I was away in the US from November 1 to 24 and at the beginning of my trip, I had to use Easy Roam because our luggage didn’t arrive and I needed to have phone service. Well I was charged two days, November 1 and 2 in error. My billing date cuts off November 2 interestingly. I called today, december 9 and was told the policy for bill correction was 30 days. The CSR I spoke with said she could only give me $4.00 credit. When I asked to speak with a supervisor, she said there was a big back up of people waiting and no guarantee the supervisor would offer any more than the $4. Needless to say, I was not impressed. Tried to send an email but it bounced back saying the mailbox was full. No way to contact other than callback so I am not impressed but you can be sure I will be looking at my statement every month from now on! Previously with Telus and they would have definitely done better than $4. When I asked the CSR about Telus, she stated she had no access to their policy when I know for a fact the Kudoo and Telus customer support are the same. Last time I had to call them, the CSR tried to sell me Telus home se urity!
When you said it was in error, was there any evidence of it?
The first charge was for 11:14 pm November 1, second was for 1:14 am November 2. I am from BC so I believe my date and time was incorrect when I turned the phone on. Seems odd that the times were both 14 minutes after. I needed the phone on for a short time because my luggage didn’t arrive with us and Air Canada was going to call me. Our flight landed at about ten minutes after eleven and I reported my luggage issue to the air Canada office in the airport shortly after midnight.
Not sure if you received my reply. The first charge was for 11:14 pm November 1. Second was November 2 1:14 am. Seems odd that both were 14 minutes past the hour. Plus Nov 1 46 minutes of a day? I just think Koodo could do better than $4.00
Not sure if you received my reply. The first charge was for 11:14 pm November 1. Second was November 2 1:14 am. Seems odd that both were 14 minutes past the hour. Plus Nov 1 46 minutes of a day? I just think Koodo could do better than $4.00
Cutting off time often showed some discrepancy when you traveled as Koodo used the timezone of the area that you started the roaming session, not the area that you finished in (or the local time where you residing in Canada). That was why I asked about the evidence of it.
As well, Easyroam session started at the moment you started using it. That session ended at midnight (not 24 hour period). Hence if you used anything after midnight (1.14am?), you started another easyroam session.
The November 1 charge was obviously an error and I am really disappointed that Koodo doesn’t accept that and reimburse. It’s $14.00 for goodness sake!
Hi
We have reviewed the details of the usage and there was data usage which triggered the roaming charge on November 1, we recommend checking the Usage section in self serve,
As
I know the policy! I just think Koodo could forgive the first one as it was obviously an error.
So to be clear, you are saying there is no Koodo error. And that you are looking for a 1 time exception due to an error of data leakage on your phone that ocurred?
I suppose that is what I am asking for. Four dollars was already credited by the CSR I spoke with.
So if it was indeed legit roaming and asking for a one time exception, then the exception result would be under the discretion of Koodo. Your best bet would be to request another callback via koodo assist and speak with a rep again, however, any exception provided is solely as the discretion of Koodo.
Wasn’t a legit roaming and I’ve already spent more than enough time on this. Thanks all for your responses.
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