Escalate a Dispute on Roaming Fees in Canada

I am writing to ask for your help in resolving a dispute with the Xfinity Mobile call center regarding international data roaming charges to my iPad tablet during a short 12-hour trip to Canada to visit an ailing brother (who died), in early August 2026.

Prior to traveling, I called Xfinity Mobile customer service on July 25, 2026 specifically to ensure my iPhone, iPad, and Apple Watch had adequate international coverage. Following the representative's guidance, I upgraded my mobile services to Mobile Plus, costing an increase in my monthly bill. I was never informed that the iPad tablet would be billed for roaming charges, even after we reviewed all my devices and taking over 1 hour to discuss. In fact when I went to my local Xfinity store to inquire about the roaming charges and to ask about my roaming settings on my cell and iPad the employee did not know how to check the settings and had to ask help from other staff, eventually the manager came to help us.

I called the Xfinity mobile customer on 8/3/2026, 8/17/2026, 9/1/2026, 9/3/2026, 9/8/2026, 9/23/2026 and 9/28/2026 to discuss the roaming charges for my iPad. The representative and supervisor both agreed with my explanation on 9/3 & confirmed it on 9/8 when I called to follow up with a $500 credit adjustment applied to my account. I was told the remaining credit balance of $418.74 would be credited by the next billing cycle on 9/17/2026. After a few days waiting for the credit to appear I called Xfinity customer service to inquire about the credit that I was assured would be posted to my account. After a lengthy explanation of the situation to the agent, he said a supervisor on duty would not honor the $418.74 credit even though a previous supervisor had approved the entire $918.74 credit.  

The Xfinity agent explained to me that they have no record of my calling on 9/8, which I specifically asked the agents on 9/3 and 9/8 to enter notes into my record but it was not done. On the contrary, I have an email dated 9/8 that shows I gave Approval to Xfinity permission to open my account and review it and my Mobile account call usage list shows on 9/8 I had a 25 minute call with Xfinity. The Xfinity agent on 9/28 said the notes would have helped with the $418.74 credit. I called to his attention the fact that a $500 credit was issued following calls on 9/3 & 9/8 indicates the call center had recognized that I was unaware of the roaming charges and gave me the understanding. Certainly, as a retired CEO & Director of Administration for the Massachusetts Parole Board, I would not have intentionally and carelessly incurred the roaming charge when I simply could have made any necessary changes to my mobile account plan to avoid additional roaming charges during my call to Xfinity on July 25, 2026 when I upgraded my mobile service to include international coverage.

I relied on information from Xfinity representatives during calls on July 25 and during the dispute resolution on September 3rd and 8th, and I am requesting that the executive team review my account and help me fulfill the assurances of a credit of $418.74 on my mobile account. I have been a loyal, long-time customer of Comcast/Xfinity since mobile service was launched in 2017 and had switched to Xfinity service for my employer.  I have paid my bills on-time (even 2x in Sep), with no prior disputes and I have both my home cable/wi-fi and mobile bundled with Xfinity. Additionally, I purchased my devices from Xfinity including my iPhone 17 Pro, accessories, and the iPad for which I was charged the roaming fees.  I have warded off my friends’ and family’s urgence to switch to Verizon as I have faith we can resolve this matter. Again, I would appreciate your attention in helping me resolve this matter.

In the meantime, I assure you I shall continue to pay my regular monthly Xfinity mobile bill.  Thank you for your attention to this matter and I await your reply before taking any further action.