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signed up for Easy Roam pass, got charged for data roaming

R

I recently signed up for the Easy Roam Caribbean pass on a trip to DR. So I didn’t turn off my roaming once I was off airplane mode. As soon as I got to the hotel I got a message saying I’d reached my pay per use data roaming and would be charged $100. I was aghast but didn’t want to call in about it then as I assumed the Easy Roam somehow didn’t work. I kept my data off the rest of the trip. Turns out I was charged both $99.02 for the roaming but also the $60 for the easy roam plan that didn’t even work. 
 

I don’t understand why this happened and when I scheduled a call back I got no answers…just that they’d waive the $99 but not the $60. I think it’s ridiculous to get charged for something I didn’t even get to use and I have to say I’m really disappointed by Koodo customer service 

Best answer by Oliver C

hmm well it’s an automated process as you said, so as soon as you send the text to have the pass added, you’re automatically billed and the pass should appear on the account. Once that happens, you’re sent the confirmation text so that should have been ok.

To get more specific, do you have the Easy Roam - International Add-on in addition to the international data roaming Add-ons? And did you have them before the purchasing the pass? You also should have received a text when using your phone in the DR that you’re roaming.

It seems to me that regular Easy Roam international never kicked in for you when you went on holiday. As soon as it does, it triggers the pass and then you’re not charged the daily fee as the pass is then used in its place.

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  • Oliver C
  • Mobile Master
  • March 16, 2025

Hi there,

so that’s quite odd indeed. Just some quick questions, was the pass active on your account before you left for the DR? or was it added much sooner and then expired?

Besides that, did you have the necessary roaming add-on’s on your account to use Easy Roam before leaving Canada? To check your add-on’s, you can follow the steps in the link below.

Pay-Per-Use occurs when roaming if you either don’t have the Easy Roam add-ons on your account or you’re in a country that is not supported by Easy Roam (which the DR is). Just trying to narrow the cause a little. 🙂 

https://www.koodomobile.com/en/help/changing-your-add-ons

 

Just a guy trying to help out 🙂
Flo Koodo
R
2 people like this
  • Flo Koodo
    Flo Koodo
  • R
    RR2022
R
  • RR2022
  • Beginner
  • March 16, 2025

Hm, I texted the Car7Pass while still in Pearson and got the automatic text back indicating that the Easy Roam pass was activated. Easy Roam is indeed one of my add ons.  All I can think of is that it didn’t kick in right away? 

O
1 person likes this
  • O
    Oliver C
O
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  • Oliver C
  • Mobile Master
  • March 16, 2025

hmm well it’s an automated process as you said, so as soon as you send the text to have the pass added, you’re automatically billed and the pass should appear on the account. Once that happens, you’re sent the confirmation text so that should have been ok.

To get more specific, do you have the Easy Roam - International Add-on in addition to the international data roaming Add-ons? And did you have them before the purchasing the pass? You also should have received a text when using your phone in the DR that you’re roaming.

It seems to me that regular Easy Roam international never kicked in for you when you went on holiday. As soon as it does, it triggers the pass and then you’re not charged the daily fee as the pass is then used in its place.

Just a guy trying to help out 🙂
Flo Koodo
R
2 people like this
  • Flo Koodo
    Flo Koodo
  • R
    RR2022

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