Severe Financial Hardship Caused by Misleading Employee Information Regarding Canadian Roaming — Immediate Waiver Required

To Whom It May Concern,

I am writing this to formally and firmly protest a major billing error caused entirely by the false and misleading instructions provided by an Xfinity employee. I demand an immediate and full investigation into this case and a complete waiver of the unauthorized charges.

Two months ago, after being a loyal customer of another carrier for over ten years, I decided to switch my entire family to Xfinity. I opened five lines in total: three mobile lines and two tablet lines. While the activation process took a significant amount of time, we appreciated the representative's assistance. Before concluding the session, we explicitly asked a crucial question: "We travel to Canada frequently. Will our service roam automatically there, or will we be subject to additional fees?"

The representative looked us in the eye and explicitly stated—with absolute certainty—that because ALL of our lines were on unlimited plans, automatic roaming was fully covered in Canada, and we would absolutely not be charged any extra fees. >
Relying entirely on this official assurance, we traveled to Canada last month. On the second day of our trip, we were shocked to discover that one of my children's tablet lines had suddenly racked up $400 in roaming charges. Due to the severely slow data speeds in that area of Canada, Xfinity's warning text notifications were delayed. The moment we saw the notification the following morning, we immediately stopped using the device and contacted customer support.

During that phone call, I spent hours trying to resolve this. The representative claims they spoke to a manager and higher-ups, but they flatly refused to provide any credit or waiver, insisting that I must pay the full amount. This is entirely unacceptable.

A $400 charge may seem insignificant to a massive corporation like Xfinity, but to my family, it is a massive financial burden. More importantly, we would NEVER have made this mistake if your representative had not given us such definitively false information during activation. We acted in good faith based on instructions from an official Xfinity employee. My family should not have to pay the price for Xfinity's poor employee training and misinformation.

I am post this here because I expect an official moderator or support administrator with proper authority to review this dispute, acknowledge the employee error, and reverse this unfair $400 charge immediately.

I look forward to your prompt response and a swift resolution to this matter.

Account Holder: [Edit: Removed Personal Information]