Skip to main content
Koodo Community
Community

I have beencharged roaming fees often and need them removed and refunded. The latest charge was July 14. The one previous was either in June or May. I have set my phone up as per the instructions on the website - ie no roaming and server is Koodo. I do not answer the phone, texts or use data when I am close to the USA border. Yet I still get these charges. My job brings me close to the border regularly and frankly, having to reverse these charges is getting tiresome. Please remediate these erroneous charges immediately. Thank you.

Hi ​@tow68, we’ve checked the July 14 charge you mentioned and as it was accidental roaming we have added a credit to your account, you can check it out in your self-serve.

The charge was triggered by outgoing SMS while your phone was connected to US towers. To avoid future charges please make sure that you are manually connecting to the Koodo network and the data roaming is off in your phone settings.

For more information on 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

Generally, charges can be disputed within 30 days of the bill being issued, which can be extended up to 90 days for roaming charges as they can take some time to appear on a bill. We could not check the charges on your May bill as they are older than 90 days. 

Reply


Terms & ConditionsCookie settings
Koodo Community