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Incorrect billing

  • December 26, 2025
  • 6 replies
  • 77 views
D

The Koodo Usage Report lists a telephone call and charges in error.  It appears that I have been charged for a SPAM/suspicious call that went directly to Voice Mail.

I am travelling in HONDURAS. The report shows a call, originating in HONG KONG and incoming to Honduras, with MY TELEPHONE NUMBER as both the FROM and TO number. I did not answer any calls on the day in question as I was travelling, and there are no other calls listed, in Koodo or on my phone, for that date. There is a VOICE MESSAGE icon shown on the phone which appeared around the date in question, which I have not retrieved.

How do I get this erroneous charge removed?

    6 replies

    R
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    • Robert T
    • Mobile Master
    • December 26, 2025

    Check your detailed PDF bill (Self Serve > View Bill) to confirm the exact charge; likely roaming triggered by the spam call pinging a tower or Live Voicemail.

    Receiving calls/SMS is free, but incoming voice calls can incur Easy Roam fees abroad especially if you deny a call and Live VM kicks in. Turn off data and data roaming + Airplane mode to prevent more charges.

    Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
    D
    • DG999
    • Author
    • Advisor
    • December 26, 2025

    Thanks for the feedback Robert T.. Unfortunately, the PDF is not available yet. The charge is recent and before my billing cycle.

    I was traveling and my phone was in airplane mode. I didn’t get a call in order to DENY it.

    When abroad and Air Travel is completed, Airplane Mode is no longer needed for air travel purposes. However, SMS is REQUIRED to get authorization codes for credit card transactions, etc. 

    I don’t see how, under any circumstances, a call can be NOT ANSWERED and still incur a charge.
    FPS, in this day and age there are so many SPAM calls that go unanswered, hence to voice mail, that a Live VM mail call should EVER incur a billing. I travel A LOT and this has never occurred in the past. Seems like a Koodo glitch to me.

    Any other thoughts or ideas ?
    How do I appeal this with Koodo ?

    Dinh
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    • Dinh
    • Mobile Master
    • December 26, 2025

    Koodo typically didn't do anything till the official bill is released. 

    Which phone are you using? And if possible can you share a snapshot of the usage where it showed you were charged? Hide all personal information before posting please.

    A Koodo customer, opinions are my own.
    D
    • DG999
    • Author
    • Advisor
    • December 28, 2025

    Thanks for your help Dinh.

    Phone is a Motorola Moto G Power

    usage snapshot attached

     

    Flo Koodo
    Forum|alt.badge.img+4
    • Flo Koodo
    • Official Rep
    • December 28, 2025

    ​@DG999 

    Please reply back here once the bill is issued, so we can further look into it.

    For more info about how to prevent unwanted roaming charges while abroad, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

      Dinh
      Forum|alt.badge.img+4
      • Dinh
      • Mobile Master
      • December 28, 2025

      Thanks for your help Dinh.

      Phone is a Motorola Moto G Power

      usage snapshot attached

       

      From the screenshot, it seems there was an incoming voicemail and it was picked up. I would double-check call usage to see if it was accidentally checked. 

      And if you still want to dispute, you could come back here and ask a rep to look into it once the bill is generated. It might be an error from Koodo end as well. 

      A Koodo customer, opinions are my own.
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