Scammed by Easy Roam?

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  • Updated 3 weeks ago
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Travelled one day to the US since switching to Koodo. I did not know Easy Roam had to be manually activated first in order to get this rate of $7 a day. Fine. Fair enough. My charges for the one day of travel were $10. Once I returned home, I activated Easy Roam (was a later date). I have not travelled since. The $10 remains on my bill, and they have billed me an additional $7 for Easy Roam. Which I have never even used. I see calling them to complain is going to cost me more than it will save me. Has anyone else had this problem?
#scammed
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Lisa

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  • Scammed

Posted 3 weeks ago

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Bernard, Official Rep

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Ouch! Those are harsh words Lisa, but if we indeed messed up we deserve them. I'm looking at your account there was a $5 charge for roaming texts and $5 for roaming data (about 3mb). These were done a few hours prior to adding Easy Roam for your account. Once Easy Roam was added and the phone used the max daily charge for $7 kicked in for use of the phone post the feature being added. Bear in mind that if your phone is on and connected to the network, apps on your phone will use data which explains the usage. Best way to avoid this is turn data roaming off. I hope this helps explain what may have happened. 
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Lisa

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I was in Canada when I added Easy Roam. It was not even the same day that I travelled. I have not travelled since.
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Lisa

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The $7 charge was reversed. It appears as though an incoming call from number 999-9999 or something like (distracted by small humans during call) that triggered my Easy Roam after I returned to Canada. The Koodo employee that called was friendly and explained he would look into what this number was and why it happened. Thanks!
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Dennis, Mobile Master

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Based on your accounts, this seems to make sense. You paid the pay per use rate prior to easy roam. Then you paid the easy roam once you added it.

Was their something else that you wanted?
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Lisa

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It says it’s free to add Easy Roam though. So I added it at a later date (after I travelled and was back home) so I wouldn’t forget next time I went to the states. Not sure why it charges me for a day of Easy Roam. They already charged me my $10 in usage fees (I get it, don’t care about the $10 - that charge is fair). I would think it would charge me the $7 once I actually went somewhere to use it??
(Edited)
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Lisa

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Obviously I paid pay-per-use rates. That’s fine, fair and not the issue. The issue is that when I got home, in Canada, I added Easy Roam. I did not leave the country after adding it. I did not use Easy Roam. There were no following usages to initiate a $7 charge for Easy Roam.
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Dinh, Mobile Master

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@Lisa: ok, I got you.
Were you  living close to US border by any chance. It could be some stray signals from the other side of border that triggered it.

If you didn't go anywhere close to the border, then  you should contact Koodo directly and dispute the charge. I would suggest you send a message to their facebook/twitter to avoid the wait on phone.
(Edited)
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Lisa

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I’m about an hour away from the border. I have heard of this happening in areas near the border also. If I pay $10 to email someone about the problem for a $7 charge, that will really grind my gears, so to speak... Lol
Thanks, maybe I’ll try social media then.
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Dennis, Mobile Master

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Ok now that we understand your issue we get what you are saying. I don't see why koodo wouldn't reimburse you for this. Just make sure you clearly state that you got charged an easyroam fee while in Canada. Maybe leave out the earlier. $5 and $5 charge as that made for the initial confusion
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David, Mobile Master

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There is no charge to dispute your bill with Koodo, Lisa. The fee only applies if you ask an agent to complete a task you could have done yourself through self-serve.
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David, Mobile Master

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How soon after you arrived home did you add EasyRoam? If a short time, I wonder if late reporting of usage from the partner carrier in the US was charges as EasyRoam usage?

Else, do travel near enough the border to access a US tower?
When was the charge compared to when you added EasyRoam?
There is, as you state, no charge simply for adding the product to your account, only when you use it.
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Lisa

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It was a day trip on Good Friday. I got home that night, unloaded my goodies and small human from the car and collapsed with a classic case of shopping fatigue. I don’t even think I had activated my self-serve Koodo online services at this point yet. Double checked my texts just now, and I did not reply with the “TRAVEL” it takes to initiate Easy Roam via text. Haven’t left this city since that trip (sad, but true). I looked online wondering when the Easy Roam charge occurred as well and can not find that information (perhaps because I only access it with my phone?) this has simply become a matter of principle for me. It’s not even about the measly $7 at this point. Sigh.
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Allison Ramsay

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Lisa, you are not alone. Last year I used TXT15 when I went to MX and I was happy. Not available now. The options are so confusing though. Koodo texted me that roaming pay per use was $0.60 per outgoing text; seconds later texting that my phone was not set up for roaming and I needed to text ADD for roaming which I assumed meant to have any service; seconds later Koodo texted that I should reply TRAVEL to put EasyRoam on my phone but for $10/day for two weeks when I would only send 3-4 texts every second day or so? I was totally confused and frustrated so I did nothing. I checked my bill and it shows an amount - no breakdown.  I am traveling internationally again soon and because I don’t have a clue how the plans work, I am at a crossroad. I need a plan I can understand. I thought I was the only one but I share your frustration and I don't think your words ARE harsh.  Your hashtag sums up what I was muttering and right now, for this reason only, I can't recommend Koodo. Add to the injury that Koodo's automated chat answered "I am confused with your emails" with the answer that I should turn off my phone, remove the SIM card and turn it back on. Really?  Come on, Koodo!  Lisa, I SHARE YOUR FRUSTRATIONS!
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Dinh, Mobile Master

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hi Allison,
From your description, your case is different.
I saw a complaint of lacking option while roaming (Koodo has easyroam and pay-per-use only).
If you use only texting while traveling, you could remove easyroam and use pay-per-use rate.
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Dennis, Mobile Master

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Everyone travels and uses their phone differently. Plans and add-ons also change and evolve. It is up to you to do your research about roaming prior to your travel
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Allison Ramsay

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Before we went, I was online at Koodo site looking for an add-on as I had used every time I travel. TXT15 was discontinued but I THOUGHT I knew what I was getting into - 60 cents per outgoing text. In MX, Koodo's messages totally confused me. Did "roaming is not turned on on your phone" mean I wouldn't get any texts?  If I replied ADD would it cost me?  Did I need Easy Roam for roaming?  I had no idea so with two phones, we put one away for the week and tried to use the other as little as possible. 
When Lisa used the hashtag she did and was talking about problems with international, Easy Roam, frustrations, and asked if anyone else had these problems, I responded as definitely.
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Dennis, Mobile Master

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You make a good point Allison. Maybe submit this as an idea as confusion from Koodo texts while roaming is not good