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Need to Dispute Roaming charges

  • March 22, 2026
  • 5 replies
  • 118 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

 

This topic has been closed for replies.

5 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

 

    J

    I work near the Canada/us border and keep getting roaming charges even though my roaming is off and I have selected manually Koodo as my provider not automatic. I was wondering if I could get this taken off my bill and refunded from the previous months

    Allan M
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    • Allan M
    • Mobile Master
    • April 3, 2026

    I work near the Canada/us border and keep getting roaming charges even though my roaming is off and I have selected manually Koodo as my provider not automatic. I was wondering if I could get this taken off my bill and refunded from the previous months

    I can flag a rep to take a look at the most recent charges. They do have a certain # of days they can look back however so they may not be able to credit charges from previous bills however but we’ll see what they say!

    Georgia Koodo
    Forum|alt.badge.img+4

    Hi ​@Jayyyyyyyyyyy, please note you can generally dispute charges in the 30 days following a bill being issued. We’ve made an exception and checked your last few bills and we’ve been able to credit the charges on your March and February bills. As they are accidental roaming we have added a credit to your account, you can check it out in your self-serve. 

    To avoid future charges please make sure that you are manually connecting to the Koodo network and that the data roaming is off in your phone settings.

    For more details on how to prevent accidental roaming charges, you can check out this article.

    If you live close to the border or are travelling to the US frequently, you may also be interested in our Canada-US plans, more info on them here. 

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