I’ve activated a 14-day Roaming pass yesterday, May 31. Landed in Ireland June 1, $50 worth of charges in 10 minutes. Activated again online today June 1. Nothing changing. Activated 3 day free roaming perk, nothing changes. I’m getting success messages online, nothing to my email and Koodo is happily charging me hundreds of dollars for roaming that should be covered. Can’t reach a person. Online chatbot down. Can’t schedule a callback in Ireland. I’m beyond angry.
Solved
Roaming pass activated, not working, data usage charged exorbitantly
Best answer by Flo Koodo
We are sorry to hear about the issues you had with the Travel Pass. We have managed to add it from our end, please restart your phone when you get the chance. You can also check the details in self serve under Mobile services - Manage addons.
We will make sure the current pending overages related to this are adjusted on your next bill, however in case you notice any further charges related to this, please ask for a bill review in self serve once the bill is ready. You will find the steps here https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill
Also, in case you wish to use the services for more than 14 days, the pay per use rates would apply if the Easy Roam add ons are not provisioned to your account. (You can add Easy Roam in self serve under Mobile services - Manage add ons).
Let us know if you have any further questions and we will do our best to help!
hmm, that is odd. Ireland and the UK (Northern Ireland) are both covered by the European travel pass.
We can assist you on here. A couple of questions first,
1. As it wasn’t stated in your summary, just making sure, did you purchase the European travel pass or a different pass?
2. When you check your Koodo self serve, does it show the travel pass under your add-ons?
3.Did you receive a confirmation saying the pass was added
- Yes, I purchased the 14-day European pass on May 31
- No it doesn’t show. Once I landed on June 1 and got a message about $25 then $50 spent, I tried to repurchase the 14-day European pass on June 1. Again a success message, but nothing in add ons. Then tried to activate 3-day travel perk. Success messages but nothing in add-ons (https://www.pasteboard.co/FOBlt317V4S5.png).
- No emails either.
+4From your description, it appears you didn't have the badic easyroam add-on in your lineand hence was charged at the payperuse rate.
Regarding the confirmation of travel pass, habe you checked your junk/spam to see if anything was accidentally sent there?
Also, I wil flag a rep as well to look into it.
So Koodo website is giving “Your plan has been updated” success messages. Therefore I will assume I have it. It did this on 3 separate activations over 2 days (May 31, June, June 1) of 2 different products (add-on, perk). There’s nothing in my email, regular or spam. Website is saying only look at email if I need to review.
So the outcome is that Koodo has misled me, and is now charging me based on the this misrepresentation.
Thank you for answering my questions. I agree, it seems that the pass did not activate correctly due to a system error.
A rep on this platform will be able to add the pass to your account. Regarding the charges, we will have to see what the rep says, but I imagine they will credit the charges. They tend to be pretty reasonable when it comes to system issues if that is the case.
As Dinh has flagged a rep, the rep will respond here as we have. Just make sure you’re logged into the community using your self serve credentials and they should be able to take a look. For now, I would avoid using your services until they respond to avoid any further charges.
Until when? I need maps in a foreign country. I need this now.
Chatbot is either “Chatbot cannot connect to the server at the moment. Please retry.” or refusing to provide any assistance with “Sorry, I didn’t follow. Ask me something else or rephrase your question.” Previous messages to reps are not responded to. I can’t get a call back scheduled.
I have absolutely zero support available.
Assuming you do not have Easy Roam, you can text ROAM to 7626 or add it on your Self-Serve account.
It is important to note that you will need to choose between the Easy Roam Travel Pass and the 3-day Easy Roam International Perk. If you decide to use the Perk, the additional days will be billed at the standard rate of $18 per day. https://www.koodomobile.com/en/services/pickyourperk
Someone has already flagged a rep, so you will need to wait until they respond back. Alternatively, you can send a message to a rep on Facebook Messenger or Twitter. https://Koo.do/Chat
I already activated easy roam twice and free roaming perk once, and Koodo said it was activated. But it wasn’t. Will a message activate it?
+4
We are sorry to hear about the issues you had with the Travel Pass. We have managed to add it from our end, please restart your phone when you get the chance. You can also check the details in self serve under Mobile services - Manage addons.
We will make sure the current pending overages related to this are adjusted on your next bill, however in case you notice any further charges related to this, please ask for a bill review in self serve once the bill is ready. You will find the steps here https://www.koodomobile.com/en/help/ask-us-to-review-a-charge-on-your-bill
Also, in case you wish to use the services for more than 14 days, the pay per use rates would apply if the Easy Roam add ons are not provisioned to your account. (You can add Easy Roam in self serve under Mobile services - Manage add ons).
Let us know if you have any further questions and we will do our best to help!
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