Koodo Mobile Customer Service Issues

I accidentally dropped my phone and it stopped working. I am currently using an older phone with a short battery life as a temporary solution. I'm thinking of purchasing a battery pack charger for around $15-$20. I have $[redacted] remaining on my current tab, and I would prefer not to pay it all at once. I'd like to roll this balance into the cost of a new phone if possible. If not an option, I will consider getting a new phone from Fido or another carrier. My wife and I have been loyal Koodo customers for the past two phone upgrades. I've had a positive experience with Koodo and maintain an excellent payment history. If Koodo can transfer my existing tab balance to a new phone, I will continue to be a customer. Otherwise, I'll explore other carrier options. I suggest incorporating the $15 I currently pay into the new tab, along with an extra $15-$20 depending on the phone selected. Thank you for your consideration. Peter Pershin

I need urgent assistance to reactivate my Koodo phone that was put on hold while I was abroad. Currently in self-isolation, I am unable to contact Koodo as my phone service is essential. Telus, the parent company of Koodo, does not provide customer service email options and has stopped their live chat service. Facing an emergency with my husband's health, I must reach out to public health authorities and arrange for his care and a walker prescription. I acknowledge the possibility of a reactivation fee but am unable to find a way to settle this online. Your prompt help is greatly appreciated.

I received an email alert about roaming activity on my mobile phone, even though I have roaming settings turned off. This is concerning as my phone should not be roaming at all. Could you please provide clarification on this issue? I look forward to hearing from you soon. Regards, I. T.

Hello, I am experiencing three billing issues that need clarification. First, my self-serve website displays a charge of $71.27, but the downloaded PDF bill shows $74.02. Can you confirm which amount is accurate? Secondly, I was billed $5.50 for a call to a Nova Scotia number, despite having Canada-wide calling included in my plan and never being charged for this before. Could you explain this charge? Lastly, my tab charge from the previous month showed an outstanding balance of approximately $6.00, but in the current bill, Koodo has billed me $9.00. Can you please clarify this discrepancy? My regular monthly bill is typically $61.02. Thank you.

I believe Koodo should consider refunding overages on airtime usage. As a long-time customer who rarely goes over the [redacted]-minute limit, the current situation with Covid-19 has increased my phone usage unexpectedly. While Koodo sends alerts for data usage limits, they failed to notify me about reaching my airtime limit. Consequently, I was charged for [redacted] minutes of overage at 50 cents per minute, including charges for accidentally dialing calls and checking voicemail. While I understand some of the overage charges, such as calling a relative in the US, I feel that Koodo should show flexibility during this challenging time, especially for customers who rarely exceed their limits and are not properly alerted. I hope Koodo can review their policies to improve customer communication regarding airtime limits and consider offering leeway with overage charges in such situations.

On March 7, I was taken to Brampton Civic Hospital by ambulance following a [redacted] call due to severe chest pain. I was admitted for three days and discharged on March 29. I self-isolated until April 12. During this time, my friends and family contacted my cell at [redacted] to check on me because I couldn't be with my family. I contacted RBC at 1-[redacted] for telephone banking to pay my bills, including my Koodo phone bill. However, I noticed that I was billed for incoming toll-free calls, which seems unreasonable, especially during the COVID-19 pandemic. You can review my payment history to see how I have consistently done business with Koodo and how long I have been a customer. I kindly request a review of my bill to remove these unfair charges during these challenging times. Thank you for your attention to this matter.

I was recently charged $[redacted].67 and need assistance changing my plan to prevent this from reoccurring. I believe there should be an adjustment made as I was told by a representative that my current plan at $35 plus taxes did not include data. I am particularly frustrated because in March [redacted], I was assured by a different representative that the issue was resolved and saved over $[redacted] on my bill. They mentioned it was due to increased phone usage during the pandemic and confirmed with me using confirmation number [redacted]99 that my account was fully settled, and going forward, I would only have my standard $55.00 monthly prepaid account charge.

On November 5th, [redacted], I spoke with a Koodo representative to cancel my monthly plan before leaving the country. However, I received an email indicating overdue payments. Upon checking my Koodo self-serve account, I discovered that my plan was not canceled, leading to a significant outstanding balance. Due to the current situation with Covid-19, I have been unable to reach a Koodo representative by phone for assistance. How should I proceed with resolving this issue?

I resolved the issue by disconnecting all phone cords and the power cord from the back of the ZTE modem. Then, I removed the back cover by pushing it forward and lifting the flap. After removing the battery, I gently pushed on the sim card to release it slightly. I waited for about two to three minutes before pushing the sim card back in. Then, I reinserted the battery ensuring the correct alignment. I reconnected the phone lines to their original positions (black on the left and grey on the right) with the modem upright. Plugging the power cable back in, I waited a minute or two for everything to reset. This process worked for me, and I hope it helps you too. Best of luck! :)

I noticed a discrepancy in my bank statement from Alberta Treasury Branches showing I made a payment for my Koodo May bill on May 9th. However, my June bill from Koodo still includes the May bill amount and interest charges. I would appreciate it if this issue could be resolved so that I can pay the correct amount of $63.97 for my June bill. I attempted to resolve this through self-service options but was unsuccessful. Thank you in advance for your assistance. Esther E. [redacted] Account Number: [redacted]

My 90-year-old mother, Marie Carmen Hamer, had a Koodo mobile plan with the phone number [redacted] and Account number [redacted]7 from Duncan, BC. Despite canceling her account, automatic payments continued from the bank. Koodo sent her checks, which she returned, but they still owe her money. I've called multiple times, but I keep getting disconnected without a solution. It's frustrating. I, Bonnie Schneider, at [redacted], am also a Koodo customer. I hope you can help. I provided her new address on Leon Avenue in Kelowna, BC, to the agent Boa before being disconnected. I prefer a phone call over emails to discuss this matter. Thank you for your assistance. Regards, Bonnie Schneider

Your help system is malfunctioning. It does not allow customers to speak to a live representative and directs them to use the virtual service instead. I have been unable to reach anyone from customer service for 8 hours and I am frustrated. My policy and phone will need renewal next month, but I am dissatisfied with the current service. Despite paying for the full package, my phone service is turned off during the day, causing me to miss important calls and messages from medical professionals. Additionally, my voicemail messages are delayed for days. I urgently need to speak with a representative regarding these issues.

As a Koodo customer, I am currently experiencing an issue with my incoming calls. The problem is that when someone calls me, their call is displayed on my phone as an unknown number, even if their contact details are saved in my phone. I have checked my phone settings, but I cannot seem to resolve this issue. I would appreciate any suggestions on how to fix this. Thank you.

My phone is overheating and shutting down less than a year into my contract with Koodo. I contacted Koodo for help, and they directed me to their booth in the local mall. After a long shift, I went there, but the representative advised me to go to Samsung as they couldn't assist me. I'm disappointed with the lack of support, especially since I have two accounts with Koodo. I've spent over two hours trying to resolve this without any help. I'm frustrated with this poor aftercare for a loyal customer. Please reach out to me at [redacted] to resolve this issue before I consider canceling my contract. I just want my phone fixed or replaced to have a working device.

I recently removed and re-added my email account on my computer with assistance from Telus support. Now my Android phone has no email and I need assistance in reconfiguring it. When I try to select the existing account, only my Gmail address appears. Entering [redacted] fails to connect to the email server to verify the account information. The server is not responding. I'm struggling to reach a representative for assistance. Please reach out to me for help. Your prompt response would be highly valued. Thank you. Pierre

I need assistance changing my phone number to avoid unwanted calls from Chinese robo-calls. Due to relocating to Toronto, I also require a new phone number. Despite blocking over 50 numbers, I continue to receive calls from various area codes. My attempts to contact support have been unsuccessful, receiving an odd message about my internet not working. I am frustrated with the lack of ability to speak to a representative about this issue. I do not utilize my data, and Telus is proving to be too complicated for the service I am receiving. If this matter is not promptly resolved, I will consider terminating my service at the end of the current billing cycle. The involvement of Telus in purchasing 5G products made using controlled labor practices is alarming.

I recently received my bill and noticed it is considerably high. I acknowledge missing a payment, but I am concerned about the excessive data charges and overages. I have encountered this issue in the past and suspect it could be due to my phone's auto-replies, although I typically stay on Wi-Fi and monitor my data usage. I believe that some charges could be removed, especially during this challenging time with COVID impacting my finances. Additionally, I would like to inquire about upgrading to a larger data plan or an unlimited package.

Koodo charged approximately $9 in partial fees for my plan from July 30 to August 5, which is valid. They also charged $35 for my plan from August 6 to September 5, which is valid. However, they erroneously charged $18.67 for partial fees for my plan from August 20 to September 5, double billing for that period. Even Koodo representatives acknowledge the error but claim they can't reverse the charges. I didn't change plans, but I had to change my phone number in mid-August due to a compromise that caused my contacts' texts to go to the wrong recipient. Koodo still charged me $10 for the number change, which was not my fault. I'm struggling to speak to a human at Koodo, only being able to interact with an unhelpful robot. Beyond frustrated with this situation and the company overall.

My phone was accidentally crushed, and Koodo has provided a replacement. I transferred the sim card and attempted to set up the new phone, a Samsung s10e, but it repeatedly shuts down during setup without any error messages. I have an old Nexus 5 phone with a Koodo sim card that I used before. Despite Koodo's website suggesting a simple sim card transfer, I am facing difficulties in reaching customer support. I tried contacting a Koodo store but struggled to connect due to the long waiting times. I am unable to take calls but can only communicate via email or visit a Koodo store, which is quite far away.

I believe I am being double-charged for similar billing periods. Typically, my $39.55 phone bill is deducted from my credit card on the 12th each month. After contacting PC Financial, they verified that the $39.55 charge on my Sep 12th statement by Koodo was for September, as usual. However, upon checking my Koodo account online, it indicates I owe $39.55 for the Aug 25th - Sep 24th billing cycle. This results in a duplicate charge on my credit card and Koodo account for the same amount. I am puzzled by this additional charge on my Koodo account and wish not to pay twice for one phone plan. I kindly request assistance to investigate this matter, clarify the situation, and eliminate the charge from my Koodo account. Thank you, M. R.