Incorrect Roaming Charges

Check your detailed PDF bill (pages 3-4) in Self Serve to confirm the charges; Vancouver Island is in Canada, but sometimes towers near borders ping foreign networks. 

To avoid future charges turn on Manual Network selection.

https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling 

Sometimes if you’re close enough to the US border and the signal from neighbouring US networks is stronger than the Koodo network, your device could automatically connect to a US network as if you are roaming. If this happens, any usage may accidentally be billed as roaming. In addition, you will likely receive a Welcome SMS notification that makes it seem like you are in the US.

Note: Receiving this SMS doesn’t automatically mean you are going to get charged for roaming. We recommend waiting to see if any charges appear on your invoice before reaching out.

Let me know if the charge is on your bill and I can flag a rep.

Hi Robert, 

Thank you SO much. I have roaming set to off but did not know about the Manual Network selection. I have now made the change to my phone. 

I do have a charge of $16 on my bill. Please flag a rep for me. 

Thanks again!

Hi there ​@AHumanPlease We verified the account and noticed that you already spoke with one of our agents and your request was addressed yesterday. The agent confirmed accidental roaming and your new amount was already updated.

You can also check it where you manually pay your invoice. 

Hi Darius, 

I did start a conversation but then the link stopped working and I never hear back from the rep. And the charge still shows on my bill. Will the bill be adjusted or does that stay static and I will only be charged the correct amount? 

Thank you! :)

I understand ​@AHumanPlease  If you are referring the the fee that is present on your currently released invoice, then yes, it has already been addressed. The bill itself was generated for the month and will remain as is when you download it.

You will find the adjusted amount due when you go to manually pay your invoice and it is the normal monthly amount, without the Easy Roam fee. When the payment is due, you will be charged the normal monthly amount. 

Thank you so much Darius, and Robert too! I appreciate your patience and thorough answers. 

Have a wonderful rest of your day!!! Again, very appreciated!