Dear Koodo staff,
I hope this finds you well. I’m writing to ask for help regarding my Koodo monthly account.
I’m an international university student, currently abroad for the summer. After paying my last bill on April 27th, I went on the Self Serve portal on the website and attempted to pause my plan so that I could use my local SIM in my home country. I followed all the necessary steps to do so, but after recently checking my Koodo account, I found that I have a bill of $356.36, including my monthly plan fees, and 11 days of random EasyRoam charges from “ER/VC” 1-minute entries. This leads me to believe there must have been a system glitch. I have proof to show that from May 6 to now, there’s been 0 MB of data usage on my Koodo plan.
Since my phone has been idle until now, and your system logs confirm zero megabytes of consumer usage, I am kindly requesting help from a representative about this matter; if needed, I can share screenshots privately. If possible, I would like my account to be retroactively placed on the seasonal hold plan and the ER/VC charges removed, as I took all the necessary steps to pause my plan, but apparently it wasn’t paused.
Thanks for your time, looking forward to hearing back soon.
I Paused My Plan 2 Months Ago But Still Got Charged Despite Not Using Any Data
Best answer by Koodo
Thank you for the details
We verified the date and we could not find any change or attempt present for the Seasonal Hold. In regards to the Easy Roam charges, we can see that there was a phone call in one of the days charged and data usage in the other days that triggered the Easy Roam fees. You can check the usage in the Self Serve account.
If you want to further investigate the situation, you can schedule a callback through our Koodo Assist or send us a private message over Social Media, through the links at the bottom right of this page.
+4Hi
We understand that seeing those charges is not something that you expected since you mentioned that you tried to activate the Seasonal Hold plan.
To better understand the situation, can you please let us know on which date you tried to activate the seasonal hold plan?
Was there any confirmation that you received at that point?
Hi
We understand that seeing those charges is not something that you expected since you mentioned that you tried to activate the Seasonal Hold plan.
To better understand the situation, can you please let us know on which date you tried to activate the seasonal hold plan?
Was there any confirmation that you received at that point?
Hello, thanks for the quick reply!
I tried to pause my plan on April 27th, but I don’t recall getting any confirmation. After the last step of the process, I just got redirected to the homepage, so I assumed it worked. I’m willing to pay any EasyRoam charges from before that day. However, I did not use my plan after this because I thought it was paused and my SIM was in a backup phone.
+4Thank you for the details
We verified the date and we could not find any change or attempt present for the Seasonal Hold. In regards to the Easy Roam charges, we can see that there was a phone call in one of the days charged and data usage in the other days that triggered the Easy Roam fees. You can check the usage in the Self Serve account.
If you want to further investigate the situation, you can schedule a callback through our Koodo Assist or send us a private message over Social Media, through the links at the bottom right of this page.
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