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Subject: Formal Dispute of Unauthorized Roaming Charges – Immediate Resolution Required

Dear Xfinity Mobile Executive Team,

I am writing to formally dispute an unjustified charge of $1,085.18 for international roaming on my Xfinity Mobile account.

Account Details:

• Full Name: [Edited: "Personal Information"]
• Account Number: [Edited: "Personal Information"]
• Mobile Number: 
• Affected Billing Period: January 2024

I traveled to the Dominican Republic from December 30, 2023, to January 10, 2024. Before my departure, I ensured that both data roaming and mobile data were completely turned off. I only used Wi-Fi to access the internet. Despite this, I was charged for international roaming services that I never used.

Since January 2024, I have attempted multiple times to resolve this issue with Xfinity Mobile customer service, but every agent has provided contradictory information and refused to remove the unauthorized charges. The only representative who gave me any resolution was a woman named Perl, who told me on Thursday, 02/20/25, that I would receive a refund of $935.16 within 24 to 48 hours under case number [Edited: "Personal Information"] and promised to follow up, but she never did. Instead, I woke up today to find my mobile line suspended. I called again to explain the situation, but customer service insisted that I had to pay, could not locate any records of my previous reports, and, even worse, my mobile service was suspended due to this dispute. Additionally, I have another report [Edited: "Personal Information"] 11-2, where I was also promised a call back and an investigation, but no one followed up.

I have an impeccable payment history, and I find this situation highly disrespectful. This is completely unacceptable. I formally request that you take immediate action to:

1. Completely remove the $1,085.18 charge from my account.
2. Restore my mobile service immediately.
3. Provide a detailed explanation of why I was charged despite disabling roaming.

If this issue is not resolved promptly, I will escalate the matter to the FCC and the Better Business Bureau (BBB).

I expect a written response within 7 business days confirming the removal of these charges. Please contact me at this email address with a resolution.

Sincerely,
Indira [Edited: "Personal Information"]

indiritax Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.