Mistaken roaming fee

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  • Updated 4 months ago
Hi there was a mistake on my most recent bill. I was charged $7 for roaming fees as Koodo thought I was in the US for a day. I was not. I flew to Victoria BC, where I received a nota text message from Koodo saying "Welcome to the US" This was Dec 6, 2017. I phoned Koodo to report the error and was told I would not be charged. But I have been. How is this error corrected?
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john brink

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Posted 4 months ago

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Paul Deschamps, Mobile Master

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You'll have to contact Koodo by sending them a Private message to their FB page or Twitter account where they can verify your account and further assist you on getting the bill fixed. Wait times are quite lengthy so send one message this way and wait for a response for a few days don't send multiple or it will just lengthen the process.
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john brink

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Yes I figured posting a note on this site would not fix the issue, but searching around Koodo's website makes it almost impossible to find out how to get their help. Clearly they want personal service to be difficult, they hire fewer people and charge lower rates. Frustrating for the customer though when you have an issue that you actually need a human being to fix. More frustrating when you are not on either FB or Twitter, like me.

Thanks for taking the time to respond. 
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Dinh, Mobile Master

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You don't have to create an actual facebook profile of yourself. Any facebook profile would do. As your case has been reported by you before (you mentioned earlier), I would suggest you send a message (with your phone number, name) to them and let Koodo fix it for you. They would response in a few days, I think.

On another issue, I thought we are supposed to turn on "airplane mode" while we are in the air?
(Edited)
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Goran, Mobile Master

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You could create a Twitter account solely for the purposes of contacting Koodo customer support. Twitter is much less in your face and takes far less of your info relative to Facebook. You can just forget about it once you're done with Koodo. In that way it's a lot like registering here to get assistance.
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Robert, Mobile Master

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Hello there, 

All the different means to contact Koodo are contained in the 'Contact Us' section at the bottom of the page.
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john brink

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Thanks all, very interesting exchange. A few comments. When you check "contact us" you will note that there is no option to call them with the information that there is a mistake on your billing. They try to discourage calling by imposing a fee for anything you can do online, which I'm ok with, but they make it very hard to get service like an incorrect bill. Still, calling is what I think I ultimately have to do in this case. 

And yes my phone is always off when flying, but in places like Victoria and Sooke you are within a few miles of the US border and several in my group got the same message from our phones when we turned them on after landing = welcome to the USA. The frustrating part is trying to get that corrected from a company that tries to minimize your ability to contact them. I guess that's why I pay about half what I did previously with Telus. 
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Dinh, Mobile Master

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Koodo doesn't charge you for something that you couldn't do it yourself. Billing issue is something that won't be charged.

To avoid random network switching, I would suggest you change the Carrier selection from "Automatic" to "Koodo" in the settings. That would hopefully prevent problems in the future. (You would have to turn back to Automatic when you do want roaming).
(Edited)
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David, Mobile Master

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Billing inquiry #227 on your phone, but wait times may be long.

Their toll-free number is at the bottom of the 'Call Us' page under the 'Contact Us' link