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Need to Dispute Roaming charges

  • March 22, 2026
  • 2 replies
  • 41 views
H

I have just gone through my phone plan bills for the past few months and noticed I have been charged an excessive amount in roaming charges. This is most likely due to the fact I live very close to the USA border although I have not left Canada in well over 2 years. Can the roaming charges on my most recent AND previous monthly bills be refunded/removed? Thanks for all the help. 

Best answer by Oliver C

I’ll flag a rep to check out the charges. Just make sure you’re logged into the community using your self serve credentials. Koodo gives a 30 day period to dispute any charge that you do not agree with. In case of roaming, it may extend up to 90 days if the charges are delayed to a subsequent bill.

Going forward, I suggest you turn off roaming in your device settings and that you change your carrier selection settings from automatic to manual and then Koodo. This should help prevent this from happening again. It may even be worth considering a Can/US plan, this would negate further charges and allow you to roam in the USA for free.

Note the carrier selection change may have to be done again if you restart your device. More info can be found below. 🙂

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

 

2 replies

O
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  • Oliver C
  • Mobile Master
  • Answer
  • March 22, 2026

I’ll flag a rep to check out the charges. Just make sure you’re logged into the community using your self serve credentials. Koodo gives a 30 day period to dispute any charge that you do not agree with. In case of roaming, it may extend up to 90 days if the charges are delayed to a subsequent bill.

Going forward, I suggest you turn off roaming in your device settings and that you change your carrier selection settings from automatic to manual and then Koodo. This should help prevent this from happening again. It may even be worth considering a Can/US plan, this would negate further charges and allow you to roam in the USA for free.

Note the carrier selection change may have to be done again if you restart your device. More info can be found below. 🙂

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

 

Just a guy trying to help out 🙂
Darius Koodo
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  • Darius Koodo
  • Official Rep
  • March 22, 2026

Hello ​@Hannahelizabeth  We have reviewed the details and found 2 Easy Roam charges on the latest released invoice. We have been able to remove the roaming charges since they were triggered due to accidental roaming, feel free to check the details in your self serve account when you get the chance.

We recommend switching data roaming off and also switch to manual network and select Koodo, this would prevent the connection to a US tower when near the border.

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

Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan

 

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