@xfinitysupport: Extremely disappointed with Xfinity Mobile — nearly $950 for a little over 24 hours of travel v

I am posting this because I am extremely frustrated and disappointed with how this situation has been handled by Xfinity Mobile.

My husband was traveling internationally, so before he left, I went into the Xfinity app specifically to make sure everything was set up correctly. I took the time to review the available international coverage and added Global Travel Pass to his phone line.

From my end, the Xfinity app showed that the Global Travel Pass was active. I understand that once the phone crossed over, the coverage would be activated. I did not receive any warning, notification, or message stating that our phone plan or devices were not compatible with Global Travel Pass. nor was I prompted on the Xfinity app. 

There was nothing telling me that we had an older-generation/older iPhone that could create an issue with the coverage.

Then, after a trip that lasted a little over 24 hours, I received a notification for an almost $950 bill.

Obviously, I was shocked and immediately believed there had to be a mistake.

I physically went to an Xfinity location to try to get help. Unfortunately, the representative there told me they couldn’t assist me with the issue and directed me to speak with a representative through a video/FaceTime-type support service there in the store. 

I explained the entire situation to the representative and authorized him to review our account.

I want to make something very clear: the representative I spoke with was professional, patient, and genuinely tried to help me. He took the time to investigate the account and told me that he had identified the issue.

He explained that because we have a 3rd generation, there may have been an issue with how the Global Travel Pass applied to our line. 

I honestly looked at him and said, “I’m sorry, but I’m not really sure what that means, what’s a 3rd generation mean? 

He patiently explained it to me. But he reassured me this matter should be fine and should be settled. 

I then explained to him that I had specifically gone into the Xfinity app before the trip to make sure I was doing everything correctly. I followed the information provided by Xfinity, reviewed the process for adding Global Travel Pass, and made sure it showed as active.

I asked him:

“Is Xfinity supposed to inform customers of these limitations when they are adding additional coverage?” Or was the xfinity app supposed to inform me about of this “3rd generation phone/ plan? 

Because if there is a compatibility issue involving a customer’s existing plan or phone, shouldn’t the customer be clearly informed before they travel and before potentially hundreds of dollars in charges are incurred?

The representative agreed to escalate the situation to upper management and began advocating on my behalf.

This is where my frustration became even greater.

The representative was trying to help me, but he received no support from upper management.

My request was ultimately denied based on the reasoning that, from upper management’s perspective, I should have known.  I was so puzzled and angry. How are you to know, if you’re not informed?!? 

😡

I am not an Xfinity technical expert. I am a customer.

I went into the Xfinity app specifically because I wanted to make sure I had the proper coverage. I read through the information provided, reviewed the policy and the step-by-step instructions for adding Global Travel Pass, and followed what Xfinity instructed me to do.

The app showed me that the coverage was active.

It did not tell me:

• That our older plan could create a problem
• That our older iPhones could affect the coverage
• That Global Travel Pass might not work as I reasonably understood it to
• That we could potentially incur nearly $950 in charges for a little over 24 hours of travel

Yet I’m being told that I should have known.

We have been longtime Xfinity Mobile customers. We have consistently paid our bills on time and have never had an issue with making our payments. We have trusted Xfinity with our mobile service for years.

That’s why this experience is so disappointing.

Im asking for Xfinity to recognize that I made a good-faith effort to do everything correctly before the trip and that the information provided to me through the app did not make me aware of the potential problem.

The telecommuter rep. unfortunately, he apparently wasn’t given the authority or support from upper management to actually resolve the issue.

What I find most disappointing is that after being a loyal customer for years, the final answer essentially came down to:

“You should have known.”

That’s not the kind of customer service I expected from Xfinity.

If there are limitations based on an older plan or device, Xfinity needs to clearly communicate those limitations when the customer is purchasing the additional coverage.

Customers shouldn’t have to discover those limitations after receiving a nearly $950 bill.

I am asking Xfinity to please take another look at this situation, not simply from the perspective of whether the charges technically occurred, but from the perspective of whether I was given clear and adequate information to reasonably understand what I was purchasing.

Because I did my part.

I checked. I read the information. I followed the steps. I added the coverage. I made sure it showed active.

And I still ended up with an almost $950 bill.

And on top of it all NONE of the calls from my husband had horrible if any connection. Not one time could I hear him.  I’m sure you could check and see how many back to back calls made that were not successful.