I recently returned from a week in Mexico where the resort offered free WIFI. I never left the resort, so did not access any data. However, I was charged one minute per day on Easy Roam = $14 x 7 = $98. Is this a legitimate charge? I have used Easy Roam in the past in other countries and have only been charged when I use data when not connected to a hotel WIFI. What am I not understanding about this current charge? Do I have any recourse for a refund?
Did you turn off both cellular data and data roaming setting in your phone
Also, when you sign into self-serve and check your usage details for text, calling and data, what does it say? From there you should be able to see what exactly was used during the days you were away.
Feel free to share a screenshot of this section if something doesn’t make sense (make sure to hide any personal details)
I recently returned from a week in Mexico where the resort offered free WIFI. I never left the resort, so did not access any data. However, I was charged one minute per day on Easy Roam = $14 x 7 = $98. Is this a legitimate charge? I have used Easy Roam in the past in other countries and have only been charged when I use data when not connected to a hotel WIFI. What am I not understanding about this current charge? Do I have any recourse for a refund?
Can you provide a screenshot of your bill with the list of detailed charges?
Yes, the was me. I was quite uncomfortable with the request for my PIN number right off the bat - thought it might be a scam. Now that you have seen the screenshot, can you comment?
Yes, the was me. I was quite uncomfortable with the request for my PIN number right off the bat - thought it might be a scam. Now that you have seen the screenshot, can you comment?
PIN request is a normal process to access your account.
Your screenshot was about ER/VC notifications. Those are not actual calls. Koodo used er/vc to denote the start of an easyroam session. I recommend you check data usage or text also to see if there was anything.
This was using the resort’s WIFI.
That screenshot was actually the cellular data usage, Koodo can't report data using wifi.
Anyway, I am not sure how you controlled the cellular data. In the snapshot above, there were many report of using cellular data. Easyroam fees are likely legitimate charge.
Looks like I am far from the only unhappy Koodo user to encounter this issue. Surely Koodo can come up with a way to make it clearer, so that we customers don’t feel like we are being taken. Not happy!
I think the norm for some is to leave data enabled thinking that when data roaming is turned off and when Wi-Fi is used, this will not incur data usage charges. Any number of events can occur while data is enabled; e.g. apps running in the background requiring periodic updates, updates on social media platforms, weather apps and location services, can all access/use data.
The trick is to disable both data and data roaming and use Wi-Fi exclusively. Sure, there might still be a tiny amount of data leakage/usage, but that kind of usage is measured in kilobytes, or one or two megabytes. Koodo is fairly lenient in correcting accidental usage of this kind.
How do I go about requesting that these charges be reversed?
You can try scheduling a callback through Koodo Assist. A rep should be able explain the charges and how they were triggered. If charges can be reversed, they will let you know.
Thank you!
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