Xfinity Mobile Billing and Customer Service Complaint !

FORMAL NOTICE OF DISPUTE

I am submitting this complaint after months of unsuccessful attempts to resolve an Xfinity Mobile billing error involving more than $12,000 in international roaming charges, along with additional issues involving an Apple Watch shipment, interruption of my mobile service, restrictions placed on my account, and unacceptable customer service.

I have been an Xfinity customer whose account was routinely paid through automatic payments. I am extremely disappointed that after more than 15 calls, multiple escalation tickets, hours spent on the phone, two police reports/incident-report attempts, and multiple trips to an Xfinity store, I am still trying to resolve an issue that began with my attempt to responsibly prepare my account for international travel.

HOW THIS STARTED

Before leaving the United States for a family trip to Jamaica beginning June 28, 2026, I contacted Xfinity specifically to add international roaming/travel coverage to all four mobile lines on my account.

After returning from Jamaica, I received notice of unexpected international roaming charges. I immediately contacted Xfinity because I had called before traveling for the specific purpose of ensuring our lines were covered.

The representative reviewed my account and confirmed that he could see that I had called before the trip regarding international coverage. I was told that a dispute/ticket would be submitted and that I would receive follow-up communication.

That follow-up never came.

I called again, explained the entire situation again, and was once again told the matter was being handled.

Again, there was no resolution.

Since then, I estimate that I have contacted Xfinity more than 15 times regarding these roaming charges. I have spent hours at a time on the phone repeatedly explaining the same situation to different representatives.

I have been told that the charges were:

• disputed,

• escalated,

• under investigation,

• being reviewed by another department,

• associated with a ticket,

• awaiting adjustment, and

• expected to be removed during a future billing cycle.

Despite all of these assurances, the $12,000+ disputed balance remains on my account.

APPLE WATCH ISSUE

During one of my many calls attempting to resolve the roaming charges, an Xfinity representative offered me a promotion for a free Apple Watch, requiring me to pay only applicable taxes and shipping.

I agreed.

When the package arrived, I excitedly opened it only to discover that the box was empty. There was no Apple Watch inside.

This began an entirely separate ordeal.

I was instructed by Xfinity to contact the police and obtain documentation, which I did. An officer came to my home and initially provided an incident report because I could not personally prove at what point the watch disappeared from the shipment.

I submitted the documentation to Xfinity, but my claim was denied because Xfinity said the documentation was incorrect.

I then contacted the police again. I explained Xfinity's requirements, and an officer graciously agreed to prepare a police report. However, I was told it would take approximately 5–7 business days before the report would be available.

While I was waiting for the police report, Xfinity closed the claim because I had not submitted the report within its short submission window.

When I contacted Xfinity again, I was eventually told another claim could not be opened because more than 30 days had passed and that I should instead file a claim directly with FedEx.

I then attempted to follow Xfinity's instructions and file the claim with FedEx, only to discover that I could not file the shipping claim because I was not the sender—Xfinity was.

At that point, after spending so much time trying to resolve both issues, I temporarily gave up on the Apple Watch and focused my energy on the much more serious $12,000+ roaming dispute.

IN-PERSON ATTEMPTS TO RESOLVE THE BILLING DISPUTE

I eventually decided that calling Xfinity was getting me nowhere, so I went to an Xfinity store in person.

While there, I also attempted to activate a new phone I had purchased for my son. I was told that Xfinity could not activate the phone or make changes to my account because of the outstanding disputed balance.

I was then instructed to travel to another Xfinity location because I was told management there would be better equipped to address the disputed charges.

On September 19, 2026, I traveled to the Xfinity store at:

2000 Willowbrook Dr., Unit 1526
Houston, TX 77070

After once again explaining this entire situation, I was ultimately told that the store could not resolve the billing dispute at the store level and that I should use a computer in the store to speak with another customer-service/escalation department.

After everything I had already been through, I could not believe that after driving approximately 45 minutes to an Xfinity location for assistance, I was essentially being directed back to another remote customer-service representative.

I refused to leave without some meaningful attempt to help.

I eventually spoke with store manager Guillermo Lopez, who contacted/attempted to contact his management and told me he would email his manager with the details of my situation and follow up with me.

Mr. Lopez also assisted me with reopening the Apple Watch claim and uploading the photographs and police documentation.

I left hopeful that someone would finally take ownership of my situation.

SERVICE DISCONNECTION

On September 29, 2026, my mobile service was disconnected while these charges were still being disputed.

Once again, I had to call Xfinity and explain this entire situation.

The representative restored my service and placed a payment arrangement on the account through October 31, 2026, supposedly giving Xfinity additional time to resolve the disputed balance.

It is extremely troubling that my family's telephone service was disconnected because of a balance I had repeatedly disputed and had been trying for months to get Xfinity to investigate and correct.

OCTOBER 1 STORE EXPERIENCE

After emailing Mr. Lopez and not receiving the follow-up I expected regarding the roaming dispute, I returned to the Willowbrook store on October 1, 2026.

Unfortunately, this visit created another unacceptable customer-service experience.

After waiting to speak with Mr. Lopez, I expressed frustration regarding the lack of communication and assistance. During the interaction, another employee became argumentative with me.

Most concerning, the employee later walked around making comments to the effect of "you need to pay your bill."

That statement was humiliating, inappropriate, and made without any understanding of why the balance was on my account.

I was not in the store because I simply refused to pay my bill. My account historically had automatic payments, and I was there because Xfinity had placed more than $12,000 in disputed international roaming charges on my account that I had spent months attempting to correct.

A customer should not be publicly embarrassed or spoken to in that manner—particularly while seeking assistance with an unresolved billing dispute.

Mr. Lopez ultimately asked the employee to go into the back area to de-escalate the situation.

Mr. Lopez again told me that he would contact management regarding the roaming dispute. He also continued helping me with the Apple Watch claim.

Later that evening, I finally received some positive news: the Apple Watch claim was approved and my account was credited for the watch. I appreciate Mr. Lopez's assistance in finally getting that portion of this situation resolved.

FINAL ESCALATION

Following the store incident, I contacted Xfinity again to report my experience and continue pursuing the unresolved roaming charges.

After transfers and another extremely lengthy call, I spoke with Freddy in Xfinity Mobile Escalations.

After approximately 3 hours and 44 minutes on the phone, I was instructed to submit this Notice of Dispute as the next step toward finally resolving this matter.

That brings me here.

RESOLUTION I AM REQUESTING

I am respectfully requesting that Comcast/Xfinity review the complete history of my account, including the recorded call and account notes from before my June 28, 2026 trip to Jamaica.

I am requesting:

1. Immediate removal/credit of all disputed international roaming charges resulting from this incident, currently totaling more than $12,000.

2. Written confirmation that these disputed charges will not be reported negatively to any credit-reporting agency, collection agency, or other third party, and correction/removal of any negative reporting if it has already occurred.

3. Protection from service interruption, collection activity, late fees, or account restrictions related to the disputed charges while this matter is being resolved.

4. A credit for my Xfinity Mobile service/billing for the period during which I have been dealing with this matter, including consideration of the September service interruption and the extraordinary amount of time I have spent attempting to correct Xfinity's billing issue.

5. Consideration of complimentary device upgrades or equivalent account credits for all four lines as a customer-service accommodation in recognition of the extraordinary inconvenience and repeated failures to resolve this matter.

6. A formal review of the October 1, 2026 store interaction, particularly the employee who made inappropriate comments regarding my bill without understanding my account or dispute, and appropriate corrective action consistent with Xfinity's customer-service policies.

7. Written confirmation that the Apple Watch matter is completely resolved, that the appropriate credit has been applied, and that I have no remaining financial responsibility associated with the missing device.

8. A single point of contact with sufficient authority to resolve this dispute, rather than requiring me to continue explaining this situation to different representatives and departments.

This experience has caused an unreasonable amount of stress, frustration, lost time, and worry. I have had to repeatedly wonder whether my family's telephone service would be disconnected again or whether more than $12,000 in charges that I have consistently disputed could negatively affect my credit.

I did what a responsible customer should do: I contacted Xfinity before leaving the country to arrange international coverage. When I discovered the charges, I contacted Xfinity immediately. I continued calling, cooperating, submitting documentation, visiting stores, speaking with managers, filing police documentation when instructed, and following every direction I was given.

At some point, the responsibility for correcting this must rest with Xfinity—not with the customer continuing to spend hours repeatedly proving and explaining the same issue.

I am asking that someone with the appropriate authority review my account from the beginning, listen to the relevant recorded calls, review the notes and tickets associated with my account, and finally bring this matter to a complete resolution.

After months of calls, holds, transfers, store visits, tickets, promises, and repeated explanations, submitting this Notice of Dispute is my final attempt to have this handled through Xfinity's internal resolution process.

I ask that this matter be treated with the urgency and seriousness it deserves.

Sincerely,

Danielle Williams
A very disappointed Xfinity customer