I need help with Xfinity Mobile Executive Resolutions - [Edited]

This issue has not been resolved. No one has answered my emails since late April despite a promise to get back to me. See exchange below.

Margaret [Edited: "Personal Information"]

Peggy [Edited: "Personal Information"] <[Edited: "Personal Information"]>Xfinity Mobile Executive Resolutions - [Edited: "Personal Information"] <[Edited: "Personal Information"]>Tue, Jul 1, 2025 at 6:35 PM

To: Xfinity Mobile <Xfinity_Mobile@comcast.com>

Can somebody please answer me???

Peggy [Edited: "Personal Information"]

On Mon, Jun 23, 2025 at 11:05 AM Peggy [Edited: "Personal Information"] <[Edited: "Personal Information"]> wrote:

See messages below. I am still waiting for resolution of 57 erroneous charges for Global Travel Passes, $570,for last quarter of 2024. When can I expect to hear from you?

Even if you can't figure out what went wrong on your end, at my end, I have been charged for 57 GTPs that were neveractivated AND for which the phone user received NO TEXT MESSAGES that GTP was active.

We have already resolved the January-March 2025 errors. Please fix the rest.

Margaret [Edited: "Personal Information"]

On Mon, Jun 16, 2025 at 7:09 AM Peggy [Edited: "Personal Information"] wrote:I am forwarding my message from June 2 about

Xfinity Mobile Executive Resolutions - [Edited: "Personal Information"]

When can I expect to see this resolved? I started this process in April 2025.

Margaret [Edited: "Personal Information"]

On Mon, Jun 2, 2025 at 12:15 PM Peggy [Edited: "Personal Information"] wrote:

Hello,

Here are the details of my original message about errors in overcharging GTP by billing cycle and what has beenresolved to date. Red indicates total overcharges (passes and $$) per billing cycle, blue indicates billing cycles with refunds already done.

By my count, I am still owed a $570 refund. When can I expect resolution of this?

Even if it hasn't been possible to figure out what caused the errors in GTP charges at your end yet, I am still oweda refund.

October 24-November 23 2024 billing interval: No passes used Charged for 28 GTP Overcharge: 28 passes, $280

November 24-December 23 2024 billing interval: Six passes used Charged for 26 passes Overcharge: 20 passes, $200

December 23 2024 to January 23 2025 Four passes used: 1/6, 1/7, 1/8, 1/10 (see text messages later indocument) Charged for 13 passes Overcharge: 9 passes, $90

January 23-February 23 2025 No passes used Charged for 27 GTP Overcharge: 27 passes, $270

February 23 2025 to today Two passes used: 2/26, 3/5 Charged for 11 passes Overcharge: 9 passes, $90

TOTAL OVERCHARGE TO DATE: 93 passes $930 Refunded to date: 36 passes, $360 Need resolution:57 passes, $570

Regards,

Margaret

On Mon, May 5, 2025 at 1:11 PM Peggy [Edited: "Personal Information"] wrote:

Thanks for the update. I am looking forward to a successful resolution. I just don't see how I am required to payfor GTPs not used and with no text notifications.

I will be away May 13-25, 2025, using GTP in Japan for the 7719 line. I will have limited access to email during that time.

Thanks

Margaret

On Mon, Apr 28, 2025 at 6:17 AM Xfinity Mobile <Xfinity_Mobile@comcast.com> wrote:

Hello Margaret,

I hope all is well. As we understand the frustration with the charges, we are hoping for an updatetoday from our usage team as we are unable to see any usage activity for those previousstatements due to certain system limitations. I will provide you with an update when they respond. We made sure to provide all information you have provided. We apologize for any inconvenience and delay in this resolution.

Sincerely,

Shauna H.

Xfinity Mobile Executive Resolutions

This communication is only for the use of the intended recipient and may contain information that is privileged, confidential or otherwiseprotected from disclosure. If you are not the intended recipient or the employee or agent responsible for delivering this communicationto the intended recipient, you are hereby notified that any reading, distribution or copying of this communication is strictly prohibited. Ifyou have received this communication in error, please notify us by telephone and then destroy this communication in its entirety. Thank you.

From: Peggy [Edited: "Personal Information"]Sent: Friday, April 25, 2025 3:59 PMTo: Xfinity Mobile <Xfinity_Mobile@comcast.com>Subject: Re: [EXTERNAL] Re: Xfinity Mobile Executive Resolutions - [Edited: "Personal Information"]

The line was not being used.

What is most important to me: the vast majority of the GTP charges ("falso ones") came without ANY TEXT NOTIFICATIONS. The time GTPs were used, the normal text messages at the start, half-way through, andnear the end were received. I obviously expect to be charged for these. All the other GTP charges had no text notifications. That makes no sense to charge those.

Margaret [Edited: "Personal Information"]

On Mon, Apr 14, 2025 at 9:52 AM Xfinity Mobile <Xfinity_Mobile@comcast.com> wrote:

Hello,

You’re welcome, and this is what we are trying to determine what caused the charges if the linewas not being used. It may take some time but we should be able to receive an update soon. 

Sincerely,

Shauna H.

Xfinity Mobile Executive Resolutions

This communication is only for the use of the intended recipient and may contain information that is privileged, confidential orotherwise protected from disclosure. If you are not the intended recipient or the employee or agent responsible for delivering thiscommunication to the intended recipient, you are hereby notified that any reading, distribution or copying of this communication isstrictly prohibited. If you have received this communication in error, please notify us by telephone and then destroy thiscommunication in its entirety. Thank you.

From: Peggy [Edited: "Personal Information"]Sent: Monday, April 14, 2025 8:34 AMTo: Xfinity Mobile <Xfinity_Mobile@comcast.com>Subject: [EXTERNAL] Re: Xfinity Mobile Executive Resolutions - [Edited: "Personal Information"]

Thank you!

Again--the main point--many supposed GTPs with NO TEXT MESSAGES saying it had started (or ended). How can I be charged for these?

Margaret [Edited: "Personal Information"]

On Mon, Apr 14, 2025 at 9:18 AM Xfinity Mobile <Xfinity_Mobile@comcast.com> wrote:

Hello Margaret,

I hope all is well. I wanted to touch base with you and advise that we are still waiting on update for our request. As soon as we receive an update, we will let you know. Thanks once again for your patience.

Sincerely,

Shauna H.

Xfinity Mobile Executive Resolutions

This communication is only for the use of the intended recipient and may contain information that is privileged, confidential orotherwise protected from disclosure. If you are not the intended recipient or the employee or agent responsible for deliveringthis communication to the intended recipient, you are hereby notified that any reading, distribution or copying of thiscommunication is strictly prohibited. If you have received this communication in error, please notify us by telephone and thendestroy this communication in its entirety. Thank you.