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Dear Koodos Customer Support,

I am writing to formally dispute the recent roaming charges of $100 applied to my account during my trip to Barbados in August.

Previously, I was also charged $100 for roaming because Easy Roam was not set up correctly—or so I was told. I paid those charges under the impression that the issue was due to a setup error on my part. To ensure this would not happen again, I took the time to carefully re-enable Easy Roam on my number.

However, upon arriving in Barbados and switching off airplane mode, I immediately received four overage texts (at $25, $50, $75, and $100) one after the other — indicating that the same issue has occurred again. I would like to understand how this is possible when Easy Roam has been active on my number since then, and request that these charges be removed from my account immediately.

In addition, as I am now studying abroad in Ireland for the next 8–9 months, I would like my number temporarily paused /suspended at the end of the current billing cycle - during this period to avoid any further issues or charges.

If the roaming charges cannot be reversed, I will unfortunately need to cancel my service and seek an alternative provider. This is the second time I’ve experienced unexpected roaming charges despite taking all the appropriate steps to avoid them, and I find this situation unacceptable.

Please advise how to proceed, and confirm once my number has been paused.

Sincerely,
Caleilr

frozen

Hi ​@Caleilr 

We understand that you are unhappy about this charges.

We have looked into we didn’t find any roaming charges on the August bill.

If the charges are on the pending bill, please let us know once the bill is ready so we will look into it further.

Regarding the Easy Roam, we see it was a few days ago on the line ending in *92. Without the Easy Roam International add on, the charges apply at pay per use rates if only the Pay per use international roaming add ons are added to your line.

 

For more info about how to prevent 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

 

For pausing your account, when you are on a BYOP plan (no phone tab or tab bonus), you can easily activate the Seasonal Hold Plan in self serve, by following the steps here.

Once your return, you can resume your service by choosing an in market plan and a perk (if applicable) in your self serve account using these steps

If you have your phone number set up to receive 2FA messages, please consider changing to a different one that you have access to, as you won't be able to receive texts while the seasonal hold is enabled.

A proration will apply when changes are made in the middle of the billing cycle, more info here

In case you require further assistance, please let us know.

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