incorrect easy roam

Yeah, this is a known issue near the border. Your device is automatically connecting to US towers even though you’re still in Canada, which triggers Easy Roam charges.

Quick fixes: Turn off data roaming in your phone settings, or manually select Koodo/TELUS as your network operator instead of automatic selection. That should stop the accidental charges.

Since you’re getting billed for roaming you didn’t actually do, flag a rep to review those charges and potentially credit your account. You can just schedule a callback through Koodo’s Chatbot at koodo.com/chat or I can flag someone for you. 

Since you didn’t leave Canada and the charges have shown on your bill, I’ll flag a rep to check them out.

More details on the solutions Robert suggested above can be found in the link below. Note: If you change your carrier selection settings they will have to be changed again if you restart your device.

I would also take a look at changing your plan to one that includes USA roaming if this is common or if you travel to the states at all.

There is quite a few cheaper options currently available for black Friday and you can roam in the US for free with a Can/US plan - Eliminating future charges. Those can be found in self serve under “Manage Plan and Add-ons” 🙂

Understanding how you'll be charged while travelling | Koodo Mobile

Thank you for the suggestions. If you could flag a rep for the $304 in charges that would be great 

Are the charges on your bill already?

Yes they are reflecting on the current bill

I have flagged a rep.

Hi ​@Rd8494 

We have reviewed the details and we have been able to remove the roaming charges since they were triggered due to accidental data roaming, The adjustment will be reflected on your account in a few business days.

For more info about how to prevent accidental roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

Also, as Oliver suggested, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan

Thank you both for the amazing customer service. I will def look into the USA add ons