EasyRoam dispute

Hey Scott! To dispute those EasyRoam charges, here's what you can do:

First, check your usage details: Log into Self Serve and go to your usage section for data, SMS, and calls. This'll show you exactly what triggered each charge so you know what you're disputing.

A couple quick questions to help:

• Were these charges for days you didn't intentionally use your phone abroad, or did something unexpected get billed?
• Do you still have Easy Roam active on your account, or did you already turn it off?

The thing with Easy Roam is that even brief use of calls, texts, or data on a foreign network triggers a daily charge (valid until 11:59pm local time). If you didn't use it intentionally, definitely dispute it; just make sure you have the usage details to back it up.

Unfortunately, you will not be able to dispute the charges in August, since you only have 30 days to review and dispute the charges on your bill. It may be possible for a rep to consider an exception, but this is done at their discretion. I will flag a rep to help you out.

In the meantime, you may want to upvote this idea. If there are enough votes, Koodo may consider this option in the future. 

Is this specific to roaming charges while in Canada or outside of Canada and you got roaming charges when you were trying to avoid roaming 

Hi there ​@Scott Spence 

We verified the $18 charges for 11 and 17’th of October were triggered by data usage while roaming and they are valid fees.  In regards to the US Easy roam charges for August, can you share more details on the reason you are disputing them ?

The US ones are when I am driving near the US border….

The UK ones occurred when I landed and and while turning off my Canada SIM and turning on my eSim. The only event that occurs is the Koodo text saying don’t use data or send texts, but receiving them is ok. No problems. Then I get a roaming charge.

eSims are much cheaper and easier than Koodo I have no reasons to use Koodo roaming,

They came about when I drive Highway highway 3 in BC, where the road is close (still 20-30kms away) to the US border. I have proof I was in Canada the whole time.

The October charges explained: 11th turning on my UK eSIM, and turning off Canada SIM. The only event that occurred was i received a text from Koodo saying talking about roaming. The 17th is when I had to turn on my Canada SIM in order to receive a log-in PIN for something, not to send a message or use data. 
I use eSim everytime I travel because they are cheaper and more simple than Koodo. Why would I use Koodo for roaming?
How can I escalate my claims?

Just to confirm, do you happen to recall if you also called / checked your voicemail while your Canadian sim was briefly active? As this would result in a charge. Any calls & checking of voicemail while roaming will also result in the fee.

If not, I can flag a rep back to the post, but if they deem the charges valid from what they can see you can escalate further via a call back. Just note during today and the weekend scheduling a call may be delayed as it is black friday weekend. 🙂

I definitely didn’t call my voicemail. The Koodo text when you land in another country clearly states no data consumption (apps, internet, obvious things), or sending txts or making calls. I am well aware of this and no I didn’t call my VM. If you could please flag the post.

Thank you.

Also, denying a call on the new iOS with the Live voicemail also dings an EasyRoam charge.

I see, thank you for the extra information just wanted to be sure 🙂

I’ll flag a rep back to your post. Similar to last time, just make sure you’re logged into the community using your self serve credentials and they will respond here. 👍

If you follow the steps in the article you can find out what triggered your Roaming.