Hi there ​@Kayla321 

We will definitely look into that for you. Can you let us know the last 2 digits of the number or numbers affected and the dates in question?  You can check the detailed invoice by downloading it as PDF. 

number ending in 40 on July 12 

number ending in 44 on July 7 & July 12

Hello ​@Kayla321 

We verified the days with the charge and confirmed accidental roaming. A credit was applied for the fees and will update within 3-5 minutes in the Self Serve account. 

Sometimes the device is going to catch the network on the other side.

It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.

You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.

I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296