Koodo Mobile Reviews 1,721

Today’s visit to the Koodo Mobile store at Market Mall, Calgary was beyond frustrating and left us deeply upset. I went in specifically because I received an exclusive offer from Koodo. What should have been a simple visit turned into one of the worst customer service experiences we’ve ever had.

There were six or more representatives in the store, all busy chatting with each other. It was obvious that customers were an inconvenience to them. When we entered, the staff seemed annoyed and unwilling to help—except for one gentleman wearing glasses who at least made an effort.

When I showed the email offer, the staff outright dismissed it, telling me it was a scam and not from Koodo. They showed no interest in verifying it and spoke to us in a condescending manner. I had no choice but to call Koodo customer service myself and have them explain—directly to the store representative—that the email was legitimate.

The employee we dealt with, Subhneet, was extremely rude and dismissive throughout the interaction. Her tone, attitude, and lack of professionalism were shocking. We felt insulted, disrespected, and honestly discriminated against. No customer deserves to be treated this way.

When I asked for the store manager’s contact information to file a complaint, it was refused. Instead, I was arrogantly told to return “when the manager is in the store.” That response alone speaks volumes about the culture at this location.

This store seriously needs oversight. Management should review CCTV footage, address staff behavior, and provide proper customer service training. This experience has completely damaged our trust in this location, and we will be escalating this matter further.

Extremely disappointed.

If you like to talk to useless bots that give you the run around, KOODO will be for you! Screwed around 2hrs with the bot before it offered a callback!

Terrible! Ive been with koodo 15 years. Im about to jump ship!!

Koodo is the worst service provider. I moved from Freedom to Koodo on November 23, 2025. And, today is December 22, 2025. Till today I was unable to make any calls using my primary phone number. I had to select their temporary number every time I wanted to make a call. They could not resolve the issue.

On top of it, I made 2 calls on November 23, 2025 at my another Canadian number. Surprisingly, they charged for those 2 calls. I tried to contact them many times for last few days. Yesterday, I was able to reach them. They said their tech support team will call me. However, I have never received any call from them. Today, I tried to reach them several times. But, the chat bot didn't allow me to set a call request today.

I would ask everyone not to use Koodo anymore. They are not going to solve any issues. A disaster experience I have got from them.

This company close to be a criminal one,avoid it at any price,their site is done in a very confusing way to easily overcharge you!!!(a lot...)

Almost near the end of the 2yr contract. Can't wait to be rid of this bill. 2yrs and no Sim card and therefore no service provided but have to pay the bill to protect my credit.

On June 20th, 2025, I purchased a Koodo prepaid sim card at the Walmart in Calgary AB for a cross country trip I had planned. I was told it would allow me to calls and texts in both Canada and the US. All was recorded in writings on the contract+receipt issued. On the contract it is clearly stated 'Not registered for automatic top up'. That's the way I want a prepaid of course. Two months in the service in Canada and, besides the lack or signal and zero data anywhere that is a park or a lake or not a city... I was told that they had a decent coverage also in remote areas... not true..., I realized that I got myself a good SimFraud with Koodo. Indeed, when in Port Angeles WA the phone was dead. Not even adding extra money - they call it boosters... apparently it wasn't true that I could call and text within the same monthly fee in both countries! ... I call it false advertising and yes, it's also fraud - would allow me to an emergency call! Had to abort the trip I had planned and went back to BC the next day on a ferry.
Well, wait for it, because it's not over, not even close. I decided to end my business with Koodo and since it was not a plan based contract but a pay-as-you-go prepaid card I just stopped topping it up manually. The online top ups never accepted my credit cards anyway so I had to either physically buy credit at the counter or via phone (once) which is when the Koodo guy gave me a free month for the trouble I went through. Wow!.. Right?!
Four months in, or better saying 2 out, I notice a Koodo payment from my Wise card statements. Whaat?!! Oh yes, Koodo unilaterally decided to put me on an automatic top up plan without even asking of course - they had taken my card details the one time I did a top up via phone -
and then started to charge me 36+$ every month even though I had left Canada! Now, logging into my Koodo account strangely would not work anymore (codes are needed that are sent to a number that does not work anymore of course... never did in the US anyway) and calling also is not possible from outside Canada (unless you pay of course.. not a fat chance). Emails were always laughed at, ignored or simply rejected by the server. So I couldn't ask Koodo to redeem themselves and stop doing whatever they are still doing and remove my name from their logs, permanently.
I then contacted Wise - the only option I had to fix this, so I thought... - where I do most of my banking these days, and asked them to claim back the money 'stolen' by Koodo and also to block them to prevent them from taking any more money. I thought it would be easy and quick... not really.
After days and weeks spent sending copies of documents, screenshots and what have you, today December 18th, 2025, I see another attempt (I had frozen the card preventively) from Koodo to get the money even though I was told that they were removed from any list of automatic payments they presumably self authorized when I used the physical card, once, to top up by phone in September 2025. I wish I never called that day.

Will this theft ever end?

Bottom line, STAY AWAY FROM KOODO.
But if you do get caught by the fragrance of a freshly baked bs new offer ... DO NOT EVER GIVE THEM YOUR CREDIT CARD DETAILS.

Bought the phone, they charged for a fee 5G 40GB Nationwide (up to 250Mbps)$8.33. The didn't arrive until a week after this and had no idea of the charge. Please put this charge on the website clear so they can opt to go to an in-store activation.

Another 10$ fee for telling me I did not set up auto deposit, I have email confirmation of set up the moth prior.

Poor experience with Koodo so far.

I am a new customer to this service, the online customer service is totally useless and I called them more than 5 times and I asked that please connect me with a real person who can solve my issue with the conversion from physical card to e sim card, they keep sending me the chats, who likes to explain everything on the chat? They do not understand the urgency of the issue. In addition to this, there is no option available on the phone to speak with a real person they will ask you to go on self serve and that is totally worthless because on the chat person will give you reply after 1 or 2 hours. So totally waste of time and I am so eager to change my plan back to bell mobile service, connecting to them is so easy, they make your life very simple.

I wish I could give 0 star. Worse service I received ever. The rep told me that we will cover the activation fee and you will be charged $35 plus tax that was reasonable but my account was debited $287 for 2 lines in the first bill and it is impossible to call their customer service.

I tried canceling my Koodo internet plan and the experience was extremely frustrating. There is no clear or simple way to cancel, and I was repeatedly redirected between online chat, phone support, and self-serve options that did not work. It took multiple attempts, long wait times, and I still struggled to get proper confirmation. A basic cancellation should not be this difficult. Other customers should be aware of this before signing up.

Koodo has the worst ever customer service. It’s extremely hard to talk to a live person if you have an unusual problem that would be highly unlikely to be solved in “Chat.”
They did not honour a promotion they had on the Black Friday Weekend and 10 days later I still have not been able to talk on the phone with a rep to resolve this problem. I will be looking for another provider asap.

Shout out to Cameron fr Koodo at Regent mall. Helped me to get the right phone I needed. Very kind and patient. Knowledgeable, and just an all around great guy.
M. Gallant

Total idiots. Was a customer for five years. The constant harassment, text , emails to pay bills that didn't exist! Can't reach them constantly told to go online to have questions answered and then hung up on. I would strongly recommend not using this service

I had a credit score of 825 and for a 27 dollar balance which I knew nothing about koodo sent it to collection agency and now my credit score is 649!
Definitely will never ever use them again??
Also took me numerous phone calls and almost two months to finally find out who held and finally paid it off!!
Sad!! Spent my whole life with a good score, then these clowns ruined it just like that!!
Beware!!

Salesman called me because I had internet with Start communications and offered me a deal to bundle. I was told I would pay 50.85 upfront while I try the services and then roughly 80 a month for internet and my phone. In a months time, they have charged me triple what I would have paid with hidden fees.

First the modem didn’t work properly, requested for a replacement, fast delivery but the internet didn’t work even after setting it up.

Contacted the cs rep to schedule a technician check. Didn’t confirm the schedule even until the schedule time.

Every time you contact the cs rep, you cannot get someone to talk to directly, but a callback which you need to wait and wait. Even if you got someone to talk to, you will get transfer to different teams depending on your needs. A very frustrating experience.

Very good customer service to switch over to a new plan. Matt Damon gave exceptional service and info.

Complete rip off

I was charged over 50% more than what my monthly bill should be. I’ve been trying to schedule a call back with them, just endless conversation with AI that’s absolutely not helpful. Couldn’t be more disappointed

My experience with Koodo was unfortunately very disappointing. The website is extremely user-unfriendly – ​​even simple things like changing plans or viewing invoices either didn't work at all or took forever.

In addition, I often had poor reception, even in places where other providers worked perfectly. Overall, almost nothing went smoothly for me with Koodo. Based on my personal experience, I cannot recommend this provider.

HORRIBLE COSTUMER SERVICE. People wondered why i originally left. Decided to try one last time. Spent 5 hours Only to reenforce my dispite for koodo. From now on every one who asks my opinion of the company i will turn them far away from koodo. I did the right thing by moving my services from koodo. It was a mistake trying to come back.