Dispute Roaming Charge

Yes I do. It is the only “other charge” on my bill. 

Let me flag a rep for you.

Hi ​@jumboshrimp 

We have reviewed the details and we have been able to remove the roaming charge since it was triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.

For more info about how to prevent accidental roaming charges, please check the article shared by ​@Dennis  above.

hi there i was charged for 2 day roaming charges on Feb 13th and Feb 15th. I made sure to not use my data for the days i was away to avoid these charges. I did not use my phone while I was im America.  can you assist me in reviewing these charges.

​@mcintyrehailey 

I can flag a rep to see if the charges can be refunded, but there’s no guarantees, as they were out of country. Let me know if you’d like me to do so.

Did you just not use data, or did you turn off data roaming in your phone settings?

For future reference, you ideally want to remove “international data roaming” within your add-ons, which prevents data from being provisioned at all while roaming. Sometimes turning off data roaming won’t actually keep it 100% off. You can also remain in airplane mode or remove your Koodo sim/ turn off your Koodo esim in settings. 

I had 2 roaming charges applied to my bill in February (21 & 22) but never left the country. 

Hi ​@hconnor_4 

We have looked into it and we have been able to remove the roaming charges since this happened due to accidental roaming, please check your self serve account when you get the chance for the updated amount due.

For more info about how to prevent accidental roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

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

Hi I previous posted about a roaming charge that happened while in Bahamas.   My bill was not yet ready and I was asked to notify you once I had my March bill.  I can’t seem to reply to that orginal post.   My March bill is now ready and has the roaming charge for the seconds my phone wasn’t in airplane mode.  Please see previous message below.  I’m hoping you can reverse it. 

• Georgia Koodo

• Official Rep
• 1393 replies

• 5 days ago

Hi ​@Jenn12345, we’re not seeing a roaming charge on your last bill. If this is for your upcoming March bill, we can check the usage once the bill has been issued. Just let us know once the bill is available. 

Let me flag a rep to look into it

Hi there ​@Jenn12345 We verified the day with the charge and found that the roaming fee was activated by 2 sent text messages while roaming. The charge is valid. 

If you want to further investigate, feel free to schedule a callback with our Koodo Assist or send us a private message over Social Media, through the links at the bottom right of this page.