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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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    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:26/04/2023

      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.
      Purchased a brand new phone with Koodo ******* *** ********* on April 5th & issues started within a week. Error message, no sim card, no service, would also drop calls in the middle of a conversation & also I could hear the person on the other end but they could not hear me. Brought the phone in & the rep told me the phone was working & would check the sim card. This was all within their so called 15 day return/exchange policy. She advised that the sim card was a bit scratched & that was the issue. Sim card was changed. Couple days later, still having the same issues. Contacted Koodo, they advised I would have to go back to the store. I called & asked to speak with a manager, I was transferred to someone in El Savadore. *** *** ******* *** He too was unable to assist me & told me to go back to the store. * ** *** **** *** ** * *** ******** ** ** ** *** **** *** ** ** **** *********** **** ***** * ***** ****** **** ******* ** ***** I went back to the store where I originally purchased. The boy there told me that I would have to go to ********* Mall because they have more authority & "MAY" be able to help me. I drove all the way to ********* Mall to find out they could not help me & had to go back to the store where I purchased. I called the store & asked to speak to the manager & it happens to be the boy I spoke to earlier. He told me he would have to speak to his superior & would call me within the hour. ******** ** **** I had to call him back * ** *** **** ****.  ** *** ********** *** I purchased a brand new phone & have to send it out for repair. I have had the phone less than 1 month & all issues I am having, they should have exchanged right away. * ****** *** *** ***** ******* ** **** *** ******* **** ******** * ** ************ ** I have been a customer for over 10 years & this is the service I receive. * **** **** ** ****** *** *** I have 30 days for exchange or refund & not at the location I originally purchased. They have no customer service or knowledge.

      Business Response

      Date: 02/05/2023

      Dear BBB Administrator,


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

      Sincerely,

      Mobility Resolutions 


      Customer Answer

      Date: 02/05/2023

      Better Business Bureau:



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.



    • Initial Complaint

      Date:20/03/2023

      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.
      I cancelled the cell phone service for my family (4 lines) with Koodo on Jan. 2. Since we had the “post-paid” plans and were charged for the service in advance, the cancellation resulted extra charges on 2 lines and some credits on the other 2 lines.

      Koodo charged my credit card for the partial charges on my 2 line and refunded the credit on my 3rd line. However, Koodo applied an “Internal TM Adjustment” on the 4th line to take away the small credit of $4.52 without sending me the refund.

      I called to enquire about the “Internal TM Adjustment”. After being put on hold for more than 30 minutes, the agent came back to inform me that Koodo’s system and practice does not issue refund for anything less than $5.

      In my opinion, Koodo didn't provide any service after the cancellation and is not entitled to any charge. The "Internal TM Adjustment" is totally inappropriate and unfair to the customer. * ********** **** **** ********* *** *** **** ****** *** ******* ****** ** ******** ****** ** ***** **** ** ****** ** **** ****** * **** **** **** ** * **** ****** *** *********** ******** *** ***** ** **** *** ***** ******* *** ** **** ************ ********* ** ********* ********** **** ****** *** ** * ****** ** ************* ** *** **** ** *** ******* *** *** **** ********* ****** ** ******* ** *** **********

      Business Response

      Date: 25/03/2023

      Dear BBB Administrator,

      Thank you for bringing this customer's concern to our attention. Koodo Mobility has spoken with the customer regarding their concerns towards their Koodo Mobility Account and we have confirmed their issue has been resolved. This matter is now considered closed by this office.
      Sincerely,

      Mobility Resolutions


      Customer Answer

      Date: 29/03/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution (to cancel the adjustment and refund the credit balance) is satisfactory to me.




      Sincerely,



      ****** ****

    • Initial Complaint

      Date:01/02/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Nov 11,2022 I returned a iPhone to Koodo and it got broken in shipping with Canada Post. Koodo is refusing to open a service ticket with Canada Post to get shipping insurance.

      Business Response

      Date: 08/02/2023

      Dear BBB, 

      Thank you for bringing the customers complaint to our attention. 

      We have advised her multiple times about our policy and procedure, however, the client is unwilling to cooperate. 

      We consider this matter as resolved. 

      Best regards, 
      Koodo Mobile Escalation Team

       

      Customer Answer

      Date: 08/02/2023

      I am rejecting this response because: Koodo had shipping insurance on the package though Canada Post. The phone wasn’t broken at the time of shipping and have photos to prove it. The phone got broken in the shipping process and there for Canada Post is responsible for the loss. The policy it also states the phone would be returned to the customer which it wasn’t. ***** ** ** ***** *** ***** ** ** **** **** *** ***** ** **** *** *** ********* I would like Koodo to delete the tab own on the phone and apologize. 



      Sincerely,


      Business Response

      Date: 26/02/2023

      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 ON February 22nd, 24th and 26th  with voice messages 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 a* ***************
      Sincerely,

      Mobility Resolutions

       


      Customer Answer

      Date: 26/02/2023



      I am rejecting this response because: as you can see from the picture, they were not calling me from Koodo they were calling me from Telus and other blocked numbers which appear to be **** calls, so I did not pick up to them. They don’t need to call me. They just need to do their jobs and delete the tab on the account from the broken phone. 

      Sincerely,



    • Initial Complaint

      Date:30/11/2022

      Type:Order 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 placed an order for Koodo cell service on-line mid-July 2022. The card did not arrive for a couple of weeks and I could not activate it until I return from travelling for a couple of days (around August 7th). It arrived just as I was leaving. I could not activiate it until I returned because I would be in a remote area, where cell service was intermittent.

      The first bill/notice I received indicated that I owed for 3 months. I called. The agent indicated that it had not been set up properly and verified that I was not receiving any bills. They said they would fix that and credit me for the late payment charges.

      I recently received a bill that still had the late payment charges on it. The agent last night, although they acknowledged that I had a point, (I should not be charged late payment charges on bills that I never received) indicated that there was no way to make an adjustment in their system.

      Business Response

      Date: 06/12/2022

      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.  

      Regards,

       

      Dino

      Customer Answer

      Date: 07/12/2022

       

      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,



      **** ******

    Koodo Mobile is NOT a BBB Accredited Business.

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