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Wrongfully charged for easy roam while cell data turned off, request refund

C

I was charged for easy roam while I was in the US.  On a few of the days during the trip I made use of my phone, but on other days I had  cell data turned off precisely to avoid being charged this fee.  I logged no calls or text messages (except while using wifi), and this charge was applied to my account incorrectly according to the policy stated on your own help pages. 

    Did this help you find an answer to your question?

    Georgia Koodo
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    Hi ​@cjsst35, please let us know which dates you’re disputing and for which lines (last 2 digits of the phone number is fine) and we will look into it for you, thank you!

    C
    • cjsst35
    • Connector
    • March 14, 2025

    For 54, dates Feb. 16, 21, and March 8.  For the number 64, dates March 10 and 11, and for 91 March 10.

    Dinh
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    • Dinh
    • Mobile Master
    • March 14, 2025
    cjsst35 wrote:

    I was charged for easy roam while I was in the US.  On a few of the days during the trip I made use of my phone, but on other days I had  cell data turned off precisely to avoid being charged this fee.  I logged no calls or text messages (except while using wifi), and this charge was applied to my account incorrectly according to the policy stated on your own help pages. 

    If you sent text message while you were on WiFi, that still triggered roaming fee though. 

    Could you go to your self-serve and check usage for that day to see if that was the case?

    A Koodo customer, opinions are my own.
    C
    • cjsst35
    • Connector
    • March 14, 2025

    Why would sending text through wifi still trigger a roaming fee?

    Georgia Koodo
    Forum|alt.badge.img+4

    Thank you for confirming! We’ve looked into the charges mentioned, all 6 were triggered by outgoing SMS and are valid. For more details, please check the usage section in your self serve.

    For more information on how to prevent unwanted 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

    The charges are valid, but if you would like to dispute them further you can schedule a call-back through the Koodo Assist or send us a private message on social media via Facebook, X/Twitter or Instagram.

    C
    • cjsst35
    • Connector
    • March 14, 2025

    I’m not on social media.  I’ll stop by one of your storefronts soon and cancel all of these accounts.

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • March 14, 2025
    cjsst35 wrote:

    I’m not on social media.  I’ll stop by one of your storefronts soon and cancel all of these accounts.

    The storefront cannot fix the issue with roaming and cancellation (if you wish to). If you don't use any social media, you have to schedule a call back from them to a Canadian number that you have access to. Go here www.koodo.com/chat

     

    A Koodo customer, opinions are my own.

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