Crazy charge because of unclear text from Koodo

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When I was in Germany I received this text:



As per instructions from the text, I checked koodo.com/easyroam to see that Germany was indeed on the list for easyroam. So I texted back "yes" and used my data for about 10 minutes in order to try and get ahold of a friend I was trying to meet. I hardly used my phone that day after that.

I later saw that I had an $86 charge for data that day.

I've been trying to log in to Koodo for months to inquire about this charge and have been unable to do so. I've reset my password about 30 times and it still won't let me log in. I finally got through to Koodo after an hour of waiting. They said they could not do anything about the $86 data charge I received the same day of this text.

They explained that I enabled data but did not enable easyroam. I understand what they mean now, but as those texts sent at the EXACT same minute I obviously thought saying "add" meant to ADD the easyroam feature.

I've been a customer with Koodo for years (however it got switched account names a few months ago so they are not caring about customer retention for me) but this charge is crazy. Their engineers need to revise this so it doesn't happen to someone else. I am absolutely cancelling my account with Koodo after this. I have given them thousands of dollars over the years
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Rikki Kimo

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Posted 4 months ago

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Allan, Mobile Master

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I flagged it with one of our Koodo reps. Hopefully we can get that wording changed or something as I agree it can be a bit confusing.
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Bernard, Official Rep

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Let us take a look at it Rikki. I suspect the reps were wondering the delay of 2 months for having address this issue. There is also a large outstanding amount besides the roaming charge. In any case give us till tomorrow to check things out. 
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Bernard, Official Rep

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Not that I have new news necessarily but wanted to share that it seems this was a unique case as that is not the order of the messages as it should appear. The only explanation we could come up with that the system that detects the account and triggers the appropriate message somehow was down for a millisecond or so and the connection goth screwed up and the wrong message was sent. Should have gotten the Easy Roam message. 

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