Hi ​@Ashekate, we can’t assist with legitimate charges but we can certainly look into them if you’d like some details as to why you were charged. 

If you’d like that, please log out of the Community and log back in, using your Self Serve account credentials as shown in the picture below. We will gladly check for you but we cannot access your account without authentication.

The issue is that my husband is the one looking for help. We’ve been chasing call backs from Koodo all afternoon. We are both Koodo customers and we both went down and signed up with Straight Talk. They recognize our accounts and verify they are still active ( even though we are now back in Canada) I did. Not get roaming charges but Mike DID GET CHARGED $400. We want somebody to look into his account. 

If you want help then the person with the charges has to sign into this Community as Georgia posted above. They don't know who you are until you sign in.

Your husband can reach out here and sign in with his account credentials as we cannot access it otherwise. You can also schedule another call-back through the Koodo Assist or send us a private message on social media via Facebook, X/Twitter or Instagram.

Note that Signing up and having an Straight Talk account does not prevent you from roaming.  I assume you guys used an esim so that both lines were active on the account at the same time.  Did your husband’s phone settings ensure that data was completely disabled on his Koodo line?  That calls were to only be made with the Straight talk line?  Also the same with text.  It sounds like a setting was missed so your husband ended up using his koodo sim daily for any one of Data, Talk, or text.

This article below will show how you can check his account to find out what triggered Easy Roam.  It is a bit confusing so please read the full article.

Our settings were the same. It’s a mistake from Koodo clearly. This isn’t operator error this is a technical glitch that wasn’t anything we did and we should not have to pay for it. Where’s the accountability to provide good service. Phone bills are astronomical up in Canada and what are we getting. Very frustrating. 

A rep was trying to look into the issue but your husband has not replied to the rep

Did you read the article I provided above?  Did the roaming usage shown in Koodo self serve match the phone’s usage for those dates?

I dont think it is bad service, yet.  Like you said, it could be a technical glitch.  And Koodo reps have asked for your husband to comment on this post or the other post with his self serve account so they can look into the complaint.