Hit with $100+ roaming charge in under a minute after landing ....this should be $18 Easy Roam

From your screenshot, it appears your account didn’t have Easy Roam provisioned. Instead, roaming was enabled at the pay‑per‑use rate. For South Korea, that rate is $10 per MB. https://www.koodomobile.com/en/payperuse?

Thanks for the explanation, but this still doesn’t make sense to me. I never opted out of Easy Roam, and I wasn’t aware it wasn’t on my account. I’ve always understood that any roaming would default to the $18/day charge, not jump straight to $100+ in under a minute.

All I did was turn off airplane mode to activate my eSIM, and the charges hit instantly before I even used my phone. I don’t think anyone would reasonably expect that.

So my question is: if Easy Roam wasn’t provisioned, why wasn’t it automatically applied when roaming triggered? I’m just asking for the charges to be adjusted to the $18 rate, since that’s what any customer would expect in this situation.

Hi ​@JamieSOttawa 

We understand that such a charge being incurred in a very short time may seem unreasonable given the current rates for the daily roaming fees.

We have looked into it and we can see that the Easy Roam International add on is not active on your account, which is why the pay-per-use rates were applied.

We recommend checking the Easy Roam support article for the applicable rates, both daily rates when Easy Roam is active on your account, and the pay-per-use rates, when Easy Roam is not active.

When switching airplane mode on, data background usage can trigger the roaming charges, which can quickly add up given the roaming rates.

When travelling abroad, it is recommended to double check if Easy Roam is enabled on your number, and it is also worth checking whether there is a travel pass available for the region/country you travel.

This article provides more steps on how to prevent unwanted roaming charges in case you don’t plan to use your Koodo plan abroad.

Thanks for the response. I understand the difference between Easy Roam and pay‑per‑use, but that still doesn’t explain why my account didn’t have Easy Roam enabled in the first place. I never removed it, and I wasn’t told it wasn’t active.

The issue here isn’t that roaming triggered . it’s that $100+ in charges happened in under a minute, before I even had a chance to do anything. That’s exactly the kind of situation Easy Roam is supposed to prevent.
All I did was turn off airplane mode to activate my eSIM, and the charges hit instantly. No one reasonably expects that to happen, especially when Easy Roam is advertised as the default safeguard.

I’m simply asking for the charges to be adjusted to the $18 Easy Roam rate, since that’s what should have applied the moment roaming was detected.

We hear you ​@JamieSOttawa!

Unfortunately, the Easy Roam add ons can be added in self serve only or by texting the short code as per the Easy Roam article, they cannot be added or removed by a rep.

As per the account history, we see that Easy Roam International add on has been removed in self serve a while back (we can send you a PM with more details if needed, please let us know).

Thanks for the info. I didn’t knowingly remove Easy Roam, and I definitely wasn’t aware it wasn’t active. If it was removed “a while back,” that wasn’t something I did intentionally or something I was ever notified about.

The main issue here is that I was charged over $100 in under a minute just from turning off airplane mode to activate my eSIM. I didn’t use any data on purpose, and the charges hit instantly before I even had a chance to do anything. That’s exactly the kind of situation Easy Roam is supposed to prevent.

Even if Easy Roam wasn’t active, I don’t think it’s reasonable for the system to allow $100+ in charges to accumulate in seconds. I’m simply asking for the charges to be adjusted to the $18 Easy Roam rate, which is what any customer would expect in this situation.

This is customer forum, for issue with billing, you would have to negotiate in private with Koodo directly. I would recommend you ask for private message in the forum or schedule a call back from Koodo.

Yes, please send me a private message.

Hi ​@JamieSOttawa 

We have just sent you a PM, please check your community inbox when you get the chance.