I'm hoping someone from Koodo can take a second look at this. I've been through
the messaging team and we've reached a wall.
WHAT HAPPENED
I was in the US from July 4 to 11. My July 31 bill included $128.00 in Easy
Roam US daily fees - eight days at $16.
WHAT I ACTUALLY USED, FROM THE SAME BILL
US 1X Data Roaming ............ 0.338 MB ..... $0.00
Roaming Txt Msg - Received .... 9 messages ... $0.00
Long Distance US/Intl Voice ... 2:00 min ..... $0.00
Every metered line for that week is zero. $128 for a third of one megabyte.
WHEN THE EIGHT FEES TRIGGERED (ER/VC ROAM/VOY entries in the airtime detail)
Jul 4 - 12:19 pm Jul 8 - 6:49 am
Jul 5 - 1:21 am Jul 9 - 6:24 am
Jul 6 - 8:33 am Jul 10 - 8:42 am
Jul 7 - 4:27 am Jul 11 - 6:36 am
Five of the eight fired between 1:21 am and 6:49 am. There is no user-initiated
entry anywhere on my bill at those times, because I was asleep.
The July 7 fee is the clearest. It is timestamped 4:27 am - the exact same
minute as a MSG RTRVL TM voicemail entry on the line directly above it. That
$16 was triggered by a voicemail arriving overnight. I did not place a call or
open anything, and I had no way to decline it.
I NEVER SELECTED EASY ROAM
Koodo's own Easy Roam page for my number states: "When you signed up with
Koodo, Easy Roam was automatically included with your plan." My Self Serve page
shows total add-ons of $0 per month. My plan is 5GB of Shock-Free Data.
THE KNOCK-ON EFFECT
My bill is normally $28. This one was $172.89. My pre-authorized payment failed
as a result - my June bill of $28.25 had cleared normally on the same bank
account and the same arrangement. That added $80 in Koodo NSF charges, plus a
$50 returned-item fee from my own bank. One $128 charge has cost me roughly
$270.
WHERE THINGS STAND
The messaging team has applied $150 in credits ($100 roaming, $50 NSF),
described each time as a one-time courtesy under a valid charge. I accepted it
as a partial credit only. I have paid my monthly bill.
WHAT I'M ASKING
1. Koodo's "Ask us to review a charge" page lists as a valid reason for review:
roaming charges that do not match your usage. Mine do not - 0.338 MB against
$128 in daily access fees. Could someone review it on that basis?
2. The $80 NSF has never been itemized, despite three requests. How many returned items, on what dates, at what rate each, and how many
times was the payment re-attempted after the first decline?
I'm happy to provide account details privately to a rep.
