Salesman Misrepresented International Mobile Plan resulting in International Charges

Hi,

 

I am writing you to dispute a recent international charge I was hit with.

 

To start off, back in April I called just to discuss recent promotions on my internet service. In our discussion Xfinity Mobile was brought up as part of the promotion. I travel between the USA and Canada often so I asked if unlimited text and data was included in this international plan and I was told yes. I was still unsure about it because when I looked into it previously, it didn’t make sense but now it seemed to. I asked many times to make sure both unlimited text and data was included in the unlimited plan and I was reassured yes each time.  It seemed like everything was covered so I switched over to Xfinity Mobile. 

 

All seemed fine at first until I took my first trip to Canda on 6/22. I entered into Canda on 6/22 @ 12:11am and was greeted with a Welcome to Canada Text Message. In that text message it states that my plan included unlimited talk, text and data in 215 countries including Canda. First 10 GB will be high speed and then it will lower to 12 Mbps… still great fir browsing, messaging & streaming. Great, this is the same text I received from previous provide so I should be in good shape.

 

I believe around 1:00am my wife decided to open the Ipad to start streaming a show. The Ipad has cellular and is on the same plan as my phone and watch which should all be on the unlimited international plan I signed up for. She was greeted with the same Welcome to Canada text message that I received on my phone so another piece of reassurance that I’m covered. Well at 4:30am I received another Xfinity text message on both my phone and Ipad that quickly made me aware I certainly was not in great shape. The text I received at 4:30am stated roaming charges of $104.30 will be added to my next bill and to use WIFI or get an International Plan to avoid this. I immediately turned off roaming on both my phone (which meant no GPS) and Ipad to ensure I did not acquire any charges until I got this all sorted out. Thankfully I knew roughly where I needed to go in Canada but certainly not ideal driving in another country without it.

 

I made it to my destination after driving for 15 hours and knew I wouldn’t be able to sleep until this was resolved. I put a phone call into Xfinity around 7:00am to figure out what is going on. The representative needed to send me a text to confirm who I am and I told him I’m not turning on roaming if I’m getting charged for it. He was admit I needed to turn it back on or jump on WIFI to confirm who I am so I jumped on the WIFI. At 7:04am when I had service again I got flooded with (6) more Xfinity text messages which now say I owe $702.39 in roaming fees instead of the $104.30. All texts below for your reference. Obviously I was upset to see all of this because I made sure from the get go I had an international plan. The representative that I was talking to said something wasn’t set right and he added the Canada plan to my account but ultimately the issue was that the Ipad which I guess can’t be used in Canada. I told him I was concerned about this from the get go and said I probably has a salesperson who didn’t fully understand or didn’t explain things clearly to me which is exactly the issue. I was not made aware my Ipad was not included in the international plan. He reassured my well over 10 times to not worry about it and I will receive a credit to my account but it will take 7-10 days.

 

I followed again on 6/25 to see if there was an update. I walked the Xfinity representative again through everything and he said the previous representative didn’t so something correctly but ultimately as long as it says international plan included on my app, I will be seeing a full credit in 7-10 days. Again I was reassured multiple times I would be getting a full credit. He did make me aware my Ipad cannot be used in Canada and Xfinity doesn’t even offer the chance to be able to pay more to include it which again is all news to me because it was supposed to be included on my account.

 

On 7/17 looked at my account again and I still have yet to receive a credit so I went into the Xfinity store in Oak Brook, IL. I explained the situation again to the representative at the store where they had me do a facetime chat with another representative to explain the situation due to the larger amount. I explained yet again to representative I was asked to face time with and said she could offer me a $200 credit. I explained that I was reassured by other representative that I would receive a full refund. At that time I kindly asked if I could talk with a manager of hers which is when she directed me to the store manager Arthur.

 

Arthur, (who is absolutely fantastic) had me explain my situation again to him to see how he could help. He explained that the representative on the face time is only allowed to provide a max credit of ($200) and he would need to write up a ticket on his end to see if he could assist. He did agree with me that I should receive a full refund especially with all that I have gone through to this point. He explained he was going to send an email or ticket in and to check in early next week since it was Friday.  

 

I checked in with Arthur again on 7/21 and he said he didn’t hear anything back but will try something else to try to do everything he can on his end. He ask I try to write as well to see if we can get this to the correct person. As we sit today, my account still shows that I am supposed to pay the additional roaming charges of $507.17 on my next payment on 8/5

 

I have a few issues with this entire situation which I spell out below:

 

• First I strongly feel like I was mis sold a product by the original salesperson and I did everything in my power to make sure it was correct but really wasn’t.
• I also have an issue with the delay in the roaming texts. Based on my quick math, 30 minutes after we started using the Ipad is when I should’ve received the first text message, not 3.5 hours later. I was not in an area where we didn’t have cell service for 3.5 hours (obviously because my wife was streaming shows) so I am not sure why it took so long for us to receive those texts.
• Lastly, I have been told I will receive a full refund from many people but continually get let down.

That said, I strongly feel I should receive a full refund and would like to give you one last opportunity to resolve this correctly. I do not want to file a complaint but feel like I am currently at an impasse and don't have a choice. 

 

I look forward to hearing from you further and appreciate you taking the time to read through all of this.