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Charged for an Incorrect Number of International Text Messages


I am being charged for 47 received and 55 sent international text messages at 60 cents each. When I call Customer Service, that's what their records show. BUT, I know for a fact I did not send or receive nearly that many, and I can even prove (or at least soundly argue that) by comparing with my girlfriend's phone bill. Her records show that we only sent 25 text messages IN TOTAL, and her number was the only one that I sent/received texts. I was just wondering if anyone has had an issue like this...I plan on sending Koodo the opposing bill.

10 replies

Userlevel 7
You're going to have to call customer service again and talk to someone else about your issue. We'd love to help but since we don't have access to your bill or account there's little for us to do. Were you texting anyone else other than your girlfriend while roaming? That would contribute to the higher amount.
Userlevel 7
Badge +4
Keep in mind that sometime you might get charged in delay. It happened to me once. I went to the states and I got billed my texts 3 months later. It was something about processing all the information that delayed it. So maybe it goes up from another time?
Userlevel 2
Are you using an iPhone? Some iMessages are actually text messages.
Thanks guys. There were only one or two other texts received from another number, so that can't be it. My phone was a Samsung Ace XII or something like that. As far as the delayed charges go, I'm not sure if that could be the case. Koodo's records already show that the texts have transpired, but that number of texts doesn't show up on my phone or my girlfriend's phone.
Userlevel 2
Dan McIntosh wrote:

Thanks guys. There were only one or two other texts received from another number, so that can't b...

At this point, it's Koodo's system vs your word. You could try to have an investigation done by a Supervisor, but I doubt that it would go in your favor.
She received 25 text total ? Or was it 25 total on both ends. If it was just how many you sent out I can see it being around 47 if your not counting incoming as well. But cannot really help much without knowing more or seeing bill. Your best to call and work it out. Either have someone thoroughly explain your billing and etc or investigate it.
I have US Roaming Text booster.  I have been charged double and/or triple the number of actual text sent from USA back to Canada.  I would see the text transactions appearing 2-3 times for the same text to the same telephone number and exact time.  I had to call customer service 3x in row for 3 different trips in USA.  Not sure if it is a system issue at Koodo but it is a pain in the butt to have to call customer service after each trip.  They cannot reverse the duplicated/triplicated transactions.  The only remedy offered is to add additional text into my booster plan to make up for the over charge 😢
Userlevel 7
Badge +4
Karina Duong wrote:

I have US Roaming Text booster.  I have been charged double and/or triple the numb...

Were these long texts? A text longer than 160 characters, or containing emoji gets split into smaller chunks, sent, and reassembled by the receiving phone. These texts would show as multiple texts sent.
Karina Duong wrote:

I have US Roaming Text booster.  I have been charged double and/or triple the numb...

No David.  These were just plain text without emoji and with less than 40 characters.  Just very short texts.  My husband has the same US roaming text booster plan but his charges were fine.  He sent me a text = 1 text is deducted from his plan balance.  If I respond to him because we were in different area in a department store/mall in the USA, I get over charged.  Not quite sure if having a BB Z10 may be the cause.
Karina Duong wrote:

I have US Roaming Text booster.  I have been charged double and/or triple the numb...

I will be heading to Vegas for 2 weeks at end of December.  Will see what happens on this trip.  On last call to resolve my over charge, I was passed to Koodo tech rep and have been informed that my issue was fixed and should not happen again. So we shall see...

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