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user_9d413d
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3 Messages

Friday, July 28th, 2023 6:48 PM

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Xfinity trying to charge me 200 dollars for forgetting to buy a Travel Pass

On my way to London I stopped at Canada for about 5 hours before getting my next flight. I didn’t realize that I needed a travel pass in Canada as I just quickly read I could use Xfinity mobile abroad BUT didn’t see the with a travel pass. Now I see a 200 dollar bill and they claim they can do nothing about it. I used PAYG for 2 days equivalent to a ten dollar Travel Pass. It is really regrettable as I have been a customer for over a year but this is how they treat customers. If I made to pay this amount that will surely bring an end to my time as an xfinity customer. 

Question

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Updated 

2 years ago

158

2

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XfinityThomasA

Official Employee

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2.4K Messages

2 years ago

Thank you for your feedback, @user_9d413d. Global Travel Pass allows you to pay a flat rate for unlimited calls and texts while abroad in over 170 covered countries. Global Travel Pass is $10 per day per line in over 170 covered countries or $5 per day per line in Mexico and Canada only. To dispute any charges incurred using Travel Pass please contact our expert Xfinity Mobile team members using one of these methods: 

Text Message: 888-936-4968
Phone: 888-936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

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user_9d413d

3 Messages

@XfinityThomasA​ Are you guys not reading before you reply? I mentioned that I forgot to buy a pass and accidentally used pay as you go. What use is a travel pass when I’ve already been billed? Please read and comprehend properly.

2 years ago

0

XfinityThomasA

Official Employee

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2.4K Messages

2 years ago

Forgetting to purchase the pass and accidentally using pay-as-you-go is unfortunate, @user_9d413d. This isn't what we want for anyone. And, I am sorry to learn this had happened to you. It's important to us that customers are aware of International Plans, and the contact methods for Xfinity Mobile support. Had you tried using all the above contact methods to get this issue resolved? 

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user_9d413d

3 Messages

@XfinityThomasA​ I have made every possible contact through calls and chats and I have been transferred to many different teams all to come to the conclusion that nothing can be done. I don’t believe a 200 dollar charge is fair for a one time mistake. I just want to pay the equivalent in travel passes, I don’t think I’m asking for much here.

2 years ago

0

XfinityThomasA

Official Employee

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2.4K Messages

I hear you, @user_9d413d. I am sure we can figure something out and work together toward a resolution. That is what we do best. Could you please send our team a direct message, so we can take a closer look?
To send a direct message: 
• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 
To expedite your request, please include your name, the account holder's name (if different), and the service address. Could you also include your mobile number in question as well as when this occurred? Thank you. 

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2 years ago

0

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