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I was charged $14 for roaming while in Canada, near the border. Koodo team, can you please reverse this? 

Hi ​@Crosby 

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.

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


I just checked my account and the charge was not removed. Can I expect this to happen later today or within a few days?


Hi ​@Crosby 

We have double check and the amount due has been already  updated on our end.

Can you please check the current amount due?

Please note that the PDF remains unchanged since the adjustment has been applied after the bill date. 


Hi! Here’s what I see on my end. I’m looking at the web page, not a PDF.
 

There are multiple numbers on my account so I wanted to note that the roaming charge is for the person starting with S, phone number ending in 91.

 

Thank you for looking into this!


Hi ​@Crosby 

Thanks for sharing!

The charge is actually not removed from the bill itself, but the credit is already reflected on your amount due.

If you check in self serve for the amount due now, is the amount due not updated? 


Resolved, thanks! 


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