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Roaming charges

D

I have the same problem , Koodo is charging me $500 for a plan that I was promised by the sale agent to included U.S coverage. And it was not included out of the big mistake the agent made. I was over charged plust late fees I asked for the recordings of my conversation with the agent and Koodo is denying those recordings . I was supposed to have access within the 120 days. Which I was on time when I requested it.

A second. Agent got involved for the worse customer service and told me! don't worry about it, we can fix this without those recordings let me talked to previous agent that escalated this case for you, and see if we can move forward without the step  and we'll find a solution.  Guess what happened !! the same agent that said that to me, sent me and email. A month later saying sorry we can't provided those recordings because 120 days has already pass and we don't have ascess anymore Ofcourse he took over 4 weeks to killed the time, No calls as I was promised to get yo explain what happened for respect as a customer. Only and email and I asked for a call back and im was complete ignored.

This email was dated Mar 6 2025 just recently and I think my request was end of Jan or bigining of Feb

I regreat moving from Freedom to koodo

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    4 replies

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • 17359 replies
    • March 12, 2025
    Dalila wrote:

    I have the same problem , Koodo is charging me $500 for a plan that I was promised by the sale agent to included U.S coverage. And it was not included out of the big mistake the agent made. I was over charged plust late fees I asked for the recordings of my conversation with the agent and Koodo is denying those recordings . I was supposed to have access within the 120 days. Which I was on time when I requested it.

    A second. Agent got involved for the worse customer service and told me! don't worry about it, we can fix this without those recordings let me talked to previous agent that escalated this case for you, and see if we can move forward without the step  and we'll find a solution.  Guess what happened !! the same agent that said that to me, sent me and email. A month later saying sorry we can't provided those recordings because 120 days has already pass and we don't have ascess anymore Ofcourse he took over 4 weeks to killed the time, No calls as I was promised to get yo explain what happened for respect as a customer. Only and email and I asked for a call back and im was complete ignored.

    This email was dated Mar 6 2025 just recently and I think my request was end of Jan or bigining of Feb

    I regreat moving from Freedom to koodo

    Which plan were you on? Was it eligible for us calling? If your plan had the us calling perk, was it added to your number?

    As well, what is the detail breakdown of the $500?

    A Koodo customer, opinions are my own.
    Georgia Koodo
    Forum|alt.badge.img+4

    Hi ​@Dalila, as this was not related to accidental roaming, we created a new post for you. 

    You spoke to our team February 6 and were informed that your request would take 30 days. There is a note on your account that an email had been sent March 6. Is that the email you mentioned, did you get any details about the conversation in question?

    In addition, we checked your plan and it includes unlimited minutes for calling US numbers, it does include US roaming. You can check the details of your plan in your self serve. 

    D
    • Dalila
    • Author
    • Beginner
    • 1 reply
    • March 12, 2025

    Yes Georgia, the lady agent that I made my complaint too helped me change my plan to the right one that I had originally wanted. Its too late now what will happen with the $500 that koodo is charging me for the mistake the sales agent made they said they couldn't provide the recordings. I was told they were going too provide the recordings when I had made the complaint so that I could prove how I was mislead by the sales agent because I was within the 120days when I called the first time even the agent said you still on time to get them. I don't understand why it took them  4 weeks to say sorry we can't giving to you. 

    M
    Forum|alt.badge.img+4
    • MilkyWay
    • Mobile Master
    • 6176 replies
    • March 12, 2025

    Since you already spoke with a rep and it was not resolved, I would suggest you to escalate it to the management team. You can fill out the form here.

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