I had bought an Airalo eSIM for our trip to Japan between Feb 1 to Feb 20 and had it installed using the link that was sent to me through email upon arriving at the Narita airport. I added a new carrier on my phone for the local Japanese carrier and had turned off my primary data usage from Koodo. However, I had to turn on the roaming service in order to use the carrier provided by Airalo. When I returned to Canada, I was shocked to see a $320 charge for roaming by Koodo! I NEVER received any warning from Koodo saying “You are now using roaming service via Koodo” or “Thank you for using Koodo roaming”. Neither did I receive any messages about “ You will be charged $xx for using Koodo roaming service.”
I had purchase and used eSIM multiple times before and never once had a problem. I called Koodo 3 weeks ago and spoke to a real person (which btw is very difficult to set up after typing a whole bunch of rubbish with an AI). I had explained everything in detail and hoping they can waive my charge. I was offered a $50 discount but I rejected the offer and would like to appeal. The representative said someone will call me back after reviewing the issue. My husband told me that Koodo had charged $500 ($320 roaming fee plus the monthly plan) on our credit card today. They had NEVER called me back for any updates. I called the toll free number for Koodo customer service this afternoon. AI again. After spending almost an hour trying to find a way to talk to a real person, I have requested a call back for tomorrow and hopefully someone would care enough to call me back. Being a Koodo customer for almost 20 years, I am very disappointed that they do not seem to care about their customers. I have proof of my eSIM purchase but no record of the name of the Japanese carrier I used because I thought everything was fine while I was there.
