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Business Profile

Telecommunications

Koodo Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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Koodo Mobile has 10 locations, listed below.

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    Customer Complaints Summary

    • 382 total complaints in the last 3 years.
    • 122 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company sent me 10 copies of paper phone bills about 5 weeks ago, I never requested or asked for these bills, they charged me $15 dollars each for a total of $150,I will pay the bill for fear of having my phone cut off, but I like to be reimbursed for this over charge or mistake, thank you

      Business Response

      Date: 14/03/2025

      Dear BBB Administrator,


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

      Koodo Mobility Team


    • Initial Complaint

      Date:17/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a bill paid but they are not applying it, I have called twice and was told 2 business days and then 5 afterwords and today is the 6th so I am here contacting you guys over a bill trying to be paid but my service is cut on the 25th if this isn't worked out and they told me they will keep it on until this is figured out but the truth is hard with them right now

      Business Response

      Date: 23/01/2025

      Dear BBB Administrator,

       


      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
      ***** has attempted to reach the customer on multiple occasions with messages 
      left but have not received any call back.
      Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our ***** Client Care team at ###-###-####. 


      Sincerely,

      ***** Escalation team 


      Customer Answer

      Date: 27/01/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
      * **** **** **** ********* ****** *** **** **** ****** ** *** **** ** ***** **** ** ***** * **** **** **** **** **** ***** my money has gone threw and everything is okay now thank you
      Sincerely,

      ****** ****

    • Initial Complaint

      Date:09/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ***** ******** ************ ******** ******* *** ********** ****** ***** *** **** * ********** * **** ** ***** ** ********* *********** ********** **** ***** ******* ************ *** ****** **** ****** ******** ******** *** *** ****** **** ***** ***** *********. I canceled my Koodo Mobile service on November 21, 2018, and they owed me a refund of $36.96. Since then, I have made numerous calls over the past seven years, requesting my refund. Each time, I was promised that a check would be issued, but nothing ever happened. ***** ******** ******* *** ********** ************ *** **** ******* ****** **** ***** ********* ** ****** **** ****** ********* ***** ** ** **** ****** ** **** **** **** ******** *** ***** ***** **** ** ********** **** ***** **** ***** *** ***** ************ ***** *** ********* *** *** * ******* **** ***** ****** *** ********** * ******* ****** ****** ** ***** ** *** ***** ********* **** ********** ****** ******** ******* **** ***** ********* *** ***** ***** ********** ******** ***** * ******* **** ****** *** ********* **** *** ********* *** **** **** *** * **** ******* ** ********** **** **** ****** ********** **** **** ***** **** ** **** ****** ***** *******

      Business Response

      Date: 16/01/2025

      Dear BBB,

       

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

      This matter is now closed by our office.

      Regards

      Customer Answer

      Date: 03/03/2025

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

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

      Business Response

      Date: 03/03/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome. This matter is now considered closed by this office.
      Sincerely,

      Customer Answer

      Date: 05/03/2025


      Better Business Bureau:

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

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

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

      Sincerely,

      *** *** ***

    • Initial Complaint

      Date:23/12/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have 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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:05/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Koodo Technical Support, I am writing to address an issue with my account regarding a recent restriction placed on my ability to change my phone number. A representative appears to have blocked my ability to modify my phone number in the back office. However, as per Koodo’s terms and conditions, I understand I am permitted to change my number once per billing cycle. I consistently pay my bill on time and would appreciate assistance in removing this block. While I can initiate a number change online, it does not reflect on my line. I would be grateful if you could resolve this issue to allow a successful update of my phone number. Thank you for your attention to this matter.

      Customer Answer

      Date: 05/11/2024

      Hello, it has been resolved. Kindly cancel this complaint. 

    • Initial Complaint

      Date:01/11/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Prior to canceling my service, I discovered incorrect/invalid roaming charges. I live ** **** ******* by Lake Erie, and am used to receiving texts announcing roaming charges as the US is 50 miles across the lake but after calling the provider was told I wouldn’t be charged as my location would be proof. Upon discovering I WAS charged, I attempted to reconcile but was told it was too late, they had been charging me monthly but to revoke a charge it had to be within 30 days. I immediately cancelled my service and switched providers from Koodo to ******. * **** ** ******** ***** *********** **** ** ******* **** ***** * ****** *** ** ** ********* I have to opt for pre-payment authorization. I did not discover the charges until too late, you also had to download your own bills. They will not provide me with my past statements or will at $15/month or $50 for a years worth of invoices that do not show detail charges that I need to conclude the total $ for the invalid charges. Because I was told the best way to do business with them was through a self-serve app, I have no access myself to obtain any of my statements and they refuse to provide me access. The roaming charges were falsely charged as I did not leave the country but cannot even get the statements to validate the incorrect charges. Even if I could, they refuse to refund the incorrect charges. I did incur roaming charges whilst on vacation in Dominican last February with my parents that I’m in agreement of. But any charges I incurred while in Canada are false and feel they owe me a refund for any charges that were falsely charged. Much thanks I had to put a $ value of monetary refund I’m looking for but do not know the exact amount as I don’t have access to my bill information.

      Business Response

      Date: 05/11/2024

      We have made 3 attempts to call the customer already and no answer.

       

      As per our terms of service the customer has 30 days to dispute any charges on the bill ****************.

       

      It has been more then a year and for that reason charges are valid.

      Customer Answer

      Date: 05/11/2024


      Complaint: ********

      I am rejecting this response because:

      I tried to make the claims for credit when I cancelled my service with then. Regardless of the time* *** ******* **** *********** I was not roaming but charged.

      Sincerely,

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

      Business Response

      Date: 06/11/2024

      As mentioned before customers have 30 days to dispute charges on their bill as per our terms of service.

       

      As a goodwill and no obligation to do so we can credit 50% of the charges as a one time offer for a total of $105.

       

      That will be the final offer.

       

       

      Customer Answer

      Date: 07/11/2024


      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: 13/11/2024

      Hi there,
      I need to confirm that ***** will be issuing a refund of $105 and when I can expect it.
      Much appreciated

      Business Response

      Date: 19/11/2024

      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,
      Koodo Mobility Team

      Customer Answer

      Date: 20/11/2024


      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. My understanding is they will be sending me a check for $105.00. ******* ********** **** *** *** ***** *** ******** ******** *** ******* * ******** **** ***** *** ******** **** *** **** * ******

      Sincerely,

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

    • Initial Complaint

      Date:22/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid a bill to Koodo for $367.55. This was to the wrong phone provider. I have been waiting 6 months for a cheque. My request was sent back in May 2024. * ** *** ** **** ****. I have proof of all my callbacks, emails saying my cheque is on the way. I have had calls multiple times and been left with nothing but ***** promises the cheque is on the way. I have called been transferred to financial teams *** ** *** *** **** *******. * ** ** ******* **** * ****** **** ** ******** **** ** * ****** ****** **** * **** ** ****** *** **** **** ****** * ***** ***** ******* ****** * ** *** ****** *** ** ***** ************ ********* ** ***** ***** ******* **** ** ***** ** ******* ***** *** **** *** * ****** ** ***** ********** ** ***** ** *** ****** ** ***** * ** ******** ***

      Business Response

      Date: 25/10/2024

      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, 
      Koodo Mobility team

    • Initial Complaint

      Date:01/10/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today Sept 29th 2024 I contacted my mobile carrier Koodo, about an overcharge on my bill. After dealing with that issue, i was made an offer to integrate my mobile with their sister company ***** and i would receive 30 dollars off my monthly plan and get more benefits such as unlimited data etc. I was told i would have to get a credit check though and i was very confused by that as i always pay my bills on time and i have been a koodo customer for 11 years and a ***** customer on and off for 40 or more between with some years being with ****. At minimum the last 10 straight, for sure with *****, for them to look up any payment history for both ***** and Koodo companies. the rep said everyone has to do it and its a mild hard hit. Stupidly i agreed. I had at this point been on the phone with him for over and hour and a half and just gave in. After hanging up i got a confirmation email from ***** and it was nothing like what i had agreed to! So i called them and they told me that this contract was for 2 years only and then my bill would double!! I never heard about it being a term contract! I also wasn't getting unlimited data and they wanted to charge me a 70 dollar connection fee. I told them forget it but they would have to get ahold of ******* and ********** and tell them they had made a mistake and to stop the hard hit on my credit and they told me they cant do that. * ** **** **** ******* **** ****. **** ** ** ****** ****** **** **** ****** **** *** ** ******* *** *** ***** ***** **********

      Business Response

      Date: 05/11/2024

      We have made our final attempt today and had no answer.

       

      In the meantime a credit amendment form was submitted on behalf of the customer and the customer will see an update on their credit report in 30 days

      Customer Answer

      Date: 15/11/2024


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 18/11/2024

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. ***** Mobility has spoken with the customer regarding their concerns towards their ***** 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

      Customer Answer

      Date: 19/11/2024


      Complaint: ********

      I am rejecting this response, because they are saying they did a legitimate credit check based on my approval, but that is NOT TRUE!!! **** ****** ***** *** ***** ** ***** ****** I would never had agreed to them doing a credit check if they had not **** about the offer, *** **** ****** ******* ** *** *** ***. I was told my bills would be way less, and I specifically said well how do i know ***** wont just make my bill way higher in 6 months and he said, no no no it wont change, it will just become your new rate until you change it. **** *** * **** ***! ***** told me my bill would doubled after 2 years. Now they are saying that they can not reverse that credit check. I would like an apology letter from them ******* **** **** ***** *** **** ***** ***** ********* so that i can take it to the credit bureau's and hopefully not have a tarnish on my rating. 


      Sincerely,

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

    • Initial Complaint

      Date:09/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use to be a customer with Koodo mobile for my mobile phone but have recently switched providers. I accidentally made a payment via E-transfer to my old koodo mobile account (*** *** **) of $322.86 instead of my new provider. I did not relize my mistake until weeks later when I missed my payment with new provider. I contacted my bank to reverse the mistake where I was directed to co tact the company I paid and ask for an internal investigation. Koodo is denying helping me saying the account is closed (yes it is but the payment has been taken). I do have proof from my bank and accounts as to where I sent the money. I need my money back as soon as possible . The investigation number koodo provided is ********* but was told to go back to my financial provider for a resolution which my bank can not do.

      Business Response

      Date: 19/08/2024

      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,

      Mobility Resolutions

      Customer Answer

      Date: 20/08/2024


      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,

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

    Koodo Mobile is NOT a BBB Accredited Business.

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