, I may have to consider switching to a different service provider. Thank you.

I am planning to cancel my order for a phone and service with Koodo. I am upset because I did not receive timely updates regarding a new phone order delivery from Koodo through UPS. There is no phone number provided in the email for me to contact Koodo in case of any delivery issues. Even though UPS shows the order as delivered, I did not receive it. I have been waiting online with Koodo for over an hour without any offer for a callback. If I do not receive a call within the hour, I will file a complaint with the CRTC and proceed to cancel my order and service with Koodo.

I recently spoke with a representative to upgrade one of my son's phones. I inquired about extending the same offer to my other son as well as opening new lines for my boyfriend and myself, totaling four lines. The representative mentioned we couldn't get the $50 plan for 8gb, but offered a plan at $55 for 6gb for the other three lines. After opening the accounts, all paperwork appeared correct. However, my son received a text about his usage and upon checking, I noticed changes on two of the accounts.

I terminated my Koodo plan in June [redacted], but I realized I overpaid my final bill. After contacting customer service following an email about the bill, a representative assured me that I would receive a refund within 4 to 6 weeks. However, upon following up after 4 weeks, I was informed to wait the full 6 weeks. Now, over 10 weeks later, I have yet to receive my refund. Please contact me at [redacted] or respond via email. Thank you. Priyanka Pandya

Hello, I noticed on Nov. 17, a $10 roaming fee was charged while I was in the United States even though my roaming was turned off. My bill indicates 0.01MB of data, which I do not understand. I had a similar billing problem earlier this year and reached out to Koodo three times, but I never received a response. Could you please refund both the $10 charge from this incident and the previous one from earlier this year? Thanks, Jill

I am looking to speak with a customer service representative directly. I own an ALCATEL FLIP PHONE, not an Android or iPhone, so I do not have a touchscreen feature. Is there an option to speak to a human representative? I find the customer service system inadequate and impersonal, making it challenging to address my issue. I hope for a more satisfactory experience from KOODO.

I attempted to reach KOODO MOBILE via phone but was only directed to an automated menu system that requires touchscreen capabilities, which I do not have. I am unable to speak with a representative as the current system does not accommodate non-smartphone users, leaving me feeling disappointed in the service provided by KOODO. My attempts to contact KOODO displayed listings for the United States only, with no options for Canadian provinces, further adding to my frustration. While KOODO offers competitive prices, the customer service interface is inadequate for individuals like myself, resulting in a cumbersome and unsatisfactory experience. I believe KOODO should revamp its customer service approach to address these issues and enhance overall user experience.

The customer service experience was disappointing. Get Human does not provide real person support, making it difficult to seek help. The company should strive to offer better service, as it was inconvenient having to visit the store to pay a bill. Trying to pay a family member's bill proved to be challenging and time-consuming. After spending two hours dealing with the poor customer service, speaking to a representative did not immediately resolve the issues. This process, which should have taken five minutes, extended for another hour. I cannot recommend this cell phone company to others until they enhance their customer service and become more accommodating.

I am currently in Cuba on vacation and my phone is disconnected, even though I am a monthly customer with a credit card on file for billing. I attempted to use roam like home with no success and contacted Koodo multiple times to resolve the issue, but was told it's a location problem. I urgently need my phone for business and missed important calls. After being on hold for 55 minutes, which cost me $60 and the price of a phone in Cuba, I am extremely frustrated with the service. Attempts for a call back have been unsuccessful, and I am disappointed with the carrier. If the issue is not resolved promptly, I will consider switching providers once I return home. I expect the roam like home charges to be waived due to the service not working. My phone number is [redacted]. Thank you, Richard Romanin.

While on vacation in Cuba, my phone got disconnected two days ago. I emailed but spent $89 on phone calls to be put on hold for 40-50 minutes each time. The lack of customer service from Koodo has frustrated me to the extreme. I intend to contact CRTC upon my return to Canada regarding this issue. This poor service has caused me to miss out on important business opportunities. Despite being told everything was fine with my account on Dec 19, I have not received any follow-up e mail or message. I am a monthly customer with my credit card on file for billing by the end of each month. A prompt email response or phone call would be greatly appreciated to resolve this matter before it escalates further.Richard Romanin. [redacted].

I noticed an overcharge on my February bill for four events on my line ([redacted]) totaling $[redacted].46. These events occurred on January 31 and February 1, and I am unfamiliar with them. I have shock-free data and unlimited SMS and MMS on my account, so I am unsure about the origin of these charges. After contacting Koodo, they referred me to a company called "Boku," which explained that the charges were from Microsoft for app purchases. Despite attempting to block further charges, I have been unsuccessful in obtaining a refund from Microsoft after more than a week of trying. It appears I am left with no choice but to pay for unauthorized charges, which has been a frustrating experience with poor service all around.