Disputing unexpected Canada data roaming charges after border welcome text

Hello, my wife and I drove across the border into Vancouver Canada on July 20th. We were driving and not actively monitoring our phones. We received the automated welcome text stating calls and texts were free, but were not clearly informed about the $0.30/MB default data rate. This resulted in over $800 in pay-as-you-go data charges in less than a day before we realized what happened and turned on the $5/month travel pass.

We are requesting assistance from an agent to review this billing cycle and retroactively apply the travel pass/plan adjustment. We are both long-term Xfinity mobile and internet customers. Thank you.

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XfinityJustinC

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2.5K Messages

8 hours ago

Hello, @user_ar1z0l thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and completely understand where you're coming from looking to get assistance with receiving a large Xfinity Mobile bill for data roaming charges. If I was in your shoes I'd be reaching out as well, and I was just in Vancouver BC for 4 days a few weeks ago to attend a few concerts.

When I crossed the border I received the same welcome text notification, and it had mentioned to add the $5 Canada pass. I had also noticed when going through my emails after making it to my Airbnb that I had an email with similar information. I know you had mentioned you originally received the welcome text messaging.

- Did it have information about adding the Canda $5 daily pass?

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user_ar1z0l

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4 Messages

8 hours ago

My wife and I were driving across the border and didn't have our phones out. When my wife did look at the text she mentioned Xfinity says, "Welcome to Canada! Calls and texts are free while you are here." to which I replied "that's great and what I thought". It wasn't until the next morning that we received another text from Xfinity stating we had now incurred hundreds$$ in data charges. That is when I called customer services and added the $5/month travel pass.

I feel it's unfair and deceptive to be charged >$800, that would have cost $5/month if we had replied "Y" to the original text. We are long-term Xfinity mobile and internet users and frequently travel. We have never had this issue as the travel pass is added automatically.

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XfinityJustinC

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2.5K Messages

@user_ar1z0l I appreciate you answering the question, it's helpful as I know that when opening similar requests for large international billing the team I'll need to partner with have specific questions when filling out the template.

Thank you for the additional information that when traveling in the past that Global Travel Pass had automatically been activated. The Canada/Mexico pass is different, so understand not being familiar with how that works.

These questions were also asked previously the last time I submitted a credit request, when you have time to answer:

- Did you review the customer facing International travel document? https://www.xfinity.com/support/articles/traveling-internationally

- Did you check your Xfinity Mobile plan to see what is included for international usage?

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8 hours ago

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user_ar1z0l

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No, I did not review the customer facing international travel document and did not review the Xfinity Mobile plan before driving into Canada. It was a quick 2 night trip and, if there were any expenses in Canada, I assumed I was protected similar to my recent trips abroad and that we would incur a daily travel pass charge or similar. I believe for other trips outside of the US, Xfinity automatically charges $10/day.

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7 hours ago

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XfinityJustinC

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2.5K Messages

I appreciate you answering the questions, the Xfinity Forum also works as a community gathering place. So others who may have similar concerns can view documents, and see what steps/questions would be needed to get the credit request submitted based on the public conversation so far.

We work with a great Xfinity Mobile executive team that I've worked with in the past, and helped with Xfinity Mobile billing concerns. The next steps will require me to gather some information that we don't want here in our public conversation.

Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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7 hours ago

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user_ar1z0l

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4 Messages

Thanks JustinC. I did go ahead and DM Xfinity Support as you suggested. I am hoping they can assist.

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6 hours ago

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Disputing unexpected Canada data roaming charges after border welcome text

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