@Jayson5 - I can definitely understand not wanting to be on the phone with customer service for ages. That’s actually why we created our Koodo Virtual Assistant. Form there you could actually schedule a callback at a time that is convenient for you and alleviate any hold time.
With that said, the issues you experienced wouldn't have required any “arguing” and could have been resolved relatively easily.
Issue 1: The airtime overage back in April 2021 was indeed a glitch during the plan change. It was caused by a slight delay from the moment the old plan was removed and the new plan put back on. I went ahead and applied a credit for the $21.70
Issue 2: I looked over your account and you actually had that add on since March 15th 2020. If you look on your February invoice, you should see the following notice at the end of the pdf.
“Update to your 1000 International Long Distance Minutes feature. Starting in March 2022, your feature rate will increase from $0 to $3. In accordance with the
service terms, you accept the change by continuing to use the service. If you do not agree with this change, you may cancel your feature without penalty within
30 days of the effective date of the change.”
For this reason, we aren’t able to apply a credit for this however, I can see that you already went into Self Serve to have the add on removed. You won’t be charged for the add on moving forward.
Issue 3: I can clearly see the accidental roaming that occured on May 15th. Based on the data log I can see that your phone picked up the Verizon tower for 2 min before connecting back to Telus. Unfortunately, this happens and there isn’t much we could do to stop it other than the recommendations that were given to you above (setting manual network instead of automatic). I went ahead and applied a credit for this charge as well.
Happy to help!
