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voicefia
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Saturday, January 4th, 2025 3:01 AM

Wrongfully charged for global pass despite not using it.

I have been charged 490 USD for having global pass on but not using it. Data roaming and mobile data has always been off on the phone. Despite that I have been charged for it almost everyday being abroad. Xfinity can’t seem to give me a straight answer about the data charges. I would assume that if all mobile data is off and roaming is off the phone couldn’t possible use any data. 
Also in the global pass FAQ it states that data roaming has to be on to activate the global pass. It has always been off so that makes no sense.

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2 days ago

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XfinityTony

Official Employee

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1.2K Messages

5 days ago

@voicefia, hello! Thank you for reaching out to us. Have you tried restarting your phone after toggling international roaming? Often times, just turning it off isn't enough. Also, can you make sure there isn't a roaming option under cellular data and calls/texts?

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dianatav

Visitor

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1 Message

I have a same problem, got charge 300 USD for  it nothing, I  called Xfinity support back then ( 4 different times), in November 2024 they closed the global pass for my husband number not for me when I requested for both of us. FYI not of our phone have data roaming off we never turn it on even when we are in US 

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4 days ago

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XfinityBillie

Official Employee

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2.9K Messages

@dianatav Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand that you were disputing some Global Travel pass charges. I can understand how stressful it would be to be billed for something you had requested be closed. Our team would love to look into this concern further and see if anything more can be done. Please send us a DM to Xfinity Support with your full name and address to get started.

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2 days ago

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DaveO3

Problem Solver

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761 Messages

4 days ago

Ouch! That hurts. It sounds like XM is claiming that we the consumer need to power off then on, and maybe even be on WiFi, to enable or disable data roaming internationally?

To help all of us understand and avoid unexpected charges, I am going to ask several questions:

1.) What phone are you using and did you have the latest software?

2.) Did you ever power off and on your phone? Especially after disabling Data Roaming?

3.) Did you have WiFi Calling enabled, and did you use it?

4.) Did you screen ever show any carrier names? Or just no service for your XM line?

5.) Did you get any Global Travel Pass texts?

6.) Have you gone into the billing detail for your line and looked at each call and each text etc. (the meta data) which might show where XM attempted to text you each day for the GTP?

Think about the above questions and anything else that might help us all, so that we can avoid the problem?

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