Koodo Community

Wrongly charged for roaming

  • 18 November 2023
  • 2 replies

On previous bill, i was charged a 10.00 roaming fee for USA use, but i was in canada, camping on the canadian shore of Lake Erie.

i paid that bill minus the !0.00 and now my latest bill shows the 10.00 owing plus .30 late payment charge.

How can these charges be removed?

2 replies

Userlevel 7
Badge +4

Hi @Client 

Unfortunately, the charge is outside of the disputing period. Koodo gives 30 days period to dispute any charge that you do not agree with . You can check the Service terms here https://www.koodomobile.com/en/service-terms

if you wish to dispute the charge, please schedule call back with the virtual assist https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support

Also, feel free to check out this article for more details about how to prevent unwanted roaming charges when close to the border 


thank you.


i am going to dispute, as i have been very busy, and if it had been an easy process to dispute, i would have done it when i saw the other invoice.

even now, it was very laborious to send the message to you, wait, then try to schedule a callback which was not easy; the link link that koodo assist sent me did not work  even after several attempts, when they finally put me through more directly to schedule the call.

which is why i didn’t even try to do it when i received my last bill, because i was too busy to spend all the time on it which i just did now.  i know from the past how difficult and time-consuming it is to get to the point when you need customer service from koodo.  i’m too busy right now also to have spent all this time to dispute this charge…

thank you for your help, but the system is very clunky and frustrating.