Billing error - easy roam

Hi ​@mkma, we’ve checked the charges you mentioned and as they are accidental roaming we have added a credit to your account, you can check it out in your self-serve. 

Both charges were triggered by outgoing SMS while connected to an US tower, to avoid future charges please make sure that you are manually connecting to the Koodo network and that the data roaming is off in your phone settings.

For more details on how to prevent accidental roaming charges, you can check out the article linked above. 

As you are quite close to the US border, you may be interested in our Canada-US plans. You have some options already loaded to your account, you can find out more about these plans here and a guide on changing your plan here. 

​@Georgia Koodo Thanks for making the adjustments.

Yes both lines on the account have this feature turned off and we have had it that way for months. Unforunately, I have to message you a monthly basis for corrections.

No thanks on the plans, we are never in the States. 

Has Koodo considered reviewing their invoices for these accidential charges before sending them to the customer? It sure would improve the customer experience. 

Oh that's weird. How are you turnijg off this feature? 

​@Dennis I followed your guide and turned off both roaming and automatic selection in settings. I purchased the phone from Koodoo, so is this now a warranty issue????

Can you answer my question? Has Koodo considered reviewing their invoices for these accidential charges before sending them to the customer? It sure would improve the customer experience. 

If you set your network settings from Automatic to Manual and then select Koodo you shouldn't be accidentally roaming again. Just make sure you check the settings after a phone restart as it may change back to Automatic by default. 

Unfortunately cell towers are like radio signals. They don't adhere to any borders. And to review the invoices is very manual and inelegant. By turning off automatic network selection this should fix the issue.