I left Koodo a month ago after a very frustrating month of me trying to separate from a family plan to my own plan. I was paying way too much for the amount of Data I was getting. I went to the Koodo store in a mall (with my dad because they wouldn't let me do anything with the account without him) only to be sent home because I could only do it over the phone. So I call and after 3 hours and 2 separate phone calls I was told I'd have to call back the next day. So the next day I called and at this point had already decided to switch if the call went nowhere, and of course it didn't so I asked if I was able to get a good deal because I was thinking of switching and would have preferred not to, the guy gave me a deal that wasn't better than the plans the other company was offer I switched. Last night I got a phone call from a Telus representative, asking me questions about leaving. Since the moment I picked up he was snarky, and seemed to be mocking me for leaving. He asked if I still had me SIM card, and I said no, and he aggressively sighed and mocked me for throwing it out and not keeping it so they could offer me a better deal. He then asked me for every single detail about my new plan and spent the next 5 minutes offering me a plan, reading out every single perk, yet the plan was the same amount of money for less data, so I said I wasn't interested because it was less data than what I'm getting now AND HE ACTUALLY MOCKED ME because "according to my file I never actually use all of my data so it's not smart for me to pay the same for more money. So I hang up. I spent 10 minutes on the phone and I didn't want to spend 10 more listening to this guy rudely tell me what to do. 5 minutes go by and he calls back and I told him I hung up on purpose because he was rude and his tone completely changed and asked me to rate him on a scale of one to ten and I said one. If you want to keep your customers, maybe don't have your rudest employee call them to get them to come back. The entire time I was with Koodo the customer support even for the simplest things is so complicated and frustrating, I'm glad I left especially after that phone call.

KODOO has VERY VERY BAD service and customer service. NO RESPONSIBILITY and worse customer service.

Very disappointed with my experience with Koodo.

I signed up with Koodo planning to port my number from Telus, but it's been an arduous process that's resulted in my paying for a lot I didn't expect.

First of all, I signed up online Nov 8 and was told that my SIM would be mailed to me. At that time, I would be able to activate it and call in to port my number. However, when I got my first bill with the partial charges, I found out that they started billing me the day I signed up for Koodo, not when I activated the number. I called in and asked about why I was being charged for a service that I physically could not access (because the SIM card hadn't arrived in the mail and didn't arrive for quite some time) and they said those were the terms I agreed to. That didn't seem quite right, but they gave me a bit of a credit towards the partial charges and I paid the remaining balance.

Then, Black Friday 2021 came and I switched my Koodo account plan to Best Buy's advertised promotional plan of $40/month for 12G, which was the $50/month for 12G plan with a $10 credit for 24 months. I switched to that plan, but have called Koodo twice about not seeing the $10 discount on the account. The first time, I confirmed that it should be applied after much digging around with the agent, but apparently the agent neglected to specifically put in my account notes that they ‘confirmed the deal' on my December 18th call.

So on my second call on Boxing Day, the agent read the notes that I had ‘inquired about the $10 discount for 24 months', but that it didn't say anything about it being confirmed and that next time I should explicitly ask the agent to write in the notes that they confirmed the details. They advised I go into Best Buy to ask about the promotion and that there was nothing they could do.

Meanwhile, I've tried to get a phone added to my account with Koodo. Also, not straightforward and was ultimately, a costly mistake.

Initially I got an iPhone 11 added to my account on Black Friday from Best Buy, but was told I could bring it back within 15 business days. They may have a 12 then, I was told, and I could bring in the 11 and get the 12. When I came back, there weren't any good options, so I returned the phone within the 15-day window.

I came back during Christmas sales to try again to get a phone and found an ok deal. I was told then that I would have to change my account plan with Koodo to add a phone, despite being already on a $50/month plan that would allow for a phone tab to be added. So, the only way to add a phone would be to change my plan to a more expensive one for seemingly no reason.

I decided to just keep my $40/month plan and keep using my old phone. However, when I checked my account, Koodo still hadn't added the credit and said there was nothing they could do, I'd have to go to best buy since they activated the deal with Koodo and Koodo has no record of this.

Additionally, they continued to charge me the $50 activation fee for the phone and said they couldn't remove it, despite me having returned the phone BNIB within the cancellation period. I was told by the Best Buy rep that the charge would be removed, but Koodo said that if that was the case, it could take several billing cycles to show up, if it ever does. There's no guarantee.

TL; DR: Always ask Koodo reps to explicitly write in their notes when they confirm things with you and recognise that there will probably be a catch, whether signing up for promotional plans or trying to add a phone.

ABSOLUTELY HORRIBLE CUSTOMER SERVICE. Enough said. Don't bother with this company that couldn't give a rats $#*! about their consumers.