Koodo Mobile
reviews and complaints

I spoke with a Koodo representative before leaving Canada to put my account on seasonal hold for 4 + months. The representative said okay and my phineline got cut off. I no longer can use that number. That is what I wanted. But I went online to pay my seasonal hold bill (approximately $14 CAD), but the bill remains as though I still have my regular account.

So, I decided to close my account altogether, but since I am in another country, Koodo will not do a scheduled callback to an international number. The only other option is to close it through social media and I do not use social media.

I am beyond upset and need Koodo to step up the plate and perform excellent customer service with me on this urgent matter.

Yet, if I cannot even speak to a representative, how can I hold Koodo to account on this disturbing matter?

Nov.14, 2022

I recently had to get a new phone (my dog ate the other one). I went to a Koodo Kiosk. After talking with the rep he suggested I switch to Telus Mobility which I did...big mistake.

I got the new phone and I asked if there would be anymore charges to my Koodo account. I was informed that Telus would absorb the charges that were incurred as I still owed money on my own phone.

I received a bill from Koodo for the money owed for the old phone over 500.00. When I finally got through to a live agent I was informed that I could not talk to him as my phone is in my husband's name. He gave me authority to be able to make decisions on the account over 15 years ago.

November 3 2022. Made an appointment for a call back. Appointment for 230. It's 3 and still no call back. I've been trying to get a new phone because my other one was stolen. You suspend my phone. But would still try to verify on that same line. Now two and a half months later still no phone. Honestly

All I want is someone to fix this. Seriously poor customer service

On Oct 31, 2022 I was in Hamilton Ontario all day. A text message sent to me at 1:16pm was not delivered to my phone until 6:29 pm. I was in the city of Hamilton all day and I was also using my phone occasionally during this period of time. There is no excuse for this delay not to mention the inconvenience of driving for an hour at night in the rain because this message was not delivered. I am requesting a $50.00 refund on my next month billing. I have 2 phones on my account and if Koodoo wants me to renew my contract when it comes due Koodoo needs to address my concerns.

Dear Koodo ​Mobile customer services

I had big trouble with phone call conversations by Koodo networks, and ​I phoned your customer services department yesterday afternoon, I had Allen, Joe, and your technical support manager with me accordingly, and finally, your manager Ozi? told me that will provide me with a solution to switch my current plan to TELUS without a payment plan change.

However, yesterday afternoon, your manager was not able to complete the processes with Telus as the work hour was off, and then he told me that someone from TELUS would call me in the early morning for completing the service change, but the TELUS calls have never been SO FAR.

Could you please help me with the services to be done properly?

Weiwu Zhou [protected]

I am having a contract with Koodo since October 2020. I got 4 lines and was offered $10 credit for each line. The credit was corrected in November 2020 as the credit didn't show up in first bill. Considering this corrected. I never bothered to track the charges applied to my bills. As my contract is getting over this month, I checked the bill to find the exact last date of my contract and found that the discount applied is not on full as committed. I am being overcharged $1.07 per line for last 24 months plus I was offered an add on for free for entire contract period. They overruled their contract and started charging me for that since March 2022. It's not matter of amount as it looks small if considered me only but if you calculate all consumers, they are ripping off millions of dollars by their fraudulent activities. My total extra charges are

$1.07x4= $4.28

$4.28x24=$102.72+.13(tax)

=$116.07

$3x4=$12

$12x8=$96+.13%(tax)= 108.48

I was to some degree unhappy with FIDO so I approached the KOODO booth and asked about your service. However when I told FIDO of my discontent and

was planning on changing to KOODO, but I was informed I had an outstanding amount for 2 cellphones. One was being paid down over the term of the contract

and the other one I paid off in 3 payment, So after talking to their credit

manager it was decided that I would have to continue with their service which would be paid out in about 18 months.

So what it comes down is you have come up with a bogus claim for a service I don't use. I have the SIM card and business card of the agent (in Square One)

and told her that I was unable to change my service.

RE Account #[protected]

I have been a happy KOODO customer for years.

But on my account is a tablet, which I agreed some months ago to accept ‘free of charge’ IF AND ONLY IF the tablet would share the data that I purchase each month for my Koodo phone, #[protected]. The salesperson and I agreed that I would NOT be paying for additional tablet-specific data when I rarely use the data I already purchase.

But:

The tablet does NOT share the data; it never did. So--beyond initial setup--I have not used the tablet and will not use it.

This was NOT what I agreed to. I made many phone calls to try to get Koodo to abide by our original agreement. I have asked for a copy of our signed contract. No one paid any attention. In frustration, I gave up months ago--but now I'm back.

Now I ask you to :

- cancel the monthly fee

- take the unused tablet back, and

- refund what you have charged me for this tablet since inception.

Thank you very much.

Mary Gunter

[protected]

531 Esther Street

Pembroke ON

K8A 3E8

I had no data oct 7,2022 around 4pm, I tried to contact customer service, no customer service or chat was available and I did not receive a call back ,I lost so much business, not happy with your service, this is not the way you are treating new customer, you do not have live customer service , let me know what you can do now and do i have the same problem in the future or not. [protected]

All I wanted was a new phone. I was happy with my services, didn't need any changes. Which I told the salesman at the super store in Ajax, ON. He change my services which and did not put my long distance service for the United STATES. MY services which was about 200.00 a month , now is about 450.00. per month. I did not ask for a change to my services. I got a new phone about July 2022. as of Oct 2022 my bill is 1126.12. I did not request any changes. I willing to pay my ,but not the long distance. When I spoke to a customer service Sept 20. 2022 about 7.pm she advised me that there are changes? no one told me. Also when some want to take to a real person, they should not have to go to a store to get a billing person. I will pay my reg. bill with the phone (37.00) . not the long distance. Please fix my bill. S.Sharp.

aja

I am filing a complaint on buying 100 dollars worth on minutes and it wouldn’t let me add them to my account I have no internet data or services to connect to the outside world which I am very depressed suicidal and I put money towards your guys services and now I am incapable with connection all month. This is very depressing to my health. Also I cannot contact anyone in regards to these things because you guys don’t have real employees to answer and fix these problems. The worst phone business I have ever put into my day to day life there is no trust or reliance on your company and I am so upset and feel so disrespected you would allow this to happen.

I was charged $80 extra for roaming...while in Italy... I turned off my data and everything else... Because I know the ridiculous fees that Koodo charges...But I still got charged $80.00 for Roaming...When talking to the customer service rep he confirmed that NO DATA was used... I was told that it was because I checked my messages... I did not touch that cell my whole trip to Italy because of the RIDICULOUS FEES. I want my $80.00 that you stole from me back! I was told that I would get a phone call from a manager and if I didn't answer the matter would be dropped... I work full time to afford the money that you Rip me off.. this is wrong and Koodo should be ASHAMED of themselves... Your stealing money from hard working people... I will be contacting the Better Busines Bureau and the(CCTS) Commissions for Complaints for Telecom and Television Services to file a complaint...

We have been charge $198.00 long distance charges to Africa. Two conversations with Koodo rep., our first call we were told that our account would be credited and apologize of the error, then our conversation was cut off. Second, conversation today August 27th, telling us that we are responsible for the charges. We were told that the call was made from our cell phone in a different municipal that we live. We do not have any family or work connections in Africa. My husband's cell phone calls are no longer then 10 minutes. Our conversation today was extremely disappointing as we have been loyal Koodo customers for many years and our concerns were not heard.

I set up a callback service this past Wednesday because the AI program on your system does not understand my question. Clearly I need a person to speak with.

Appointment was scheduled for Friday, today, at 12:30. I'm still waiting. No call back.

I did receive a text message a call was on it's way...and I've been waiting now for 20 minutes.

Plus, while I'm at it...you list a location for Koodoo service on 22 hundred block East Hastings in Vancouver . That shop has been closed for some time now. I found out by walking there on the HOTEST day of the year. Way to treat people

And your AI bot was designed by a grade 10 student.

-I recently purchased a phone from Kudoo by calling their toll -free number

which sales agent provided me with a 2 year contract

-I explained to agent that I wanted shipping waived and sent by Canada post

-she explained that it had to be sent at address on file but I re-advised her to sent it by Canada post and that I can retrieve it and the post office since I was not home. The agent reassured me this was not a problem.She advised me to complete a survey before hanging up ,which I gave her tops score which I have since regretted.

- I got a notice by email in 2 days later saying it was shipped by UPS and signature required.

-Since I was out of area I was not there to get it and finally managed after 10 days to convince UPS to drop it off at UPS access point

-I called back yo talk to Kudoo salesagent to explain this and was told that this was a customer service issue and the only way to contact them was by chat.

-So basically we have your contract and the service after is a nightmare.

-I have attempted over 10 times by chat after arguing with the virtual bot that I want to talk to agent and not pay my bill that I got a date and time for agent to call me back which was more than 48 hours.

-When they time came, surprise surprise no one called back

This is terrible way of thanking clients for their patronage and am now attempting to chat again to get answers or cancel my services( 30 days) and will never buy a phone again with them or TELUS who probably closed down the customer service department when they took over in the good old days when I would talk to a human being and get excellent customer which I used to be proud of when I came over to Kudoo over 10 years.

Schedule call back goes straight to my voicemail. No chance to answer the call.

I need you to call me back and give me a chance to answer the phone.

My account number is [protected]

I am to pay $41 dollars per month

I’m being charged $103. Please explain?

Yesterday I call koodo for help service. I need to go to lebanon next week and I call to put my phone on roaming mode. The girl responding to my phone was unprofessional, not interessted at all if I stay with koodo or I leave.

She tell me easy change your sim card in lebanon and put a Lebanese number. Already I explain to her I have a medical condition, chronic disease and I have to be all the time able to respond to my doctors, hospital,... but she's not interessted at all. I tell her I have to change to another company because before with virgin I have this service and it was sooo easy. She tell me ok. But I tell her it's not my error, I have to pay all the phone price. He is until now in the box, she tell me no you can returned only in two weeks after the contract. She tell me it's your problem, you didn't read in the website it's not cover lebanon before signing the contract.

Very bad service, very bad customer service. Of course if somebody ask me about koodo, I tell them it's the worst service I have.

Yes hello I have been waiting and waiting for someone to contact me about this ongoing investigation that I was told I am not liable for, well this fraud has now led me down a road of 7 individual mobile deposits of the cerb payments that I am now being charged with. They want nine years in total from me, now I didn't commit this and I will say it again I didnt commit this! Now with my lawyer I am yet receiving texts stating I will not make it to trial and should take the deal presented. Now if that doesn't scare you well they these frauds and yes I do know who u [censored]ing are. Should be going down for what u did to my account. Now I have court in eight days eight flipping days and I need a something presented stating I am not liable for anything that did or happen with this account considering. This account was closed way back in september 2019! Now that being said it this that I need for court or I will be coming after you legally considering ill be serving time for a crime I never commited.

Today is July 21st 2022

I am letting you know that once again my wireless home phone is still not working and I have had complaints that the sound is grating on the nerves and at time sounds like I'm in a wind tunnel. I had previously tried to get it fixed and this was a newer one I had bought this spring and took it in for repair but was assured it was working. I did not know until recently it is still having the same issues so I believe it is the unit itself. I have spent a lot of hours on the phone and running back and forth to the store and would like this cleared up ASAP, as I am really getting tired of having not gotten a decent phone that people would like to talk to me, but instead they have to hang up because of the irritation.

Good day. I am writing today regarding my cell phone number [protected]

I believe in Feb or March of this year I was charged over $800 for a phone call I made to the OHIO USA, The purpose of this call was to talk with a family member about my mother and her health conditions that had caused her to be given a timed time to live. As you will see through my history this isnt a regular call that I made and in fact I believe that I call a few time in the span of approx 1 mth or less.

I called the number under the assumption that I was told by the service rep that signed me for a phone i had anytime calling to the USA. For any moment I would have thought i would be charged for this call in the excess of $800 I would not have made the call.

I am now stuck with a horrendous phone bill that I am not able to pay due to finances .mental health issues and caring for my mother who is palliative which leads me to not be able to work or work limited hours. I am certain that someone at Koodo can relate and help me out to remove that big charge so i can get my service running again. I absolutley need my service for purposes related to my moms health and also for me to have contact with my work and also so i can reach out anytime i need to to my counsellor i am seeing because of my mental health. Not having acsess to my phone service has caused me alot of stress in itself and i feel hopeless as to what to do and that is why i am reaching out. I havent been able mentally or emotionally to focus on contacting Koodo until today because it has been tough. I need to be able to work with someone in order to have that charge eliminated because you uys can see through my history it is not the norm for me. These past 2 years have been very difficult finacially for me and most likely everyone. I am putting myself out there and talking about sensitive issues because i need to take care of this to have it resolved. It is very hard when being primary care giver to someone who is pallative...worse when its your parent. I need to have my phone service restored so it is possible to keep in contact with my moms healthcare providers and appointments...fill forms...meds etc and also for work purposes. Also if anyone at Koodo has doubt about my current situation i have no problem providing proof, This call in question was not intended to be made if i was going to be charged over $800 I mean who in thier right mind does that. I believed what i was told by the service guy and had no idea it would result to this.

Regards

Kimberly Mcleod