Koodo Customer Service

Worst service ever.

Absolutely abysmal customer service!! First call provided no explanation or resolution. Visit to the store later the same day resulted in being told they can't do anything there as they really just are just sales ( not service). Second call the following day was equally useless. No one could confirm what had happened with the excess data usage that showed on my account over a 2 day period which maxed out my data. It should be noted that the 2 phone calls both tried to upsell me to a different plan. I have never used more than about 50% of my data in all the years I been with Koodo. Something clearly was amiss but all I kept hearing was it shows the usage & I can upgrade. Makes you wonder.......

Terrible, my question was not answered, my need was not even heard. Consultant was asking me irrelevant questions regarding my smartphone, which I have no problems instead of discussing my needs. Extremely dissatisfied.

Hello I was just on an important meeting regarding my kids and the phone disconnected twice ! I continue to have issues with calls being dripppef ,text messages not going through and I need to know why this is STILL angoing issue !! What am I paying for ? I have been beer patient but my patience is wearing thin! I am looking elsewhere and o don't care of o have to pay more ,right now I'm paying services that I can't get ! DO SOMETHING ABOUT IT !!

just a simple re cording for voicemail sooo stupidly overcomplicated like every idiotic company out there , just so bloody annoying , these companies blab on and on about how great they are ,how convenient , how much they have advanced the systems yet each and every one of them have regressed from simple and easy which everyone wants to , overcomplicating the simplest of things like a voicemail greeting , what is wrong with these people these companies , STUPID isn't strong enough to describe the idiocy , took me round and round in circles for half an hour just to record a greeting , and then your not sure if the idiotic system put the message you wanted in there or not , I ABSOLUTELY HATE DUMB (SMART) PHONES AND THE COMPANIES ON TOP OF RIPPING CANADIANS OFF HORRENDOUSLY , THEY OVERCOMPLICATE EVERY LITTLE THING , LIFE WOULD BE MUCH MUCH BETTER WITHOUT THEM ,

Koodo Naver gave a more charged payment bill. First time$119 for one year.next just inculd charge $129 and more charged $141.kidding me? Koodo assistant not help big problems service.next time must change another mobile company.

I had a scheduled call back appt. They did NOT call me back .. I am on vacation in New Brunswick travelling into the states this morning. Have been trying to speak to a human as I am entering the states for six months and want to suspend my services. You cannot get the darn robot chat to understand a simple thing. Now they are going to set up another appt for long after I am into the states. I will not pay roaming fees nor will they call you in the states. What customer service is this? None. I will be looking at cancelling this provider. The worst I have ever had! Even the verification codes are beyond trying to figure out!

I've had to resort to sending this e-mail to your Head Office because it seems there's no easy way to communicate with a live person. I request that you give my comments due consideration. I have tried more times than I can count to get the necessary help via text, but it appears I'm wasting my time. It leads to a great deal of stress and anger to the point where I'm considering switching providers. There must be a provider out there that goes above and beyond to ensure their customers receive the respect and support they deserve.

Yesterday, Sept. 25, 2023, I gave your Virtual Assist a "Poor" rating. Apparently there were to have been 3 quick questions, I only saw this one. I've taken this survey before, no one has ever gotten back to me via text or a phone call asking me to explain my rating(s). It appears that your surveys are simply being ignored or your customers' comments are meaningless. I'm elderly (74) & wasn't born with a 'device' up my butt, like young people nowadays. Your "Virtual Assist" is totally useless to me! Many times I have received text messages from Koodo offering upgrades & deals that I would have liked to look into, in particular, the opportunity to possibly save us a bit of money. The few times I have gone over my allowed usage time the extra cost has been horrendous! So I click on the link provided, it doesn't work for me. On occasion I have a specific question, but your V.A. doesn't recognize it so I reword my question differently, same response, it doesn't recognize it. I've also tried to schedule a call back, guess what, it doesn't work for me, I have no idea what I'm doing wrong.

Probably thousands of your customers are like me, either elderly, or do not have the necessary skills to navigate new age technology. I need the option of actually speaking to a LIVING, BREATHING PERSON! I have 2 suggestions:

1. When phoning 886 995 6636, add the option of dialing "0" to be connected to an Operator. This way I would be able to explain what I need and be immediately transferred to a LIFE AGENT.
2. At the top of the Home Page on your website, simply add, "Schedule a Call Back" - customers can simply enter their name, phone number and Acct. #, then press "Send".

I have done my utmost to explain the situation in which I find myself so I expect due consideration. If I receive the computer-generated answer I usually get, i.e. "Doesn't recognize", I'll somehow find a way to cancel my account. I don't need this aggravation.

Very unhappy in Goderich.

This is the worst customer service I have ever dealt with, I have tried all day to contact someone to help me cancel an account. I have waited since11 this morning for a return call that was set up with our local Koodo rep at the store. Shame on you for your ignorance in not taking care of your customers,

Been a customer for 8 years. Never had any issues. Today was the the worst. I just needed to talk with a real person not some virtual?????. Just trying to change my email and past word and get to see how my cost was calculated for this month.My cost was up over last months.it is now 822PM eastern time An still no contact just around an around an around.

goes to voice mail system and says to set up an appointment on their koodo assist.... USELESS

Worst customer service EVER, it actually doesn't even exist. I'm out of the country and signed up with Koodo a few weeks before I left. I asked for automatic billing. I'm out of the country, checked my sim for messages and I have two months of billing due soon. I can't log in, can't get a callback as I'm using a foreign number because I'm not paying for a month of roaming, can't get help because the assistance is horrible. I can't pay my bill because I can't sign up online because I don't receive the code to my email - I've tried repeatedly. Utterly disgusted with the service and will be changing when I go home. Where is the email support?? ANYTHING?

cell coverage in the halton hills area is very very poor. calls fail regularly. callers can't hear you or you can't hear them - very frequently. customer service to resolve this issue has been extremely poor. 6 weeks of trying to have this resolved and still cannot fully use my phone. my phone is new.

Had koodos for 12 years now and no issues until recently. I was having connection issues with my phone and finally spoke with a service rep who suggested because my existing phone was over 26 months old it was time for new one. He convinced me to order a "new" referbished Samsung for $0/ month and only $600 on the tab over 2 years. When I said i was not comfortable with a used or broken phone he assured me they were absolutely perfect and under full warranty. He also said they were most likely demo or loaner phones that just got the once over to assure no issues. I did receive that phone and 4 months ago and have had nothing but trouble since day one. Poor reception, more dropped calls than completed ones, difficulty hooking to blue tooth in the car etc etc. I have had it go to Samsung once already for warranty repair that fixed nothing. Now Koodos tells me there is nothing whatsoever they can or will do to get me a device that I can actually converse with people on. Spoke with Rogers and it looks like I will be going there. Do not expect Koodos to assist you with any issues.

This is unacceptable. I am not giving a credit card number or agreeing to any additional fee to get my refund.

Been with Koodo for several years. Prepaid service is the worst. Seems that every time I attempt to login online the system does NOT recognize my login even when entered properly. Then it locks you out for 24 hrs. Up to now, I had managed to get an attendant live on the phone to correct the issue, but today, is a weekend day and they no longer have live attendants on weekends and holidays. The online e-attendant is useless as it doesn't recognize your questions and wants to cut the call off instead of answering your query. When it offers you choices, and none of them pertain to your problem, you're screwed and will not get anywhere fast. They really, really need to fire their online programming team and revamp the whole service, it is now far worse than Bell, which is an absolute shame.

Can not get a callback. Stupid robot keeps asking the same phuqing question. This service is the Shia. I'm switching. DONE with this shi

Service sucks! The agents breathe on the phone and then hang up after waiting for hours for their stupid callback! They tell you to message FB but Facebook is just as flipping useless. I want to cancel all of my accounts with them. This is shotty service

We just updated our data plan to 10Gb / month after we have been inundated with numerous emails saying that we have exceeded our current data plan /which was only 500Mb/month. Being very tech unsavvy we didn't know how to see our monthly usage. After our upgrade we found out how to look up our past data usage. For the last 2 months my wife used .1 Mb/ mo and I used .2/Mo. What gives here?

Was sent an offer by kudo for 25 GB for $45 a month plan to switch from prepaid to a regular plan been trying for 4 days and finally got A call back finding out that The offer has expired As I do not have a local kudo in my area

What customer service is that? obviously doesnt exist.

this Koodo Assist is not helpful and doesn't get you to a real person.

Very bad, unless you any complaints to them they won't take any action. I paid my last balance and now they add it again in my current bill. Very bad koodo. By the way I already changed my plan to a lower payment but I'm still paying the same amount, isn't that nice of you koodo.

Account on line was frozen by koodo. They needed me to change my password. The system would not let me change my password. Koodo Assist is a waste of time. I couldn't book a call back until 4:30 pm May 26. Shortly after 4:30 they finally called. After many attempts to change the password no luck. She finally saw that she had to unfreeze my account. Still was unable to change my password. Was told to try again later in the evening. No luck. Was told that she would do a call back at 10 am May 27 and if I didn't answer she would call back at 12:00 noon to see how things went. No call back at 10 and no call back at noon. It is now 2:30 and still no call back. I am very frustrated and disappointed in the service. What a waste of a customer time.

Customer representative had a very strong accent. Was very hard to understand.

Before the problem was rectified she was wanting me to participate in a promotion they had going by wanting me to add another line to my account.

So I have been a Koodoo customer for almost 2 years and am completing the plan that included a Tab for a new phone. I was wanting to upgrade to the plan they are offering for less money and more data -- but apparently that is only available to new customers. I am stuck paying more with considrably less data. Looking for another carrier.

I would like to commend one of your CSRs who assisted me in signing up for a (phone) plan. I would like to thank (Sales Rep.) Rizaly for helping me sign up with one of Koodo's Boxing Week promos. Not only she was patient with me but she also made my transition from Public Mobile smooth and walked me through how to port my (current) number onto Koodo's new service. She also noted there is an additional fee for opening an new account for clear transparency; I very much appreciated her honesty. I think she is one of your best Sales Reps in interacting with customers (new and old) concerning help or inquiries with Koodo.

Thank you Leslie
Truly outstanding service

Had an amazing experience with Kal at the kiosk in mic mac mall dartmouth ns. She/they were knowledgeable, very helpful and really personable. I hope there is a way koodo celebrates their staff because this rep deserves recognition

Want to express our admiration of two Koodo Agents from Masonville Mall, London, ON that served my wife and myself beyond our expectations today (December 29, 2022). They are Maria and Sarkis. Their display of professionalism and dedication was something we do not often see despite this was a very busy day for their booth. As a customer we felt our concerns were important and appreciated. Kudos to them both!

Eugenia and Tad Wolanski

Hi, I have been out of the county for 3 months. My bank got locked couldn't do payments. I removed my SIM cards out of the phone. Waive the last months roaming fees, that I have never used. Waive the reconnecting fees, cause I have tried to pay $100 amount to show that I am willing to pay. Regards

Incredibly difficult to self register and expect lots of silences on web self help.
BUT excellent, courteous and patient attention from the staff if in trouble (Edward Chen *** at their Broadway office).

I wish to say that customer service depends on who is serving the customer. Yesterday (WED04MAY2022) I bought an 1Phone 13 through Smart Cell, Belleville. The agent, Tristan, is also very knowledgable about software products offered through TELUS and Koodo. His pleasant and informative approach is most welcome given that I am not particularly tech savvy. He looked for the best plan based on my personal needs and made every effort to ensure my satisfaction. Many thanks, Tristan, keep up the good work.

I have been with Koodo for like 9 years, they are amazing. They always call me back in a reasonable time, help me with all my questions and solve them. What i would like to see koodo do is get the watches that have cellular, like sasktel/telus have so i don't always have to carry my phone, expecially while i am out walking or doing yard wrk etc... i could leave my phone at home or inside and could answer my watch if a call comes in or i have to make a call etc... please koodo, you are a great company and you can do this. Let's go koodo and get this watch hooked up to your customers plans they already have. Would love to get the cellular/gps watch or whatever they are called. My cousins have them through sasktel i believe and they love them, they don't always have to carry their phones, just wear their watch and bam its like they have their phones on them. Hope this makes sense and you understand what i am talking about... let go koodo i know you can make this happen...

Ray at Koodo/Telus st Upper James and Fennel in Hamilton Ontario
Provided excellent service to me when I was purchasing a new phone. He was extremely helpful, polite, took his time.
Thanks Ray!

LovePreet at the Superstore, at 120th and 84 in Delta at the pop up mobile shop for Koodo is excellent at Customer Service. I have been dealing with her for 3 years. She is always working there, she is always very busy but she always has time for questions and to help with phones. I have seen her help so many people. She is always polite, helpful, patient and she knows her phone stuff. I probably would have never gotten a cell phone if it wasn't for her help three years ago, I always go back to her! Please recognize her!

I want to say thank you specially to Mr.Deepak in centre point mall (Koodo team) for his patient and good behavior and good customer service .

Manar, at the Koodo Wellesley store, provided a fantastic customer service. She was great in every respect. She acknowledged me from my very first step into the store, advised me into buying the perfect plan for my phone, was very thorough and very patient throughout and always smiley although it was almost closing time when I got there. Moreover,as there were some technical difficulties porting the number, she stayed over the closing time just to make sure the problem was solved and my phone was fully functional. All the while with the same patience, composure and big smile on her face. I'd like to thank Manar for a unique and amazing costumer experience, a rare find indeed in today's consumer world.

I recently had to get a new phone, I went to station mall in Sault ste Marie and spoke with Alex. He was so helpful and walked me through everything. He set up my phone exactly like my old one. I am so grateful. Thank you for providing great customer service. I would have been lost trying to figure everything out myself. Thanks again, carol Dunn

Over the past few weeks, every time I've tried calling Koodo Customer Service (approximately 6 times over 4 days), the wait times they state vascillate between 30 minutes and 1 hour. I haven't been able to speak to a human being unless I wait over an hour on their line - my last call, including speaking to a CSR, took 2.5 hours of my time. Abhorrent.

thank you so much Koodo you are the best at helping and a great BIG thanks to Claudia she has so much patients and so kind she is a keeper great job

I am very pleased with the service I received from Koodo they are polite and they resolved all issues on the telephone. Going to their outlets is another thing. I sent my mom to get a phone and all they did was talk and ignore her finally when she saw a phone she liked she asked how to use it and was told everyone knows how to use this my mom never bought her phone and all those young kids went back to talking about their weekend, One lost customer . My mom would still like a phone for SENIORS BUT DOES NOT WISH TO GO TO kOODO TOO BAD.

I switched to Koodo from Fido a few months ago. I've been pretty happy so far. It has better reception than Fido did, which is surprising. The over-the-phone help is pretty useful and friendly, too. Even though I'd read some complaints below, Koodo is still SO MUCH BETTER THAN FIDO or ROGERS!!!

I have been with Koodo for over 12 years and they have been nothing but excellent with me every time there is an issue they go out of their way to help me if there's any misunderstanding with data or roaming they will credit me I recently ported over to Rogers as a bundle because the rep there told me I would save money he has a lying I had to write to the Ombudsman to cancel and port back to Kudo Kudo reduced my monthly from 50 to 45 whereas Rogers was trying to bundle me at $85 I love Kudo and they are a great company from people on the phone to the people at the kiosk in the Oshawa centre I highly highly recommend them

Very understanding trying to get best for my dollar but found not add dated to my plan. I have an old plan if we changed my plan i will lose my plan would have be paying more money. So it was get the i was informed because they could of change it and not tell me plan rate would change . Very great for because I'm a single mom disability and with two kids. And dont get very much money. X does not pay child support so every penny counts. Thank to oood and your staff are very understanding .when i talk you your company they are very understanding. I make payment every mouth but it when I get my checks . I always pay the amount that will make my service on. Because my son as a disability as well he needs a phone and be able to get a hold of me if he panic . Koodoo is a very very outstanding teriffic understanding company . I wish other company's not to name shaw,tbaytel. NEED to some point, and manners from your staff

The supervisor I had deal with was very nice and he understood my situation. Thank you for the best service.

Just talked to Koodo customer service about a roaming add on charge. He took it off,and gave me new amount to pay. Spoke perfect english. Whole call took under 10 minutes. Hardest part was finding the phone number. I had to call the store where I bought it and ask them for the number.

I have always been very please with Koodo customer service, but have had a very hard time getting through on the phone lately to activate my husband's phone. I stayed on hold this time for over 35 min. until my cordless phone died.

Customer service always has very long wait times, I could eat my monthly minutes up just trying to contact them.

That aside, they have some very skilled support people (If you are lucky enough to get someone who knows what they are doing)

Talking to their support, a lot of problems they have are tied up in red tape with their parent company Telus hindering Koodos efforts.

The website is not horrible, but definitly needs work done.

Very good refund policy customer service friendly and fast. No prblems here.