I was billed for roaming in the US again when i didn’t cross the border, i had my phone in airplane mode which is what the last agent told me when i got close but it didn’t make a difference, this is the second time this year, last time the agent said they would refund the charges and never did. Please correct this issue and refund me the charges. Customer service has been beyond frustrating to deal with so far. Thanks.
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Hi
We have reviewed the details and we have been able to remove the roaming charge on the last bill 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.
We recommend switching data roaming off and also switch to manual network and select Koodo in the phone settings, this would prevent the connection to a US tower when near the border.
For more info about how to prevent accidental 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
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