Koodo Assist - keep looping back when I am trying to connect to a rep

What can we help you with? 

I was talking to a rep about incorrect roaming usage & charge. He gave me an “explanation” that was different from the easyroam sms I received. I should not be charged since I did not use the call feature during my travel. I would like to get back to the koodo assist chat and follow up on this matter.

Unfortunately, not sure you can restart the conversation. Are you afraid that you might be charged roaming while you travelled? 

I am already seeing the minute usage under my account self view. They are all 1 minute usage that I did not use. It happened 3 times already. I would like to dispute the charge as I did not use them.

Did the charges show up on your most recent bill or did you just receive the roaming notification that you were charged? If it's just a notification and you haven't had a charge on your bill yet, you need to wait for your bill to get posted in order for the charage to be reverser. If you've already been charged and want to contest the charge, reply back to this thread so I can flag a rep for you.

To confirm, did the charges already show up on your bill or did you just get the notification that you may be charged? As you would have to wait for the charges to be posted on your bill before they can be looked into and credited.

The message is automatic once you connect to a foreign network. Your usage get’s screened before the bill is issued and if there is no usage, the charge won’t show on the bill. 

The charges are shown up under usage details > minutes

Therefore, they’re not on your bill yet. Please report back when they’re on your bill and remove your SIM card if you don’t want to keep incurring them or I suggest you turn off roaming in your settings.  

Also, you can get roaming charges for using calling, text or data. Not only limited to calling.

What Counts as Chargeable Usage

• Making or answering a phone call

• Sending or receiving text messages

• Using mobile data

• Checking voicemail (counts as a call)

Please read through this for more information. 

https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling

The charges are shown up under usage details > minutes

 

Are those call with id “ER/VC”? If so, those aren’t real calls. They are there to denote an event triggered easyroam. Check your data and messaging usage to see if anything is reported there

Sorry… but I don’t understand… What is going to be different when the charge is showing up on my bill? There is a possibility that they will not be listed and charged on my next bill? 

Or any action that could be possibly taken need to wait till the charge show up on the bill so the team can take a look into it?

In order for Koodo to apply a credit to the charge, it needs to appear on your bill. In other words, it will most likely appear on your next monthly statement, where you will see the roaming charge itemized before Koodo can review and process a potential credit. Once the charge shows up on your detailed PDF bill or in your online account, you can contact Koodo customer service to request a credit if eligible, and any approved credit should then be reflected in your Self Serve account shortly afterwards.

OK understood. I will follow up again once the charge shows up on my bill. 

Thanks so much for your quick reply! Hope you have a great day ahead =]

Keep in mind any use of calls, texts, or data through foreign networks activates daily Easy Roam charges, or pay-per-use fees if Easy Roam isn't set up. Make sure you follow Olivier’s recommandations in order to avoid being charged or just remove your SIM card (or put your phone on airplane mode). 

Thank you, Oliver. This is the detailed and consistent explanation that I am looking for. 

I did read through the SMS briefing when I am traveling and receiving them. My confusion comes from my previous chat with the koodo chat rep. As I said I cannot open the chat again, but what I recall from them is that from their point of view, the charge is not accidental and there is no action that should be taken. 

But after all of this, Robert and you gave me a satisfactory reply and I will follow up again if the charges actually show up on my bill. 

Please have a great day for now =]

Without direct access to your usage records, it’s not possible to say with certainty whether you’ll be charged (the rep might’ve seen data usage, hence saying the charge was indeed correct).

Indeed, it’s still possible for roaming charges to show up on your bill if your device briefly connected to a foreign carrier, or if your phone exchanged any data while traveling. These charges can sometimes occur even if you believe roaming was off, or in cases where only a very small amount of data was transferred. If a charge does appear and you believe it’s in error, you can always reach out here and sometimes they will credit your account depending on the situation.

So, how about Koodo gets a method for customers to actually reach them to discuss their bill that isnt on a public forum???

I’m hoping for something considered secure enough to authenticate people, but as it stands, we can run through charges on this forum, but disputing charges and anything more in-depth needs the user to be authenticated to discuss the details exactly. 

There is now the “enhanced messaging” through Koodo Assist that defaults for billing before scheduling a callback. Unfortunately, it’s not a live chat.