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Charged for easy roam while in canada - need a refund

I

I was charged for easyroam on July 4.  I never left Canada but must have picked up a US tower across Lake Huron.  Can someone please flag to a koodo rep for a refund?  🙏

Best answer by Darius Koodo

Hello @i-kitchener 

I verified the day of the charge, July 4 and was able to see that you did not leave the country.  A credit was applied with immediate effect  and will show in the Self Serve account within 10-15 minutes. 

 

It seems like the mobile data connected for a brief moment to a US tower. It is recommended to maintain the Mobile data and data roaming off while in Canada. Manually selecting the Koodo network is also a solution. We have a great help page here.

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Sophia
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  • Sophia
  • Mobile Master
  • 12515 replies
  • July 13, 2023

Done!

D
Mayumi
I
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    Dennis
  • Mayumi
    Mayumi
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    i-kitchener
D
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  • Dennis
  • Mobile Master
  • 29130 replies
  • July 13, 2023

Did your get your detailed PDF ebill that shows the roaming charge  in your self serve?

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
I
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    i-kitchener
I
  • i-kitchener
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  • 3 replies
  • July 13, 2023

Yes, the charge shows in detailed PDF the day I was at Lake Huron (Canada side) @Dennis 

D
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    Dennis
Darius Koodo
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  • Darius Koodo
  • Official Rep
  • 1168 replies
  • Answer
  • July 13, 2023

Hello @i-kitchener 

I verified the day of the charge, July 4 and was able to see that you did not leave the country.  A credit was applied with immediate effect  and will show in the Self Serve account within 10-15 minutes. 

 

It seems like the mobile data connected for a brief moment to a US tower. It is recommended to maintain the Mobile data and data roaming off while in Canada. Manually selecting the Koodo network is also a solution. We have a great help page here.

G
Dinh
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    Goran
  • Dinh
    Dinh
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  • i-kitchener
  • Author
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  • 3 replies
  • July 13, 2023

Wow, this worked!  thank you!!

I

Hi, I was charged an Easy Roam charge while going to see a  play at the 1000 islands play house in Gananoque ON. I must have picked up a USA tower across the St. Lawrence River. Can I please have this corrected or get a refund? 

G
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  • Goran
  • Mobile Master
  • 13597 replies
  • August 8, 2023
ISLANDGIRL 23 wrote:

Hi, I was charged an Easy Roam charge while going to see a  play at the 1000 islands play house in Gananoque ON. I must have picked up a USA tower across the St. Lawrence River. Can I please have this corrected or get a refund? 

I’ll flag a rep to assist. For future reference, please do as Darius suggested for the OP. That way, your phone will only attempt to connect to Koodo.

Flo Koodo
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  • Flo Koodo
    Flo Koodo
Darius Koodo
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  • Darius Koodo
  • Official Rep
  • 1168 replies
  • August 8, 2023

Hello @ISLANDGIRL 23 

We verified the account and confirmed you were in Canada at the time of the charge. A credit was applied for the $14 Easy Roam fee and it will update in the overview section of the Self Serve account. 

 

Flo Koodo
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  • Flo Koodo
    Flo Koodo
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