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easy roam charges

T

We recently had a trip to the USA and returned home to see multiple roaming charges.  It appears from the bill that we received or made phone calls to trigger the charges, out of the dozen or charges I could find two calls that line up with date and times. There were multiple charges one my wife’s phone whee she didn’t make calls those days at all. Not only did she not make calls on those days  but the times involved were past 1am when we were sleeping. 
 

how do we go about having these charges investigated? 

Best answer by Georgia Koodo

Hi ​@Tjp1421, please note, the 1 minute representation on the bill is just a way to reflect the Easy Roam being triggered and does not necessarily imply a call, the charge can be triggered by data or SMS as well. 

We have looked into the charges you mentioned, for the *75 line, the first charge was triggered by data usage and the other 3 charges were triggered by calls, including to your voicemail.

For the *84 line, all the charges were triggered by data usage, with outgoing SMS usage on one of the dates as well.  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

The charges are valid, but if you would like to dispute them further you can schedule a call-back through the Koodo Assist or send us a private message on social media via Facebook, X/Twitter or Instagram.

 

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    3 replies

    M
    Forum|alt.badge.img+4
    • MilkyWay
    • Mobile Master
    • 6176 replies
    • March 14, 2025

    It is probably due to data leakage on her phone, which may have triggered the roaming charge. Let me flag a rep to help you out.

    D
    Forum|alt.badge.img+4
    • Dennis
    • Mobile Master
    • 29055 replies
    • March 14, 2025

    I recommend reading this article to determine why you were charged for easy roam

     

     

    Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
    Georgia Koodo
    Forum|alt.badge.img+4
    • Georgia Koodo
    • Official Rep
    • 794 replies
    • Answer
    • March 14, 2025

    Hi ​@Tjp1421, please note, the 1 minute representation on the bill is just a way to reflect the Easy Roam being triggered and does not necessarily imply a call, the charge can be triggered by data or SMS as well. 

    We have looked into the charges you mentioned, for the *75 line, the first charge was triggered by data usage and the other 3 charges were triggered by calls, including to your voicemail.

    For the *84 line, all the charges were triggered by data usage, with outgoing SMS usage on one of the dates as well.  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

    The charges are valid, but if you would like to dispute them further you can schedule a call-back through the Koodo Assist or send us a private message on social media via Facebook, X/Twitter or Instagram.

     

    Flo Koodo
    1 person likes this
    • Flo Koodo
      Flo Koodo

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