Hello,
Fiest time here, I was charged for easy roam, both in July August and last bill. I have not been out of the country, in July I was in NB (St George Area) and just recently flew to BC (US airspace?) How do I get a refund?
Merci!
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Oh that might be too late to get reversed.. Koodo has a time limit to contest bill charges. I’ll flag a rep but I’d expect it’s been too long.
For future reference, the following page explains how to adjust your phone settings so it shouldn’t happen agian:
Hello
Sometimes the device is going to catch the network on the other side.
It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.
You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.
I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges.
We verified the day with the charge from the latest invoice and confirmed accidental roaming. A $14 credit was applied for the fee and will update within 3-5 minutes in the Self Serve account.
As for the months of August and July, we did not find any roaming charges present, only long distance charges for calls or texts made from Canada to US. You can verify the detailed invoice by downloading it as PDF.
Please note that there is a period of 30 days to dispute a charge that you disagree with (up to 90 days in case the roaming charge appears on a later bill) - https://www.koodomobile.com/en/service-terms
If you want to further investigate, feel free to schedule a call-back through our Koodo Assist or send us a private message over Social Media.
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