Add on question - U.S. Unlimited Minutes & Text

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Added U.S. Unlimited Minutes & Text $45 for 30 days on Feb 25 so I could go to the States. It activated as I could see on my account under "Plans and Add ons" that it expired on March 26, 2016. However when I crosssed to the US I got a text on my phone saying "Welcome to US, all incoming txts are free You do not have a Roaming add on". 

Have tried under the community but don't find anything to answer my specific questions.

Logged in to my account today and under plans and add ons, it shows nothing. I also tried "Add/remove/change add ons" and it only give instructions on how to add. It says nothing about having signed up already.

Questions:
1) I paid for the service yet got the text saying I didn't have roaming. Is this standard or is someting wrong.
2) Why can I not see the add on that I already paid for anymore.
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L

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Posted 2 years ago

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Chad Burr, Mobile Master

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That's really odd,


I would say you probably weren't billed for the add on.


Do you have more than one line with koodo? Is it possible you added the add on to the wrong line?


If not I'd recommend you contact koodo in the morning and ask for help. We can't see iinto your account to see what's going on from here .


In the meantime you may want to re add the add on to prevent further charges.
(Edited)
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Penny

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A clue that the add-on had infact been added was that it no longer showed up as an option. That was a question of mine a while ago as well and I think without some sort of short explanation under "add-ons" this is likely to be a question oft repeated. I get the feeling Koodo is trying for a clean, uncluttered website but has perhaps gone too far. IF you know the "answers" it's fine but if you are not using self-serve etc often, in my opinion, there isn't enough info there to actually be of use to most of us. Penny
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Bernard, Official Rep

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@ Lois, can you pls post a screenshot of the message you got when you croosed into the US? I can assure you do have the roaming add-on you added. This was also confirmed by an SMS we sent you, right after. Did you get that?
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L

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Bernard, thank you I am trying to upload the image. As for the confirmation I cannot receive SMS to phone only texts, does that make a difference. I thought SMS was for pictures and images.
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L

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Bernard, thank you I am trying to upload the image. As for the confirmation I cannot receive SMS to phone only texts, does that make a difference. I thought SMS was for pictures and images.
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Bernard, Official Rep

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SMS is text Lois. You can receive those. On Feb 25th we sent you a text that your add-on was active. This was just after you put it on. Everything looks good from our end.

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