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Request for Resolution of Unsolicited Billing with Koodo Mobil

PeterM
Neighbour

I have never subscribed to Koodo services. In early July, one of your third-party agents visited my home and recommended Telus services. He was aware that we were already using Telus internet and had access to our account information. He informed us that switching to Telus Mobility would provide a discount on our internet bill. While we considered this offer, the agent made several appointments but never followed through.

Later, I unexpectedly received a SIM card from Koodo. I never discussed anything with Koodo, nor did I express any interest in using Koodo services. I set the card aside, assuming I would receive further communication, but none came. I have not activated or used Koodo services, so receiving a bill from Koodo has been extremely frustrating.

I attempted to address this issue via email, but the message bounced back. When I visited a local Koodo store, I was told the only way to contact customer service was to email the Koodo Web Store at Koodo.WebStore@KOODOMOBILE.COM. After doing so, I was directed to call 1-866-995-6636, but this only led to automated responses with no option to speak with a representative. Meanwhile, the bills continue to accumulate overdue charges in addition to the monthly fees.

I request that this matter be resolved and that you cease sending bills for services I did not request. If you would like the SIM card returned, please provide a return address, and I will send it back.

2 REPLIES 2

TELUS_Support
Official Support Team
Official Support Team

Hey @PeterM we are sorry to hear that you are going through this issue. Please send us a private message and we'll take a look at the issue and help from there


Dd30
Neighbour

I had similar experience.

I received a call from Koodo about their offers. Some of it sounded  good I said,  but don’t want any changes right now. Next thing I know I get message that my bill is ready and it was more than what I was paying for my original plan.  They had changed my plan without my permission. 
I spent 2.5 hours on the phone trying to straighten out this mess. It was awful awful experience. I was told the plan was put back to what I originally had. 
Funny thing they said they would change it back to the original plan but they needed to charge me a $15 fee to change my plan to what I originally had. 
WHAT!!!

I told them no and they were persistent that they needed to charge it. I didn’t back down and they finally waived the fee. 

It is totally unacceptable the ignorance of Koodo and their representatives, I was so stressed and it was my birthday. My whole weekend was totally ruined. 

Then I checked my account the next day and It was supposed to be 5G speed and they put me on 4G. Which was not my original plan.