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I’ve been charged $14 this month for EasyRoam, but I definitely did not use this! My phone was on airplane mode/turned off the whole time I was abroad - it could not have been used. I’ve also been charged $3 for international LD add-on which again, I have not used. Is there any way these can be taken off my bill, I’ve tried calling and had no luck getting through :( 

Let me flag a rep to help you out with the roaming charges. You can remove the add-on from your account.

Hi @HennaD 

We have reviewed the details and we have been able to remove the roaming charge since it was triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.

We recommend switching 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

For the long distance add on, as MilkyWay suggested, you can remove it in self serve under Mobile Services - Manage add ons if you no longer needed.

Hi, thank you for your help - I have managed to take off the add-on! I’ve just checked my Self Serve again, and sorry but it doesn’t look like the roaming charge has been taken off yet? I have waited a few days, so not sure if there is something else needed for this to be changed?… my bill is due Oct 22nd so any help would be really appreciated!

Hi @HennaD 

We have reviewed the details and we have been able to remove the roaming charge since it was triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.

We recommend switching 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

For the long distance add on, as MilkyWay suggested, you can remove it in self serve under Mobile Services - Manage add ons if you no longer needed.

Hi, thank you for your help - I have managed to take off the add-on! I’ve just checked my Self Serve again, and sorry but it doesn’t look like the roaming charge has been taken off yet? I have waited a few days, so not sure if there is something else needed for this to be changed?… my bill is due Oct 22nd so any help would be really appreciated!

The bill will not be re-generated. Therefore, the charge will still be there and only the amount owed will change.

@HennaD 

Robert T is right, the bill will not be re-generated. We can also see the payment went through and the roaming charge wasn’t included.

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