Accidental US Roaming Charges

Question

I live in Niagara on the Lake and my phone accidentally connected to a US network this month.  How should I proceed to get the charges removed.

Oliver C · Accepted Answer

If the bill has already been issued and is showing the charge, you can have your bill reviewed through your Koodo self serve. Under the amount due there should be an option for a rep to review the bill. The charge will be reviewed within 4hrs.

Note that the bill has to be issued indicating the charge for it to be reviewed. More info on how to have the charge reviewed can be found here:

https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill

To help prevent this in future, I suggest you turn off roaming in your device settings and changing your carrier selection from automatic to manual and then Koodo. More info on prevention methods can be found below. https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling

MilkyWay · Answer

To avoid this from happening again, make sure to manually select your network to Koodo, so that your phone does not automatically connect to a nearby U.S. cellular tower. You will need to do this every time you restart your phone.

You can ask a rep to review the charge on your bill in your Self-Serve account. It will be usually reviewed within 4 hours. https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill

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