Hi,
I’ve acquired some incorrect roaming charges on my account, I didn’t realize until I had already paid my most recent bill. I believe the total was $28 in Roaming charges. Would I be able to have this reversed? Whether that be a refund or credit towards my next bill? Thank you!
When you mentioned “incorrect” charge, what was the exact issue? have you traveled outside of Canada recently?
I apologize, I didn’t realize I didn’t add details. I live near Port Renfrew, BC, and accidentally connected to US service. I have not left Canada.
I have flagged a rep to come and help you.
Also, I recommend you switch data roaming off and also switch to manual network and select Koodo in the phone settings, 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
Hello
Sometimes the device is going to catch the network on the other side.
It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.
You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.
I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296
We verified the days with the charge and confirmed accidental roaming. A credit was applied for the fees and will update within 3-5 minutes in the Self Serve account. It will affect your next invoice.
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