My wife and I always skiing at a resort near the US border, but in Feb both of our phones were charged $16 roaming charge at the same time but we never touched our phones. Both phones have cellular roaming data turned off. We always get notifications that we are near a US tower but have been charged until this bill. Why did this happen this time and this charge needs to be reversed asap.
Wrongfully charged roaming
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When you login to your self serve account and download yout detailed pdf ebill, do you see the Roaming charges displayed as a line item? What date was the roaming charge listed for?
This explains some more:
However, it’s possible some phones can still leak enough data to trigger a roaming charge since you mentioned that you do have roaming data off.
Since you mentioned you got charged this time on your latest bill, I’ll flag a rep to confirm and assist.
+4Hi
We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental roaming, feel free to check the details in your self serve account when you get the chance.
We recommend also switching to manual network and select Koodo, as 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
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
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