Request for Review of Accidental International Roaming Charges

Hello Xfinity Mobile Support,

I’m reaching out regarding the international data roaming charges that were recently added to my line.

I was not aware that my Xfinity line was using international roaming data. Before traveling, I purchased a third-party travel eSIM through Holafly specifically so that I would not use Xfinity’s international data. I had the Holafly eSIM selected for cellular data on my phone, so I believed that all of the data I was using was going through Holafly.

Unfortunately, I did not realize that I also needed to turn off the Data Roaming setting specifically for my Xfinity line. Because of that, my Xfinity line apparently used roaming data without me realizing it. As soon as I received the alerts and understood what was happening, I turned Data Roaming off and then disabled the Xfinity line completely to prevent any additional charges.

The roaming usage was completely unintentional, and I would not have knowingly used Xfinity international data at these rates since I had already purchased a separate travel data plan for this exact reason.

I understand that the roaming occurred on my line, but given the circumstances, I would greatly appreciate it if you could review the charges and consider providing a one-time courtesy adjustment or credit. I would also appreciate confirmation of the total roaming charges and the dates/times when the data usage occurred.

Thank you very much for taking the time to review this. I appreciate any assistance you can provide.

Best,
Richard