I am extremely frustrated! I would like to send an email Customer Services and I cannot see anywhere online that I can do this. Can someone please help? I have recently spoken with an agent and around $30 was knocked off my bill due to loyalty but I am still unhappy with the explanation regarding my bill and the Easy Roam charges that I incurred despite having my Cellular Data button and the Easy Roam cellular button turned OFF during the time I was in UK/US using what I thought was WIFI only! I checked this regularly to make sure the Data buttons had not been accidentally switched on. But apparently despite this, it appears the phone searches for a service provider regardless (due to Easy Roam) and therefore I incurred large charges ($289.61) I was not expecting to pay. The agent said I should have the Flight Mode button switched on while abroad if I don’t want to use the Easy Roam but this is not noted anywhere and I did not know this should be done until after the event at his recent explanation. The only instructions I found online were telling me to ensure the data buttons are switched OFF. Which they were...
I was also told that I accepted the Easy Roam offer in 2018 of which I have absolutely no recollection, nor any need to do so. From 2017-2021 we didn't leave Canada so had absolutely no need for this service and therefore would not have looked into adding it to my account. On checking Self-Serve recently, I cannot find any way of removing this option that I do not want or need.
I feel after over 16 years of being a loyal and on-time payer of my bills, that there would be more compassion shown by Koodo as a company and laying out obvious instructions so older, or less phone-savvy, customers such as myself don't get fleeced by this lack of transparency... I am very, very unhappy with this situation and hope that my message is answered by someone within Koodo Customer Service. I don't want to take my custom elsewhere but am unhappy enough about this situation that I will consider doing so.
Thank you in advance for your assistance
Best answer by GoranView original