Visitor
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2 Messages
Ongoing Roaming Charges Despite Travel Pass – No Refund Issued
I am extremely frustrated with the ongoing issues I’ve had with Xfinity regarding roaming charges while using Travel Pass.
This started last year when I traveled to Mexico. I had a Travel Pass set up on each of my devices, but I was still charged over $500 in roaming fees. When I called, the agent did not issue a credit or refund but instead assured me that my new plan would prevent this from happening again.
Fast forward to this year: I’ve been traveling frequently to Mexico to take care of my sick mother, often staying for weeks at a time. Each time I cross the border, I receive a text confirming that my Travel Pass has been activated. Despite this, Xfinity withdrew $528.36 from my account for roaming charges.
I called on 7/18 and was told I would receive a $300 refund. Since then, I have made weekly calls, but my refund has still not been issued. To make matters worse, my current bill is now showing $621.08. Every time I call, I am reassured that the charges will be removed and my refund processed, but nothing has been resolved.
One agent even placed me on a plan to supposedly prevent this from happening again and promised me a free Apple Watch. I keep receiving calls to activate the Apple Watch (which hasn’t even arrived yet), but I still have no resolution regarding my refund and charges.
At this point, I am exhausted from spending hours on the phone each week, only to get the runaround. My bill is due tomorrow, and I cannot afford to lose another $600+ on what I firmly believe are unfair and incorrect charges.
I need urgent assistance to:
Remove the incorrect roaming charges.
Issue the refund that was promised to me.
Ensure this does not continue happening when I travel.
user_7sgm1l
Visitor
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2 Messages
14 hours ago
To add to my original post, I want to say that my overall experience with Xfinity has been awful from the very start.
I originally switched for home internet, but I’ve dealt with weekly outages ever since. I usually don’t complain because I work in tech and understand issues happen, but I work from home and these outages constantly set me back.
On top of that, the mobile service is abysmal. Unless I’m connected to WiFi, my internet is painfully slow. I was also promised two pods that I never received—even though I got emails instructing me to connect them. When I went to the store, I was told it was a mistake. It’s clear the staff doesn’t even have accurate notes to go by. The lack of organization is unbelievable.
This roaming issue is really just the cherry on top of an already bad experience. The service is not affordable enough for me to “just put up with it,” and there’s nothing special about it to make it worth the frustration. At this point, I honestly just want to move on from Xfinity—it has been the worst experience I’ve ever had with a provider.
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XfinityChelseaB
Official Employee
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1.9K Messages
13 hours ago
Hello @user_7sgm1l, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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