Koodo Mobile Customer Service Issues

I have attempted to reach your customer service team for several days without success. It has been challenging to connect with a representative at your company. I am located in Toronto and will be visiting Montreal for the upcoming weekend. I am interested in knowing if there are any additional charges for using data in Montreal. Specifically, I have a 3GB data plan for $10 monthly and would like to confirm if I can utilize this in Montreal without extra costs. I kindly request a prompt response as I have spent considerable time trying to clarify this simple inquiry over the last few days. I need this information to ensure I can use my data without incurring unexpected charges. Thank you for addressing this promptly. Larry C

My partner, an elderly farmer with limited computer skills, selected Koodo as his phone provider, unaware of their electronic customer service. He faced recurring disconnections due to not receiving invoices (only accessible online) and inability to switch to mail. After transferring his plan to my Telus account and paying off the last $[redacted] bill, Koodo incorrectly marked him as having unpaid fees, affecting his credit. I spent seven hours rectifying this with Koodo, but his credit is still impacted. TransUnion advised Koodo must fully remove the account or the issue remains for six years. Despite Koodo's unresponsive helpline directing me online, then abruptly disconnecting, I managed to request a call back via online chat. The urgency lies in his need for farm financing, and I am frustrated by the process.

I am on a $25 plan that includes picture messaging. However, I am getting charged for data usage despite blocking all apps from using background data. I only turn on data briefly to receive a picture and then turn it off. My daily data usage is less than 300kb as shown in my account activity. I want to use the service I pay for without unfair charges. I don't want to call customer service and be told I can't be reimbursed for the data used.

As a new Koodo customer, I'm looking to set up a standing order for my bill to be paid through my bank account. I've noticed the system is requesting my credit card details. Can standing orders only be processed with credit cards? I've been struggling to reach a live representative as the voice chat was unhelpful and directed me back to my account sign-in page. I appreciate any assistance you can provide.

Hello, I am writing about my landline phone number [redacted] with voicemail. I recently paid my bill on VISA for Nov 10 and Dec 10, including late charges totaling $48.36. I have not paid the remaining $96.32, which is related to a $86 Long Distance charge plus taxes from October 25th (Item 45 on my bill). Despite making that call using an independent phone card on a Sunday, this charge should not be on my Koodo Bill. I've encountered this issue before and had to dispute it. I am requesting the removal of the remaining charge and a prompt response to this email. Thank you, Dasha D.

I purchased my Samsung A50 from Koodo in late January [redacted]. This morning it was working fine after unplugging it from the charger, but within an hour it completely died. I've tried recharging it and even removing and reinserting the SD card, but nothing seems to work. I've been attempting to contact Koodo using two different phone numbers, but the automated system only offers to text me, which I can't receive as my phone is dead. I'm unable to speak to a representative, and this situation is incredibly frustrating. The poor customer service is disappointing. Please advise on how I can proceed to have my phone repaired or replaced. Thank you, P. Maletic

My phone, less than a year old and under warranty, is dead. I tried to recharge it even though it was plugged in all night. I also removed and reinserted the SIM card, but it remains unresponsive. After being transferred to a company that requested a sign-up for troubleshooting, I believe Koodo should handle this, as they sold me the phone. I am frustrated as I attempted to contact Customer Service via phone, but the automated system wants to send a text, which I cannot receive with my dead phone. - P. Maletic

I am concerned about the $45.00 plan advertised with 2GB of data, unlimited minutes, and messaging. Currently, Robin Rozario ([redacted]) is on a $45.00 plan with only 1GB of data despite having the same price. It seems unfair to pay the same amount for less data without prior notice. Being long-time Koodo Mobile customers, this situation feels like a breach of trust, especially as we discovered it while considering an upgrade. The inability to access our other family members' plans due to site outage and the challenge of speaking to a customer representative further complicates matters. We seek a swift resolution, requesting either an improved data plan or reimbursement for the inadequacy. A prompt response, preferably by phone at [redacted], is crucial. Thank you.

I have an outstanding balance with Koodo Mobile that I'm disputing and unable to pay in full. Koodo is threatening to send my account to collections. Getting in touch with Koodo is difficult even with their callback service. I'm requesting a suitable contact number to discuss my situation and potentially negotiate a partial payment agreement. I believe speaking with a manager or supervisor is necessary to address this matter effectively. My aim is to settle the overdue amount by paying a fraction of it, around 1/4, as that's all I can manage. Although they've terminated my services, sending my account to collections won't help them recover the full amount. I hope to reach an agreement with Koodo to resolve this matter amicably.

I recently bought a prepaid plan and SIM card from Koodo. I inserted the SIM card into my unlocked phone at the kiosk. The battery was dead, so the Koodo representative advised me to charge it at home, but now my cell phone keeps showing "no service." I am using an Apple iPhone 6s, and I can't get it to work. How can I resolve this issue? Please contact me as I am currently using a different email address than the one I provided at the time of purchase. Thank you.

Subject: Billing Issue Regarding International Calls Hello, I recently noticed a charge of $[redacted].00 on my December bill for international calls. My phone's roaming setting is always turned off, and I was surprised to see international calls were made to Point Roberts, just south of Tsawwassen, BC. I was not aware this was possible on my plan and do not wish to pay this charge. I have been trying to resolve this issue for two months, but phone calls only direct me to chat. Visiting a Koodo store in Port Alberni did not help either. I urge you to address this matter promptly as I have dealt with this for too long. If I do not receive a response within a reasonable time frame, I may switch to another provider and file a complaint with the CRCT. Please remove these charges from my bill. I can be reached at [redacted] Thank you.

I am using a Samsung Phone A6, and upon receiving my bill today for $[redacted], I was surprised as my regular budget was $80 per month. I was assured by a Koodo manager that nothing would change with my new phone. I have never needed to use my data for text messaging before, so this discrepancy needs to be addressed and resolved promptly. I am truly disappointed with this bill, as I utilize my phone in the same manner as before, and this has never been an issue. If my plan remains unchanged from my previous account, there should be no reason for such a high bill from Koodo. Despite spending all afternoon attempting to reach a live person, I have only encountered automated options. I am seeking a phone call to discuss this matter urgently, as I prefer not to communicate via email. This is the second time I have had to contact customer service about my bill. Sincerely frustrated, Alyx from Lexington.

I am Huibrecht B. I received an email in March notifying me about being charged for international SMS, which I then canceled from my plan, believing my husband, James, never had it. Surprisingly, we both got billed for it. After revisiting to deselect it, I now face charges for its removal. Kindly credit all fees associated with this add-on as I neither used nor desired it. A confirmation email would be appreciated. We prefer to have no add-ons or extras. Thank you.

Hello, my name is Stephanie, and I am contacting you on behalf of my father, Enriquito Ayon. Recently, he was charged $44 for a long-distance call made to the Philippines on March 13, [redacted], at 12:41 pm, which he claims he did not make. The call lasted for 88 minutes and was received by someone he does not know, Emily Rose Lechee Korma. We attempted to contact her, but the phone number provided was out of service. My father does not have an international data plan for long-distance calls and usually uses Messenger for communication. It is concerning that this call does not appear in his call history. We request a swift resolution to this matter and appreciate your assistance. Thank you.

I faced issues with my phone not connecting to data or WiFi, so I sent it to Apple for repairs. They emailed me about a repair cost of $[redacted]-[redacted] as my phone didn't meet warranty requirements. Unfortunately, I missed the email and couldn't respond. When my phone returned, it had more damage than before, and my sim card was stuck in it. Apple returned it in worse condition, and now my sim card is missing. I've been unable to use my phone since April 6th, despite paying my bill up to April 2nd. Unable to afford a phone plan for a device I can't use, and without a sim card, I'm seeking help to cancel my services. This situation has affected my ability to work while in school. I appreciate any assistance in discontinuing my service with Koodo. Thank you, Koodo. Regards, C. Paul

Since moving to New Brunswick, Canada, near the U.S. border, I have been facing roaming charges due to connecting to U.S. towers. While some charges have been resolved, I recently received my bill with $24 in roaming fees, despite being advised to connect to Koodo towers only. I received a puzzling text welcoming me to the USA when I haven't been there. Despite attempts to address the issue with customer service, I have encountered rudeness and lack of assistance. This ongoing problem has been frustrating, and I expect better service from Koodo if I am to continue being a customer.

I signed up for your service, and there was a mistake made. Initially, I approved a phone delivery, but then received an email two days later stating I needed to verify my identification at a Koodo store. Despite doing so, the initial order went through without my knowledge until I received an email weeks later about a cell phone plan I didn't authorize. I've contacted multiple agents without a resolution. UPS confirmed no one signed for the phone, and there's been no activity on the SIM card. While I've had experience with various carriers, I appreciate Koodo's service. It is vital to rectify this issue promptly since the unauthorized account remains active. I kindly request assistance with this matter. Thank you and I look forward to your response.

On April 26th, I purchased a refurbished iPhone from Koodo. Unfortunately, the device is experiencing notable issues like erratic typing and ghost screen effects. Despite attempts to fix it, including help from technicians and Apple service, the problems persist. Apple has suggested taking it to a store for inspection where multiple technicians agree that the screen is likely defective and not an original Apple part. Given that the phone is practically unusable due to these issues, I am requesting that the display screen be replaced under warranty. As I just acquired the phone and have a two-year payment plan, I believe a replacement phone or a free screen repair at a Burlington repair store is necessary.

I am extremely frustrated with your virtual service and want to cancel it. I find it difficult to navigate and communicate effectively with it, making me feel overwhelmed. I am looking to lower my plan until I can switch to a different provider to transfer my number. The service quality is poor, and I am unable to send texts from either of my numbers. I have been attempting to reach out for weeks but have had no success in getting assistance. This virtual system is not user-friendly, and I no longer wish to continue using your company's services. I would like to reduce my bill, however, I am unable to do so due to the issues I am experiencing with the platform.

I am looking to speak with someone regarding the recent threat to discontinue my service if the outstanding balance of $[redacted].83 is not paid by June 30, [redacted]. My monthly bill clearly indicates a due date of July 3, [redacted]. Historically, my bill due on June 3, [redacted], for $[redacted].90 has always been paid on the 15th of the month, which aligns with my payday. I am surprised at the urgency displayed by Koodo, as I was not aware of any financial difficulties. I have been requesting a change in the billing date to the 15th of each month, as originally arranged when I started the service. If this cannot be accommodated, I may have to cancel my service and initiate a new one with a more suitable payment date. Thank you for your attention to this matter.