Travel Add on purchased but still charged roaming

Hi there,

We can try to resolve your issue on this platform, however, some more information on the issue is needed.

When was the travel pass purchased? When did they travel and did you purchase the travel pass on both of the lines or did only one line travel outside of Canada?

Note: If both lines travelled, you would have needed to have purchased a pass per line, they do not share one travel pass.

7 Day travel pass was purchased for the start and end date of the trip.  It was purchased for each line.

The charges are the exact same on both phone line:

$49 Easy Roam- Other

$80 Easy Roam - US

When were the exact dates that the passes were purchased? The same for their travel dates please. The passes are consecutive days of use, so once they start using the pass it will continue for a total of 7 days and then be all used up. So if they stayed for 12 days as opposed to the 7, this would explain the 5 days of additional Easy Roam US charges each.

For the Easy Roam - Other, that one is odd as Easy Roam usually is only for international or USA use. Can you follow the steps below to see what triggered the Easy Roam - Other Charges? Did they travel anywhere else but the USA?

Why was I charged for Easy Roam? | Koodo Community

THANK YOU!

Yes- we weren’t just in the US.  So the travel package correctly covered the dates we paid for, but then we didn’t have a package for the other place.  

The chatbot couldn’t understand the issue, so I appreciate that you could quickly narrow down the problem.  It makes sense now.