Solved
I would like to dispute roaming fee on my last bill
Best answer by Oliver C
I'll give a rep a nudge. Just make sure you're logged into the community page using your self serve account credentials and they can take a look. They will respond here as I have.
Going forward, to avoid these kindof charges when travelling make sure to turn off roaming in your device settings and changing your carrier selection from automatic to manual and then koodo. This should help in future. More info can be found below. 🙂
https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
Hi there,
To confirm, were you within Canada when the roaming charges occurred or is it possible that you were travelling and did in fact use Easy Roam?
Hmm ok, now to be charged Easy Roam you would have had to have used one of your plan features. This includes calling, sending a text,receiving a text that requires data, using data, or checking your voicemail. Did you do any of this while travelling?
You can also see what specifically triggered the Easy Roam charge by following the article below. When you check, what does it say caused the charge?
https://community.koodomobile.com/plans-services-232910/why-was-i-charged-for-easy-roam-7818664
Edit:
This seems that a number in Hong Kong was called and triggered the charge. When you check your call logs do you see the number?
+4No, i didn’t do any of this while travelling
Could you please let us know if you received any roaming SMS messages from Koodo? Also, how did you manage your Koodo SIM? Did you turn it off or remove the SIM card entirely?
Also, what was the total charge from Koodo?
Edit:
This seems that a number in Hong Kong was called and triggered the charge. When you check your call logs do you see the number?
no.. i didn’t see the call logs..
as i didn’t use any of the roaming service..
please review the account and remove the roaming charge
great thanks
I'll give a rep a nudge. Just make sure you're logged into the community page using your self serve account credentials and they can take a look. They will respond here as I have.
Going forward, to avoid these kindof charges when travelling make sure to turn off roaming in your device settings and changing your carrier selection from automatic to manual and then koodo. This should help in future. More info can be found below. 🙂
https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
+4its a e-sim from koodo. i m not able to remove it from my phone.
It is actually very easy with eSIM. They designed eSIM for the ease of travelling. all you have to do is to turn it off in cellular or SIM manager (Android).
Regarding the call for that day - that Koodo reported in their system, I would recommend you double-check if a voicemail was dialed or an accidental number was called. By the way, it is the carrier in Hong Kong that reported this.
+4Hi there
We have looked into it and we can see based on the usage details that there was a 1-minute call, which triggered the roaming charge. We recommend checking the article shared by Oliver above and follow the suggestion from Dinh to prevent the charges in the future.
Is the Apple Live voicemail enabled or disabled on your phone?
Hi, I really didn’t use the roaming service and makes any call.
i will bare in mind next time to close everything when i m in travel.
so, can i make it clear, the charge can be returned?
Hi there
We have looked into it and we can see based on the usage details that there was a 1-minute call, which triggered the roaming charge. We recommend checking the article shared by Oliver above and follow the suggestion from Dinh to prevent the charges in the future.
Is the Apple Live voicemail enabled or disabled on your phone?
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