Excessive Data Roaming Charges

@XfinityJanelle​ i’m sorry but that’s just so much and it was a genuine accident. most of the data used was from background processes and apps and not me actually using my phone. is there anyone that i can talk to to receive assistance on this?

@mgob I hear how overwhelming this situation feels, and it makes complete sense to be concerned when you see a charge of that size, especially when it wasn’t intentional.

International roaming can be confusing, and many customers are surprised to learn just how much data phones can use in the background through normal app activity, even when the phone isn’t actively being used.  On all modern phones there is an option that allows you to disable roaming to avoid this happening. 

When a device first connects to an international network, it begins using that carrier’s services immediately. From there, data usage, whether from apps, system updates, or background processes, is reported directly by the international carrier and billed based on actual usage.

While the Global Travel Pass is designed to help manage those costs, it does need to be enabled before roaming activity occurs and unfortunately can’t be applied retroactively once usage has already taken place.  If the data activity occurred before the pass was activated, the charges on the account would be considered accurate.

I know this isn’t an easy situation, and we truly appreciate you reaching out and sharing your experience.

I know it’s a valid charge but i’m asking what we can do about it. I read about the same situation with other people making the same mistake with other carriers and they were all able to get some type of waiver or reduced fee. I just don’t know how you expect me to continue with Xfinity after you guys don’t give me any type of grace when if I made the same mistake with another carrier they could help me out. 

Like you mentioned @mgob, it is a valid charge, but we can see if there is anything that can be done on our end. Could you please send our team a direct message with your full name and full address?
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