Review Time
Very disappointed with Koodo’s customer service.
I was charged $18 for Device Care on two phone lines without my permission. My plan is only $30 per month, so being billed $134 for two phone numbers after just over one month is completely unreasonable.
On Dec 31, 2025, I already paid when activating my two lines and I have receipts with authorization numbers. However, the customer service representative Jeaneth said she could not find my payment and refused to apply it to my first bill.
I spent over 2 hours speaking with customer service and nothing was resolved. I am now reporting this issue to my bank to get my money back, as Koodo failed to take responsibility. This experience makes me feel that Koodo does not care about its customers. I am seriously considering switching to another carrier.
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I wish I did my research more before settling with Koodo. They were cheaper at the time. They had a deal which would save me $10 a month. I wanted to update. The online agent, said I would need to cancel my current plan, so I had to pay my the balance (hubby got a new phone) of 930. I said so I have to cancel and pay the balance just to save $10. They said it was th cancellation fee for the contract. It doesn't make any sense. You can any other services and they just change the contract on your phone without cancellation fees. I also am paying more than what I signed up for in the contract. Once my contract is done....I'm leaving. They also send your bill to credit bureau if your a few days late to paying the bill. Good luck trying to get your credit score back up.
WTF do you have to do to talk to a real live person, when you cant even log on? They changed my password without asking me, two days ago after paying my balance. I can't get a live rep without logging in to my account . I can't log in even after they apparently sent me A change password to my said Email. I am literally at my wits end. It is like Catch 22, I have been scammed by this company. I would advise everyone thinking about dealing with these folks to steer clear.
Avoid this company at all costs! The feedback here speaks volumes. A company like this deserves scrutiny and should be shut down, but we seem to be living in chaotic times. Communication is nearly impossible; if you happen to reach them, it's still a struggle. Their website is dysfunctional, making it impossible to create an online account. The issues are endless.
Our recent visit to the mobile store at Market Mall in Calgary was incredibly frustrating and left us feeling very upset. I specifically went in due to an exclusive offer I received. What should have been a straightforward visit turned into one of the worst customer service experiences we’ve encountered. There were several representatives in the store, all engaged in conversation with each other. It was clear that customers were a nuisance to them. Upon our arrival, the staff appeared annoyed and reluctant to assist—except for one gentleman in glasses who made some effort to help. When I presented the email offer, the staff outright dismissed it, claiming it was a scam and not from the company. They showed no interest in verifying it and spoke to us in a condescending tone. I had to call customer service myself to have them confirm directly to the store representative that the email was valid. The employee we interacted with was extremely rude and dismissive throughout. Her tone, attitude, and lack of professionalism were shocking. We felt insulted and disrespected. No customer should be treated this way. When I requested the manager’s contact details to file a complaint, it was denied. Instead, I was told to return “when the manager is in the store.” That response alone reflects poorly on the culture at this location. This store urgently needs oversight. Management should review surveillance footage, address staff behavior, and implement proper customer service training. This experience has severely damaged our trust in this location, and we will be taking further action.
I maintained a high credit score, but an unknown $27 balance was sent to collections, dropping my score significantly. I will not use this service again. It took numerous calls and almost two months to resolve the issue. This has severely impacted my credit. Be cautious!
Complete incompetence. I was a customer for five years. The constant harassment through texts and emails for nonexistent bills was unbearable! Reaching out for help was impossible; I was repeatedly told to go online for answers only to be disconnected. I strongly advise against using this service.
A representative contacted me while I was using another provider, promising a bundled deal. I was told I would pay $50.85 upfront to try the services, then about $80 monthly for internet and phone. A month later, I was charged three times what I was promised due to hidden fees.
Initially, the modem didn't function properly. I requested a replacement, which arrived quickly, but the internet still didn't work after setup. I contacted customer support to schedule a technician visit, but they failed to confirm the appointment. Each time I reached out, I was met with callbacks and long waits. Even when I finally spoke to someone, I was transferred between teams. This was a very frustrating experience.
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With Koodo Mobile, our plans start at $15 a month with text messaging included, and you can get a phone for as little as $0 with the Koodo Tab.
