Business Profile

Telecommunications

Koodo Mobile

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

352 total complaints in the last 3 years.
96 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.

Initial Complaint
Date:13/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 shock free data I set ** ** **** ****** to only allow me to make changes and put on the notices for data used and when it reaches the max amount they have for it to be locked and not allow access without my approval. I got a bill for $498 overages for July. Koodo is saying shock free data is not a block. ********* **** ** ** ***** *** ***** *** ****** ***** ** ** **** ***** ** ***** **** ***** *
Business Response
Date: 14/08/2025
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 MOBILITY
Initial Complaint
Date:07/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 am writing to formally express my concern regarding an item reported on my credit file, specifically related to a KOODO account ending in *****.

I previously submitted a dispute with **********, questioning the accuracy of this account. However, I recently received a response (** **** *** ******) stating that the account was verified as accurate. I respectfully disagree with this conclusion and would like to provide further clarification.

Details of My Issue:
*I do not recognize or have any recollection of opening a KOODO account ending in ****.

I believe this may be the result of identity theft or an unauthorized account opened in my name without my consent.

I have never received bills, communications, or services related to this account.

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

Request for Resolution:
I kindly request that:

This account be thoroughly re-investigated with new supporting documentation I am prepared to provide.

KOODO be contacted again to verify account ownership, usage details, and any identification used to open the account.

This entry be removed from my credit file if it is confirmed to be inaccurate or fraudulent.

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

I appreciate your time and assistance in helping resolve this issue. Please let me know if any additional information is needed from my side.

Sincerely,
****** *******
Business Response
Date: 13/08/2025
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.

Customer Answer
Date: 13/08/2025

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:07/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
**** ******* ******** ***** ******** **** **** ******* *** ******* ** **** ********* Maybe it works around the cities and towns but no where in between. ** ****** *** **** *** **** *** * ******* **** ** **. I can legit be on a huge hill over looking a city and nope not a bar of service showing. *** **** **** ******* ******* *** ****** **** ****** ** ***** ** ******* *** ***** ******* **** **** ******* **** **** ***** *** **** ******* **** * *** ** ** ******* **** ** *** ****
Business Response
Date: 12/08/2025
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 ###-###-####.
Initial Complaint
Date:28/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 contacted them numerous time to adjust my bill it was 200 dollars for a basic plan with 2 phones ** ******* ** ***** ******** ** I found a cheaper plan for 90.00 and canceled I have requested in person, online by email for a breakdown of my bill end of June I got a call back from a supervisor saying no problem we will make an exception and mail it out to date I have received no response.
I got an email stating
*****
*********
Total Balance: $946.77
Overdue Balance: $946.77
We're sad to see you go
Hey *****,
We hope you are keeping healthy during this difficult time.
As requested, we've cancelled your Koodo account #*********. *****, thanks for being a Koodo customer.
Your final balance on this account is $946.77.
Make a payment today or let us know when you can clear your outstanding balance. Please make a payment as soon as possible. Otherwise it will go to collections on 29 August 2025.
I don’t feel I owe this much?
Business Response
Date: 29/07/2025
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: 30/07/2025

Complaint: ********

I am rejecting this response because: I want an itemized bill what they are charging me for . sending just the amount is not explained ,when the gentleman spoke yesterday he said because I canceled my contract so what is the amount for each phone this was not explained .1 phone was almost to the end of contract I am not paying full price.

Please send a bill explaining the charges and I will review it and pay the bill until I receive it in the mail not email it will not be paid

Sincerely,

****** *****
Initial Complaint
Date:25/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 use to be a Koodo mobile monthly customer for many years. For the most part they were good. When my daughter turned 12, my wife and I got her a phone and got her a “PAY-AS-YOU-GO” plan with Kodoo. The reason I decided to this route is so that the phone company would deny any overages before it could happen. It was a $15 plan, and I tested it, trying to make long distance calls and it would not go through. All is good, I would go to a retailer to buy a $20 card or a printout and update her account with the funds. **** ** *** **** *** * ***** ******* ****** *********** *** ** ******** **** ****** ***** *****. This went on for over a year. All was well. Koodo kept asking me to put her on auto payment plan for her pay-as-you-go service. Just to save me the inconvenience of going to a retailer. I said “no” probably 3x, in the span of a few months. After, I had to change my plan for a better offer that was presented to me so I took it. The person on the phone asked me again to do the auto payment plan and reassured me that this is still pay as you go plan and can’t have any overages. Just makes it easier. Then I get a notification that I owe $2426.54. I knew exactly what happened, my daugther made a long distance call. They switched it at some point to a monthly plan. After talking to them numerous times and speaking up the chain of command, they wouldn’t admit that they were in the wrong. The best they would do is $1600. That was in Aug 2023. I left the company with my daugther and went elsewhere. I tried a few more times to contact but with no results. Kodoo has never attempted to contact me. Now I’m getting a letter from a credit company to pay $4,694.27. * ***** ****** ***** *** *** ** * ***** *** ** *** ****** **** *** ******** ******** ** **** *** ***** ****** ****** ****** *** **** ***** ** ************
Business Response
Date: 31/07/2025
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: 31/07/2025

Complaint: ********

I am rejecting this response because:
By the end of our phone conversation and explaining to the person on the phone how “pay-as-you-go” works. The person “admitted” that it was their fault. Saying it changed to a monthly plan vs. a pre authorized payment for a pay as you go plan. So I wanted to finally clear the air and my reputation and pay for the estimated $100 debt that I still owe, for the month of August. The person on the phone said they couldn’t do anything regarding this matter, and this was just a courtesy call, because of this complaint from BBB. For a moment there when I got the call, I thought finally I can put this horrific chapter to rest, and I got nothing. Not even sure what was the point of the call, if the person on the other end couldn’t do anything.

I would like to pay off my balance of est. $100 which I do still owe for August. And get my credit rating fixed. Any help would be appreciated.

Sincerely,

**** ********
Initial Complaint
Date:30/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Hello this company is trying to charge me for a bill back in April i told them i all ready pay it i,m going to pay and will go threw the BBB you are trying to double bill me for they said we madea mistake and did not receive it i,m like well it the end of june so this dose not make sence you would come at me for this now
Business Response
Date: 10/07/2025
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:27/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 is filing a derogatory mark against my credit rating because I forgot to make a payment by 7 days after 3 years of never missing one before. * **** **** ************ * ******** ********* ** ** **** *** * **** **** ** ** ********* ********* ** * ***** ********* I paid my bill immediately upon finding out but the reps I spoke to refused to help or give me any way to identify them in my complaint.
Business Response
Date: 28/06/2025
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,

***
Initial Complaint
Date:17/06/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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:
AnsweredMore info
Complaint statuses
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:
AnsweredMore info
Complaint statuses
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,
******

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Koodo Mobile is NOT a BBB Accredited Business.