URGENT:Roaming Charge Dispute & Service Suspension – Request for Review and Restoration

I am writing regarding a serious billing and service issue on our Xfinity Mobile account.

On August 12, 2025, I called Xfinity Mobile customer service immediately after landing in Cancún, Mexico, because my phone displayed “No Service.” During that call, I clearly informed the representative that I was outside the country and needed help connecting to Wi-Fi. The representative walked me through my phone settings, and my service began working shortly afterward.

At no point did the representative warn me that the steps they guided me through would activate international roaming or incur additional charges. I had not used any data, calls, or roaming services before that call. Therefore, any roaming activity began only as a direct result of the representative’s guidance and failure to disclose international fees.

Xfinity has confirmed records of this three-minute call. Despite that, my account was later charged approximately $1,600 in international roaming fees, and all lines on the account were suspended until the balance is paid in full.

This situation has caused major hardship for my family. My father, is the account holder and a transportation driver who depends on his mobile service for navigation, dispatch, and client communication. The disconnection has disrupted his workflow, caused stress, and can lead to a loss of income.

We respectfully request the following:

1. A full review and removal of the $1,600 roaming charge, as it resulted from an agent error and lack of disclosure.
2. Immediate restoration of service for all lines on the account while this dispute is under review, due to the financial hardship and business impact it is causing.

Please confirm receipt of this message and provide a case number. I am happy to provide supporting documentation, including call logs showing the August 12 call and proof that Xfinity has confirmed it in their records.

Thank you for your attention and hopefully prompt assistance.