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Saturday, August 31st, 2024 9:34 PM

I have been promised a reversal of roaming charges but the charges still appear on my bill

I added a phone to my account for my son and added the Global Travel Pass at the same time.  The agent in the store who set up the phone line and the Global Travel Pass confirmed that the countries to which my son was traveling would be covered under the Global Travel Pass, thereby costing only $10 per day.  We double-checked the list of five countries with the agent.  On July 9, I got several text messages indicating that there were hundreds of dollars in roaming charges coming through as a result of my son's phone usage.  Within seconds of receiving those text messages, I called Xfinity and suspended that phone line completely.  Since that time, I have had numerous Xfinity agents (agents in the Miami store, on the phone, via messaging, and in the Center of Excellence) review this matter and promise that I would not be responsible for the charges.  They acknowledge that since the original agent made a mistake, I would not be responsible for that mistake.  More recently, other agents are telling me that the refund was denied but "they are still working on it."  It has been nearly eight weeks.  When can I expect this to be resolved?

Official Employee

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1.6K Messages

1 month ago

Good afternoon and happy Labor Day @user_qybhdg! We appreciate you reaching out on our Community Forums and are sorry to hear about the frustrating experience with your Global Travel Pass. I completely understand your frustrations and assure you that our team is here to help how we can. We'd be happy to review your refund request and if needed, we can get a ticket submitted over to our dedicated Executive Mobile team for further assistance. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further! 

5 Messages

Hello.  I would be glad to send a direct message, but I do not see a "direct message chat" icon as you describe.  Please provide instructions or a photo where to find it.  I am signed in.  Thank you. 

5 Messages

@user_qybhdg​ Oh, never mind - I found it. 

5 Messages

1 month ago

Very grateful to Xfinity management in finally resolving this issue. After enduring many weeks of getting promises from various agents who were unable to follow through, the right person with the right level of authority finally stepped in to understand the issue and get it resolved quickly and properly. Thank you!

Official Employee

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842 Messages

 

user_qybhdg We are happy we were able to assist you, please reach out to us agian if you have any other concerns we can help with. 

 

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