1 Message
Xfinity mobile ruined my vacation
I had just switched to Xfinity mobile about a month ago in order to reduce my cell phone bill from Verizon. Xfinity said they had a Global pass of $10/day for international use, just like Verizon. I was on a 3 week European vacation and crossed the border into Andorra from Spain. Well...it ends up the country of Andorra isn't covered in their global pass, which i didnt know as I entered and it racked up almost $1k in data from just entering the country with my phone on until I could figure out what was going on and get the data shut off. They charged $20/megabyte!!!...with just 40.5 megabytes used. It was over $818 in data from just entering the country and getting to my hotel and half the cost was speaking with Xfinity trying to figure out what was going on and to get it to stop billing!! This occurred in a little over an hour!!! They did reverse their $170 phone call they called me to help fix, which did nothing as it was still billing me otherwise the charge would have been over $988!!! Anyway@s, after over 8 hours of being bounced around and speaking with Xfinity reps the past couple days it sounds like they are just going to make me pay. It caused me so much stress and anxiety being treated so poorly. It's just ruined my vacation!!! Just for having phone on and existing.... As it turns out, Verizon's international plan would have covered Andorra!!! I wish i never would have switched!!!! I told the Xfinity Mobile reps they would be losing a customer over this but they didnt care. I even spoke with the highest level of their "Care" team as i was told. They were very cold and just said...."Its a valid charge." And would do nothing to help other than offer an extra 30 days to pay the bill. I had texted and spoken with other reps who had said they would put notes in my profile to reverse these charges as they didn't have the power to and they told me their representatives in the background would make sure it didn't appear on my bill.....but it still did!!!!! The "Care" team didn't care about this. Its a predatory trap cash grab!!!! I feel stabbed in the back by Xfinity!!!! I've never been treated so poorly by a company in my life!!! It feels like they are stealing from me!!! Please....its not too late to fix this Xfinity Mobile!!!! My email is [Edited: "Personal Information"]. Please, please, surprise me and offer some compassion and empathy and good customer service and reverse/credit these outrageous data charges incurred by accident from Andorra!!! 😞 Otherwise...I warn whoever reads this to take caution....I don't wish this stress and anxiety on anyone. I'm a human being and was treated like just some [Edited: "Language"] to steal money from!!!
XfinityMartyR
Official Employee
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1.5K Messages
1 year ago
Hello, @user_007a35! Thank you for reaching out to us over our Xfinity Community Forums. We do apologize Andorra isn't covered by the Xfinity Mobile Global Travel Pass, and your vacation was disrupted. We are a bit limited when it comes to assisting our Xfinity Mobile customers over social media and Community Forums due to security, and authentication requirements. Since this is an account specific concern, we would have to direct you to call the Xfinity Mobile Team. However, we can submit a request for the team to reach back out to you. Please send us a direct message with your name, and residential service address.
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tuffigirl
Contributor
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178 Messages
1 year ago
Sorry but they aren't the ones that ruined your vacation. Yes they have an International plan like Verizon but they aren't the same company and it shouldn't be assumed they cover the same countries. It took me a simple 30 second search to find out Andorra wasn't covered in their International plan. Seems to me leaving the country is something most people would do their homework on before traveling. My niece just spent 3 months is Spain and had to make sure she was covered before she left, she wasn't (she has a different carrier) so she bought a prepaid SIM. There's a lot wrong with Xfinity but I don't see how this is their fault.
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