Unauthorized and unbelievable Data Roaming Charges Accruing in Japan

@XfinitySupport This is a formal complaint regarding unauthorized international roaming charges.

Background:

· Date: September 22 onward

· Location: Tokyo, Japan

· My Action: Purchased and activated a local Ubigi eSIM for data. Deactivated the Xfinity cellular line on my iPhone. Confirmed "Cellular Data Switching" was disabled.

· Issue: Incurred over $240 in data roaming charges within a short period without active usage.

The Problem:

The charges are a result of minimal background data/network signaling from my phone. As a customer, I took all recommended steps to prevent roaming usage. The fact that charges accrued regardless indicates a failure in your network's handling of deactivated eSIM profiles.

My Request:

1. Immediately disable international data roaming on my account at the network level.

2. Initiate a full review and reversal of these charges. I have evidence of my local data usage.

I have been unable to reach a live agent via phone from abroad. Please have your escalations team contact me directly via DM to resolve this matter promptly. Failure to address this may lead to a formal FTC complaint and escalation to executive customer care.

Responses

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XfinityBenjaminM

Official Employee

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2.6K Messages

2 months ago

user_uff632 Hello! Thank you for reaching out to us here on our Community Forum. We, unfortunately, would not be able to provide any support for how the third-party eSIM you purchased would perform or operate. We have a Global Travel Pass, which you can find here (https://www.xfinity.com/learn/mobile/plan/international). If you are looking to speak to someone from our Xfinity Mobile Support Team about charges, you will need to call them at (888) 936-4968. Also, it's important that you know we are not able to arrange a call to you. We are not able to contact anyone outside the country.

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user_uff632

Visitor

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2 Messages

It’s Xfinity who charged me the money not the third party. Please read my response carefully.

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26 days ago

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XfinityQue

Official Employee

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251 Messages

user_uff632, hi there. I understand. You are disputing the charges as they seem incorrect. I'd be honored to do a dive into your account and review the charges to further help you.

To move forward with your concern, please send us a direct message with your full name and service address. From there I can authenticate your account and assist you further.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" 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.

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24 days ago

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user_uff632

Unauthorized and unbelievable Data Roaming Charges Accruing in Japan

XfinityBenjaminM

user_uff632

XfinityQue

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