Hello ​@Ashleybrown 

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

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

Hello,  thanks for your repsonse. I was also charged $4 on 9234 for mins. what does this mean?

Last month, the services were charged an nsf when koodo tried to withdrawl the funds before i changed the banking info. We got charged 25 nsf but there was funds in that account to take. not sure what happened there. please kindly check in to this.

thanks

Hi ​@Ashleybrown 

From what can be verified, the $4 charge was for a phone call made from Canada to US. This can be verified on the 17’th page of the invoice when downloaded as PDF. 

In regards to the NSF fee. We do see a failed payment, however, we have limited access to payment information here, over the community. In regards to the fee, can you clarify on what invoice and what page of the invoice it appears ? 

Hello,

It wasnt posted to my last bill. It was added to the 195 bill after the funds tried to come out and didnt in December. I seen it on the account. Balance on profile went up minutes later. Maybe its been fixed now, im not sure.

I dont see it on the actual bill.

We’re not seeing the charge on the account, but there was a rejected payment rejected due to an invalid/incorrect account number.

We’d recommend registering a pre-authorized payment again if you were interested as all your lines are eligible for the $5 off/month/line auto-pay discount. You can find out more about the discount here https://www.koodomobile.com/en/help/auto-pay-discount