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Excessive Roamimg Charges, over $9,000, while on Alaskan cruise
Hi,
To the Xfinity Mobile Escalations and Billing Dispute Department,
To the Xfinity Mobile Escalations and Billing Dispute Department,
I am writing to formally dispute the international charges totaling over $9,000 on my recent and last billing cycles. These exorbitant fees occurred while my family and I were traveling on a cruise ship. My device connected to a high-cost maritime satellite roaming network without my active knowledge or intent.
My current invoice provides no transparency, listing only a lump sum for "international charges" without any contextual data.
I am formally requesting the following actions:
- Provision of Itemized Usage Records: Please immediately provide a complete, Itemized Usage Call Detail Record (CDR) for the two billing periods. This must include the exact dates, timestamps, megabytes consumed, and the specific roaming network operator codes (MCC/MNC) responsible for generating these charges.
- Account Review for Bill Shock Relief: I request that Xfinity Mobile elevate this case to an executive billing manager to review this catastrophic "bill shock." I am asking for a waiver of these accidental data fees, or the retroactive application of a flat-rate roaming package to cover this billing cycle. On June 1, 2026, I received a text alert message stating that I could add the Canada/Mexico plan for $5/month AND that if excessive roaming charges were occurring that data roaming features would be disabled. I then received no further notifications of any data usage and only learned about this when the $9,052 were added to my June bill and over $400 added to my July bill.
Please keep my mobile service fully active and refrain from suspending my line while this billing dispute is under formal investigation. I have already escalated this issue to a customer service manager on both your Facebook messenger platform and by calling directly and have been given the run around. I look forward to your prompt response and to immediately having these charges removed from my account.
Sincerely,
Very upset loyal customer
No Responses!