ComplaintsforKoodo Mobile

Telecommunications

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Customer Complaint:

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Initial Complaint
05/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Koodo Technical Support, I am writing to address an issue with my account regarding a recent restriction placed on my ability to change my phone number. A representative appears to have blocked my ability to modify my phone number in the back office. However, as per Koodo’s terms and conditions, I understand I am permitted to change my number once per billing cycle. I consistently pay my bill on time and would appreciate assistance in removing this block. While I can initiate a number change online, it does not reflect on my line. I would be grateful if you could resolve this issue to allow a successful update of my phone number. Thank you for your attention to this matter.
Customer response
05/11/2024
Hello, it has been resolved. Kindly cancel this complaint.
Initial Complaint
09/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
09/08/2024
Complaint Type:
Customer Service Issues
Status:
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.
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
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
02/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
25/07/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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
25/07/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
20/06/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
19/06/2024
Complaint Type:
Product Issues
Status:
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.
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
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
14/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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,

******* ******
Initial Complaint
10/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
******** * *** * ****** ****** **** ** *** ******, 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
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 response
20/06/2024

Complaint: ********

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

Sincerely,

******** ******
Business response
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 response
07/08/2024

Complaint: ********

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

Sincerely,

******** ******
Business response
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

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