Used the Intl Roam Service but still am charged separately $42 for Intl GPRS Roaming - can you remove the mistake charge?

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Used the Intl Roam Service but still am charged separately $42 for Intl GPRS Roaming - can you remove the mistake charge?
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Sami

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Posted 7 months ago

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Camilo_A

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Hi there Sami!

*Where do you see this charge on your bill?
* Where did you travel to?
* Can you share a screenshot of what you see on your bill without disclosing any personal info like account/cell number?
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Sami

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We traveled to Boston, Dubai and Islamabad. For each location I was charged the $7 or $10 per day correctly on my bill. But then there is this $42 additional charge, which goes against the Easy Roam idea... 
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Dennis, Mobile Master

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Whoa... the $100 cap is separate between the US and International?
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Bernard, Official Rep

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Always has been.
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Dennis, Mobile Master

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Hmm.... 
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Bernard, Official Rep

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@Sami, Easy Roam international does not cover all countries in the world. Where Easy Roam is not available pay-per-use rates apply. You can check what countries are included here:

https://www.koodomobile.com/easyroam
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Sami

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All of the countries I visited are covered: UAE, Pakistan and USA... And they have been billed per the Easy Roam agreement, which I do not contest. 

So why the charge??!?
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Bernard, Official Rep

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We can reach out to you Sami. You will need to reach out to us here:

https://www.facebook.com/Koodo/

Click on 'Message', then we can validate your account and see what's happening. 
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Sami

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Still no response to my message on Facebook, sent an hour ago... 
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Sami

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I'm pretty good at paying my bill, on time is really important to me. I left Bell after 16 years of service to come to Koodo. So far it has been going really well. I just don't want to pay for something I did not agree to. If I could get an updated bill then I am happy to pay it today. Thanks for your time. 
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Camilo_A

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Hey Sami...

No worries, you will see this will be resolved... This time of the year is very busy, but trust me, you are in good hands!!!

At Koodo we put client's first, ;) 
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Sami

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Thanks to Bernard and yourself, Camilo
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Dwayne_888

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It would be a good idea if Koodo could send you an SMS letting you know Easy Roaming is active at your destination...in fact, I think it's supposed to?
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Sami

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I confirm I did get those. And the Easy Roam charges above are consistent with my usage and travels! Just that weird $41.03 of additional data that i am contesting... 
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Dwayne_888

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As long as you have pics of your messages you should be good to go and get the charges reversed. Let us know how long it takes. I am curious.
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Sami

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Update: they credited me the amount. 

Thanks all!
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Camilo_A

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That's amazing... This is what Koodo is all about, caring about clients!

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