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:02/01/2024
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 signed up with koodo on September 19th with the agreement of 10$ off of each phone plan for 10 months aswell as the 120$ connection fee waved when I recieved my first bill about a week after signing up It was over 200$ with the the connection fee never removed I went to the store aswell as called customer service numerous times and the store rep told me he would deal with it and would call me back i never recieved the connection fee back on my bill I have temporarily left koodo due to this matter as i feel it was unprofessional to say this and not follow through i will come back in the future if this issue is resolved I would like the 120$ credited back to account number ******** and whatever Is left on the account after the last bill comes out I would like a cheque mailed out for I have been a customer of ****/koodo but will no longer be dealing with eighter if this matter isn't resolved I am moving to a new house this summer and I won't even consider koodo or **** if this isn't resolved.

Account number

******** Phone number ************
Business Response
Date: 15/01/2024
Dear BBB Adminsitrator,
Thank you for forwarding the client's request to our offices.
We have reached an agreement with our client and no further action is required at this time.
Issue is now resolved and the case is now closed by our offices.
Warm Regards,
Koodo mobile
Customer Answer
Date: 17/01/2024

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.
I will definitely considering doing bussiness with koodo, ***** or **** in the future.
Sincerely,
**** ******
Initial Complaint
Date:12/12/2023
Type:Customer Service 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 bought a black Friday deal cellular plan from Koodo last month and submitted my details and paid for the cost of sim card.
As I am switching from **** to Koodo so I am their new customer.
I have provided all the necessary details and they made hard enquiry on my ******* profile. I confirmed that enquiry was made by *****, koodo's parent company.

They cancelled my order saying that there is information mismatch, which is totally untrue as they were able to make a hard enquiry on my profile with ******* with the information provided by me.
I emailed them about it and there is no response.
They refunded the cost of sim card paid by me but I want my order go through as they successfully made an enquiry.
Business Response
Date: 20/12/2023
Dear Better Business Bureau,
We have tried contacting the client multiple times however we have not been able to reach them. If the client is still needing assistance, please have him provide either another contact number or he can simply let us know the best to reach him.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 21/12/2023

Complaint: ********

I am rejecting this response because: The reason given for the cancellation of my order was information mismatch, which can not be true. Given that I have a bank account and a credit card, I have access to my profile with ******* and ********** via ******* apps and I can see there is a hard credit enquiry on file from *****.

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

These facts make me believe that cancellation reason (information mismatch) is not valid.
Please contact me on email: ***************@*******.com.

Please provide me with actual reason you cancelled my order.

Sincerely,

******** **** *****
Initial Complaint
Date:21/11/2023
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 November 19th, I got notifications lf data roaming charges even though the Koodo SIM was not the primary SIM at all since the start of the billing cycle. The total charges amount to $53.42. This is unfair.
Business Response
Date: 04/12/2023
Dear Better Business Bureau,
Thank you for bringing the client's concern to our
attention. This correspondence is intended to address
and resolve this matter
We have tried contacting the client 3 times with with no success. We have left a voicemail advising if they still need assistance with their account they can call customer service by dialing *** from their mobile handset.
Sincerely,
Mobility Resolutions

Customer Answer
Date: 07/12/2023

Complaint: ********

I am rejecting this response because:
I did not use my Koodo SIM at all for any data services during that time. I used another SIM for that.
Sincerely,

**** *****
Business Response
Date: 09/12/2023
Dear Better Business Bureau,
We have tried contacting the client 5 times now however when calling, it goes directly to his voicemail. The charges on the client bill are billed correctly. As a gesture of goodwill we have provided the client with a credit of $59.83 to cover the extra charges. We have left a voicemail for the client advising him so. This matter is now considered close by the office
Sincerely,
Mobility Resolutions
Initial Complaint
Date:15/11/2023
Type:Billing Issues
Status:
UnresolvedMore 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 recently travelled to the Us, and it clearly states on Koodo’s website that you can purchase a roaming package of $14.00 per day per line which includes calling and texting. Yet, when I got back to Canada Koodoo has charged me $1400. **** ** **************** I tried reaching out to them but they were unable to help in any way, and gave me 30 days to pay this bill, ***** ** ********** ** ******* **** * ******* *******
The charges are over and above the $14.00 per day. I would like billing adjustments made to my account to rectify this.
Business Response
Date: 24/11/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
Koodo has attempted to reach the customer multiple times with no answer.
Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our Koodo Client Care team at ###-###-####.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 04/12/2023

Complaint: ********

I am rejecting this response because:

There has been absolutely no efforts to reach me and resolve this issue as previously stated.

Sincerely,

***** *****
Initial Complaint
Date:07/11/2023
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 a payment issue with Koodo Mobile. In Oct 12, I called to Koodo Sales Representative ( Sales Rep ** ****) for transferring my service (2 phone number) from **** to Koodo on Nov 6th. He recommended a plan which is $35 each month. I accepted and I also told him that I have a reference coupon (link is *************************) which deducts $25 each month for the first 5 months. Then I received two emails which are . However, at that time, the sales representative didn't mention about the connection fee which surprised me later, and he even didn't send me any agreement about the connection fee. On Oct 16, I received 2 more emails which are and . On Oct 19, I received an email from Koodo which told me my first month bill is $219.97. I am so shocked. As I am busy in the first week of November, I went to a Koodo branches on Nov 5th to see the details about the first bill. Then I first time know that they charged me a $120 connection fee for 2 phone numbers but they didn't apply the coupon I gave to the sales representative. I feel so bad about their service and thus I called to request cancellation of the service. The original activation date of my service is Nov 6th, and I called to cancel on Nov 5th. Then they still charge me $188.33 and I even don't know what they are charging for.
To be organized, I didn't know the existence of connection fee and their sales representatives didn't mention and explain that to me before I made decision. Besides, I didn't receive anything like Agreement for signature that they mentioned many time today to refuse my cancellation request. I request cancellation before the the actual activation date and I even didn't use the service from Koodo for a second. It's totally a fraud and they charge me whatever they want without let me know it. I am asking Koodo to discard the unfair invoice of $188.33. The due date of this invoice is November 13, 2023, *** ** * ****** ******* *** ******** **** ***** ****** ***** ****** ** ******** ** ****** ******* * **** ** ** ***** ****** ***** *** *****
Business Response
Date: 10/11/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We have contacted the client and assured them that the Koodo account balance is $0.
We consider this matter as resolved.
Best regards,
Koodo Mobile
Initial Complaint
Date:24/10/2023
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 cancelled my phone service and switched to Koodo. My mother paid the final bill. Koodo Mobile deliberately did not apply the amount to my account, and now they are harassing me for $250. They have sent my account to collections and hurt my credit score.

My mom told the customer service agent she was cancelling my account. My mom paid the final bill. They said that this didn'ty happen/

I do not owe Koodo Mobile anything. **** *** ****** ******** ** *** ***** * ** *** *** ***** *** **** ** * **** *** ********* ***** ***** ** ***** *** * **** **** ******** ************ *** *** ****** ** ** ****** *****
Business Response
Date: 31/10/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We contacted the client and explained the charges on the bill.
Client accepted the explanation.
Best regards,
Koodo Mobile
Initial Complaint
Date:25/09/2023
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.
Constantly given misinformation about my phone bill and payment options. It’s been the past 4 months we talk to Koodo reps on the phone, make specific arrangements and hey end up freezing our account. It’s been the exact same scenario the past few months.
Business Response
Date: 12/10/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
Koodo mobile is suspending the account after the client is late on payments.
Client is aware of Koodo Mobile's policies and service terms.
Best regards,
Koodo Mobile
Initial Complaint
Date:25/09/2023
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 want my promotional offer that was owed to me. Spoke with a very rude customer service rep that was not able to understand my request due to language barrier. I signed up for a promotional offer for z6 months and it disappeared after 2 months complete. I have only 3 gb when I should have it plus 8gb for another 4 months. She yelled at me and told me I had used all my promotional offer this month I am day 3 in to my month and I have not even used up my base plan let alone the promotional offer. If I had known the promotional offer was no longer going to work for my remaining months I would have changed my plan before it renewed to a higher data plan. Now if I want to change I will be out the money I just paid on Sept 22. This is totally in excusable for a rude customer service of a company. I want respect..
Business Response
Date: 29/09/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. Koodo has spoken with the customer regarding their concerns towards their account. We have confirmed with the client their issue has been resolved

Sincerely,
Koodo Resolution Team
Initial Complaint
Date:08/09/2023
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.
It recently came to my attention that I have become a victim of Koodo Mobile's ********* ******** ******** ** *** **** ** * ********** ******** charge. On February 8, I contacted Koodo via mobile to request a new phone number, but my mother and I decided to sign a better contract at one of their physical stores, cancelling the old line on February 13, as soon as their operator/mobile representative could be reached. It turned out that Koodo still dared charge me $50 and more for a line I never even activated in the first place, despite the fact that I did honor the contract of the line I actually used without a problem.
Business Response
Date: 22/09/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We can confirm that the Koodo Mobile account balance is 0$ and credit amendment was requested.
We consider this matter as resolved.
Best regards,
Koodo Mobile
Initial Complaint
Date:21/08/2023
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.
Despite having ****** ** *** ***, I seldom get my internet and phone calls to work anywhere bit fat from my home address. I am from ******* and even 5km away from my home gets me terrible internet and terrible phone calls. It used to be fine when I connected the service. When I contacted customer care, they told it was the outrages happening in their network. But this has been happening since 2 months already and I am bound by contract for 2 years or I will be penalized. This is unfair and ***********.
Business Response
Date: 28/08/2023
Dear BBB Administrator,
Thank you for bringing this customer's concern to our attention. This correspondence is intended to address and resolve this issue.
Koodo has spoken to the customer regarding their concerns towards their Koodo Account. Although we can not guarantee networking availability, we are currently working with the client to resolve their issue.
Sincerely,
Mobility Resolutions

Customer Answer
Date: 31/08/2023

Complaint: ********

I am rejecting this response because my issue still has not being fixed. My network runs fine only in ******* and just as I go 10 km away from city, internet does not work at all and phone calls are also tricky. But my peers, who have ****, have no any problem. You can see my data usage. 50GB is nothing if I can only use around 5GB if it works at all.
I wish I had decided to use ****, not Koodoo or *****. For the price I pay every month, I am unsatisfied and I still have contract for around 18 more months. **** ** *********. I would have stopped my service during the two week trial period but at that time, their service was fine. Now a days, it does not work properly even inside *******.

Sincerely,

******** ****
Business Response
Date: 08/09/2023
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. This correspondence is intended to address and resolve this issue.
When the client activated the service they have agreed to our service term which does state we can not guarantee service availability as there are number of different factors outside of Koodo's control which can affect the reception. We do want to help the customer. The client has been connected with our technical support team on the 28th of August in which troubleshooting was initiated and a follow up was offered as further investigation may need to be completed. We tried contacting the client today to offer further assistance however there was no answer. Further trouble shooting and investigation is required at this time. We will make another attempts to reach the customer to continue troubleshooting her network concern.

Sincerely,
Mobility Resolutions
Customer Answer
Date: 12/09/2023

Complaint: ********

I am rejecting this response. I have been in contact with Koodoo technical center. They have done the best they can. The problem is Koodoo and I plan to switch to **** as soon as I can.
If you cannot reach me, it's very likely it's because of your network issues. No any signal reception in areas away from city. Or my job.
I would like to close my case *** **** ******* ******** **** ** **** **** **** ****** *** ***** ********** ********* Stuck for 2 years.

Sincerely,

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

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Koodo Mobile is NOT a BBB Accredited Business.