Koodo Mobile Customer Service Issues

I recently upgraded all my phone lines. I made one update with a representative online for a line, and I was satisfied with the options, except for not being able to access the $[redacted] bill credit. The other three updates were done online. I chose the plans with bonus features, but after completing the transactions, I did not see the bonus data. When I contacted the call center, I was told that the amounts already included the bonus data, which I find misleading. I have a screenshot of the offers, which clearly imply additional bonuses. As a loyal customer of Koodo and Telus, I am disappointed with this lack of transparency. I hope to find a resolution to this issue. Thank you.

I contacted Koodo on behalf of my uncle to change his plan to talk and text only with no data. Despite assurances, he kept getting charged for data. Koodo said they would reverse the charges and add an extra $3.00 monthly to turn off the data. He has been overcharged again, likely due to data, and the previous overcharges have not been corrected. The representative promised to call on June 7 to confirm the reversals but did not. It's extremely challenging to reach a person at Koodo, which is quite frustrating and inconvenient.

I recently switched from Koodo to SHAW after speaking to a representative who assured me there would be no charges if I left before June 27, [redacted]. However, I received a bill for $11.09 with unclear charges such as a "tab" and other unexpected costs. The representative had confirmed that I was all paid up. I fulfilled my end of the agreement, so I expect Koodo to honor theirs.

I visited a koodo kiosk at the mall to reduce my plan. The representative mentioned $30 per month as the lowest option available but suggested I reach out to a live agent on the website. By explaining my data usage habits, I might qualify for a plan with a lower price and a 500MB data cap. As someone who primarily uses Wi-Fi and is looking to save money wherever possible, this adjustment would be beneficial for me. Thanks! -Jesse

Dear Team, I am Surti Faizali from India, specifically Vadodara, Gujarat. Back in March [redacted], I ordered a Redmi Note 7 phone via WhatsApp from a sales manager named David Miettunen. Initially, I only intended to order one phone, and I sought confirmation from the sales manager about the company's policy regarding the number of orders accepted. Despite my inquiry, he went ahead and booked two phones, claiming one was free, leading to a total bill of [redacted] Rs for two phones. I proceeded to pay [redacted] Rs for this order. However, despite the payment, I have yet to receive the goods. I am now uninterested in the purchase and would like a refund following your company's policy. This refund should include the [redacted] Rs designated for insurance. The sales manager has failed to provide a satisfactory response and has even blocked me on WhatsApp. I kindly request your assistance in obtaining the refund promptly. The pending amount is Rs. 45,[redacted] for the past two years.

I've had numerous conversations with service representatives in the past week, but unfortunately, they haven't been very helpful or polite. My issues still remain unresolved, and every time I request to speak to a supervisor or someone else, I am told it's not possible. The workers provide their names but refuse to give out an employee number because they claim they are not allowed to do so. After this past week's experiences, I am contemplating switching to a different phone provider. I was quite dissatisfied with my recent interactions with the staff. It would greatly improve customer service if the staff had a better command of English to avoid language barriers that led to having to spell things out. It would also be more convenient if customers could speak to a representative immediately without having to wait for a call back or schedule one. Thank you.

Hello Koodo Customer Service, I recently obtained a loan from the bank and discovered that Koodo had erroneously marked me with an R9 and charged me $[redacted]. After disputing the charges with Koodo, they reduced my bill to $[redacted].90, which was a relief. However, when I tried to make a payment, the amount kept getting refunded to my account despite my multiple attempts. Eventually, Koodo sent the balance to a collections agency even though I had tried to pay it several times. I had a helpful conversation with a lady who assisted me in resolving the payment issue, with evidence of my failed payment attempts and our efforts to rectify the situation. The R9 on my credit report is a result of Koodo's billing mistake and refusal to accept my payments post-resolution. I request for this to be removed given the proof of my payment attempts and the billing error. I would appreciate a prompt response via phone at # [redacted] or email at [redacted] Thank you.

I have been a loyal KMJoodo customer for about 10 years. In May, I upgraded my phone to a Samsung Galaxy A51 through the local Koodo dealer in east Oshawa, Deepak. Unfortunately, very soon after, I began facing issues with the phone showing "not registered on network." Despite Deepak and another staff member trying to fix it by cleaning and replacing the SIM card, the problem persisted. I even received negative feedback from Deepak for giving the store a two-star rating due to my phone still not working properly. I have text messages from Deepak regarding this issue. Can you please help me find a solution to either repair my current phone or get a replacement to ensure it functions correctly without interruptions? Thank you for your assistance. - Allan Holt

There are many like myself facing challenges. At 73 years old, after experiencing multiple heart attacks and undergoing major surgery, I struggle to move around. I am unable to walk far and my plan has expired, leaving me unable to access a voucher. I only have PayPal, not credit cards, which is not accepted. Despite being promised a solution by a representative years ago, I find myself isolated at home without a phone or assistance. I cannot even contact a taxi due to lack of service. This has affected my government benefits, and I feel abandoned. It's disappointing that Koodo, a longtime service provider, cannot accommodate individuals in difficult situations like mine. I feel more like a statistic than a valued customer.

I recently received a letter from General Credit Services Inc. informing me of an outstanding balance with Koodo that I do not believe I owe. This situation has left me feeling frustrated and upset. Despite switching to Telus Mobility on Nov. 18, [redacted], Koodo continued to charge my credit card from Nov. [redacted] to Feb. [redacted]. After speaking with collection agents who advised me to contact Koodo, I learned there may be a time limit for resolving this matter. I have not received any bills from Koodo since Feb. [redacted] and have been making payments to Telus Mobility for those months as well. Telus Mobility indicated that they and Koodo collaborate on such transitions, but it seems that may not be the case. I would like to discuss this matter with a representative to find a resolution. I prefer telephone communication over email and would appreciate a call at my home number [redacted]. While I do have an email address, I find speaking with someone directly more helpful as I am not comfortable with computers. In case needed, my mobile number is [redacted], which I only use for emergencies while traveling.

I received my final bill from Koodo, indicating a charge of $[redacted].43 for a phone purchased or leased using Tab. We have no use for this phone. Although our switch to Shaw was for convenience and not due to dissatisfaction, this unexpected charge is frustrating. I have been a loyal customer for about 7-8 years and have never utilized my Tab as I own my phone. Please apply my Tab towards my son's remaining balance for his phone. If this matter is not resolved, I will return the phone. I have always paid my bills promptly, but I cannot consider this charge justified given my long-standing payment history. I am willing to return the phone if necessary. If this issue persists, it may affect my decision to continue with Koodo in the future. Thank you, Rick McKenzie, Koodo account #[redacted]3.

Hello, I am Haideh, a retired petrochemist. I visited the Best Buy at [redacted] Park Royal Mall on June 29th, [redacted], to buy a tablet. I was assisted by a clerk named ARAM. He sold me a Samsung Tablet with an unexpected telephone SIM card that signed me up for KOODO and FIDO accounts. I have been a loyal TELUS customer and did not wish to open new accounts. I returned the tablet with the SIM cards but later found a charge of $66.42 which I request to be canceled promptly. I never intended to get new phone accounts, and I hope for a swift resolution to this matter. Thank you. Best regards, Haideh

To Koodo Customer Service: I am currently facing some challenges with my bill payments and am at risk of being disconnected tomorrow, August 10th. I have been struggling with financial difficulties and am receiving assistance from a social worker to address these issues as I am behind on all my bills. When attempting to contact your customer service through the toll-free number, I was unable to access the chat service or speak to a representative. I kindly request a callback from a member of your team to assist me with resolving this matter. Sincerely, T. Bornais.

Good Afternoon, I prefer to talk to a real person, which I understand might not be possible. On June 28, [redacted], I received a letter from "Koodo" claiming I owe $[redacted].26 for an unpaid balance on account number [redacted]2. Due to the lack of a return address, I doubted its authenticity. I don't have any association with Koodo products. Can Koodo respond to verify this issue? You can contact me at [redacted] or [redacted] Thank you for your help. Best, David Q.

I need assistance cancelling my Koodo account. Every time I call 1-[redacted], I am directed to an answering service that attempts to send a text message, which I cannot receive on my landline at [redacted]. While I have enjoyed the service for a year, I am relocating internationally and wish to terminate the line. I believe my account is up to date and possibly has a credit balance. Effective immediately on August 13th, I wish to end my contract with Koodo. Having spent over an hour trying to reach a representative, I found myself redirected to a paid service for assistance, which I find unreasonable. I will document this communication along with any response received. Thank you, Vicki.

I visited a store in January to purchase a prepaid Koodo phone. Despite requesting prepaid, the employee set me up with a monthly plan. Realizing the mistake after receiving increasingly high bills for two months, I returned to have the employee change my plan to prepaid. In order to switch, I had to pay the outstanding balance on the monthly account. Subsequently, I received a $29 monthly bill, even though I now had a prepaid phone. Unable to reach a person at Koodo using the number [redacted], I'm directed to an automated system prompting me to request a callback online. However, I can't log into my account due to it being switched to self-serve, making it impossible to dispute the bill. Koodo has forwarded the bill to a collection agency named MetCredit, who consistently contacts me but doesn't provide contact information. Even though I settled the account to switch plans, I can't resolve this issue without a way to reach them.

I have previously purchased an iPhone 11 from Koodo along with a warranty and now require a replacement phone. I feel that Koodo has treated me unfairly and I am seeking legal advice to address several issues. I have evidence to support claims of negligence, false advertising, theft, contract termination, and a breach of privacy. Despite my attempts to resolve these matters, I am now facing collection proceedings. I have incurred expenses for repairs, identity theft protection, SIM cards, and legal fees due to Koodo's actions. I refuse to pay for a replacement phone that is still under warranty. I urge Koodo to contact me promptly before I proceed further with legal action. My lawyer is prepared to discuss this matter at your earliest convenience.

I was surprised to see a charge from a collection agency for an old number that I thought had a zero balance when I transferred the account. It was my understanding that, as a preferred customer with no costs involved, there would be no additional charges. This issue relates to a promotional agreement made in January [redacted]. Currently, my Koodo account shows a zero balance, so it was unexpected to receive a text from Met Credit. I kindly request a callback to address and clarify this situation. Thank you.

Hello, I recently helped a friend by purchasing a SIM card and setting up a basic plan with Koodo. However, it seems that my friend has not paid the bill, and I am now unable to log in or find out the amount owing on the account. I am concerned about potential charges on my bill, as I am unable to make a payment or even access the information. I am disappointed by the lack of assistance from Koodo. I would appreciate a call back from a customer service representative on Saturday, September 11th, [redacted]. My name is Allison Keller, and you can contact me at [redacted] or by email at [redacted] Thank you.

In August, 25th, at Surrey Central Mall, a Koodo Agent wanted to open an account with Koodo. The staff asked for all my ID and MasterCard, but then I realized the cell phone wasn't what I wanted. On my September MasterCard statement, I discovered that on September, 9th, Koodo had charged me $[redacted]. It is now November, and I need the wrongly charged $[redacted] to be refunded promptly. On October, 15th, I received a check for $24.45, but I require Koodo to refund me the $[redacted] instead of $24.45. Thank you.