Solved

I was charged for EasyRoam, would like a refund

Forum|Forum|2 years ago
June 18, 2023
28 replies
1443 views

SimonMTL
Connector

Hi, it’s the first time I try to get customer service with Koodo, and I believe we need to post in the community to get an answer? The chat service is a bot and no person interacted with me, so here goes.

I was charged for EasyRoam for 3 days while in the US, yet the cellular icon was closed on my phone (as it usually is since I only have 250 Mb of data per month), and it was in airplane mode. Absolutely nothing was triggered (no SMS, no calls).

On the bill, there is no indication that anything was done during those 3 days with the cell, other than the 3 days of EasyRoam added to the 15$/mo bill. It’s excessive to say the least.

How do I get a CR rep to remove these charges?

Thanks for any help!

Simon.

Best answer by Darius Koodo

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.

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+4

Mayumi
Mobile Master
Forum|Forum|2 years ago
July 4, 2023

You mentioned that " 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"

Did you send texts while you are in US? If so, it triggered the change. If your plan including international text, it only applies texts while you are in Canada.

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C

CanadaOnly
Member
Forum|Forum|2 years ago
August 1, 2023

I got a message that I will be charged roaming fees for US when I have never been in the US. I used the phone to find an address when I was in Normandale, Ont. near Lake Erie. I live in Simcoe, Ont. approx. 15 minutes from Normandale. The fellow at the koodo kiosk told me that it was because the service is bad in Normandale so you use US towers. That sounds unbelievable! Please remove this charge from my bill. I have spent hours trying to get someone on here to talk to last night and this morning. Your site is very confusing and needs to be made easier.

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D

+4

Dennis
Mobile Master
Forum|Forum|2 years ago
August 4, 2023

I got a message that I will be charged roaming fees for US when I have never been in the US. I used the phone to find an address when I was in Normandale, Ont. near Lake Erie. I live in Simcoe, Ont. approx. 15 minutes from Normandale. The fellow at the koodo kiosk told me that it was because the service is bad in Normandale so you use US towers. That sounds unbelievable! Please remove this charge from my bill. I have spent hours trying to get someone on here to talk to last night and this morning. Your site is very confusing and needs to be made easier.

Wait until your get your detailed PDF ebill in self serve. Once you do and you see an erroneous roaming charge, let us know back here and we can flag a rep for you

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949

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