Visitor
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4 Messages
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.
XfinityJustinC
Official Employee
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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
Visitor
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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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