I assumed you didn't check your voicemail and send any sms.

If it was on airplane mode, Koodo shouldn't even know you were roaming or not. At anytime did you turn on your phone and receive a roaming welcome message? Also, roaming data must be off. 

As well, could you go into your selfserve and check usage of past months? If it was just a tiny amount of data,they would be able to refund it.

Where do I go on the site to talk to a customer rep?

We can flag a rep for you, if you provide us a little more information about the questions Dinh asked.

You can also schedule a callback through the assistant, if you request it on the bot.

Phone was in airplane mode; cellular data was turned off, I’m using Messages on iPhone so all short-text messages went through WiFi. I did receive an email from Koodo saying that I was in the USA, but I  double-checked and the phone was in airplane mode, only WiFi was enabled. No calls were received, and never checked the voicemail.

Can you determine for us what triggered the Easy Roam charges?

This article should help

I wish I knew what triggered it. Cellular wasn’t turned on the whole trip, cell was on airplane mode starting in the airport (origin). I knew I didn’t want to get charged for roaming fees, so I did everything I usually do with my previous provider, but it didn’t work!

If you received an email saying your phone was in usa, there was a moment that the phone wasn't on airplane mode and connected to a local network.
Let me flag a rep here also

Can you provide a screenshot of your bill with a detailed list of charges? It would provide a better explanation of what triggered the Easy Roam feature. Make sure to remove any personal details, as this is a public forum.

Hello @SimonMTL 

We verified the days 20,21 and 22’rd of May. The Easy Roam was triggered by sending text messages over the network that you were connected at that time. 

We have a great help page that can help out with some details. You can check it out here.

Clearly you didnt click on the article I posted in my reply, which would have showed you what triggered the Easy Roam charges

What a disgusting and unprofessional reply. 

I respectfully disagree,  OP stated they didnt use their phone.  No calls, wifi only, no texts.

Easy roam must be triggered somehow right?  So what triggered it?  So I posted an article with instructions to determine what triggered the easy roam charges.

OP then replied they wished they knew what triggered it.  I literally posted the instructions to determine what triggered it.  This resulted in a rep having to be flagged, who used the same steps in the article to confirm texts were sent which triggered the easy roam.

What a waste of a rep’s time when they could be helping others who needed assistance for something where a rep was actually needed.

PS.  Good thing I’m not a professional Koodo employee 

Good thing you aren't a Koodo employee, indeed.

Also, good luck defending full day Easy Roam charges for the tiny data usage that resulted from receiving Easy Roam confirmation texts. Plainly unethical.

Get a new gig, amateur.

Customers are free to turn off easy roam and choose to be charged pay per use rates instead.  No one is forcing Easy Roam on anyone

Easy Roam is automatically added to user plans. They need to Opt Out. That is unethical, clear as day.

These charges should be refunded to OP.  Receiving a confirmation text message that "you are now are Easy Roam" should not cost users money, especially if they have data roaming turned off.

Hey OP, as an actual Koodo customer, and not one of the shills here, I am with you. Terrible customer service, charges that you need to opt-out of, billed for receiving simple confirmation texts…

Koodo has really entered into outrageous and unethical behaviour here. 

If you opt out of Easy roam, you are forcing customers to technically opt-in to Pay per Use roaming.  Pay per use roaming can easily exceed the cost of Easy roam on a daily basis.  This was what happened prior to Easy Roam.  Hence Easy Roam.  Trust me you do not want pay per use roaming charges instead.

Like I said in your other post, Easy roam is not the issue here.

Easy Roam is the issue here. Messages were sent via Wifi, cellular was turned off. There is no way that sending an SMS via Apple Messages unlocks the cellular data that’s off to send the SMS. This happened 3 days in a row. 

And frankly, “wasting a rep’s time” - are you kidding me? First of all, the system keeps saying there is an error when I try to access the information:

Application error: a client-side exception has occurred (see the browser console for more information).

So, how am I supposed to get the information via self-serve? It’s been doing that since I started this thread. I CANNOT check the usage. I tried 2 different browsers, and the same thing happens. I have to take the rep’s word for it, because I can’t check on my own.

As the rep mentioned, your easy roaming was triggered by SMS

No one mentioned Cellular data?  Are you saying that you went through the article and determined that cellular data was used during roaming?

If you are having issues or errors with self serve that was not previously mentioned in your post.  I can only provide advice based on the info you provide.

Have you tried to clear your browser’s cache?  Were you able to login to your self serve successfully and see your usage previously?

Even if cellular data is turned off and customers go out of their way to avoid charges, like using wifi only, Easy Roam will bypass it in order to send the confirmation text messages that the service is now active.

For the privilege of receiving these texts, customers are charged $10/day. Dennis is clearly still unable to grasp how this is plainly unethical.

Receiving texts is free actually. But yeah, I really REALLY wish that Koodo did something about roaming. To be honest, I don’t think Easy Roam is the issue because as has been pointed out a few times already, if it’s disabled you are reverted back to pay per use roaming which is even worse.

I love how my mom’s European provider solves this. You flip a switch in self serve to enable or disable data roaming. Then you can still receive texts (free), receive calls (you pay roaming, but obviously if you don’t pick up you don’t pay) and of course call/send texts (full cost).

Bottom line though YOU control your roaming, because it’s data that is the tricky one here. Anyway, I don’t think Koodo will ever implement that because they seem to prey on unintended roaming a little more, but I think it’s the best of all worlds for the customer.

New here .. trying to get an answer for my problem .. been round and round here going in circles trying to figure out how to get my question answered.. 

Number 1  .. I wasn’t even up at 7:18 AM this morning. Number 2.. I did not call or receive a call from this number.  Number 3 .. I did go to the US today but I did not call or receive any calls other than texts and those are free with my plan .. as well I had Data roaming off AND I had my phone shut OFF the majority of the time while over there. Turned on twice to see if I had any text messages. So I would like to know why I was charged the $14.00 for this call that I did not make or receive.

@HWJM 

Looks like a $14 Easy roam charge.

Can you follow the instruction here to determine what Roaming usage Koodo dinged you for?