Visitor
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1 Message
Unresloved charges and billing issues
To Whom It May Concern,
I am writing to formally file a complaint regarding ongoing and unresolved international roaming charges on my Xfinity account. Despite multiple phone calls, repeated assurances from your representatives, and my long-standing relationship with Xfinity, this issue remains unresolved months later. I am extremely disappointed by the handling of this matter and am requesting immediate corrective action.
Prior to traveling to Sicily in September, I contacted Xfinity specifically to ensure that my mobile service would function properly overseas and to avoid any unexpected charges. During that call, I clearly explained that I would be traveling internationally and asked whether I needed to purchase or install an eSIM card for my phone. The Xfinity representative I spoke with explicitly told me that I did not need an eSIM and that, based on the plan I already had, I would be covered and would not incur additional charges. I relied on this information in good faith.
A few days after arriving in Sicily, I received a notification stating that I was being charged roaming fees. Concerned, I immediately contacted Xfinity customer support from abroad. I explained the situation in detail, including what I had been told prior to my trip. During that call, I was assured that the roaming charges were an error, that they would be cleared, and that I should not worry about them. Based on this reassurance, I continued my trip believing the matter had been resolved.
When I returned home in October, I discovered that roaming charges had in fact been applied to my account and charged directly to my credit card. Once again, I contacted Xfinity to address this issue. I was told that the charges would be fixed and that I should not worry, as they would be removed. Trusting that the situation was finally corrected, I waited for the next billing cycle.
Unfortunately, on the following month’s bill, I was charged again. At that point, I contacted Xfinity yet again to dispute the charges appearing on my credit card statement. During this call, the representative stated that $200 would be taken off my bill. I questioned this response, as I had previously been told multiple times that the roaming charges would be completely cleared, not partially offset. I explained that this was not what I had been promised and requested to speak with a manager.
I was then transferred to a manager who identified herself as Jazzy. During our conversation, she informed me that the $200 credit was “no longer on the table,” a statement I found both unprofessional and troubling. I was not negotiating or bargaining; I was simply asking that Xfinity honor the commitments made by its own representatives. I requested that she review the recorded calls, which I was told were available, to verify what I had been promised. Jazzy stated that she would review the recordings and contact me with her findings.
That conversation took place over three weeks ago. To date, I have received no follow-up, no explanation, and no resolution. I have heard nothing from Jazzy or anyone else at Xfinity. This lack of communication is unacceptable, especially given the number of times I have contacted your company and the length of time this issue has been ongoing.
I want to emphasize that I am not a new or occasional customer. I have been with Xfinity for as long as the company has been in business, and I have consistently been told that I am a valued customer and a Diamond Member. However, the way this situation has been handled does not reflect that claim. Being repeatedly given incorrect information, charged despite assurances to the contrary, and then ignored entirely is not how a loyal customer should be treated.
This issue exists solely because I followed the advice provided by an Xfinity representative before my trip. Had I been correctly informed, I would have taken the necessary steps to avoid roaming charges. Instead, I relied on inaccurate guidance, and I am now being held financially responsible for an error that was not mine.
At this point, I am requesting the following:
1. A full removal of all international roaming charges related to my September trip to Sicily.
2. A refund of any amounts already charged to my credit card for those roaming fees.
3. Written confirmation that this issue has been fully resolved.
4. A review of the customer service interactions involved to prevent this from happening to other customers.
I am asking that this matter be handled promptly and professionally. I should not have to continue making repeated calls to correct an issue that should have been resolved months ago. I expect Xfinity to honor the statements made by its representatives and to treat long-term customers with fairness and respect.
Please contact me as soon as possible to confirm that this issue is being addressed. I appreciate your immediate attention to this matter and look forward to a prompt resolution.
Sincerely,
[Edited- Personal Identifiable Information]
XfinityAlyssaA
Official Employee
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2.3K Messages
2 hours ago
Good evening @user_16eecb and thank you for reaching out with your international roaming charge issues and sharing your experience, we appreciate it. I'm sorry to hear about the frustrating experience, this is definitely not how we want our customers to feel. We're happy to help have your charges reviewed further and your experience investigated. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
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