Hi Katherin @KateG, 

We’ve looked into the charges and they are valid as there was data usage while your phone was connected to American towers. There is no Canadian usage in that period. You can also check the usage section in self serve and the PDF bill 

If you would like to dispute the charges further you can schedule a call-back through our Koodo Assist or send us a private message on Social Media via Facebook, X/Twitter or Instagram.

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

I turned my phone on and i turned my phone off. You’re charging me for something i didn’t use. If I wanted to use my phone for one minute i never would have signed up for the 14 a day roaming charges, I would have simply used it by the minute, or i def would have used it a lot more than the one minute it took to turn on and off. I never left Canada. I was at Point No Point Resort on Vancouver Island in BC.

Hi @KateG 

As much as we want to help, we are unable to remove the charges on our end since the usage indicates the phone was connected to US towers in that period.

Please schedule a call back or send us a message on Facebook using the links at the bottom of this page if you want to dispute the charges further.

Also, feel free to check the available  plans in your self serve account, as you might be eligible for a Canada-US plan: https://www.koodomobile.com/en/help/changing-your-rate-plan

With a Canada-US plan, there will be no fees for when the phone picks a US tower while near the border,. On top of that, you can use your phone without additional charges in US (some exceptions apply). More about Canada-US plans, you can find here https://www.koodomobile.com/en/help/traveling-with-your-canada-us-rate-plan