I received a message telling that I’m charged for Easy Roam, when I never enabled it!!! But that’s not even the problem. Even worse, now I went to the website and click on “Add Easy Roam”, assuming that then there would be an option and make it clear that I’m opting out of the service, to minimize the damage. But there’s no opt out!! they claim that I should keep my phone in airplane mode. But then, how am I supposed to receive free SMS for account verification of websites or call a free customer service?
I can’t wait to come back to Canada to cancel Koodo. They’ve already increased my price last month without any notice, and I can see that if you’re a new customer they charge you less for the same plan. Now I’ll pay the Easy Roam for all the days they’ll claim, but I swear that this is the last time Koodo screws me over.
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Hi @anuser
We have looked into it and we couldn’t find a roaming charge. When did you get the notification?
Roaming notifications are sent automatically when the phone is connecting to a network in roaming to inform you about the applicable fees, however, if you didn’t use the service, there shouldn’t be any roaming charges.
Have you tried removing the roaming add ons in self serve under Mobile Services - Manage add ons?
Please note that removing the Easy Roam US and Intl add ons will still allow you to use the services pay per use.
When you travel internationally (outside of Canada and the US), you can remove the pay per use International data roaming roaming add on in case you don’t need to use data and keep just the International Voice roaming add on, to be able to receive texts or schedule a call back with Koodo if needed (no charges apply for those). For any other calls made/received and outgoing text, pay per use roaming will apply.
The text message I received says:
“Your account has reached $25 of data roaming charge in this bill cycle.”
@anuser Thanks for the info!
We see indeed on the pending billing cycle, there are charges for data usage pay per use. We also see you added Easy Roam in the meantime.
We recommend checking the link we shared above to prevent unwanted roaming charges when traveling abroad.
don’t worry, I won’t spend my holidays taking a short course about how to use your plans. I promise that if I have to pay those charges, I’ll cancel the plan. This was the last straw. I’m paying way more for the same plan that is offered way cheaper for new users. They increased the price last month without any notice. And now you’re charging me $25 for a service I didn’t use. Even worse, you still don’t give me any option of opting out of the service.
Oh and once I come back to Canada, I’ll make sure of publishing my experience on any social media you’re active. This isn’t the first time Koodo screws me over.
@anuser
We have looked into it regarding the price increase and we see there was an increase announced on the September bill, we recommend downloading the PDF bill in self serve and checking page 4.
For the roaming charges, please schedule a call back with the virtual assist or send us a message on social media (using the links at the bottom of this page) once they appear on the bill, so a rep can look into it.
When you try to opt out of Easy Roam and the International data roaming add on in self serve under Mobile Services - Manage add ons, what happens? Are you getting any specific error?
You sent the bill with the price already increased!!! You should explain why the increase when having a new phone with the same plan is cheaper than the plan I’m having. I’ve been a customer since 2017, and this is not an empty threat that I’ll cancel the service. It’s unbelievable that I arrived today and I have to deal with this, just because it really pisses me off how you people treat customers.
Btw, I was in transit in the USA!!! I was a couple of hours there, and still you charged me $25 like if I had been more than one day!!
And you tell me about opting out of Easy Roam when there’s no option to do it!! Once I clicked on accepted a couple of hours ago, expecting it’d give me an option to make it clear I wanted to cancel, now you can’t click on anything else. Now it looks like this
