3 Messages
International roaming charges- I was promised that the charges will be waived multiple times but still appear on my bill.
My bill shows $2769.92 in international roaming charges. I have 3 lines with Xfinity and enabled global pass on all three lines before travelling internationally. We travelled to Maldives, It appears that the phones downloaded emails in the background when we were in transit from Maldives airport to hotel through local see planes and we had no access to phones until we reached the hotel. we received text messages saying that we are being charged hundreds of dollars of roaming charges, we immediately contacted customer service agent and put all phones in airplane mode and turned off roaming. The customer service agent told us not to worry and all roaming charges will be waived and helped us to make sure all phones have roaming turned off. After returning to the US, we saw the bill for $2769.92 and contacted the customer service again. The customer service agent told us that the charges will be waived and our account will reflect the adjusted amount within 24 hours but never did. We contacted the Xfinity customer service several times again, spent hours speaking with the customer service agents explaining the issue and the fact pattern, they say the understand but unable to resolve issue. Now the agents say the can offer a payment plan but cant waive the charges. I hope someone with the authority can look into this and help resolve
XfinityJustinC
Official Employee
•
1K Messages
1 month ago
Hello @user_prb16r thank you for taking time to create a post. I would be concerned as well with a $2769 mobile bill, and looking for assistance as well. From experience, I know that a credit of that magnitude may need to be approved by leadership and can take longer than the 24 hours you had mentioned was provided previously.
I would definitely like to investigate the credit further, and see if there are any updates or if we would need to get a new request submitted. Since I will need to gather some information to locate and authenticate your account, and we don't want that in our public conversation. When you have time please send a direct message -
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
1
0
XfinityChelseaB
Official Employee
•
1.5K Messages
1 month ago
@user_prb16r, I'm so happy we were able to get you taken care of. If you need anything in the future please feel free to make another post and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your night and stay safe.
0
0