Complaints

This profile includes complaints for Koodo Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Koodo Mobile

  1600 - 200 Consilium Pl Scarborough, ON M1H 3J3

• 

  Koodo Mobile (Saskatoon)

  201 1st Avenue South Saskatoon, SK S7J 1K5

• 

  Koodo Mobile

  439 King St W Toronto, ON M5V 1K4

• 

  Koodo Mobile

  25 York St, 7th Floor PO Box 201 Toronto, ON M5J 2V5

• 

  Koodo Mobile

  #101 - 6631 Island Hwy N Nanaimo, BC V9T 4T7

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:14/08/2023

  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.

  Dear Sir/Madam,
  
  I called Koodo today in order to port my number from **** to Koodo. I was asked how many lines I have on ****. I told I have 3 lines but need to bring just 1 line for now. The person who was on call told me plan will be $50 + tax for New 5G Plan having unlimited international calling to 28 countries. I told hime to proceed. He took all information of mine and also did credit check. Gave me account number for Koodo as well. After that he told me my monthly charge will be $55 + Tax. I told him why it changed immediately. You should have told me before getting my information and doing credit check. He was not accepting the issue that he created. It is really unprofessional that you guys are not transparent to you new client. I told to transfer the call to supervisor and he transferred the call to his colleague. He is repeating the same thing and not understanding my issue. I am still on call right now. No one is ready to answer or addressing my concern. I would like to have answer and solution for my current issue. Thanks

  Business Response

  Date: 18/08/2023

  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 provided the client with a resolution and confirmed they are satisfied with the outcome. 
  
  Sincerely,
  Koodo Resolution Team
  
  

  Customer Answer

  Date: 18/08/2023

  
  
  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:09/08/2023

  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.

  On August 31, 2021, I changed mobile phone providers from Koodo to ****. This was done through ******* in ******* and I soon settled a small amount owing for the portion of the current month that I had not yet paid. From that date, I received no further communication with Koodo regarding any unpaid amount,
  
  On August 2, 2023, I was contacted by *** ****** (***** *****) that an unpaid Koodo bill had been sent to collections. The amount was $279.68. A credit check confirmed this, along with almost $200 in current charges.
  
  ******* has verified that my mobile account was cancelled on the day that I bought my new phone and cancelled the Koodo account.
  
  Three days of many hours on the phone with Koodo have not given me any satisfaction. They found a home phone account that I'd agreed to as part of my mobile deal. It was $5 a month, the only reason I agreed to this. 2 agents have told me that 1) the home phone account was still active and 2) it was closed on July 4, 2022. In either case, I've never been contacted by Koodo about this and haven't used the phone since I thought I'd cancelled the account that covered both items.
  
  Koodo claims they were using an old email address of mine to contact me, one I haven't used in several years. I did not change my phone number or home address, so communication was always possible for them.
  
  Koodo won't verify via email that the home phone account is closed or that I only owe them what was sent to collections. They won't tell me how they calculated the supposed charges or why they didn't cancel the home phone account after 3 months of non- payment. They say they couldn't contact me because I'm no longer a customer despite this open account that I was unaware of.
  
  Last night I was transferred 4 times in an attempt to get specific answers and an email confirmation of the facts. In the end, I was told they could not do this. I had to go through the collection agency. They have been obstructive and untransparent throughout. I need help.

  Business Response

  Date: 25/08/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  We have attempted to contact the client by phone, however, we have been unsuccessful to reach her. 

  Please have the client provide us with an alternate number or the best time to call. 

  Sincerely, 

  Koodo Mobile 

  Customer Answer

  Date: 01/09/2023

  I received an email from you on Friday stating that Koodo had been trying to get in touch with me regarding my BBB complaint about that company. Koodo did call me a bit earlier on Friday, but I was driving and could not answer.

  The person who called left a brief voicemail indicating that it was not possible to contact me and to get back to them. I did so as soon as I returned home, using the number of the call, but no one I spoke to was authorized to speak to a BBB complaint. The last agent I spoke to after several holds sent an email to the person who had placed the call, first  inquiring if he could come on the line that evening to respond and then to ask that he call me on Monday.
  
  I have reviewed my call history and the number that called me from  Koodo only called me that once- late on Friday afternoon, the same day that you notified me of their response saying they'd been unable to contact me. There is only one other incoming call during the entire time that I've been dealing with this issue with Koodo that I cannot definitely state was not from that company. There has been no other voicemail from Koodo since I made the BBB complaint. Furthermore, the Koodo email to me suggested that my phone number must be invalid, even though I'd been using that number many times during the last several weeks to call them- over and over.
  
  I hope that a representative from Koodo does call me tomorrow. However, I want you to be aware that Koodo's attempts so far have been minimal and then have been exaggerated to make it seem that they have made a concerted effort.
  
  If you could help to facilitate sincere, good faith communication between me and Koodo, I certainly would welcome the help.
  

• Initial Complaint

  Date:26/04/2023

  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.

  Purchased a brand new phone with Koodo ******* *** ********* on April 5th & issues started within a week. Error message, no sim card, no service, would also drop calls in the middle of a conversation & also I could hear the person on the other end but they could not hear me. Brought the phone in & the rep told me the phone was working & would check the sim card. This was all within their so called 15 day return/exchange policy. She advised that the sim card was a bit scratched & that was the issue. Sim card was changed. Couple days later, still having the same issues. Contacted Koodo, they advised I would have to go back to the store. I called & asked to speak with a manager, I was transferred to someone in El Savadore. *** *** ******* *** He too was unable to assist me & told me to go back to the store. * ** *** **** *** ** * *** ******** ** ** ** *** **** *** ** ** **** *********** **** ***** * ***** ****** **** ******* ** ***** I went back to the store where I originally purchased. The boy there told me that I would have to go to ********* Mall because they have more authority & "MAY" be able to help me. I drove all the way to ********* Mall to find out they could not help me & had to go back to the store where I purchased. I called the store & asked to speak to the manager & it happens to be the boy I spoke to earlier. He told me he would have to speak to his superior & would call me within the hour. ******** ** **** I had to call him back * ** *** **** ****.  ** *** ********** *** I purchased a brand new phone & have to send it out for repair. I have had the phone less than 1 month & all issues I am having, they should have exchanged right away. * ****** *** *** ***** ******* ** **** *** ******* **** ******** * ** ************ ** I have been a customer for over 10 years & this is the service I receive. * **** **** ** ****** *** *** I have 30 days for exchange or refund & not at the location I originally purchased. They have no customer service or knowledge.

  Business Response

  Date: 02/05/2023

  Dear BBB Administrator,

  
  Thank you for bringing this customer's concern to our attention. TELUS Mobility has spoken with the customer regarding their concerns. We have confirmed a resolution has been provided to the client and they are satisfied with the outcome.

  Sincerely,

  Mobility Resolutions 

  
  

  Customer Answer

  Date: 02/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:20/03/2023

  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 cancelled the cell phone service for my family (4 lines) with Koodo on Jan. 2. Since we had the “post-paid” plans and were charged for the service in advance, the cancellation resulted extra charges on 2 lines and some credits on the other 2 lines.
  
  Koodo charged my credit card for the partial charges on my 2 line and refunded the credit on my 3rd line. However, Koodo applied an “Internal TM Adjustment” on the 4th line to take away the small credit of $4.52 without sending me the refund.
  
  I called to enquire about the “Internal TM Adjustment”. After being put on hold for more than 30 minutes, the agent came back to inform me that Koodo’s system and practice does not issue refund for anything less than $5.
  
  In my opinion, Koodo didn't provide any service after the cancellation and is not entitled to any charge. The "Internal TM Adjustment" is totally inappropriate and unfair to the customer. * ********** **** **** ********* *** *** **** ****** *** ******* ****** ** ******** ****** ** ***** **** ** ****** ** **** ****** * **** **** **** ** * **** ****** *** *********** ******** *** ***** ** **** *** ***** ******* *** ** **** ************ ********* ** ********* ********** **** ****** *** ** * ****** ** ************* ** *** **** ** *** ******* *** *** **** ********* ****** ** ******* ** *** **********

  Business Response

  Date: 25/03/2023

  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 we have confirmed their issue has been resolved. This matter is now considered closed by this office.
  Sincerely,

  Mobility Resolutions

  
  

  Customer Answer

  Date: 29/03/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution (to cancel the adjustment and refund the credit balance) is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Nov 11,2022 I returned a iPhone to Koodo and it got broken in shipping with Canada Post. Koodo is refusing to open a service ticket with Canada Post to get shipping insurance.

  Business Response

  Date: 08/02/2023

  Dear BBB, 

  Thank you for bringing the customers complaint to our attention. 

  We have advised her multiple times about our policy and procedure, however, the client is unwilling to cooperate. 

  We consider this matter as resolved. 

  Best regards, 
  Koodo Mobile Escalation Team

   

  Customer Answer

  Date: 08/02/2023

  I am rejecting this response because: Koodo had shipping insurance on the package though Canada Post. The phone wasn’t broken at the time of shipping and have photos to prove it. The phone got broken in the shipping process and there for Canada Post is responsible for the loss. The policy it also states the phone would be returned to the customer which it wasn’t. ***** ** ** ***** *** ***** ** ** **** **** *** ***** ** **** *** *** ********* I would like Koodo to delete the tab own on the phone and apologize. 
  
  
  
  Sincerely,
  
  
  

  Business Response

  Date: 26/02/2023

  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 ON February 22nd, 24th and 26th  with voice 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 Koodo Client Care team a* ***************
  Sincerely,

  Mobility Resolutions

   

  
  

  Customer Answer

  Date: 26/02/2023

  
  
  I am rejecting this response because: as you can see from the picture, they were not calling me from Koodo they were calling me from Telus and other blocked numbers which appear to be **** calls, so I did not pick up to them. They don’t need to call me. They just need to do their jobs and delete the tab on the account from the broken phone. 

  Sincerely,
  
  
  
  

• Initial Complaint

  Date:30/11/2022

  Type:Order 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 placed an order for Koodo cell service on-line mid-July 2022. The card did not arrive for a couple of weeks and I could not activate it until I return from travelling for a couple of days (around August 7th). It arrived just as I was leaving. I could not activiate it until I returned because I would be in a remote area, where cell service was intermittent.
  
  The first bill/notice I received indicated that I owed for 3 months. I called. The agent indicated that it had not been set up properly and verified that I was not receiving any bills. They said they would fix that and credit me for the late payment charges.
  
  I recently received a bill that still had the late payment charges on it. The agent last night, although they acknowledged that I had a point, (I should not be charged late payment charges on bills that I never received) indicated that there was no way to make an adjustment in their system.

  Business Response

  Date: 06/12/2022

  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.  

  Regards,

   

  Dino

  Customer Answer

  Date: 07/12/2022

   
  
  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,
  
  
  
  **** ******