Visitor
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1 Message
Request for Billing Review - Global Travel Pass Charges in Guatemala
I contacted Xfinity before and during my trip to Guatemala. A representative confirmed that Global Pass was active on my line, instructed me to keep data roaming enabled, and told me not to worry about additional charges. I have screenshots of the conversation. I was later charged approximately $200 in roaming charges and was only offered a $60 credit. I am requesting a review of my case because I relied on the information provided by Xfinity support. I was told even if they lied that was my problem and not theirs.
XfinityRay
Official Employee
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4.5K Messages
12 hours ago
Hi, @user_4tgr8c! Guatemala looks beautiful! I hope you had a nice time on your trip! We are happy to check further on the roaming charges. This link shows more information about the Global Travel Pass and has a link to search any country you are traveling to so you can ensure you are covered, https://www.xfinity.com/support/articles/global-travel-pass.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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