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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

    • 370 total complaints in the last 3 years.
    • 112 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:17/06/2025

      Type:Sales and Advertising 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 signed up for a monthly Koodo mobile plan in-store, intending to only get a line since I already had a phone. The salesperson offered a phone for just $1/month, so I agreed. However, the order was canceled because the phone was out of stock, even though they had already given me a SIM card and charged me $50.
      I contacted customer service to explain I only needed the line, not the phone. After some back and forth, the agent reactivated the offer and reordered the phone, but they mistakenly activated the line immediately—weeks before I even received the phone or SIM card.
      Later, I tried to get that first month’s charge removed since I couldn’t use the service yet, but their support was completely unhelpful. They also told me to return the SIM card to the store for a refund. The store only refunded $30 out of $50 and said the remaining $20 had to go through customer service—again, no help.
      Eventually, after experiencing poor service (slow mobile internet, missed voicemails), I switched providers. I was on a monthly plan with no term, and the phone was only meant to cost $1/month as part of a 24month promo. Now, my final bill shows a charge of over $200 for the phone I didn’t even want in the first place. I only accepted it because of the promotional deal.
      Koodo refuses to take the phone back or adjust the charge, even though it’s barely used and I only kept it because of the $1/month offer. * **** ****** *** ***** **** * ****** * ***** ******* **** ***** **** *********** *** *** **** ** ******* ** ******* Either return the phone or pay the originally agreed $24 instead of $200+

      Business Response

      Date: 19/06/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. I was able to reach **** ********* today and set an agreem with him at 100$ to be paid, to close the account with 00$ balance. He will be making his payment with online banking. 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, 

       

      **** ****** / CRMT OFF Queue Team

      Customer Answer

      Date: 20/06/2025

       

      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

      Date:30/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased on a two year term a certified pre owned phone from koodo. It was my 3rd one and never had issues with my previous ones.

      3 weeks ago the screen went dead. The phone works, alarm rings and it vibrates when plugged in.

      Since it is certified preowned, koodo offers 1 year warranty through them, not the manufaturer.

      I called and asked for assistance amd they told me my "trial period" was over. It meant i could not exchange it. I understood thst and all i wanted was to have it repaired. They told me to visit a store in my town. The store doesnt do anything for koodo. I called back and the second rep told me that the closest store called ****** ****** is in rimouski, 2 hours away. I did not find that acceptable that they asled me to travel 2 hours amd only offered to do a renewal having to pay the full balance.

      I asked for escalations. I asked if they could provide a box to ship it to the repair. They refused. Told me if i didnt want to go to do a renewal and they would take off half the owed balance. Again, not acceptable since they promise a warranty.

      The phone was not damaged whatsoever, even in pristine condition. I got the contact info for the store and called them. They said i could send it to them. I paid 38$ of shipping for this.

      A week later the store called and said they dont repair phones under koodo's own warranty. Now i could fix at my own risk at 460$ or have it shipped back again and pay for the shipping.

      I tried to reach out to koodo but i am being tossed around and ignored. Not only are they not honoring the warranty to have it fixed but i paid out of pocket for the shipping. I sinply need a resolution that they honor the warranty and fix it at no cost to me, and reimburse me for the damages.

      Business Response

      Date: 08/06/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. TELUS Mobility has spoken with the customer regarding their concerns towards their TELUS Mobility Account and they have been advised on our policies and we have reiterated our position. This matter is now considered closed by this office.


      Sincerely, 

      ****** 


      Customer Answer

      Date: 08/06/2025



      Complaint: ********



      I am rejecting this response because:

      Koodo has offered no resolution that honored their own manufacturer warranty. 

      I made all of the efforts to send the phone to Telus/Koodo's repair partners *** ****** ****** in Rimouski, QC and both sides placed blame on each other for not honoring a warranty that covers repair qnd if no repair is possible, a replacement should be available.

      Even after a discussion with the store manager, they stated that whey they comtacted Koodo, they told him that I only had 30 days of warranty, not 1 year as per the standard, and that i had agreed to pay the repair costs, which i never did. 

      ****** has attempted to offer 50% off the remaining device balance +40$ for the shipping costs to send my phone to the store and to take a new 2 year contract. 

      i explained that my financial situation has been severe and i do not have the means to do a renewal and they offered that i refer people to join Koodo to get more credits. 

      i explained that with the customer service experience i have received from Koodo that i did not feel that referring them is appropriate nor offering me means for them to gain customers and more money.

      Also, by doing a renewal i would have to get a new phone, which none of the phones were affordable. He stated that i was not being realistic because i wanted a phone that would cost more. I explained that based on what was offered, any route i had would be more costly to me no matter what, and all i wanted was a phone that was of the same brand and functionality than the one i had. * **** *** ******* *** ****** *** ** *** ******* **** * ****** *** * **** * ** ******* *** ******* ****** ***** ** ***** ***** ** **** ********* **** **** * *** ****** **** 

      i said that i needed time to think about this since all offers made were in Koodo's advantage and not mine. They didn't honor the warranty, they did not facilitate having my phone repaired, i received numerous misinformation from agents; they misinformed the store; and the concluding offer obligates me to cancel the current contract and to renew and pay more for a plan, phone, device balance, etc. 

      This entire ordeal has been over a month long, and they offered the same thing during every single discussion. Even sfter this complaint, they made little to no extra effort to honor their warranty. 

      The only resolution i see fit at this point and time is for them to replace the phone under the same repair warranty as if a phone is not repairable they are responsible to replace the device, or offer to waive the entire device balance. Even if with the device balance waived, i will still need to get a new phone which will improve my cost but at the least i am not responsible to cover the cost of the device that i should not be responsible paying for since no one wants to honor the warranty to repair or replace it. 

      Considering the ******** customer service experience, misinformation and lack of responsibilty taken by Koodo and ****** ******, this is the least that they should do. I have advised them as such but they simply kept pushing back that no matter what, i had to pay out of pocket for something that i should not have been held responsible for. 


      Sincerely,



      **** ****** *****

      Business Response

      Date: 17/06/2025

      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,
       ***

    • Initial Complaint

      Date:26/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have paid for a European pass for 30 days = $60 and prior a Caribbean pass for 7 days = $40 and I received a bill for $206 on May 19th for cell phone service including calls and texts both of which have NOT WORKED since April 3, 2025. I have contacted Koodo multiple times for technical support and I arranged call backs multiple times and I am in Europe paying for cell phone service that is not working *** **** ** *** **** *** ****** *** ** ****** *** ** ** ***** ***! I would appreciate Koodo calling me to get my cell service working and a credit for the $206 which I have not used.

      Business Response

      Date: 29/05/2025

      Dear BBB Administrator,
      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
      TELUS has attempted to reach the customer on multiple occasions with 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 TELUS Client Care team at ###-###-####. 
      Sincerely, ***

      Customer Answer

      Date: 30/05/2025



      Complaint: ********



      I am rejecting this response because:

      THERE IS NOT A SINGLE CALL FROM TELUS. I waited on severamente occasione from 12:00-1:00 am and 11:30-12:00 am with no call backs ***** ** ******* ***** ** *** ********** **** ** **** *********** I am asking for technical support so that I can use my cell phone in italy, which I have already paid $206. The company has neve calle me back once. Several friends in Canada have called to arrange call backs for me as well with zero contact from Koodo ** *****. This is not fair as I am paying a lot of money and receiving zero service. *** ***** ******** 
      **********

      ** ***** ********

      Business Response

      Date: 07/06/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.


      TELUS has attempted to reach the customer on multiple occasions with 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 TELUS Client Care team at ###-###-####. 


      Sincerely,

      ****** 


    • Initial Complaint

      Date:20/05/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Koodo Mobile Representative ***** by call-back phone call agreed to Credit $111.67 to my *** **** Debit card within three business days. ***** stated I was overcharged by $80.00 on my first bill on April 24, 2025. I spoke with *** ****** **** ***** ******** and printed out a April 26, 2025 **** Debit Transaction that the *** $111.67 settlement refund should have been May 7, 2025 and is still delayed. Please investigate. I want the *** $111.67 settlement refund now. * **** ****** ** **** *** **** * *** ****** ** ***** ******* * **** ****** *** ******* ** ***** ****** ********* *** ********** ********* ** *** **** ******************** ********* *** **** ******* ********** * ** * **** ******* ******* ****** **** ****** ***** ** * ********* ***** *** ***** *** *** ******** **** ****** 

      Business Response

      Date: 01/06/2025

      Dear BBB Administrator,

      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.

      TELUS has attempted to reach the customer on multiple occasions with messages left but have not received any call back . However, a voicemail was left notifying the customer that their complaint has been resolved internally.

      Should the customer wish to discuss any outstanding issues further, they can contact our TELUS Client Care team at ###-###-####.

      Sincerely,
      ******

    • Initial Complaint

      Date:01/05/2025

      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 was told if I pre-authorised my payments I would get my bill discounted by $10 monthly. It was not applied on my bill. I scheduled a call back and did not get called back.

      Business Response

      Date: 14/05/2025

      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,

      **** ****** ******** 


      Customer Answer

      Date: 14/05/2025



      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

      Date:17/04/2025

      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.
      **** **** ******* ****** ********* ******** *** **** ** *****. My plan has always been "unlimited texting and calling across Canada". A month ago, this plan was changed without my knowledge; inserting calling limits. With the changes that Koodo installed behind my back, I have been charged for local (Ottawa) calls, my own number ###-###-#### is also charged (I never call myself). I have been charged for Toll Free numbers that governments and companies pay for, so that a caller does not have to pay. ****** *** *** ******** ***** 

      I spoke to the AI assistant first. It had no information regarding this issue. I called Koodo's number ###-###-#### eight (8) times and spoke to about three (3) representatives *** **** **** **** ******* *****. A typical monthly bill with Koodo was between $40 - $50. After the change, the bill came to $240.00 in March, 2025. Even after speaking to the representatives, they ignored all the exchanges I had with them. Instead, Koodo has just sent another bill for $385.84.

      **** ** * ***** **** ** ********* ***** ********* **** **** ** ********** *********** **** ** ******* * ** *** **** *** ********* ******** ** ******* **** ** ******* ** *********** ******** *********

      Business Response

      Date: 02/05/2025

      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 Escalations Team

      Customer Answer

      Date: 07/05/2025

       

      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

      Date:16/04/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      In 2015, I applied for a phone plan with Koodo Mobile and was accepted. I later ****** ******** *** lost my phone, asking them to "brick" my phone ** **** *** ****** *** ***** ** ******** *** **. I was able to get it back ***** ******* *** *** ***** ** but when I went to get it unlocked, I was told I needed 3 pieces of photo ID and could not get that ******* * *** ********. Later, I found out that I only needed 2 pieces of photo ID so I'm not sure why they refused to unlock it. ******* *** ****** ******* ***** *** ***********. The account went to collections and was written off after 7 years. I worked very hard to fix my credit ** **** * ***** ******* *** ** ********** *** *** ** **** ** ** *** ** ***** ******* **** ** ****** **** only to find that now, 10 years later, they have resubmitted my debt and it alone has dropped my score down ** ***. * **** **** ******* **** ** **** ******* * ***** ***** *** **** *** **** ** **** ** ******** **** **** ******** ** ****** ** *****. **** *** ********** ********** ** **** ***** ** ******* **** ** ****** *** ** **** ****** *** ** * *** **** ** ***** * **** ** ******* *** * ***** ** **** ** ***** ** *** * *** *** * **** ****** ** *** **** **** ******* * ***.

      Business Response

      Date: 16/04/2025

      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 they have been advised on our policies and we have reiterated our position. This matter is now considered closed by this office.
      Sincerely,
      KOODO Mobility Team

    • Initial Complaint

      Date:13/03/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This company sent me 10 copies of paper phone bills about 5 weeks ago, I never requested or asked for these bills, they charged me $15 dollars each for a total of $150,I will pay the bill for fear of having my phone cut off, but I like to be reimbursed for this over charge or mistake, thank you

      Business Response

      Date: 14/03/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. We confirm that the issue has been addressed effectively with the charges being removed and the client has been informed about it. This matter is now considered closed by this office.
      Sincerely, 

      Koodo Mobility Team


    • Initial Complaint

      Date:17/01/2025

      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 have a bill paid but they are not applying it, I have called twice and was told 2 business days and then 5 afterwords and today is the 6th so I am here contacting you guys over a bill trying to be paid but my service is cut on the 25th if this isn't worked out and they told me they will keep it on until this is figured out but the truth is hard with them right now

      Business Response

      Date: 23/01/2025

      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 on multiple occasions with 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 ***** Client Care team at ###-###-####. 


      Sincerely,

      ***** Escalation team 


      Customer Answer

      Date: 27/01/2025



      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.


      * **** **** **** ********* ****** *** **** **** ****** ** *** **** ** ***** **** ** ***** * **** **** **** **** **** ***** my money has gone threw and everything is okay now thank you

      Sincerely,



      ****** ****

    • Initial Complaint

      Date:09/01/2025

      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.
      ***** ******** ************ ******** ******* *** ********** ****** ***** *** **** * ********** * **** ** ***** ** ********* *********** ********** **** ***** ******* ************ *** ****** **** ****** ******** ******** *** *** ****** **** ***** ***** *********.

      I canceled my Koodo Mobile service on November 21, 2018, and they owed me a refund of $36.96. Since then, I have made numerous calls over the past seven years, requesting my refund. Each time, I was promised that a check would be issued, but nothing ever happened.

      ***** ******** ******* *** ********** ************ *** **** ******* ****** **** ***** ********* ** ****** **** ****** ********* ***** ** ** **** ****** ** **** **** **** ******** *** ***** ***** **** ** ********** **** ***** **** ***** *** ***** ************ ***** *** ********* *** *** * ******* **** ***** ****** *** ********** * ******* ****** ****** ** ***** ** *** ***** ********* **** ********** ****** ******** ******* **** ***** ********* *** ***** ***** ********** ******** ***** * ******* **** ****** *** ********* **** *** ********* *** **** **** *** * **** ******* ** ********** **** **** ****** ********** **** **** ***** **** ** **** ****** ***** *******

      Business Response

      Date: 16/01/2025

      Dear BBB,

       

      The customer has been informed the refund will take 4-6 weeks. 

      This matter is now closed by our office.

      Regards

      Customer Answer

      Date: 03/03/2025

      Even though Koodo said the refund they owe me would be processed within 6weeks nothing has been resolved.

      * ******** ******** **** **** **** ******** ** *** ****** ** **** ***** *****

      Business Response

      Date: 03/03/2025

      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,

      Customer Answer

      Date: 05/03/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is hopeful.

      Koodo issued my refund cheque which will be arrived within 4weeks.

      If it is not, I will contact BBB again to escalate this issue.


      Sincerely,



      *** *** ***

    Koodo Mobile is NOT a BBB Accredited Business.

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