Koodo Mobile Customer Service Issues

I was expecting a call back from a manager last week at [redacted], regarding issue #[redacted]. Will I receive the call today? Here's a summary: Last November, I bought a refurbished phone. On December 25th, I received the phone. In early January, the phone split in half, and Apple noted that the adhesive connecting the front and back was missing, indicating Koodo gave me a damaged phone. Callers couldn't hear me on the phone. Koodo sent me a new phone. In January, I tried to return the damaged phone, but the store wouldn't accept it, asking me to wait for a return box in the mail. In May/June, I was unexpectedly charged over $[redacted] for the phone not returned. Despite returning it on July 9 and 12, I'm yet to receive a refund by early September. Despite multiple conversations with Koodo employees, they haven't resolved the issue or provided a refund. It's frustrating, and we need a resolution.

To whom it may concern, I have been a dedicated Koodo customer for over four years. I have always paid my bills on time without any delays. Unfortunately, I recently missed payments due to a change in my credit card, which was an oversight on my part. I have now updated my payment details to prevent this from happening again. I take my commitments seriously and have a proven track record as a reliable customer. I kindly request to have the late payments removed from my credit report. I value the relationship I have with Koodo and assure you that I will continue to make timely payments moving forward. Thank you, S. L. [redacted]

Hello, I'm Daniel Proulx, and my customer account number is [redacted]0. I recently switched from Telus to Koodo after being a Telus mobile customer since [redacted]. After joining Koodo through their TAB program, I purchased a Pixel 6 phone. Unfortunately, I experienced numerous issues with the phone setup and its operation, which was quite disappointing. The customer service I received was also lacking. I contacted Koodo's corporate office in Langley, BC, and arranged for a full refund upon returning the phone, which I have already done. My concern now is the accumulating TAB charges on my monthly bill. Since the phone was not meeting my expectations, I am waiting for the credit to be applied to my account and the TAB charges to be removed. Therefore, I have decided to deduct the TAB costs from my invoice and wanted to inform you of this action. Thank you, Daniel Proulx

I was on the phone with the loyalty department, and they hung up after confirming my telephone number. It seems they may not need our 5 lines anymore. Originally, we had 6 lines, but I've moved one. I couldn't even get a callback for another 2 days, so it looks like Sunday will be the earliest. By then, another person may have signed up. It's frustrating waiting for days on end for nothing. This situation started on Monday, and it will be a full week before I speak to somebody from the loyalty department. Really!?

I need assistance with my Koodo Mobile bill due on October 20. Typically, I pay around $35, but this month it's $95. I'm trying to reach a customer service representative over the phone, but the virtual assistant won't accept my 8-digit account number from my Koodo agreement. I prefer not to communicate via text or provide my Visa card information in an online form. Thank you.

I received a notification on my Koodo Mobile device stating my balance due by October 20 is $95.00. My normal monthly bills are usually around $35.00, so this amount seems unusually high for me. I do not engage in texting, and no one else has access to my phone. Unfortunately, I do not have an online customer account for self-service. I have attempted to contact Koodo customer service via phone but have been unable to speak to a representative as I keep getting directed to the virtual assistant. The virtual assistant is asking for a 4 to 5 digit account number, however, my account number is 8 digits long as outlined in my Koodo agreement. Despite providing the correct number, the virtual assistant claims it is wrong and disconnects the call, leading to a frustrating experience. I kindly request a callback on my landline at [redacted] in Edmonton to address this unexpected bill amount. My name is Debbie McNeill.

I recently noticed a Toll-Free call charge on my bill, causing a delay in payment. Being a senior on a fixed income, unjustified costs are difficult for me to manage. Also, there seems to be an unfair charge for a What's App call my husband made to a friend in Mexico City, despite following the correct procedure to avoid long-distance charges. Interestingly, previous What's App calls made to our son in St. Maartins did not incur any charges. Speaking with Koodo agent, Hansel, was helpful in addressing these concerns. However, I encountered difficulty contacting him again due to Koodo's new "Middle-Man" feature, complicating the confirmation of the charges' removal on my upcoming bill due on 3 October [redacted].

This morning, I logged into my mobile banking and noticed that Koodo withdrew the full amount of my phone bill, leaving my account at -$[redacted]+. I am a single parent of five kids and rely on my upcoming tax return of $[redacted]. I have always manually paid my phone bill through the "Bills" option on my banking app and never authorized automatic payments. Koodo used my payment details from past online purchases without informing me. I attempted to contact them multiple times today but only received options for callbacks starting tomorrow, coinciding with my tax return deposit. As a loyal Koodo customer with multiple lines, this situation has never occurred before. I am distressed about being left with a negative balance and no access to my tax refund to support my children's needs. Please assist me in resolving this urgent issue.

I've been attempting to access our account to review payments to you, as I believe I may have fallen victim to a scam by someone claiming to be from Koodo. They offered a new phone and a discount on our account, and now I suspect unauthorized charges on my credit card. Upon entering my email address for login, it was rejected, despite having used the same email for over 20 years. I also tried to request a call back from Koodo but was told my phone number, which I've had for years, was unrecognized. I am eager to resolve these issues and would appreciate assistance. My email is [redacted], and my phone number is [redacted]. Thank you for your help. - DC

I have wireless home phone service. When someone tries to call me, the phone rings once, disconnects the call, and shows it as blocked. This started after I contacted customer service to inquire about hiding my number when calling others. While I made this request over the weekend and had no issues then, in the last two days, four callers were disconnected after one ring. Resetting the unit did not fix the problem. I am frustrated because I can't reach customer service without a cellphone for text verification. I need to speak with a real technician to resolve this frustrating issue promptly.

I purchased an iPhone 13 at my local Walmart with the expectation of receiving a $[redacted].00 gift certificate. However, when I asked for it after the purchase, the salesperson informed me that I was not eligible due to certain conditions. I expressed my disappointment as I believed the offer was the reason for choosing this phone. The salesperson admitted to forgetting to inform me about the conditions, despite knowing my decision was based on the gift certificate. Feeling frustrated, I am considering returning the phone and switching providers if I do not receive any incentives for my loyalty as a koodo customer. As a loyal koodo customer for approximately 12 years, I have not received any offers unlike other phone companies that provide great incentives. For instance, my sister recently received a $[redacted].00 food certificate from her provider. I am open to exploring what options and incentives koodo can offer me to continue my patronage.

Dear Koodo Staff, I am writing to express my frustration with my recent experience traveling to Halifax in June [redacted]. I was shocked to discover that I had exceeded my monthly data usage and was charged an exorbitant fee of $17 for 50 MB of extra data through wsp. Additionally, I attempted to recharge through DING to avoid these charges, but my international recharge was blocked, as confirmed by DING. Since then, my bills have been higher than usual, with a recent demand of $[redacted].35 due on October 14, [redacted], which I promptly paid. I am dismayed by the threat to suspend my service on October 18, [redacted], despite still owing $70, which will be settled by the month's end. As a loyal customer of 10 years, I feel disappointed by the lack of consideration and promotions offered by your company. I urge you to review your system to prevent any further inconveniences. If this issue is not resolved, I will have no choice but to switch to another provider with my family and friends. I appreciate your prompt attention to this matter. Sincerely, Ricardo B. Account Number: [redacted]

I have been receiving multiple text messages claiming there is an error on my bill and prompting me to click a link for a refund. After discussing my unreliable house internet service with Telus, I have received about 10 of these texts. I find this concerning and want to cancel any current service to avoid being scammed. A representative mentioned an $18.00 charge, which seems to be from Telus, not Koodo. Whenever I am near the Telus internet box, my Koodo service cuts out, switches to data, and I get charged extra. This has led to me having to turn off my phone data completely, causing me to miss texts or incur additional charges. I am frustrated by the lack of clarity and am considering switching to a more reliable internet and phone service provider. I would like to stop receiving these texts from Telus and Koodo asking for my bank information for a refund. It would be better if any refund could be applied directly to my account to avoid any potential scams.

I recently received an iPhone XS Max, ordered online. Within a week, I noticed significant battery issues. The used device heats up and does not hold its charge well, even while in use. After dropping it due to the heat, the back is now cracked. Despite the battery health showing 91%, the phone's performance is unsatisfactory to me. I am seeking an exchange for the same model, an iPhone XS Max 64GB Gold. My online order number is #HFO[redacted]0, and my Koodo account number is #[redacted]2. The order was shipped on Oct. 19, [redacted]. Although I filed a service request (ID: [redacted]11) on Oct. 28, [redacted], I was only offered an iPhone 13 512GB as a replacement for $[redacted]. As I cannot afford this, and believe the device issue is not my fault, I am hoping for a straightforward exchange without additional costs.

I was a Koodo customer from January [redacted] to May [redacted]. I returned to Jamaica after experiencing a stroke and am now working on getting my finances in order. My stroke prevented me from filing my tax returns, and now I need my bills from that period to do so. Despite trying, I can't access my records using my email address. Is there a way for Koodo to help me access those bills? The account is under the name Keesha Raymond. My Koodo number was [redacted]. While I don't know my Koodo account number, I can see from past emails that it ends in ***[redacted]. I would truly appreciate it if my bills from January [redacted] to May [redacted] could be sent to [redacted] or if someone could reach out to me at [redacted]. Any assistance you can offer would mean a lot to me. Thank you, Keesha

I need assistance from the accounting department regarding my deceased father's closed account with a small credit balance. I was advised in September that this issue would be resolved in 4 to 6 weeks, but it has been 11 weeks now. I am eager to finalize his estate and would appreciate it if someone could look into this promptly to assist me. Thank you.

Hello, Over a month ago, a Koodo representative contacted me, and we agreed to switch services. When I received an email from Koodo, the plan outlined was not what we had discussed. Consequently, I did not proceed with the registration or utilize the SIM card to transfer my number. As a result, I am still with Freedom Mobile and not a customer of Koodo. I have been unsuccessful in contacting customer service via chat or phone. Despite this, I have received a second bill from Koodo, and I am unsure of how to cancel it. Any assistance would be greatly appreciated. Sincerely, Julia

I spent 90 minutes on your Chat Line yesterday trying to schedule a Live Agent phone call at noon today, Saturday, November 26. I need assistance with the following issues: - A promised $3.00 per month international phone charge waiver dating back to March [redacted], totaling $24 plus tax (This international feature was never requested by us). - Our original contract from July [redacted] specifies that all billing communication should be sent to my email address [redacted] and not to my mobile phone [redacted]. Despite my monthly calls to Koodo since July [redacted] to correct this, I still receive no email notifications of new bills. However, I quickly receive emails to inform me of late charges, affecting my credit rating. Koodo appears aware of my email address but disregards our contract's instruction to send bills there. Please contact me at [redacted]. I am eager to resolve this ongoing issue promptly. Thank you.

I currently have wireless home phone service with a 12-month promotion that costs $10.00 a month plus tax, starting from September [redacted]. My bill for November was $21.17, and I noticed a usage charge that was not previously displayed on my statements. When I tried to inquire about this through their chat option, the system only showed the total bill amount without clarifying the additional charge. I requested a callback regarding the discrepancy, but despite their message confirming a call back scheduled for Thursday, I never received it. After several unsuccessful attempts to schedule a callback and encountering technical issues on their site, I am frustrated with the lack of resolution. I am seeking assistance from customer support to address this billing concern promptly.

On November 28th, I visited your mobile shop to inquire about a new offer. When I attempted to make a payment for a tablet, there was an issue and a representative tried to contact your support team, which was closed. The representative mentioned that she would cancel the agreement. The following day, my old contract was canceled, and a new contract appeared via email showing I had obtained an iPhone 13 Max Pro with an increased tab amount and altered plan, even though I hadn't reviewed or received the phone. Additionally, I did not receive the [redacted] points promised. I am now being charged for the new contract and tab payment for a phone I did not receive. Despite contacting your support, the issue persists, and I was even charged a higher tab. When I try to access the online chat, I am informed they cannot call back to international numbers and that they cannot locate my number.