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Subject: Urgent: Wrongful Charges & Late Fees resulting in Unresolved Billing Issue

H

Hello Koodo Community,

I’ve been a loyal Koodo customer for years, and I’m extremely disappointed to find unexpected charges on my account, as well as my daughters’ accounts. I am reaching out to request a refund for charges that I believe were applied unfairly and have now resulted in further financial strain.

Wrongful Roaming Charge (Easy Roam) – $15 Per Account

While traveling, I used a local SIM card to avoid roaming fees. However, I was still charged for Easy Roam, despite not using my Koodo SIM for calls, texts, or data. I know that similar cases have been reviewed and refunded before, so I expect the same fair resolution for myself and my daughters.

Uninformed Rate Plan Change Fee – $15 Per Account

I recently changed my rate plan and was unexpectedly charged a $15 fee. At no point was I informed that this charge would apply. Had I been aware, I may have reconsidered making the change. I believe this fee was not properly disclosed and should be refunded.

Now Facing Late Fees on Three Accounts

Because this issue remains unresolved and the wrongful charges have not been refunded, I have been unable to pay my bill in full for three accounts. As a result, I am now being charged late fees and interest, further compounding the financial burden. This situation is extremely frustrating, and I believe it is unfair to be penalized for charges that should not have been applied in the first place.

I trust that Koodo values transparency and fairness and will resolve this issue as soon as possible. I am requesting a full refund of the wrongful charges and a reversal of any late fees or interest incurred due to this ongoing dispute.

Has anyone else experienced something similar? I’d appreciate any advice, and I look forward to hearing from Koodo support on this matter.

Thank you.

Best answer by Georgia Koodo

Hi ​@HelloatPr, please note we can only access the account you’re using to sign in to the Community. If you’d like to dispute charges on other accounts, the account holders can contact us here directly from their accounts, call in or contact us on social media. 

As an agent changed the plan for you, a $15 plan change fee was applied. Charges can be disputed in the 30 days since appearing on a bill. We’ve also checked your account and if you’re referring to the $16 Easy Roam charge on January 21st for the *04 line, the charge is valid and was triggered by outgoing SMS while roaming. For more details, please check the usage section in your self serve.

For more information on how to prevent unwanted roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

If you’d like to dispute the charges further, please schedule a callback via Koodo Assist or contact us on social media via Facebook, X/Twitter or Instagram.

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    2 replies

    Dinh
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    • Dinh
    • Mobile Master
    • 17361 replies
    • March 13, 2025

    What was the circumstance when you asked for the plan change? The service fee of $15 was part of their normal service fee https://www.koodomobile.com/en/help?servicefees=true It is automatically added by Koodo system.  Normally you were charged because you asked a rep to do something that you could do it yourself with selfserve.

    Regarding the easyroam, How much data/text did Koodo say you used while roaming? Have you looked into your usage?  Unless you removed the SIM card out, there is always a chance that the phone could connect to local roaming network.

    You could choose not to pay. However, you might deal with issue of disconnection for non-payment.

    A Koodo customer, opinions are my own.
    Flo Koodo
    1 person likes this
    • Flo Koodo
      Flo Koodo
    Georgia Koodo
    Forum|alt.badge.img+4
    • Georgia Koodo
    • Official Rep
    • 794 replies
    • Answer
    • March 13, 2025

    Hi ​@HelloatPr, please note we can only access the account you’re using to sign in to the Community. If you’d like to dispute charges on other accounts, the account holders can contact us here directly from their accounts, call in or contact us on social media. 

    As an agent changed the plan for you, a $15 plan change fee was applied. Charges can be disputed in the 30 days since appearing on a bill. We’ve also checked your account and if you’re referring to the $16 Easy Roam charge on January 21st for the *04 line, the charge is valid and was triggered by outgoing SMS while roaming. For more details, please check the usage section in your self serve.

    For more information on how to prevent unwanted roaming charges, please check out this article https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296

    If you’d like to dispute the charges further, please schedule a callback via Koodo Assist or contact us on social media via Facebook, X/Twitter or Instagram.

    Flo Koodo
    1 person likes this
    • Flo Koodo
      Flo Koodo

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