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Disputing $337.72 Errant iPad Roaming Charges in Canada – Combined Account Notification Failure
Hello, I am writing to formally request assistance from a corporate employee to reverse $337.72 in international data roaming charges applied to my iPad line during a recent trip to Canada.
My iPad is on an official Unlimited Tablet plan, which is tied directly to my core mobile plan and billed together on the exact same monthly invoice. Upon crossing the border, I received an official automated welcome text message from Xfinity stating that my plan covered international fees in Canada. Because my lines share an identical billing structure and plan text alerts, I reasonably and logically understood that my entire account's data coverage extended north of the border.
Furthermore, Xfinity failed to provide any real-time data threshold warnings or pay-as-you-go disclosures while the data was actively being consumed. Instead, system usage alerts were heavily delayed by hours and poured in early in the morning while I was asleep, completely depriving me of the opportunity to mitigate the data usage or turn off roaming settings.
Compounding this issue, the $337.72 was automatically deducted from my bank account because my line is enrolled in Xfinity AutoPay. When I contacted a chat agent to dispute these errant charges, the agent claimed that because the bill had already been paid, it could no longer be reversed. This is a highly deceptive deflection. Xfinity's automated system forced the payment via AutoPay before the billing team could investigate it, and front-line agents are now using that automated deduction as a shield to deny a legitimate refund for a system notification failure.
Given the shared billing structure, the misleading welcome text, the delayed alerts, and the fact that Xfinity's own public forum representatives explicitly tell customers that iPads "work in Canada without extra roaming charges," I acted in total good faith on carrier guidance. I request that this be escalated to the Executive Resolution Team to completely remove the $337.72 roaming balance and issue a refund to my payment method. Thank you.
XfinityJeff
Official Employee
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1.4K Messages
1 day ago
Greetings @user_wsyndj, and thanks for reaching out to us on the Xfinity forums with your issue, I hope this message finds you well. I am sorry to hear about the issues you are having with the charges for roaming while in Canada, but you have come to the right place for assistance with this issue. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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