Please login to your self serve and download your detailed pdf ebill.

What day did the easy roam charge occur?

Do you see the erroneous easy roam charge in your detailed pdf ebill?

Hi Dennis, It occurred as of September 26 2024 at 12:21PM, charging me an additional 14.00$. Yes I did notice an erroneous east roaming  charge. I was charged on my latest billing cycle, I didn’t notice until the bill arrived.

Let me flag a rep for you

To prevent this in the future when you are near the border, you can turn your network settings from Automatic to Manual and select Koodo.

Hi, yes please connect me to a rep. can we please reverse this transaction as I did not enter the states or use any roaming? 

Hi @S.B.90 

We have reviewed the details and we have been able to remove the roaming charge since 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 the article provided by @Dennis above

Thank you Flo! How soon will it be before I see the refund on my credit card as this transaction already went through? Appreciate your help with this. 
 

You will receive the amount as a credit on your next bill.  So you next bill will be lower.

I was charged $14 for roaming (US) In October 30 and I did not leave the country.  I was in Trenton Ontario.  How do I dispute the charge?

That’s very surprising to hear that your phone roamed around the Trenton area. I’ll flag a rep to assist. Please see te linked article above to adjust your phone settings that should prevent it from happening again.

Hello ​@Rupietoot 

Sometimes the device is going to catch the network on the other side.

It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.

You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.

I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

We verified the day with the charge and confirmed accidental roaming. A credit was applied for the fee and will update within 3-5 minutes in the Self Serve account.