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I am extremely frustrated with the lack of response from your customer service team. I have been trying for three days to receive a call back, which is completely unacceptable.

Please provide a phone number where I can speak directly to an agent. I have been incorrectly charged for accidental roaming in July, August, September, and October. I expect these charges to be reversed immediately.

I live on the US border, which may have caused these charges, but this issue needs to be resolved promptly.

Thank you! 

Hi there @M-J-M 

We verified the account and confirmed that the charges on the September invoice were already addressed in your previous post from 2 days ago. 

 

We also verified the August invoice and were able to confirm accidental roaming. The credit for that invoice was also addressed with immediate effect. 

 

Please note that there is a period of 30 days to dispute a charge that you disagree with (up to 90 days in case the roaming charge appears on a later bill)  - https://www.koodomobile.com/en/service-terms

If you want to further dispute the situation, Feel free to schedule a call-back through our Koodo Assist or send us a private message via Social Media (Facebook, X(Twitter) or Instagram). 

 

You can get assistance here on the matter.

Unfortunately, Koodo gives 30 days to contest roaming charges. 90 if they don’t show up for the next bill. You should be able to get September and October credited, but not July and August.

I’ll flag a rep to assist and confirm. For future reference, the following article explains how to adjsut your phone network settings that should prevent it from happening again:

 

 

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