Visitor
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2 Messages
Global Travel Pass Not Working — Incorrect Charges and Unacceptable Customer Support
I am extremely frustrated with the ongoing Global Travel Pass issue on both the Xfinity app and the Xfinity website. The feature has not been working properly since early February. I reported this problem at that time and was told it would be resolved within 8–10 business days. It has now been well beyond that timeframe, and I have received no updates from Xfinity Mobile.
Worse, I am being charged for the Global Travel Pass even though it is not working and not being used. When I called customer service today to follow up, the agent was unable to provide any solution and then abruptly disconnected the call. That is completely unacceptable.
I need this issue escalated and resolved immediately, and I also expect a correction for the incorrect charges. This is not an acceptable level of service for a long-time customer.
Accepted Solution
XfinityQuemekia
Official Employee
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985 Messages
22 days ago
I am incredibly sorry for that disconnected call, @user_vryk1u that is far from the experience we want you to have. I completely validate your frustration, as being billed for a service that isn't working, especially without any updates is simply not acceptable.
Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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