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I submitted a question re:being charged for Easy Roam every day despite not signing up for it.The reply from Koodo said I have to use it when I roam. I don’t believe this is correct because there are pay-per-use rates as shown on the Koodo website. 

 I don’t believe I am obliged to use or pay for Easy Roam if I did not sign up for it.

My partner has the same Koodo package and is being charged the pay-per-use at considerably less cost. 

Pay-per-use rates are shown on your website.   https://www.koodomobile.com/en/payperuse

 

Does it show in self serve that you have the Easy Roam add-on? If you, then at some point you signed up for it. You can remove the add-on so that in the future, you just pay what you use abroad. Be aware though that it can add up rather quickly, because direct roaming can incur hefty fees!


My account shows 5 or 6 add-ons, including Easy Roam pay-per-use, that I did not sign up for when I bought an iPhone 14 and changed my plan in Dec 2023. I have now removed the Easy Roam pending resolution of this issue.

I want to have the Easy Roam $14/day charges removed from my bill. I am currently in the United States and need to know who to speak to at Koodo. I don’t want to generate roaming charges as I sort this out with the billing department.


I did not knowingly sign up for any of these things. I don’t even know what most of it means. I would appreciate if you could give me the direct phone number or email for the department that can help me to have these 5, $14 charges removed and prevent any further charges. Three of them are on the bill that is due Jan 2 and the others are showing as current. This entire situation has been extremely frustrating and a very unpleasant way to begin my holiday in the US as my retirement celebration. My partner and I have now spent many hours in my first week here trying to untangle and resolve this issue. I am still here for several weeks and must have these charges stopped and reversed. thank you.


@Ramonajo the charges are valid but if you would like to dispute them further you can schedule a call-back through our Koodo Assist or send us a private message on Social Media via Facebook, X/Twitter or Instagram.

For more information on how to prevent 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


I was told to follow up on my billing issue on Facebook and I believe that I was just engaged in a scam. I ended up connected with someone from “Koodo Mobile Customer Service” on messenger. They asked for my name, address, phone number,  birthdate, what bank, and card information and they said they were going to do a “virtual unreal test verification process”. 

When I asked for someone to call me instead questioning whether this was a scam, they said “sorry to inform you that we are currently having trouble with our call server, we shall not be able to reach you through a call. 

Would you please give me direct access to a legitimate customer service rep. This is getting beyond frustrating and ridiculous that I can’t get a real person to help me with this issue. I now must contact my bank fearing that my bank accounts could be compromised.  This is crazy!!!!!!!!

 


Hi there ​@Ramonajo  

That does not sound like a legitimate conversation as we do not ask for bank or card information.  You can reach our customer service for Facebook or X(Twitter) by clicking on the icons on the lower right of this page where you can send us a private message.