Hello Koodo,
I was on the lakeshore at Modeland Beach in Sarnia, ON, Canada and couldn’t get any signal for messages, calls or internet. I toggled my data roaming on to see if it provided signal but I turned it off immediately when it connected to the USA. I see there is a $16 charge sitting on my file and am requesting that it be reversed. I never left Canada and have my phone set to use Koodo exclusively as this would otherwise be a daily problem.
Best answer by Oliver C
Hi there,
You can actually have a charge reviewed through your Koodo self-serve. You can do so by following the steps in the image. Once submitted, the charge will be reviewed within a few hours.
Note: the charge has to first appear on your most recent bill to have it reviewed. If your bill hasn’t been posted outlining the charge, you must wait for the bill to be issued in case the charges are screened out.
Going forward, I suggest you turn off roaming in your device settings and change your carrier selection settings as outlined in here. This should help prevent the charges from occurring again.
Let me flag a rep to help you out.
To avoid this from happening again, make sure to manually select your network to Koodo, so that your phone does not automatically connect to a nearby U.S. cellular tower. You will need to do this every time you restart your phone. https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling
Hi there,
You can actually have a charge reviewed through your Koodo self-serve. You can do so by following the steps in the image. Once submitted, the charge will be reviewed within a few hours.
Note: the charge has to first appear on your most recent bill to have it reviewed. If your bill hasn’t been posted outlining the charge, you must wait for the bill to be issued in case the charges are screened out.
Going forward, I suggest you turn off roaming in your device settings and change your carrier selection settings as outlined in here. This should help prevent the charges from occurring again.
Thanks MilkyWay & Oliver C, I discovered the Review a Charge option in Koodo Self Serve after posting here. Previously Community Posts were the only way to get this dealt with. I do have roaming permanently off and my network set to Koodo only. I temporarily turned it on only to see if it helped get signal. It did connect to a network in the US from the Canadian side of the water, so I immediately turned it off. It helped verify I was in a dead signal zone.
I appreciate the info about Koodo screening out the charge - this bill is about to be issued on June 13th, I was trying to be proactive and not have to deal with it after the fact, as I have a credit balance sitting in my account at present. Koodo has responded to the Review A Charge inquiry, thanks!
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