Visitor
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6 Messages
Erroneously charged for data use Global Travel Pass
The day before a left for Brazil for an 8-day trip, I called xfinity to add Global Travel Pass. A few different agents had trouble adding for some reason; finally an agent added it "manually" and said that if I was charged more than $10/day I should call when i got back and I'd get credited for the extra charge.
When I returned there was a $900 charge on my account. I called to get it removed. After hours of being transferred, disconnected, etc., I finally got hold of a supervisor who talked to her supervisor, and after an hour of discussing my case they decided I should to approve my credit for the whole charge minus $10/day for GTP. However, they said they couldn't actually remove the charge until the billing cycle was over. They said I should call if the $900 charge is still there when the billing cycle is over and the agent should see on my record that a supervisor-level agent approved the credit and they will be able to easily remove the charge.
(The policy is that data is provided at a certain speed until a certain amount is used for the day, and then it automatically slows down until the pass is renewed the next day. So you should not be able to use more than the max you get for $10 under GTP, even if you want to. Apparently, GTP failed to slow down the data speed when I hit the daily limit, so, having no way of knowing when I was hitting the limit, of course, nor knowing what speed it was, I just kept using it, and it never slowed down. )
The charge remained at the end of the billing cycle, so i called again, and the agent said they didn't see anything in my record about approving the credit, etc. I was on hold several times over several hours and eventually was told the most I could be credited was $590, so I was still going to be charged $280!!!! I'm sobbing with frustration and don't know what to do.
XfinityJanelle
Official Employee
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1.5K Messages
3 years ago
@user_7fdafe Thank you for reaching out on the Xfinity Community Forums. We thank you for being part of our XFINITY Mobile family. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media platforms, I do apologize.
We would suggest contacting our Mobile experts via one of the following methods:
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://comca.st/3y1ic3Z
Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you.
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user_7fdafe
Visitor
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6 Messages
3 years ago
I don’t know why you’re “confident “ they will be able to help me when my message made it clear that they have not been able to help me. Please help me understand the reason for your confidence.
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DaveO3
Problem Solver
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772 Messages
3 years ago
Per the Global Travel Pass FAQ you are instructed to log into your account to add GTPs to your line(s). Unfortunately it does not say that asking a phone support person to do this for you doesn’t work. Expensive lesson learned. I hope XM reimburses you and I hope that they train their support people appropriately so that others are not blindsided.
https://www.xfinity.com/mobile/support/article/global-travel-pass
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DaveO3
Problem Solver
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772 Messages
3 years ago
First, make sure that you’ve enabled international roaming on the phone that you’ll be traveling with and that you’ve contacted us to turn on international data for your Xfinity Mobile lines. You can add Global Travel Pass to any phone line through My Account via the Xfinity Mobile app or online. It’s best to do this before you travel abroad
Read the instructions above again! There are two steps, the second step is adding a GTP to a line.
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user_7fdafe
Visitor
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6 Messages
3 years ago
Wow Dave, your problem solving skills are unparalleled!
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user_052e92
Visitor
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2 Messages
3 years ago
Over 500.00 for 3 minutes off Airplane mode by accident going over Austria. I also had the international plan. Xfinity refusing to credit. This looks like this happens a lot with Xfinity. I travel more and more and going over seas in the next several months. Very worried and need to find another service. Xfinity Customer service is generic in their replies and they can easily see this was a error and it went back to normal after the mode got back on. 500.00 is complete fraud. I will be reporting to consumer agency, Xfinity Customer service takes several hours then they keep repeating the same text book error. They lost my first claim and nobody called me back.
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