KoodoMobileReviews 206

Incompetence! Incompetence! Incompetence!
I have called with several people from customer service and the line is so poor. Couldn't hear well the whole call.
If there is more complex problem they send you from 1 person to another. Problem wasn't solved. Horrible accent of people from customer service.

More charge
Worst customer care
Worst service
First They show you good plan
Then activate costly one

Aman thank you so much for your help. You were very friendly and professional as you answered all our questions. I would totally recommend your store to others

I never received notice about includ more charge pay per month. First time $119. After one year $129. And after a few month $141.00 so that contact to call assist someone,but nothing solution someone said fixed after bill,hahahaha nothing situation.so bad Koodo.I will be change another company.koodo great bad services.Thank your amazing problem service.

Months ago I got a Koodo SIM card but I was having trouble porting my number over to their network. I tried to get help by using their chat/text feature and then tried all the phone numbers I could find but could not speak to a live agent anywhere (everything was automated and AI) After giving up I went back to their chat feature and requested that a live agent call me back. Koodo never called and TBH, life got busy I totally forgot about Koodo until I checked my credit card statement and they had charged me for two months even though I never used their SIM card or services. I tried calling a live agent to sort it out but once again, live agents seem to be impossible to connect with at Koodo; they always want to book a call for the following day. I instead disputed the charges with my credit card company and then Koodo finally sent an email with a live agent phone number for me. I called and explained the situation and thought it was resolved but looking back, I realize that the agent was useless and probably just counting the seconds until he could hang up. Now they've charged me for a 3rd month and since they can't bill my credit card anymore, they're sending me invoices for just over $150 and threatening to send my account to collections.
I decided to try talking to them one last time so I used their text/call back feature again and they called me back the next day, but for whatever reason this time, they required my Social Insurance Number for 'security reasons' (they didn't need it last time they called me though) I didn't have the number with me so the guy couldn't do anything and the call basically ended there.
I was thinking about maybe offering to pay for the SIM card and maybe a month's worth of services but now I'm pissed off. I'm retired and our house is paid off so I've decided to let it go to collections and just warn anyone I can about Koodo.
Update: Koodo sent my account to a collection agency and now everytime they try and contact me I make a few bad reviews on different websites.

I've been a loyal Koodo customer for nearly two years now, and I wanted to share my thoughts on my recent experience with the company. I've been on a plan that costs me $50 a month for 12GB of data. However, I couldn't help but notice that there are promotions offering new customers a $40 plan for a whopping 40GB of data. This significant disparity in pricing prompted me to reach out to Koodo's customer service, and my experience left me deeply frustrated.

Upon calling, I was bounced around to different departments, and it seemed like no one could give me a straightforward answer. After some persistence, the best they could offer me was a plan for $40 a month with 25GB of data. While this was an improvement, I couldn't help but feel frustrated that new customers were getting a better deal, offering more data for the same price.

When I questioned the fairness of this situation, I was taken aback by their response. I asked if it was acceptable for me to consider leaving Koodo in favor of a different service provider who was offering more favorable terms. Shockingly, they simply said, "Yes, that is fine." This response, to say the least, left me extremely disappointed in the level of customer service I have received.

In the world of telecommunications, customer loyalty should be recognized and rewarded. The lack of consistency in offers and the lack of effort to retain loyal customers is a troubling aspect of my experience with Koodo. It's unfortunate to feel that as a long-term customer, I don't receive the same level of consideration as new subscribers.

While I understand the need to attract new customers, it is equally important to retain existing ones and treat them with fairness and respect. I sincerely hope Koodo takes a closer look at their pricing policies and their customer service approach to ensure that they are not alienating loyal customers. I

I had written a review yesterday regarding my customer service experience with Koodo (Telus), please see original review below,
But have since resolved it today. I believe a company's customer service is only as good as the person on the other end of the phone on that day. This was a simple roaming charge error that was resolved in minutes with the proper experienced service rep. Yesterday was a complete waste of time as the rep either didn't know how to resolve the issue or was too afraid to take responsibility without constantly referring to his supervisor. At any rate patience and politeness can pay off.
Thank you,

(original review)
The initial customer service reps seem not to have any authority to make simple reversals of small charges. I tried to get a $16 roaming charge reversed to no avail. The charge was mistakenly applied and clearly showed one minute or the cost of connection and $16 was applied. The rep that I contacted after waiting a half hour for a callback, understood my frustration with the one-minute $16 charge but continually had to contact his supervisor. I was cut off three times which is ironic for a communications company. In the end, nothing was resolved and I am now considering switching to a new company.

I have been with multiple carriers over time. Koodo is by far the worst of them.

Horrible customer service, most of the time they send you to multiple places before an issue is resolved.

I purchased a Certified Pre owned phone that stopped working after a few weeks. But beyond the point I was able to return it. You only get one month. The screen started to not register touch and it would pixelate and change colour. After being sent to two different Koodo locations I was sent to a Telus store to send it away. They were less than happy to assist me there. Like I'm inconveniencing them because Koodo phone is trash.

We got the phone back and it worked for a couple months. Then the same issues started happening again, went through the process and it happened again. This time outside of the time that they cover the cost of repair. So we're stuck with this phone that 80% of the time doesn't register touch. Couldn't even answer when a call comes in.

After being a customer for over 5 years, there was nothing they'd do to assist.

So I changed companies and am left paying the remaining amount, sneakily in the contract not as the tab for a garbage phone that hardly ever worked.

NEVER buy preowned and honestly, so glad I've left Koodo now!
Bye

Horrible service. After sending a message to my phone with an offer to update my plan and phone, I spent hours going to kiosks and having 2 calls set up just to have my plan back after two weeks of unfulfilled promises.

THE WORST IN ONTARIO this what it shows after i pay my bill! Like WHAT THE $#*!! IN a emergency i cant even get service Thank God for wifi $#*! KOODOO

Terrible bad service! They treated me like trash! I was trapped with the promotion and signed up with this good deal and was advised by the agent if you do not want to use the SIM it's okay and nothing to worry about charges at all because you won't use the service, I Changed my mind and stick with my provider because I realized I will pay extra $7 which is not worth it! I was complacent that everything was okay until I received the letter from my mailbox, mentioning that I needed to pay $334!
I never use the service! And why on earth continue the billing for 4 ridiculous months without disconnecting it for the first month of not paying it! It doesn't make sense! I never inserted the SIM how come it will activate! How did you charge me for $334 without using your service I was supposed to get $50 monthly deal! (if i grab the deal but I wasn't) for 4 months you charge me $334! How come!? Can you do the math? They told me if I didn't pay the amount my credit score would be at stake and it's horrible! I can pay for the service which I used it! They could not even see my account because there was no activity or history of me using the service! I hope they will do something about this matter because it is terrible experience!

I've been with Koodo for seven years. Customer service was decent up until the integrated the Koodo Text Service or whatever they call it. You can NEVER reach an employee to discuss your concerns or get clarification! For this reason alone I will be terminating my service agreement.

I recently purchased a Koodo Simard and ported in my number from Freedom. However, the Koodo technical support person did something wrong, and the porting process was not done correctly. So, my previous number from Freedom is now canceled and I am stuck with a random phone number that Koodo gave me. Despite this, no one at Koodo customer service or technical support has been able to help me resolve the issue. To talk to a person at customer service I have to go through a nonsense bot loop to get a call back from them. And then when I get a callback, the rep puts me on hold for two hours and just hangs up after they cannot solve the issue. This is the worst provider that I have ever seen. Please stay away!

By the way, I also cannot access the self-service portal and they are not even helping with that. It is truly a shame!

Never accept an offer from koodo. I tried it out and they could never get my number.
I cancelled many times. They kept sending me a bill.
Now they want me to pay for 6 months of service that I never got.

It has been referred to Metcredit. A collections company.
They phone me numerous times daily.
Threats as well.

Just avoid Koodo.

KoodoMobile provides terrible service, I recommend staying away from this company. Koodo charged me for nothing and didn't admit their mistake, I am very upset with this service.

I am a long standing customer of Koodo mobile. In June 2023 KOODO CALLED ME and offered me a "free" tablet as a thank you for my perfect payment history. This tablet was FREE to ACTIVATE ($50) and I would be able to cancel at any time. These conditions were repeated by the Representative many times. In turn, I would pay $15/month for 4G of data. I certainly wasn't looking for another device or to increase my monthly bill, but it was no strings attached, right?
When I received my bill in July 2023 I saw that I had been charged the $50 activation fee, so I called to dispute the charge. Many kind Representatives and an hour later I received my credit, but not before I was obviously frustrated.
In August 2023 I attempted to cancel the 4G of data. The tablet hasn't been used and has been collecting dust and we have adequate WiFi at home. I then learned that in order to cancel the service I would be charged almost $300 for the cost of the "FREE" device. Which I declined. The service Rep literally laughed at me on the phone and continued to tell me to be respectful, which I was. I was speaking clearly and authoritatively (no swears) but I have had enough with their time wasting scams.
DO NOT accept any "FREE" offers. This company is a pro at keeping their customers locked in and blatently lying to them.

How what a severe downgrade in service from people to machines. Will be going to another provider that is less automated and has live customer service. Phones can help people but by putting machines instead of people is a real message to their clients. They are more interested in satisfying their shareholders rather than their clients. This will only deter people like me who do jot like dealing with machines. Bye bye Telus and your awful customer service. Maybe your machines can generate revenue because i will not be paying for machine service.