international Roaming

Last year, a Xfinity sales representative contacted me by phone and encouraged me to purchase an iPad and add tablet service. After a lengthy conversation, I agreed to purchase the device and service primarily to support my wrestling team and to use while traveling to our family cabin in Canada.

During that sales conversation, I specifically discussed my intended use of the iPad while traveling. I was assured that the tablet service would function essentially the same as my three existing Xfinity Mobile lines. Based on that representation, I reasonably understood that the iPad would include the same unlimited talk, text, and data coverage available to me in the United States and Canada.

While currently on a family vacation in Canada, I was reviewing my email on Monday morning and noticed an email stating that I had accumulated more than $660 in roaming charges. I initially believed this had to be an error because I understood that my service included usage in Canada. Then further down I found another notification indicating that the roaming charges had increased to more than $1,600.

I immediately contacted Xfinity customer service. The first representative acknowledged that the amount was shocking but explained that she did not have the authority to resolve the matter. After approximately 50 minutes on hold, I spoke with a supervisor.

I explained the circumstances and asked what options were available. The supervisor reviewed the notes from the original sale and stated that because the notes did not specifically document a guarantee of service in Canada, the charges were considered valid and I would be responsible for paying them in full.

I found this response extremely disappointing. The absence of detailed notes in Xfinity’s internal system does not mean the conversation did not occur. I relied on the information provided by the sales representative when deciding to purchase the iPad and activate the service. At no time was it clearly explained that the tablet plan had different international roaming terms from my other Xfinity Mobile lines.

Had I been properly informed that using the iPad in Canada could result in charges of this magnitude, I would not have used the device or agreed to the service under those terms

After more than 35 years as a Comcast/Xfinity customer,  I have never been treated this way, with a supervisor calling me a liar and basically telling me too bad, pay the charges. I don’t believe I should have been charged these roaming fees and I believe they should be removed.