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Business Profile

Telecommunications

Koodo Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Koodo Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

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Koodo Mobile has 8 locations, listed below.

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    Customer Complaints Summary

    • 377 total complaints in the last 3 years.
    • 109 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid a bill to Koodo for $367.55. This was to the wrong phone provider. I have been waiting 6 months for a cheque. My request was sent back in May 2024. * ** *** ** **** ****. I have proof of all my callbacks, emails saying my cheque is on the way. I have had calls multiple times and been left with nothing but ***** promises the cheque is on the way. I have called been transferred to financial teams *** ** *** *** **** *******. * ** ** ******* **** * ****** **** ** ******** **** ** * ****** ****** **** * **** ** ****** *** **** **** ****** * ***** ***** ******* ****** * ** *** ****** *** ** ***** ************ ********* ** ***** ***** ******* **** ** ***** ** ******* ***** *** **** *** * ****** ** ***** ********** ** ***** ** *** ****** ** ***** * ** ******** ***

      Business Response

      Date: 25/10/2024

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome. This matter is now considered closed by this office.
      Sincerely, 
      Koodo Mobility team

    • Initial Complaint

      Date:01/10/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today Sept 29th 2024 I contacted my mobile carrier Koodo, about an overcharge on my bill. After dealing with that issue, i was made an offer to integrate my mobile with their sister company ***** and i would receive 30 dollars off my monthly plan and get more benefits such as unlimited data etc. I was told i would have to get a credit check though and i was very confused by that as i always pay my bills on time and i have been a koodo customer for 11 years and a ***** customer on and off for 40 or more between with some years being with ****. At minimum the last 10 straight, for sure with *****, for them to look up any payment history for both ***** and Koodo companies. the rep said everyone has to do it and its a mild hard hit. Stupidly i agreed. I had at this point been on the phone with him for over and hour and a half and just gave in. After hanging up i got a confirmation email from ***** and it was nothing like what i had agreed to! So i called them and they told me that this contract was for 2 years only and then my bill would double!! I never heard about it being a term contract! I also wasn't getting unlimited data and they wanted to charge me a 70 dollar connection fee. I told them forget it but they would have to get ahold of ******* and ********** and tell them they had made a mistake and to stop the hard hit on my credit and they told me they cant do that. * ** **** **** ******* **** ****. **** ** ** ****** ****** **** **** ****** **** *** ** ******* *** *** ***** ***** **********

      Business Response

      Date: 05/11/2024

      We have made our final attempt today and had no answer.

       

      In the meantime a credit amendment form was submitted on behalf of the customer and the customer will see an update on their credit report in 30 days

      Customer Answer

      Date: 15/11/2024



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      ***** ********

      Business Response

      Date: 18/11/2024

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. ***** Mobility has spoken with the customer regarding their concerns towards their ***** Mobility Account and they have been advised on our policies and we have reiterated our position. This matter is now considered closed by this office.
      Sincerely,
      Koodo Mobility Team

      Customer Answer

      Date: 19/11/2024



      Complaint: ********



      I am rejecting this response, because they are saying they did a legitimate credit check based on my approval, but that is NOT TRUE!!! **** ****** ***** *** ***** ** ***** ****** I would never had agreed to them doing a credit check if they had not **** about the offer, *** **** ****** ******* ** *** *** ***. I was told my bills would be way less, and I specifically said well how do i know ***** wont just make my bill way higher in 6 months and he said, no no no it wont change, it will just become your new rate until you change it. **** *** * **** ***! ***** told me my bill would doubled after 2 years. Now they are saying that they can not reverse that credit check. I would like an apology letter from them ******* **** **** ***** *** **** ***** ***** ********* so that i can take it to the credit bureau's and hopefully not have a tarnish on my rating. 




      Sincerely,



      ***** ********

    • Initial Complaint

      Date:09/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use to be a customer with Koodo mobile for my mobile phone but have recently switched providers. I accidentally made a payment via E-transfer to my old koodo mobile account (*** *** **) of $322.86 instead of my new provider. I did not relize my mistake until weeks later when I missed my payment with new provider.
      I contacted my bank to reverse the mistake where I was directed to co tact the company I paid and ask for an internal investigation. Koodo is denying helping me saying the account is closed (yes it is but the payment has been taken). I do have proof from my bank and accounts as to where I sent the money. I need my money back as soon as possible .
      The investigation number koodo provided is ********* but was told to go back to my financial provider for a resolution which my bank can not do.

      Business Response

      Date: 19/08/2024

      Dear
      BBB Administrator,


      Thank
      you for bringing this customer's concern to our attention. We have confirmed
      the issue has been addressed effectively and they are satisfied with the
      outcome. This matter is now considered closed by this office.  

      Sincerely,

      Mobility Resolutions

      Customer Answer

      Date: 20/08/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** ********

    • Initial Complaint

      Date:09/08/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Earlier this year I took out a 2 phoneline account with Koodo. It soon became clear that Koodo coverage was lacking, and I moved one account to ****. As soon as my number had been transfered to ****, I scheduled a callback through Koodo assist, and cancelled the second line.

      Shortly thereafter, I recevied a bill. I have paid this bill, and got a receipt.

      Today (Aug 8) I received a bill for the current month service on that one line.

      I attempted to use Koodo Assist to set uip a call back.

      Koodo Assist on clicking the icon, brought uip the usual choise of Prepaid or Monthly.

      I clicked Monthly.

      That pane goes white. There is no place to type.

      I found a 1-866 number. Koodo answers this but after a bunch of prompts says that service begins with Koodo assist.

      I tried to respond to Koodo's notification of bill. It is sent from a "Do Not Reply" Address.

      There seems to be no way to contact Koodo

      Resolution:

      A: Finish cancelling my account.
      B: Once cancelled I want no further contact with them.
      C: I would like to see this case or a similar one be used by the relevant government agencies (Fair Trade, Communication? Others?) as is should be trivial for a client to talk to a human being about a problem. I've now spent two hours on this.

      Business Response

      Date: 09/08/2024

      Dear BBB Administrator,

      Thank you for bringing ******** ********** concern to our attention.  There was a misunderstanding with August 5th bill, there was actually a credit balance owed back to the customer and not an amount owed to Koodo.  We have confirmed the issue has been addressed and they are satisfied with the outcome. This matter is now considered closed by this office.  


      Sincerely,

      Koodo Mobility Resolutions


    • Initial Complaint

      Date:02/08/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Koodo sent me a letter saying I owe them $304.50. I've never had any business doings with them.
      My x wife previously had a phone service with them that was SUCCESSFULLY imported by ****, on April 23 2024. The account number they are bothering me about is, ********. Thank you

      Business Response

      Date: 16/08/2024

      Dear BBB Administrator


      Thank you for bringing this customer’s concerns to our
      attention.We have confirmed the issue has been addressed effectively and they
      are satisfied with the outcome. This matter is now considered closed by this
      office.

      Sincerely,
      ****


      Koodo Escalations Team

      Customer Answer

      Date: 19/08/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** ******

    • Initial Complaint

      Date:25/07/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was contacted by Koodo on May 26th about an offer for a new phone and rate plan. I called Koodo on May 28th and selected a rate plan and new phone. On May 30th, Koodo informed me that they had shipped my phone - there was no tracking information included on this shipping information. On May 31st, *** attempted to deliver the phone and left me a note saying they were going to drop of the phone at ***** ***** for pick up. On June 1st, I attempted to collect the phone from ***** *****, but it was not there. On June 2nd, I attempted to collect my phone again, but it was not there. Since ***** ***** was closed on June 3rd, using *** portal, I requested that *** attempted to deliver this to my address again. On June 6, *** included on the portal "Damage reported. Merchandise is missing. *** will notify the sender with additional details. Unable to Deliver. The delivery change was completed. / The package was undeliverable and has been disposed of according to the local guidelines". I called on June 5th to Koodo and they said they needed 30 days for an investigation. I called again on June 11th to Koodo requested if they had a rental phone or if an exception could be made ** * *** ********** *** ****** * ******* *** *** ** ******** ******** ** **** ***** They said no, they needed 30 days. I called on June 8th, now over 30 days, and they said they still needed an unknown number of days for an investigation. Koodo said they would call back on June 12th with an update on my investigation. There is no action required on my part. It has now been 43 days since I made my purchase.

      Business Response

      Date: 26/07/2024

      Dear BBB

       

      We contacted the client and the bill has been adjusted and the contrat for the phone not received has been done.

      This complaint is closed by the office

       

      Regards

    • Initial Complaint

      Date:25/07/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My ex- husband was allowed to add a phone to the account with both my 16 year old son and his middle name. I then finished pay off the tab on the account to cancel the services. I made the payment in May 3 and switched providers on May 21. Koodo was paid up to date including all tab or charges left on the phone. My goal is to have zero balance owning on account since I paid the tabs off in full.

      Business Response

      Date: 31/07/2024

      Dear BBB,
      Complaint
      # ********

      Thank
      you for bringing ******** * *********s concerns to our attention. This
      correspondence is intended to update you on the matter.

      We
      have attempted to contact the client on the below dates without success:

      July 26th,
      July 29th and July 31st at number ###-###-####, but were unable to reach the customer.

      Sincerely,

      *******

      ESCALATIONS
      Koodo Mobile
      This
      email, including any attachments, is for the sole use of the intended recipient
      and may contain confidential information. If you are not the intended
      recipient, please notify us immediately and destroy this email and any copies.
      Thank you.

    • Initial Complaint

      Date:20/06/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am disputing charges and a negative credit impact due to an unresolved issue with Koodo Mobile.

      Issue Summary:

      In March 24, 2021, I subscribed to a promotional package from Koodo Mobile, which included a SIM card. Per the agreement, no charges would apply until the SIM card was delivered. However, I never received the SIM card, yet Koodo began charging me monthly.

      Timeline of Events:

      Registration: I registered for Koodo's package in March 24, 2021.
      Non-receipt of SIM Card and Charges: Despite not receiving the SIM card, Koodo charged me monthly.
      Dispute with Koodo: After three months, the account was sent to *********. I disputed the charges with Koodo, who confirmed the error and dismissed the charges.
      Credit Report Impact: Despite this, the late payment history remains on my credit report.
      Supporting Documentation:

      Registration documents from Koodo (********).
      Correspondence with Koodo confirming charge dismissal.
      Confirmation from *********.
      Desired Resolution:
      I request the removal of Koodo's late payment history from my credit report, as I never received or used their services. The charges were acknowledged as erroneous and dismissed.

      Thank you for your assistance.

      Sincerely,

      ***** ********* **********

      Business Response

      Date: 21/06/2024

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. We have confirmed the customers issues and concerns have been addressed and have considered this matter closed.  This matter is also now considered closed by this office as well.


      Sincerely,


      Koodo Mobility Resolutions


    • Initial Complaint

      Date:19/06/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 6th,2024 I purchased a phone screen protector from Koodo mobile kiosk located in ********* mall for $28.25(I did not take the receipt but I have my credit card statement showing proof of purchase and date). The manager at the Koodo said they don’t make tempered glass protectors anymore and said he only had the latest kind of protectors. I said that was fine ** * ** *** **** **** ***** ****** **** ** *** ** ****** **********. I immediately noticed the thin and flimsy protector he put on my phone but I did not say anything ** * ** *** *** ************ *** ******* *** ******* ** **** *** * **** * ****** **** **** ********* ***** **** *** * **** *** *** ******* ** *** *****. Within 2 days, the new protector was getting scratch marks easily that didn’t come out, and it was also peeling off constantly. * ****** *** *** *** **** *******. I went back to kiosk but a worker there said the manager would not be in until a few days. I finally got the manager on the 17th. He said that since I walked out of the store without issue after the initial purchase he can not refund me. He did offer me to pay him another 20$ to get the screen protector that he put on himself, replaced with another screen protector. * ***** ** ****** *** * ** *** ***** **** ** * **** ******** ********* ***** *** ****** I’m now just looking for a refund as 30$ *** * ****** ********* **** ********* *** ***** *** ****** ******* **** ***** * ****** *** **** ** *** ******* *** *** *** ** ******* **** ****** ****** ********* **** ** ****** ** ******** ** **** ******* **** * **** ** ***** ** * ********* **** ***** ***** **** ******** *** **** ****** ** ***** ********* *** *** *** ** **** ***** **** ** *** ***** *** ****** *** ********* *** **** ******** ********** *** ***** ******* *** * ******* ** **** ** ***** ** * ****** **** ***** **** ********* ********** *** ******** *** ******* *** **** *** *******

      Business Response

      Date: 20/06/2024

      Dear BBB Administrator,

      Thank you for bringing this customer's concern to our attention. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome. This matter is now considered closed by this office.  

      Sincerely,

      *****

      Koodo Mobility

    • Initial Complaint

      Date:14/06/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told by a Koodo agent that if my phone was broken or damaged it would be repaired or replaced if I opted to purchase $15 per month device care protection plan. So I did.
      * *** **** ******* ****** ***** **** *** * ****** ** * ****.

      When my screen cracked I contacted Koodo about repair and was told it would cost $40 on top of what I was already paying monthly.

      There was no one who could resolve this for me. I asked them for a credit and to pull and listen to the calls I made as I was misled about what the device care covered *** **** ****** ***** ***** **** ** ** ******** ** ****** * ******* ******* ******* 

      I asked for escalation and waited on hold for an hour before I had to go.

      This has not been resolved and I do not have time to call and wait over an hour again for no resolution and no one has contacted me back.

      * **** ** * ******** ******* ***** ****** *** * **** *** ***** **** ** *** ********* *********** ** **** * ***** **** ** * **** *** ******** ******** *** ****** ** ************* **** **** ***** ******** ****** ***** ****** *** ***** ********** ********** ** *** ******* ****** ** ******* ********* ** *** ****** ****** ** ***** *** ********** ***** ***** *** ********  
      I am requesting a credit of $110… $90 *******/ not properly explained device care protection x 6 months, *** *** **************** ******** ********* ****** ***** ************ * * ****** ****** ****** ** ***** ****** *** *** ********* *** *** *********** ******** *** ********* ** **** ******** ******** ********* ****** ******* ** **** ** ******** ** *** ******* ********* * ********** **** **** * **** **** ******* **** ****** *** ****** * *** *** **** ** ***** 

      Business Response

      Date: 07/07/2024

      Dear BBB,

      Thank
      you for bringing ******* ******’s concerns to our attention. This
      correspondence is intended to update you on the matter.

      We
      have attempted to contact the client on the below dates without success:

      June 19th-voicemail
      was left
      June 20th-voicemail
      was left
      July 5th-no
      contact

      At
      this time as Koodo has attempt on several occasions to contact the customer
      without success, we will need to close the request at this time.


      Sincerely,

      *******

      ESCALATIONS
      Koodo Mobile
      This
      email, including any attachments, is for the sole use of the intended recipient
      and may contain confidential information. If you are not the intended
      recipient, please notify us immediately and destroy this email and any copies.
      Thank you.

      Customer Answer

      Date: 07/07/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and they did contact me and adjust my bill. I am satisfied with this outcome. 



      Sincerely,



      ******* ******

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