Subject: Request for Refund of Unintended Usage Charges Dear Xfinity Mobile Customer Support Team, I hope this message finds y

**Dear Xfinity Mobile Customer Support Team,**

I hope this message finds you well. I am writing to formally request a refund for an unintended international usage charge of $279.61 incurred during my recent trip to Thailand.

While in Thailand, I had set up and intended to use a local eSIM for all mobile services. However, due to an oversight or technical issue, my Xfinity Mobile SIM was inadvertently used instead. This was not intentional, and I only discovered the charges upon reviewing my account.

I kindly ask you to review this situation and consider issuing a refund for the $279.61. As a loyal customer, I greatly value the services provided by Xfinity Mobile and trust that you will address this matter with understanding.

Thank you for your time and attention. I am happy to provide any additional information or documentation you may require to resolve this matter. Please let me know if you need further details or assistance.

I look forward to hearing from you soon.

Best regards,

[Edited: "Personal Information"]

Responses

XfinityJeniece

Official Employee

•

2.7K Messages

2 months ago

Hey there, user_1xi7g4, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile concerns. I hope you had a nice trip to Thailand. We would be happy to take a look at your Xfinity Mobile charges during the trip. I know how important it is to have a working phone while traveling abroad. You have reached the right place to get to the bottom of this issue!

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

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user_uplicp

1 Message

Don't hold your breath user_1xi7g4. I had a similar situation, but with an unintended data overage on my Xfinity mobile line in October 2024, which resulted in a charge of $273. Despite having no less than 3 very long chat sessions with what I hoped were real Xfinity support agents and being assured several times in writing in the first two chat sessions that the charge would be reversed by the due date in December, I only got a $10 credit and what amounted to a "sucks to be you" result in my last chat session. Oh, he did say that he escalated my issue and that I would be hearing from them via email but I haven't seen anything yet. The bill is now past due and I have no choice but to pay or have our mobile service suspended. Merry Christmas.

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2 months ago

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XfinityTony

Official Employee

•

1.3K Messages

@user_uplicp
Hi there. I am sorry to hear about your experience and would love an opportunity to look over your account to see if there is anything we can do. Please, send a DM to Xfinity Support with your full name and address to get started. Thank you.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•Click the "New message" (pencil and paper) icon

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

•Type your message in the text area near the bottom of the window

•Press Enter to send your message

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1 month ago

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user_1xi7g4

Subject: Request for Refund of Unintended Usage Charges Dear Xfinity Mobile Customer Support Team, I hope this message finds y

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user_1xi7g4

**Subject:** Request for Refund of Unintended Usage Charges **Dear Xfinity Mobile Customer Support Team,** I hope this message finds y

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Subject: Request for Refund of Unintended Usage Charges Dear Xfinity Mobile Customer Support Team, I hope this message finds y