roaming overage charges

Check your detailed PDF bill in Self Serve (pages 3-4) to confirm the exact roaming triggers.

If you want, I can flag a rep for you to review this; accidental border roaming charges like yours are often removed.

To avoid repeats: Go manual carrier select → Koodo, and turn off data roaming (toggle alone isn’t enough). More info can be found here : https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling 

I’ll flag a rep to take a look at the charges as you did not leave Canada.

In addition to your current changes, make sure to turn off roaming as well. For the carrier settings, note this may have to be reset if you power cycle the device.

If you haven’t checked yet, it also may be worth looking to see if any cheap CAN/US plans are available. Recently a lot of CAN/US plans over black friday were quite affordable, might be worth taking a look in self serve to see if there are any good ones still / during boxing week. This would mean you could roam in the US for no extra charge. 🙂

Some other tips to prevent charges can also be found below.

Understanding how you'll be charged while travelling | Koodo Mobile

Hi ​@RebeccaT98 

We have reviewed the details and we have been able to credit the roaming charges since they were triggered due to accidental data roaming. The adjustment will be reflected on your account in 3 business days.

For more info about how to prevent accidental roaming charges, please check out this article shared above.

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