Visitor
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3 Messages
Dispute of International Roaming Charges - Account [Edited] - Misleading Information from Representatives
To Whom It May Concern,
I am writing to formally dispute the international roaming charges totaling approximately $847.34 on my Xfinity Mobile account, [Edited: "Personal Information"], for services incurred during my recent travel to France. These charges are a direct result of misleading and inaccurate information provided by multiple Xfinity Mobile customer service representatives and supervisors.
Upon arriving in France, I contacted Xfinity Mobile via the in-app text chat on 7/6/2025 to ensure I had appropriate international service for my two lines. The initial representative advised me to activate the Global Pass, which I promptly did to manage my international usage and costs.
Three days later, on 7/9/2025, I again contacted Xfinity Mobile because I was not utilizing the full data allowance of the Global Pass. During this interaction, a representative explicitly advised me to switch to a "pay-as-you-go" plan, stating it would be a cheaper option for my usage patterns. I relied on this professional advice and switched as instructed.
Shockingly, within 24 hours of switching, I received an email notification of a $350 roaming charge. I immediately contacted Xfinity Mobile, and over the subsequent days, spoke with numerous representatives (Andrima, Mr, Stanley, Sawdesh, Sourabh) and multiple supervisors. Each and every one of them assured me that the charges were an error, that they were being investigated, and that they would be removed from my bill providing a ticket #[Edited: "Personal Information"]. I was repeatedly told not to worry, and based on these explicit assurances from your staff, I continued to use my phone sparingly, believing the issue was being handled internally.
Despite these repeated assurances, the charges continued to accumulate daily, with my bill now standing at nearly $847.34. Most recently, when I called to follow up, I was informed that the full charges cannot be removed, and was instead offered a mere $150 credit. This offer is unacceptable and directly contradicts the repeated assurances I received from your representatives and supervisors that the$847.34 would be removed. It further demonstrates a clear pattern of misinformation and a failure to honor commitments made by your own staff.
This situation is unacceptable. I acted in good faith, proactively sought guidance from your customer service, and diligently followed the instructions provided by your representatives. I was then repeatedly lied to and misled by multiple Xfinity Mobile personnel, including supervisors, who guaranteed the charges would be removed. I have documented records, including screenshots of text messages from the xfinity app, as well as a call on 7/20/2025 confirming these interactions and the false assurances I received.
I request a full and immediate credit for all disputed international roaming charges, as they are a direct consequence of your representatives' misleading advice and subsequent false promises. I should not be held responsible for charges incurred due to misinformation provided by Xfinity Mobile.
I expect a prompt resolution to this matter.
Sincerely,
[Edited: "Personal Information"]
XfinityKei
Official Employee
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1.7K Messages
2 days ago
@user_5djw6n This is not the experience we want for you. I would reach out if I had bill concerns as well. Our team can help you with your Mobile bill concerns.
I have a link with the details of Global Travel pass and how it works here https://www.xfinity.com/support/articles/global-travel-pass. Global Travel Pass is currently available in over 215 destinations. You are automatically charged pay-as-you-go rates in countries where Global Travel Pass is not offered. Global Travel Pass does not cover usage on cruise ships or airplanes. Most Apple and Android devices can use free Wi-Fi networks to access data where Wi-Fi networks are available. Smartwatches and Tablets are not eligible devices for Global Travel Pass. Can you please direct message me your first and last name along with your full service address so that I can assist you further? Here's 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 "New message" (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.
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user_5djw6n
Visitor
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3 Messages
2 days ago
Today, 7/23/2025 I spoke with a representative who claimed to be from the highest level of Xfinity Mobile support. I was informed that these charges will stand because I "changed the service." This response is entirely unacceptable and fundamentally misrepresents the situation.
Let me be absolutely clear: I did not change my service arbitrarily. I proactively contacted Xfinity Mobile because I wanted to manage my international usage efficiently. I was explicitly advised by an Xfinity representative to switch from the Global Pass to "pay-as-you-go" because it was presented as a "cheaper plan" for my usage, given my perception that I wasn't fully utilizing the 5GB Global Pass. I acted directly on this professional advice from your staff, believing I was making a more cost-effective choice.
This is not a case of me making an uninformed decision; it's a case of misleading information being provided by your own customer service. I relied on their expertise, and their advice led directly to these exorbitant and unforeseen charges. To now claim the charges are valid because I "changed the service" when that change was a direct recommendation from an Xfinity employee, under false pretenses of it being "cheaper," is simply unjust.
Furthermore, this recent stance directly contradicts the repeated assurances from multiple other representatives and supervisors who guaranteed me that these charges would be removed. I was told unequivocally, multiple times, not to worry about the bill before July 20th. Xfinity Mobile cannot, on one hand, provide incorrect advice and false promises, and then on the other, deny responsibility for the consequences.
I have been a loyal customer for years and have even referred others to Xfinity. I have patiently tried to resolve this amicably. However, Xfinity Mobile's current position is a disservice to customers and reflects deceptive business practices.
I reiterate my demand for the full and immediate removal of these $847.34 charges. If Xfinity Mobile continues to refuse to acknowledge the misleading information provided by its own staff and chooses to hold me responsible for charges incurred due to their negligence, I will have no option but to escalate this significantly through every available external channel, including the FCC, BBB, and legal counsel.
I expect a genuine attempt at resolution, not a blanket denial of responsibility. Please initiate a direct message to me to discuss this further.
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