Roaming Charges to dispute

Question

I have just gone through my phone plan bills for the past few months and noticed I have been charged for roaming charges. This is most likely due to the fact I live very close to the USA border although I have not left Canada in well over 2 years. Can the roaming charges on my most recent AND previous monthly bills be refunded/removed? Thanks for all the help.

Dennis · Accepted Answer

To avoid this in the future since you live close to the border, i suggest changing your network settings from Automatic to Manual and then select Koodo. Note that you may need to reapply this setting change after a phone restart.

I will also flag a rep for you to see about your charges. Please make sure you are logged into the community with your self serve account.

Koodo · Answer

Hello ​@Senior meA bill can be disputed within 30 days of the released date. Roaming charges can have a delay and appear on a laterinvoice, so we check the past 90 days for this specific charge. We have reviewed the last 3 invoices and we found roaming charges only on your latest released invoice. We have been able to remove the roaming chargesince it was triggered due to accidental data roaming, feel free to check the details in your self serve account when you get the chance.For more info about how to prevent accidental roaming charges, please check out the link shared by ​@DennisAlso, 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-planWith 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 herehttps://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan

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