KoodoMobileReviews 206

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.

Very bad service - avoid if switching carriers and keeping your number! The staff at Koodo in Shopper's World in Brampton was unprofessional, impatient, and rude. Simreen is her name.
My daughter and I switched from Bell to Koodo. While my plan worked fine, my daughter's number wasn't activated, so we went to the store.
The employee mixed up our numbers, causing my number to disappear and my daughter's phone to show only SOS. She couldn't activate the international calling function either and told us to wait for a callback-which never came.
When we returned the next day, she refused to listen and blamed me for the problem, while ignoring us to serve other customers. She challenged us to report her to Koodo head office, and called the security kicked us out of the store, because we made a video of her to report to the head office.
We were very frustrated and disappointed. Thankfully, another Koodo staff member elsewhere was helpful and managed to resolve the issue.

I was a Koodo Mobile customer, but they increased my monthly payment without any prior notice. Frustrated by this unexpected charge, I switched to another provider.

A few days later, Koodo contacted me, admitting that it was their mistake that I left and offering what they claimed to be a "great deal" to win me back. However, the deal was no better than before, and to make matters worse, they charged me even more—extra fees that didn't exist in the first place. When I tried to cancel, I found it nearly impossible to do so.

Be very cautious with Koodo. Their tactics feel misleading, and they seem more focused on overcharging customers than providing fair and honest service.

Kept pronouncing my name wrong, Even though I corrected him three times, Long wait times, Zero customer service, The offshore call centres are the worst, I will schedule a phone call and they'll call me at the wrong day the wrong time, I will ask him to call me back the next day at a certain time they will say no problem and never happens, Lots of drop calls my data doesn't work all the time, I had just asked for a manager been on hold now for over 50 minutes, They have no clue what customer service has and it's just disgusting, I have phoned so many times of issues on my cell phone. I get the same old Service, blah blah blah. I would not recommend Koodo to my worst enemy…. So much for being a loyal customer as they don't care

We are leaving Koodo after several years.

No problem talking to you when you are buying a second line and setting up a plan.
TRY, JUST TRY to talk to customer service after THEY have screwed up your information on the second line. After three hours of trying to find a voice, we were told that an agent will call us back tomorrow at 5:30 p.m.

Do NOT choose Koodo or Telus. They have NO customer service.

You are in for an afternoon of frustration on a sunny day. You will miss the rugby game you thought you were going to watch

Losing Data and network services, infect I live in the city center, I did everything from troubleshooting to searching for new updates but nothing works, speaking with customer support is useless as most of them have lack of ethics, I being put on holds for half an hour and never get back to me to fix my problem, definitely not worth it

I feel scammed by Koodo!

As a former Fido customer, I was convinced by a Koodo sales agent to switch, with the promise of free international calls—which by the way never worked for me. I regrettably switched to Koodo, only to find their service utterly terrible. After just 7 days, I canceled and switched back to Fido.

Imagine my shock when I was charged $90 for this atrocious service! To make matters worse, Koodo's customer service is practically unreachable—you have to register for them to call you back. After a frustrating wait, their poor explanation was that $60 was an activation fee and $30 was for the 7 days of rubbish service and the Koodo sales agent had initially assured me there would be no activation fee.

This experience was utterly disgusting. Koodo is nothing short of a scam. If you're reading this, steer clear of Koodo.

ZERO customer support! No way to contact customer service directly! 7 Months Ago, my Prepaid Koodo phone plan WORKED! For 7 Months I have been NICE and trying to get someone to FIX IT! Calls Do not Go Through, 5 Minutes or MORE before Phone starts to ring! Call Drop after 10 Minutes. Calls that Did not go through suddenly ringing HOURS if not a DAY later! My number does not come up! NO ONE has fixed this! Teir 2 from Koodo texted me and said it was Fixed and 3 test calls IT IS NOT FIXED! Same issue! No FIX! I am NOT the ONLY one having this Problem! It is 2024, this should NOT HAPPEN AT ALL

Have been with Koodo for about 20 years. I decided to buy a preowned IPhone 11 max in September. Worked fine until a month ago. It's dead now and I have gone to many places to have them look at it. Plus calling Koodos a few times waiting for them to send me an email? Just got a call back and he said yes it's still under the 1 year warranty. They will not replace it but go back to the store and get them to send it out for repair. But the repair may not be covered? You need to make a 400.00 deposit? Could not tell me what was covered? I am still paying them monthly for a phone that does not work?spent to much money on this? Guess I have to change companies? Any suggestions.

Paid for service for a tablet. Never received the Sim card and they won't accept a return. Couldn't get hold of any service rep within their so called time limit so they refuse to let me return the tablet. So now I am paying for a service that they haven't provided just to keep credit from being ruined. 1.2star rating is too high for this company.

Lied to me about what my plan covered and therefore incurred hundreds of dollars in unexpected charges that they will not refund me! Rude customer service, talking over me, telling me I should have known even though I was told something completely condradictory, ignoring my requests to speak to someone else, putting me on hold in the middle of my sentence, absolutely worst experience I have ever had!

In the US koodo charges $1.60 / minute. So they push easy roam for $14.00 / day and you get to use your plan as if you where in Canada. I used my phone 5 times for one minute charge time each day. Instead of charging me $1.60 per minute for a total of $8.00. They charged me $70.00 for under five minutes of air time. While north of the border. Customer service is non existent. Koodo rips you off at every moment and there is no way to contact them. Not happy koodo.

I was signed up for the tablet. It requires a Sim card which I never received. I tried calling a couple times but after sitting on hold for 40+ minutes couldn't wait longer. I managed to finally get time to go into a koodo store to be told I could only do a return online. However they wouldn't due to it being more than a month. So they won't take back a brand new unused tablet that they failed enable me to use.

Bad service, bad customer care. They upsell plans, don't apply the credits, charge exorbitantly, and then customer care can barely help. Spent 2 hours on the phone with them. Now I have cancelled and still haven't received a pro rated bill nor plan.

IME, their customer service is the worst I've ever experienced (and I was with Bell Mobility a few years ago. Lol)
Save yourself the headaches and use another provider. There are others with better customer service for about the same price (Virgin Mobile for example)

Absolutely garbage customer service. My home internet plan was supposed to be activated on the 5th of January, status remained as processing until the 8th of January, never received my equipment, it was sent to my old address where I can't even receive the notice of attempted delivery. I asked if they could change the shipping address before the equipment got shipped out, literally days ago, and customer service acted like they barely had half of a brain cell and refused to help. Called back today to try to get more clarification on the situation because I received zero communication from them about why my activation date was three days late or why they were unable to change the shipping address to match the service address, and the woman on the phone began arguing with me. She was so rude and cutting me off when I tried to explain things to her that I hung up while she was still yammering on at me.

So, not only do I have to track down my package myself on the other side of the city to return it, I immediately cancelled my subscription and paid a month of internet for nothing. I will be paying off my cell phone tab balance and cancelling ALL of my services with this company despite a decade of being with them.

Get better people, your service is trash.

Can I rate it lower than 1?
I have been trying to close the account from Europe through FB messenger Koodo Mobile support. Chatting for more than 3 days, this is day 4.
Email address *******@koodomobile.com mailbox is full.

They started charging me even before I received the sim card! When I called the customer service, I could not reach a real person at all! Even though I was so lucky to reach a real person once, he just said he would ask someone to call me back, which, OF COURSE NEVER happened! He asked me to wait for 45 minutes to 1 hour! But I waited for 2 hours! Finally, I took the sim card to a nearby store to return it! But the sales rep said I could not do so! When I tried to explain my situation to him, he even said I was rude and insisted I had to get out!

I cancelled my service with Koodo one and half months before my 2-year contract ends. Koodo charged me the cancellation fees of tab bonus debit, tab debit, table charge for 2 months. I talked to one of the customer service, she didn't listen. By the way, if you want to talk to the customer service, sorry you have to book an appointment to get phone call. Garbage company. Stay away from it.

I would give it negative 100 stars if it was an option. Sent a defective phone, given horrible customer service, now after cancelling during the trial period - they are refusing to give me an updated bill showing what I'm being charged for.

In the week I was with Koodo:

-Sent an iPhone that didn't have Apple parts which the phone instantly warned me about

-customer service told me to go mall kiosk only to be told by mall kiosk that my issue could only be resolved with customer Service. The kiosk people did tell me this happens constantly and that these non genuine apple parts fail within months and cannot be serviced at Apple.

-hung up on by customer service

- refuse to provide me with a bill but being told I owe $. What for? "Correct adjustments" is the only information being provide

What a horrible experience from start to finish