Visitor
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1 Message
Waiver or roaming charges
To whom it may concern,
I am requesting that the roaming charges incurred on February 14-15, 2025, on my account be waived.
On September 21, 2024 I purchased the Global Travel Pass which I assumed would include Canada as it is called the "Global" travel pass. Apparently, as of July 16th, 2025 the Global Travel Pass no longer includes Canada or Mexico which should have been communicated clearly. A text is not nearly adequate in order to avoid this current situation.
I travelled to Vancouver, Canada on February 14, 2026, and saw a text from xfinity on February 15th that at least $432.66 had been incurred because I was not on the Mexico and Canada Plan.
I reached out to customer service via the xfinity chat and my request was denied.
I am requesting a waiver of these charges because I thought that Global actually meant Global and selected that plan and was not adequately notified that it no longer included Canada / Mexico travel.
I have been a very loyal customer of Xfinity Mobile for many years and now am considering changing my service provider because of this.
I am asking for you to please waive these roaming charges. Thank you for your attention to this concern, any assistance is much appreciated.
P.S. If this request is unfortunately denied, please advise to where I may escalate this concern.
XfinityShawn
Official Employee
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2.2K Messages
4 hours ago
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