Business Profile

Telecommunications

Koodo Mobile

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:10/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
******** * *** * ****** ****** **** ** *** ******, which had resulted me in growing my bill triple the amount for a month.
I’ve been in America on and off for the last 2 weeks to deal with closing of items. I was in America on June 8, 2024 when I was unable to make a call, send a text… I had to drive to Canada with was 1 1/2 hours to a ***** store in Niagara Falls from Hamburg, and they could still not help me as I needed to call in…. How? Without a phone. No assistance. I was left without a phone, my balance was paid off. No one could help me, continued to say that my credit limit is close? Cannot make a payment online *** ** **** *** ******* ******* **** *** ***** ** * ****** *******
I contacted Koodo on April 18th, 2024 when I started to text and inquire about pricing as the sales rep advised me that I had automatic roam and would see a small increase depending on usage! I want this concern looked into! I cannot afford 200 plus phone bill as I call to inquire before.
Business Response
Date: 18/06/2024
Dear BBB Administrator,
Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue. Koodo has attempted to reach the customer three times with a message left but have not received any call back.
Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our Koodo Client Care team at ###-###-####, 9 am to 7 pm local time.
Sincerely,
*****
Koodo Mobile
Customer Answer
Date: 20/06/2024

Complaint: ********

I am rejecting this response because, no contact was made when my phone was disconnected!

Sincerely,

******** ******
Business Response
Date: 17/07/2024
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
***** has attempted to reach the customer 3 times with a message left.

We attempted to call on 07/15/2024, 07/16/2024, and 07/17/2024.

Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our ***** Client Care team at ###-###-####.

Sincerely,

***** team member

Customer Answer
Date: 07/08/2024

Complaint: ********

I am rejecting this response because: I advised the company to contact me via email.

Sincerely,

******** ******
Business Response
Date: 09/08/2024
Dear BBB Administrator,

Thank you for bringing ******** ******'s concern to our attention. ******** was upset regarding her experience when her phone service was interrupted due to reaching the $200 credit limit program and then having difficulty making a payment towards her account. We have advised that customers are able to make a payment to their account by logging into their Koodo account even if their balance owing is $0.00, agents will not be able to assist her with taking a payment on her behalf. ******** has since moved to a different provider.
This matter is now considered closed by this office.
Sincerely,
Koodo Mobility Resolutions
Initial Complaint
Date:27/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Purchased a refurbished phone oct 30 2023. They sent the me the phone and the battery didn’t last more than a couple hours. Complained and they sent me a diff refurbished phone. This one wasn’t much better but I needed a phone so carried on. The woman who I chatted with didn’t tell me about how to return the first one they sent me . No emails on this either. Months go by with no emails or texts ( which is strange as I often get texts about bill due or promos)
I then see a charge of $565 on my bill. I called to ask what that was for and it’s for the first refurbished phone i was sent. No communication Prior on how to send it back/ mail/ emails .
The phone has been springing its box, obv never used. I should be able to return the phone to get my money back. Or at least get credit??? **** ****** ** ***** **** ***** **** **** **** So I’m being charged $575 for a bad phone they sent me and never had communication on how to return the item. I was waiting for their email on instructions on how to send it back(adddress) Nothing. And its nearly impossible to get a hold of anybody to even speak to.
Business Response
Date: 05/03/2024
The client called in on February 27th and spoke with an escalation team number. She was advised that we can no longer accept the phone back. The client decided to keep it and paid the balance owing. The client now has full ownership of the device and is more then welcome to sell it privately to recoup the costs. No further action required from Koodo on this matter.
Customer Answer
Date: 05/03/2024

Complaint: ********

I am rejecting this response because:

I haven’t paid the balance. And was given no choice on the matter. ***** ** ******** ** **** **** **** *** ***** ** ***** **** ****** it was purchased only 4 months ago. They are charging me $565 told me I could return to a Koodo store they would buy it for $200 in store. **** * ***** *****

Sincerely,

****** *********
Initial Complaint
Date:23/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 wasn't getting the best coverage for my cell phone from Koodo so I closed my account in October 2023 and moved back to their parent company, *****. They sent me several final bills saying they owed me $79. 66. They never sent a check so I followed up in December. I was told it takes up to 6 weeks to get the check and to keep waiting. The check never showed up and I have called back several times - each time being told someone would call me back or send the check. Nobody ever does and now they're telling me they can no longer see any information on my account.
Business Response
Date: 11/03/2024
Dear BBB,
Complaint ID ******** - ****** ***************.
Koodo has been in contact with ****** *************** and the client has confirmed that the refund cheque has been received. There are no further concerns for this client.
Sincerely,
Twyla
Koodo Mobility
Initial Complaint
Date:21/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Wrong missed dates. Didn't inform me about the balances
Business Response
Date: 28/02/2024
Dear BBB,
Complaint # ********
Thank you for bringing ***** *****’s concerns to our
attention. This correspondence is intended to address and resolve this
matter.
Koodo has explained that the credit reporting is
not completed in real time but once a month just after the close of the billing
cycle. No changes can be made to what was reported while reporting is valid.
The option of requesting a narrative through the trade line has been suggested
to Joyce to assist with this concern.
This matter is considered closed by this office,
as the client has indicated they are satisfied with our resolution.
Sincerely,

Erica
Initial Complaint
Date:14/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
In November 2023, we subscribed to Koodo’s Internet 100 Mbps plan.
However, we consistently experienced speeds of only 10-15 Mbps at best, with frequent interruptions in service occurring once or twice per day. After nearly two months of waiting for Koodo to correct the issue without success, I cancelled our contract at the end of December 2023. Despite this, I continue to be debited monthly for our Internet plan.

I have called Koodo customer service four times within the past two months to request assistance with this problem. Each time, I have been assured by customer support that the plan was canceled, yet the debits persist. When I check the Koodo website, mySelfServe does not display any Internet subscription, leaving me unable to take any action on my end.

On Feb. 10, 2024, I contacted Customer Service to let them know that since my last call on Jan. 16, 2024, no one called me back as promised, and I am still debited for a plan I no longer have. They have assured me that I will receive a call back that day or the day after. I have not.

I am looking to be :
- refunded for the ongoing charges even though my plan has been canceled for two months now
- refunded for what I paid for the 2 months I had the Koodo Internet plan, as we never had the service we signed up for
- compensated for the time I spent trying to solve the problem with Koodo (upwards of 3 hours)
Business Response
Date: 19/02/2024
Dear Better Business Bureau,

The client terminated their internet service with Koodo in December 2023. However, they were erroneously charged $73.45 for both January and February. The client has confirmed receiving a refund for both incorrect charges on February 10th. We have offered to follow up with the client next month to ensure no further charges occur.
The client is requesting a refund for the two months they had the service, as well as compensation for their time at a rate of $80 per hour. As a gesture of goodwill, we initially offered a promotional bill credit of $146.90 to their Koodo mobile account. However, the client remains dissatisfied, and therefore, the promotional credit will no longer be provided. We have informed the client that service is not guaranteed due to factors beyond Koodo's control, as outlined in the service terms. Koodo has rectified the issue of billing after cancellation, and we consider this matter closed.

Sincerely,
Mobility Resolutions

Customer Answer
Date: 04/03/2024
The Koodo person first proposed to refund me the 2 months we paid for a service we never got, stressing it was a very generous gesture on Koodo’s part, as the plan we subscribed fo stipulated « up to 100 mbps », and therefore an average of 5 mbps peaking at 15 in the best days was within the range of our plan.
I accepted his offer to reimbursed me the two months, ****** **** * ***** **** *** ********* ***** ** ******* *** ******* ***** **** ** **** **** ***** ********* ********** *** * **** * ** ** *** **** **
At that point, the Koodo person abruptly ended the call, saying the deal he offered me previously (2 months refund) was « off the table » (sic).
Initial Complaint
Date:09/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 cancelled my cell services with Koodo but they continued to bill me for a phone number that I never owned, never used, and knew nothing about. I called the company and tried to get it resolved but they wouldn't do anything. The phone number they attached to my account was never used, never accessed by my family, not authorized. I shouldn't have to ** ****** ** pay for something I know nothing about. Now they are *********** to take me to a collection agency to retrieve money I don't owe *** **** ***** ********
Business Response
Date: 15/02/2024
Dear BBB Administrator,
Thank you for forwarding the client's concerns to our offices.
Upon further review, it was determined that the submitter of the BBB complaint is not the account owner. Because of this, we will be forced to close this case as we are not allowed to speak with a 3rd party that isn't authorized.
Thank you for taking my call, it was lovely speaking with you and have a nice day and even a better weekend.
Warm regards,
Dino.
Customer Answer
Date: 15/02/2024

Complaint: ********

I am rejecting this response because: They are a cellular provider, they have my wife's cell number if they needed to talk to her! Also, I was authorized on that account the whole time we were customers of theirs, ** **** ******** ** **. Finally, we both talked to their customer service reps to get this resolved months ago, but they wouldn't listen *** ***** **** **** **** ****** **** ******* ***
Again, they assigned a phantom number to my ******** son****** *** **** ** ** ** ***** *** ** *** * **** ****** on our account AFTER we cancelled his cell plan and ******* ** *********** ***** ******* *** wouldn't correct that mistake. **** ** *** ** **** ********* *** **** **** **** ****** *** *** * ********* ** ******** **** **** ****** ****** ***** **** ******** ******* *** ********* **** ******** ** ***** *** **** *** ****** *** ** ********

Sincerely,

******* *******
Business Response
Date: 28/02/2024
Dear BBB Administrator,
Thank you for bringing ******* *******'s concern to our attention. This correspondence is intended to address and resolve this issue. As ******* is not the account holder, Koodo was not able to address the situation with them but reached out the account holder, ******* ****** instead to address.
As a gesture of goodwill, on behalf of ***** and with no obligation to do so, I have offered ******* to adjust the account balance to $0. The client is aware that they will get one more invoice notification with a balance owing as the invoice had just cut off before the adjustment was applied.
Thank you for the opportunity to address ******* *******/******* ******'s concern. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome.
Sincerely,
Twyla
Mobility Escalation Team

Customer Answer
Date: 01/03/2024

Complaint: ********

I will wait and verify that the account will show a balance of $0. *** **** ****** ******* **** *** **** ****** ** *** ** **** ***** ** **** **** ********** ********** **** ***** * *** * ******* ******** ***** **** ********* ** ****** ** *** ***** **** **** * *** ****** **** ** ** ********* ***** ** *********** *** *** ***** ** ** ******* ***** ** **** **** ** ***** ** ********* *** ******* **** **** *** ** ***** ** ****** ** *** ** *** ***** ***** ** ***** **********
***** ******** ***** ** *** ****** ******** ****** ** **** ********* **** **** *********** **** **** *** *** ****** ***** **** ******** *** **** ** *** ***** **** *** ***** *** *** **** ******** ********

Sincerely,

******* *******
Initial Complaint
Date:08/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Each month starting with my first invoice, balance keeps increasing exponentially, I was promised, no connection and $10.00 off each invoice for 12 months. I've never received a detail invoice, just an email starting my payment that's due and by what date. In the last six months the following are the amounts I paid starting with: October 2023 $70.00, November 2023 360.00, December 2023 $400.00, January 2024 $200.00, February 2024 $100.00 and yesterday February 5th 2024 $1,000.00
I have a flip phone, it's used only when I'm away from the house, I use maybe 15 minutes a month with 15 - 20 text messages each month. 99.0% of the time the phone is turned off, as I live very close to the U.S. and I don't won't to incur roaming charges. If there are roaming charges on my account then my flip-phone must be putting out about ten watts of Rf. It's impossible to get hold of an actual person. I keep calling Kodoo and the automated AI tells me that I will be on the list to have an agent call me, there will be a confirmation sent to my phone. Which does happen and promptly, as of wring this message to you, no one from Kodoo has called me yet. For a phone that's really just for emergency use, $2,060.00 for six months is insane.
Business Response
Date: 28/02/2024
Dear BBB Administrator,
Thank you for bringing this customer's concern to our attention
Koodo Mobility has been attempting to reach the client but as yet have not successfully reached them.
It has been determined that the client has not been being overbilled but has been misreading the notices and overpaying the account resulting in a sizeable credit balance on the account. A refund can certainly be provided to the client of the credit balance once the account information has been verified.
Koodo Mobility will make further attempts to reach the client to address the concern.
Sincerely,
Twyla
Mobility Escalation Team
Initial Complaint
Date:24/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 is reporting to my credit bureau, a missed payment in May and June 2023 and April 2021. These are false. I have provided payments to Koodo, each and every time I received a bill. They acknowledge I’ve made payments but refuse to update my credit bureau.
Business Response
Date: 31/01/2024
Dear Better Business Bureau,
We have tried contacting the client on multiple occasions however we have been unable to reach her. If the client still needs assistance, please have them advised us the best time reach them.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 31/01/2024

Better Business Bureau:

Please have them reach me between 10 am and 2pm. I will be able to answer between those times or after 5pm.

Sincerely,

****** *******
Customer Answer
Date: 07/03/2024
They are reporting 3 missed payments on my credit report despite me paying my phone bill on time every time I receive a bill.
Business Response
Date: 17/03/2024
Dear Better Business Bureau,
We have made contact with the client and reviewed the account. The client is required to make full payments by the due date which was not done. Koodo is obligated to provide accurate reporting to the credit bureaus. As this reporting is indeed accurate, a credit bureau amendment is not warranted.

Sincerely,
Mobility Resolutions
Initial Complaint
Date:02/01/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 signed up with koodo on September 19th with the agreement of 10$ off of each phone plan for 10 months aswell as the 120$ connection fee waved when I recieved my first bill about a week after signing up It was over 200$ with the the connection fee never removed I went to the store aswell as called customer service numerous times and the store rep told me he would deal with it and would call me back i never recieved the connection fee back on my bill I have temporarily left koodo due to this matter as i feel it was unprofessional to say this and not follow through i will come back in the future if this issue is resolved I would like the 120$ credited back to account number ******** and whatever Is left on the account after the last bill comes out I would like a cheque mailed out for I have been a customer of ****/koodo but will no longer be dealing with eighter if this matter isn't resolved I am moving to a new house this summer and I won't even consider koodo or **** if this isn't resolved.

Account number

******** Phone number ************
Business Response
Date: 15/01/2024
Dear BBB Adminsitrator,
Thank you for forwarding the client's request to our offices.
We have reached an agreement with our client and no further action is required at this time.
Issue is now resolved and the case is now closed by our offices.
Warm Regards,
Koodo mobile
Customer Answer
Date: 17/01/2024

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.
I will definitely considering doing bussiness with koodo, ***** or **** in the future.
Sincerely,
**** ******
Initial Complaint
Date:12/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 bought a black Friday deal cellular plan from Koodo last month and submitted my details and paid for the cost of sim card.
As I am switching from **** to Koodo so I am their new customer.
I have provided all the necessary details and they made hard enquiry on my ******* profile. I confirmed that enquiry was made by *****, koodo's parent company.

They cancelled my order saying that there is information mismatch, which is totally untrue as they were able to make a hard enquiry on my profile with ******* with the information provided by me.
I emailed them about it and there is no response.
They refunded the cost of sim card paid by me but I want my order go through as they successfully made an enquiry.
Business Response
Date: 20/12/2023
Dear Better Business Bureau,
We have tried contacting the client multiple times however we have not been able to reach them. If the client is still needing assistance, please have him provide either another contact number or he can simply let us know the best to reach him.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 21/12/2023

Complaint: ********

I am rejecting this response because: The reason given for the cancellation of my order was information mismatch, which can not be true. Given that I have a bank account and a credit card, I have access to my profile with ******* and ********** via ******* apps and I can see there is a hard credit enquiry on file from *****.

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

These facts make me believe that cancellation reason (information mismatch) is not valid.
Please contact me on email: ***************@*******.com.

Please provide me with actual reason you cancelled my order.

Sincerely,

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

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Koodo Mobile is NOT a BBB Accredited Business.