Accidental US Roaming

I'll flag a rep to look into the charges.

To help prevent this in future, I suggest your wife turn off roaming in their settings as well as change your carrier selection from automatic to manual and then Koodo.

Just note this will have to be changed again if you reset the device but these settings should help to avoid future charges. More info can be found below.

Also, if you ever happen to travel to the US, it may be worth looking into switching her to a CAN/US plan. They are slightly more expensive, but she would be able to roam in the US for free and would not see these fees pop up when close to the border. You can check those out in self-serve if you were to change the plan. 🙂

 https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling

Hi ​@gallaluk 

We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental data roaming. The adjustment will be reflected on your account in a few business days.

We recommend switching data roaming off and also switch to manual network and select Koodo, this would prevent the connection to a US tower when near the border.

For more info about how to prevent accidental roaming charges, please check out the article shared by Oliver above.

Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan