2 Messages
Need to dispute a mobile data charge
Hello--
Our daughter studies overseas (we live in the US) and touched down only for a few days to visit before leaving for France. I switched her phone from Verizon to Xfinity on August 7th, and by the time she needed to leave for the airport on August 9th we did not yet have the physical SIM card (her phone can't use an eSIM). She ended up going to an Xfinity store on August 9th to get a SIM card there so she could use her phone.
I tried repeatedly on my phone and laptop, including when we were still in the US to get her a Global Travel Pass. Between travel and jetlag it took me nearly two days to reach customer service, and then nearly an hour with a very helpful person to get her a Global Travel Pass. In the meantime she was charged over $500 in data charges, even though she was using wifi that whole time and had no phone service.
Please delete these charges.
Thanks.
XfinityThomasC
Official Employee
•
2K Messages
3 months ago
Hello, @user_ksqknj
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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