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

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:20/05/2025
Type:Product 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 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:
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 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:
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.
**** **** ******* ****** ********* ******** *** **** ** *****. 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:
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.
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:
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.
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:
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 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:
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 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,

*** *** ***
Initial Complaint
Date:23/12/2024
Type:Sales and Advertising 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 been with talks with Koodo ****** ** ****** for the past 2 months. I have been with Koodo for over 10 years and rarely have to deal with their customer service. During the last 2 months I've received offers to upgrade my plan and get a new phone. This was the purpose of my call. I called them and they told me they cannot meet my ask of meeting me at the same price I am at now. I said okay and we hung up. A week goes by and I decide I will just do the phone plan upgrade I received and keep my phone. During the conversation a talk about phone comes up and I decide to take some time to think about it. I receive another offer again with the same promotion in text. I call and decide to take the phone and plan upgrade. They didn't have the phone in stock so the representative tells me they will log it with the warehouse and once in stock it will get shipped out to me. When it gets shipped to me, my plan will start. I was very happy. 5 business days have passed and I decided to call asking when my phone is coming, my phone plan is getting reset soon and I still don't have my new plan as well. I called today December 21, 2024 and today I am informed there is no phone and no plan. I spent 2 hours placing this order and wasting my time. * *** ******** ***** ******** *** * **** **** ***** ****** **** * *******
Business Response
Date: 24/12/2024
Was a RISK CASE #*****. Case is resolved and closed.
Initial Complaint
Date:28/11/2024
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.
On Saturday November 16th, i received a phone call from a Lady named Jeanallyn who worked in the promotional department of Koodo. She said I am a Loyal customer and they have some promotional offers going on right now, if I am interested!
She listed off 3 different offers for my mobile. And I chose the package that was $20 a month with 20 gb of data. Which included unlimited calling and text messaging. She then went on to offer me phone plans if I wanted to add any family members who already have a phone for $15 a month. So I agreed to sign both my children up, as I felt that I could afford the deal that was presented to me. She sent the sim cards to me through a delivery service and they arrived on Wednesday November 20th. After we got the sim cards set up in my kids phones, I realized in my billing profile, that the charges didn't match up to the deal I was offered. So I called and requested a phone call. I was then informed, they don't have offers that match the deal I was promised and they apologized for my bad experience. * ******** ***** *** ** **** **** ******* ******* ****** ***** ***** ***** **** ***** ******** ****** * **** ******** ** they tried to give me some discounts, *** * ***** ***** * *** ****** **** * **** ******** ****** ** ****** ** ** **** **** ******* ** ******* **** * ***** **** *** *** ** **** *** ***** *** ** ** ********** *** **** ** **** *** *** ***** ****** ** **** **** * ** ******* ** **** **** *** ****** I even spoke with a manager and he apologized but there was nothing he could do! * **** ***** **** **** *** ********* ** ****** *** ***** *** **** ******** ** ****** **** **** **** ** ***** ***** * *** ******* ********** *** *** ** **** ******** **** ***** ***** *** I'm paying $15 more than I was originally offered.
Business Response
Date: 03/12/2024
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,

Ryan
Initial Complaint
Date:28/11/2024
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.
A Koodo agent ***** ****** offered me a promo deal over the phone last Oct 10, 2024. In the conversation I was told that sim cards will be mailed shortly and the agent will then call me to walk me through the activation process for the plan. In turn, i informed her that I was about to leave for a trip abroad in about a week. My dparture date came and the sim cards had not arrived nor did I get a call from said agent. Upon my return 15 days later, the simcards were already waiting in my mailbox. However, I had since changed my mind about the offer. I never installed the simcards or even open the envelopes. Nor, for the matter, had I availed of Koodo’s services in any way whatsoever. Later on, i begin receiving emails from Koodo saying that my first billing is ready. I have tried to reach Koodo to have this reversed but their website doesnt seem to have any feature or provisions for bringing up such an issue. Even calling their customer service or viewing the above billing required a 10-digit sign in number which I never had. Hence, I am unable to even provide a specific account number for reference on this matter. Last week (11/21/2024), another Koodo agent ***** ******* called and gave me an even better deal and offered to have the “current” billing reversed on condition that I sign up & accept the deal. When I told him i needed to think about it & said he will call me back the next day. He never did until today. Nevertheless, I remain uninterested to proceed with the transaction and only want to have the spurious billing cleared away.
Business Response
Date: 03/12/2024
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,

****
Customer Answer
Date: 03/12/2024

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,

****** ***
Customer Answer
Date: 20/05/2025
On 28Nov2024 I placed a dispute on BBB involving Koodo Mobile. In it I detailed why their billing was invalid and simply borne of a simple miscommunication. On 03Dec2024 I was happy to hear back from you that the said business had responded favourably saying the “matter is now considered closed by this office.” ****** ** * ******* ****. To which, I responded with my conforme to the resolution. I understood it to be the end of the matter.

Subsequently, I would occasionally recieve collection messages but ignored them as probably clerical or system errors.
Yesterday, i recieved communication **** ******* ****** about a balance of $678.29 owed to KOODO MOBILE to be paid at “******************************* ***** ******** ******** ** ******* ** ** ***********”. I immediately called the number to explain about the prior resolution but was told they can not entertain such matters once my case had been referred to them by their client (Koodo) and can only enforce collection or otherwise elevate my case to the Credit Bureau for adverse tagging on my record. Further discussion was futile.

In view of the above, may I request for your kind intervention once again to revisit my case and resolve it with finality.

Thank you very much!

Sincerely,

****** ** ***
****** * *** ********
Business Response
Date: 28/05/2025
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 but there is no option for us to leave messages.
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: Their response redounds to a walk back on their previous communication **** ** **** stating “…the issue has been addressed effectively and they are satisfied with the outcome. This matter is now considered closed by this office.” Meanwhile, my argument in defense remains the same: records will show I have never installed, activated the simcards they sent and have never availed of their services in any way, shape or form. This whole thing was just borne of a misunderstanding over the phone with their agent’s unclear explanation. I ask that they stay true and stand by their original response in 03Dec2024 that the issue has been resolved.

Sincerely,

****** ***
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 no option to leave a message. However, the customer's 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,
******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Koodo Mobile is NOT a BBB Accredited Business.