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Incorrect roaming charge

  • December 19, 2025
  • 3 replies
  • 31 views
A

I received an email saying I connected with a USA tower, but I did not cross the border. I live close to the border and it is not possible to have the phone on airplane mode while traveling all the time as I use the data for navigation. How do I have this incidence of roaming removed?

 

3 replies

Darius Koodo
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  • Darius Koodo
  • Official Rep
  • December 19, 2025

Hi there ​@Alice Fitz We do not see a charge on your currently released invoice. As the charge is in the ongoing bill cycle, we would have to wait for the bill to be released. You can reach out here when you can see the invoice in the Self Serve account and we will gladly look into it. 

A
  • Alice Fitz
  • Author
  • Beginner
  • December 29, 2025

Hi again,

I have now received my bill and it includes an Easy Roam charge of $16. 

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 29, 2025

Hi ​@Alice Fitz 

We have looked into it and we have been able to remove the roaming charge since it was due to accidental roaming, feel free to check the updated amount due in self serve.

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

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