1 Message
Roaming
Please advise. URGENT
I have communicated this issue with a phone representative twice, a chat representative, and in person at my local Xfinity Store.
While on a cruise last month, we purchased the wi-fi plan through the cruise line, because my daughter had some school work to finish up. She accidentally fell asleep with the phone connected. Initially we were not concerned because we had purchased the wi-fi plan. Once we returned to the service area, notifications began to pour in on my phone (which was turned off as to not incur charges) regarding international roaming charges. No notifications were received by my daughter's phone that was creating the charges, but that would have been incredibly helpful and would have eliminated this situation.
My initial call to a representative assured me that an appeal would be made and that I would be updated within 7 days. I have not received any update. She explained that the signal would jump between whichever was stronger the wi-fi or cellular. That would have been helpful information prior to this.
My second call to a representative offered me a $20 credit and a payment plan to pay the over $3000 bill. ($2000 in call charges and another $1000 in taxes and fees.) I am not in a position to cover such cost even if it was broken up into monthly payments.
My third attempt was in person at our local store and the representative added noted to my account and stated he would get back to me. I still have not heard from him.
My latest attempt was with a chat representative that said a dedicated team would look into the matter and decide a credit amount and I would receive an email within 24 hours. I still have not received any communication.
At this point I am panicked that a withdraw of over $3000 will be deducted from my account next week. I cannot accept that an accident such as this will cost me this incredible amount of money. I am respectfully asking for the charges of the one accidental overnight phone call to be removed from my statement as well as any extra taxes and fees. We are longtime Xfinity customers and I am hopeful that some grace will be extended to us for our error.
Please respond so that I may stop losing sleep over this.
Sincere thanks,
Lisa [Edited: "Personal Information"]
XfinityPaula
Official Employee
•
1.4K Messages
3 months ago
Hello user_h7bme2. I'm sorry to read of the issues you have had with the mobile charges on the account and not being able to have the matter settled after attempting to work with our teams multiple times. I know how vital it is to have this addressed asap, and I'm happy to help out and get us in contact with our amazing mobile peers for help.
Please send us a direct message with your name and service address. From there we can complete verification and work with our mobile peers to have the charges investigated.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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