I have been incorrectly charged for roaming when I’ve been close to the US border or in the US but without roaming turned on. I have followed the advice on the Koodo HELP pages but am still getting charged.
I can’t seem to find a Customer Support phone number and the Koodo Assist chat bot can’t help either.
Best answer by Georgia Koodo
Hi
We were not able to credit the November 17-19 charges as there was no Canadian usage in the same period. All charges were triggered by outgoing SMS while roaming.
To avoid future charges please make sure you are manually connecting to the Koodo network and that the data roaming is off in your phone settings. For more details on how to prevent accidental roaming charges, you can check out this article.
The charges are valid, but if you would like to dispute them further you can speak to our Koodo Expert Messaging team via the Koodo Assist or send us a private message on social media via Facebook or Instagram.
+4I’ll flag a rep for the ones that you were close to the border but still in Canada for and as well look into the other ones.
+4Hi
We were not able to credit the November 17-19 charges as there was no Canadian usage in the same period. All charges were triggered by outgoing SMS while roaming.
To avoid future charges please make sure you are manually connecting to the Koodo network and that the data roaming is off in your phone settings. For more details on how to prevent accidental roaming charges, you can check out this article.
The charges are valid, but if you would like to dispute them further you can speak to our Koodo Expert Messaging team via the Koodo Assist or send us a private message on social media via Facebook or Instagram.
I was in the US for 6 days and never changed any settings (like turning on roaming) yet Koodo only determined 3 days were worth charging. Why not all of them, or none of them? And the time was only 1 minute for each roaming charge, the same as the accidental charge. Somethings fishy.
And yes, I’ve read all the articles!
+4I was in the US for 6 days and never changed any settings (like turning on roaming) yet Koodo only determined 3 days were worth charging. Why not all of them, or none of them? And the time was only 1 minute for each roaming charge, the same as the accidental charge. Somethings fishy.
And yes, I’ve read all the articles!
Koodo rep mentioned above that you sent outgoing SMS messages while roaming on those days - nothing has changed regarding your roaming settings.
The 1-minute call ID of “ER/VR” in your usage isn’t a real call. It was there to denote something triggered easyroam at that time stamp.
Thanks for the info.
It’s very frustrating to get a roaming charge when I feel like my phone had no way to connect to a US network.
If you want to understand better how not for this to happen again, you can read through Koodo's guide here :
+4Thanks for the info.
It’s very frustrating to get a roaming charge when I feel like my phone had no way to connect to a US network.
If you are in the US and sending texts, then it will be sent via a US network. Same goes for calling. If you have your data roaming disabled and dont send texts or make/answer calls, then you should be good!
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