International Charges Dispute

My current mobile plan includes free text messaging, calling, and data roaming in both Mexico and Canada. When I travel to these countries, I often receive automated messages warning that I may incur charges for using text or calling services. However, based on the details of my plan, I know these charges do not apply in Mexico or Canada, so I have learned to disregard those messages.

Recently, I traveled to the Bahamas and, under the assumption that the same coverage applied as it does in Mexico and Canada, I used data and made calls during my trip. Upon returning, I was shocked to see an $800+ charge on my bill. I immediately contacted an Xfinity representative to explain the situation.

Had I known that the Bahamas were not included in my plan, I would have never used roaming or made any calls. This is the first time I’ve experienced an issue like this, and I feel it’s not entirely fair to be charged such a large amount for something I was unaware of. I also believe the automated messages contributed to the confusion, as they have not been reliable in the past when traveling to places where my coverage was included.

I respectfully asked if the charges could be adjusted, or if I could instead be billed under the Global Travel Pass or another more reasonable option. If I had knowingly used services outside of my plan, I would take full responsibility—but in this case, I was genuinely unaware.