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:21/11/2023
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.
On November 19th, I got notifications lf data roaming charges even though the Koodo SIM was not the primary SIM at all since the start of the billing cycle. The total charges amount to $53.42. This is unfair.
Business Response
Date: 04/12/2023
Dear Better Business Bureau,
Thank you for bringing the client's concern to our
attention. This correspondence is intended to address
and resolve this matter
We have tried contacting the client 3 times with with no success. We have left a voicemail advising if they still need assistance with their account they can call customer service by dialing *** from their mobile handset.
Sincerely,
Mobility Resolutions

Customer Answer
Date: 07/12/2023

Complaint: ********

I am rejecting this response because:
I did not use my Koodo SIM at all for any data services during that time. I used another SIM for that.
Sincerely,

**** *****
Business Response
Date: 09/12/2023
Dear Better Business Bureau,
We have tried contacting the client 5 times now however when calling, it goes directly to his voicemail. The charges on the client bill are billed correctly. As a gesture of goodwill we have provided the client with a credit of $59.83 to cover the extra charges. We have left a voicemail for the client advising him so. This matter is now considered close by the office
Sincerely,
Mobility Resolutions
Initial Complaint
Date:15/11/2023
Type:Billing Issues
Status:
UnresolvedMore 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 recently travelled to the Us, and it clearly states on Koodo’s website that you can purchase a roaming package of $14.00 per day per line which includes calling and texting. Yet, when I got back to Canada Koodoo has charged me $1400. **** ** **************** I tried reaching out to them but they were unable to help in any way, and gave me 30 days to pay this bill, ***** ** ********** ** ******* **** * ******* *******
The charges are over and above the $14.00 per day. I would like billing adjustments made to my account to rectify this.
Business Response
Date: 24/11/2023
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 multiple times with no answer.
Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our Koodo Client Care team at ###-###-####.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 04/12/2023

Complaint: ********

I am rejecting this response because:

There has been absolutely no efforts to reach me and resolve this issue as previously stated.

Sincerely,

***** *****
Initial Complaint
Date:07/11/2023
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 have a payment issue with Koodo Mobile. In Oct 12, I called to Koodo Sales Representative ( Sales Rep ** ****) for transferring my service (2 phone number) from **** to Koodo on Nov 6th. He recommended a plan which is $35 each month. I accepted and I also told him that I have a reference coupon (link is *************************) which deducts $25 each month for the first 5 months. Then I received two emails which are . However, at that time, the sales representative didn't mention about the connection fee which surprised me later, and he even didn't send me any agreement about the connection fee. On Oct 16, I received 2 more emails which are and . On Oct 19, I received an email from Koodo which told me my first month bill is $219.97. I am so shocked. As I am busy in the first week of November, I went to a Koodo branches on Nov 5th to see the details about the first bill. Then I first time know that they charged me a $120 connection fee for 2 phone numbers but they didn't apply the coupon I gave to the sales representative. I feel so bad about their service and thus I called to request cancellation of the service. The original activation date of my service is Nov 6th, and I called to cancel on Nov 5th. Then they still charge me $188.33 and I even don't know what they are charging for.
To be organized, I didn't know the existence of connection fee and their sales representatives didn't mention and explain that to me before I made decision. Besides, I didn't receive anything like Agreement for signature that they mentioned many time today to refuse my cancellation request. I request cancellation before the the actual activation date and I even didn't use the service from Koodo for a second. It's totally a fraud and they charge me whatever they want without let me know it. I am asking Koodo to discard the unfair invoice of $188.33. The due date of this invoice is November 13, 2023, *** ** * ****** ******* *** ******** **** ***** ****** ***** ****** ** ******** ** ****** ******* * **** ** ** ***** ****** ***** *** *****
Business Response
Date: 10/11/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We have contacted the client and assured them that the Koodo account balance is $0.
We consider this matter as resolved.
Best regards,
Koodo Mobile
Initial Complaint
Date:24/10/2023
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 have cancelled my phone service and switched to Koodo. My mother paid the final bill. Koodo Mobile deliberately did not apply the amount to my account, and now they are harassing me for $250. They have sent my account to collections and hurt my credit score.

My mom told the customer service agent she was cancelling my account. My mom paid the final bill. They said that this didn'ty happen/

I do not owe Koodo Mobile anything. **** *** ****** ******** ** *** ***** * ** *** *** ***** *** **** ** * **** *** ********* ***** ***** ** ***** *** * **** **** ******** ************ *** *** ****** ** ** ****** *****
Business Response
Date: 31/10/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We contacted the client and explained the charges on the bill.
Client accepted the explanation.
Best regards,
Koodo Mobile
Initial Complaint
Date:25/09/2023
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.
Constantly given misinformation about my phone bill and payment options. It’s been the past 4 months we talk to Koodo reps on the phone, make specific arrangements and hey end up freezing our account. It’s been the exact same scenario the past few months.
Business Response
Date: 12/10/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
Koodo mobile is suspending the account after the client is late on payments.
Client is aware of Koodo Mobile's policies and service terms.
Best regards,
Koodo Mobile
Initial Complaint
Date:25/09/2023
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 want my promotional offer that was owed to me. Spoke with a very rude customer service rep that was not able to understand my request due to language barrier. I signed up for a promotional offer for z6 months and it disappeared after 2 months complete. I have only 3 gb when I should have it plus 8gb for another 4 months. She yelled at me and told me I had used all my promotional offer this month I am day 3 in to my month and I have not even used up my base plan let alone the promotional offer. If I had known the promotional offer was no longer going to work for my remaining months I would have changed my plan before it renewed to a higher data plan. Now if I want to change I will be out the money I just paid on Sept 22. This is totally in excusable for a rude customer service of a company. I want respect..
Business Response
Date: 29/09/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. Koodo has spoken with the customer regarding their concerns towards their account. We have confirmed with the client their issue has been resolved

Sincerely,
Koodo Resolution Team
Initial Complaint
Date:08/09/2023
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.
It recently came to my attention that I have become a victim of Koodo Mobile's ********* ******** ******** ** *** **** ** * ********** ******** charge. On February 8, I contacted Koodo via mobile to request a new phone number, but my mother and I decided to sign a better contract at one of their physical stores, cancelling the old line on February 13, as soon as their operator/mobile representative could be reached. It turned out that Koodo still dared charge me $50 and more for a line I never even activated in the first place, despite the fact that I did honor the contract of the line I actually used without a problem.
Business Response
Date: 22/09/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We can confirm that the Koodo Mobile account balance is 0$ and credit amendment was requested.
We consider this matter as resolved.
Best regards,
Koodo Mobile
Initial Complaint
Date:21/08/2023
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.
Despite having ****** ** *** ***, I seldom get my internet and phone calls to work anywhere bit fat from my home address. I am from ******* and even 5km away from my home gets me terrible internet and terrible phone calls. It used to be fine when I connected the service. When I contacted customer care, they told it was the outrages happening in their network. But this has been happening since 2 months already and I am bound by contract for 2 years or I will be penalized. This is unfair and ***********.
Business Response
Date: 28/08/2023
Dear BBB Administrator,
Thank you for bringing this customer's concern to our attention. This correspondence is intended to address and resolve this issue.
Koodo has spoken to the customer regarding their concerns towards their Koodo Account. Although we can not guarantee networking availability, we are currently working with the client to resolve their issue.
Sincerely,
Mobility Resolutions

Customer Answer
Date: 31/08/2023

Complaint: ********

I am rejecting this response because my issue still has not being fixed. My network runs fine only in ******* and just as I go 10 km away from city, internet does not work at all and phone calls are also tricky. But my peers, who have ****, have no any problem. You can see my data usage. 50GB is nothing if I can only use around 5GB if it works at all.
I wish I had decided to use ****, not Koodoo or *****. For the price I pay every month, I am unsatisfied and I still have contract for around 18 more months. **** ** *********. I would have stopped my service during the two week trial period but at that time, their service was fine. Now a days, it does not work properly even inside *******.

Sincerely,

******** ****
Business Response
Date: 08/09/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. This correspondence is intended to address and resolve this issue.
When the client activated the service they have agreed to our service term which does state we can not guarantee service availability as there are number of different factors outside of Koodo's control which can affect the reception. We do want to help the customer. The client has been connected with our technical support team on the 28th of August in which troubleshooting was initiated and a follow up was offered as further investigation may need to be completed. We tried contacting the client today to offer further assistance however there was no answer. Further trouble shooting and investigation is required at this time. We will make another attempts to reach the customer to continue troubleshooting her network concern.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 12/09/2023

Complaint: ********

I am rejecting this response. I have been in contact with Koodoo technical center. They have done the best they can. The problem is Koodoo and I plan to switch to **** as soon as I can.
If you cannot reach me, it's very likely it's because of your network issues. No any signal reception in areas away from city. Or my job.
I would like to close my case *** **** ******* ******** **** ** **** **** **** ****** *** ***** ********** ********* Stuck for 2 years.

Sincerely,

******** ****
Initial Complaint
Date:14/08/2023
Type:Sales and Advertising 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.
Dear Sir/Madam,

I called Koodo today in order to port my number from **** to Koodo. I was asked how many lines I have on ****. I told I have 3 lines but need to bring just 1 line for now. The person who was on call told me plan will be $50 + tax for New 5G Plan having unlimited international calling to 28 countries. I told hime to proceed. He took all information of mine and also did credit check. Gave me account number for Koodo as well. After that he told me my monthly charge will be $55 + Tax. I told him why it changed immediately. You should have told me before getting my information and doing credit check. He was not accepting the issue that he created. It is really unprofessional that you guys are not transparent to you new client. I told to transfer the call to supervisor and he transferred the call to his colleague. He is repeating the same thing and not understanding my issue. I am still on call right now. No one is ready to answer or addressing my concern. I would like to have answer and solution for my current issue. Thanks
Business Response
Date: 18/08/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. Koodo has spoken with the customer regarding their concerns towards their account. We have provided the client with a resolution and confirmed they are satisfied with the outcome.

Sincerely,
Koodo Resolution Team

Customer Answer
Date: 18/08/2023

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:09/08/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
On August 31, 2021, I changed mobile phone providers from Koodo to ****. This was done through ******* in ******* and I soon settled a small amount owing for the portion of the current month that I had not yet paid. From that date, I received no further communication with Koodo regarding any unpaid amount,

On August 2, 2023, I was contacted by *** ****** (***** *****) that an unpaid Koodo bill had been sent to collections. The amount was $279.68. A credit check confirmed this, along with almost $200 in current charges.

******* has verified that my mobile account was cancelled on the day that I bought my new phone and cancelled the Koodo account.

Three days of many hours on the phone with Koodo have not given me any satisfaction. They found a home phone account that I'd agreed to as part of my mobile deal. It was $5 a month, the only reason I agreed to this. 2 agents have told me that 1) the home phone account was still active and 2) it was closed on July 4, 2022. In either case, I've never been contacted by Koodo about this and haven't used the phone since I thought I'd cancelled the account that covered both items.

Koodo claims they were using an old email address of mine to contact me, one I haven't used in several years. I did not change my phone number or home address, so communication was always possible for them.

Koodo won't verify via email that the home phone account is closed or that I only owe them what was sent to collections. They won't tell me how they calculated the supposed charges or why they didn't cancel the home phone account after 3 months of non- payment. They say they couldn't contact me because I'm no longer a customer despite this open account that I was unaware of.

Last night I was transferred 4 times in an attempt to get specific answers and an email confirmation of the facts. In the end, I was told they could not do this. I had to go through the collection agency. They have been obstructive and untransparent throughout. I need help.
Business Response
Date: 25/08/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We have attempted to contact the client by phone, however, we have been unsuccessful to reach her.
Please have the client provide us with an alternate number or the best time to call.
Sincerely,
Koodo Mobile
Customer Answer
Date: 01/09/2023
I received an email from you on Friday stating that Koodo had been trying to get in touch with me regarding my BBB complaint about that company. Koodo did call me a bit earlier on Friday, but I was driving and could not answer.
The person who called left a brief voicemail indicating that it was not possible to contact me and to get back to them. I did so as soon as I returned home, using the number of the call, but no one I spoke to was authorized to speak to a BBB complaint. The last agent I spoke to after several holds sent an email to the person who had placed the call, first inquiring if he could come on the line that evening to respond and then to ask that he call me on Monday.

I have reviewed my call history and the number that called me from Koodo only called me that once- late on Friday afternoon, the same day that you notified me of their response saying they'd been unable to contact me. There is only one other incoming call during the entire time that I've been dealing with this issue with Koodo that I cannot definitely state was not from that company. There has been no other voicemail from Koodo since I made the BBB complaint. Furthermore, the Koodo email to me suggested that my phone number must be invalid, even though I'd been using that number many times during the last several weeks to call them- over and over.

I hope that a representative from Koodo does call me tomorrow. However, I want you to be aware that Koodo's attempts so far have been minimal and then have been exaggerated to make it seem that they have made a concerted effort.

If you could help to facilitate sincere, good faith communication between me and Koodo, I certainly would welcome the help.

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Koodo Mobile is NOT a BBB Accredited Business.