Visitor
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3 Messages
URGENT: Excessive Roaming Charges
Hello,
I am writing to formally dispute an excessive and unconscionable roaming charge of $14,974.99 USD generated by an iPad on my account while in Mexico.
I was never informed that this specific device was ineligible for standard roaming coverage or that it would generate 'pay-as-you-go' charges at such an extreme rate. Most importantly, I did not receive any real-time alerts, SMS, or email warnings notifying me that the data usage had reached these levels.
A charge of nearly $15,000 USD on a consumer account without prior notification or an automatic line suspension for unusual activity is a failure in Xfinity’s billing and notification systems.
I am requesting an immediate investigation and an escalation of this case to the Executive Resolution Team. I am looking for a fair resolution to correct this error. Please note that I am prepared to escalate this matter to the FCC and other regulatory bodies if this is not resolved promptly.
I look forward to your response to handle this via private message.
Thank you."
XfinityFrank
Official Employee
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2K Messages
1 day ago
Hi there, @user_8kmfcq! Thanks for reaching out to us here on the Community Forum. We can assist in investigating the roaming charges you incurred on your iPad. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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