U

Visitor

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1 Message

Wed, May 11, 2022 9:50 PM

Global tell pass nightmare.

So I requested a global tell pass on April 2, before going on a cruise, I told them that I needed the pass while on the cruise, well his computer needed rebooted and couldn’t complete the global tell pass but assured me I would be able to use it. I left my phone on waiting to get service but it never came, by the 4th I woke up to 400 dollar worth of charges, I immediately messaged xfinity off of wifi and told them I was supposed to have the global pass that these charges did not make sense, they said I didn’t have the global pass, and stated I would not have to worry about the charges. So again, I left my data on waiting to get service, still nothing. I message the app again the next day. Asking why my phone wasn’t working when I asked for it on Saturday, they said I didn’t have it, but that now they would and I did not have to worry about the charges and credited me 15 dollars for all of the inconvenience. When I get back from vacation I get a notification that I would be getting charged 500 dollars. I called them and explained I was supposed to have the global pass. They said I didn’t have to worry about the charges and I would be credited and they pushed my due date back by 2 weeks saying it would be taken care of, everyone up until that point was apologetic and understanding, I didn’t think to check my bill because they told me not to worry. I wake up yesterday morning with xfinity taking 822.00 out of my account. I called them and they told me that it’s for data and everyone else was wrong before them. They would not stop the payment. Would not work out a payment plan, would not credit me. They gave me another number to call, that supervisor said he couldn’t help although the next number would likely be able to discount or put me on a payment plan because that is a lot of money. I call the number and they said they are the fraud department and can’t help me: He tells me he cannot give me corporates number and can neither confirm or deny if there is a corporate number; but he states that it is obvious that I didn’t understand about the data and someone should have told me while I was on vacation the multiple times I called, or even the guy I told why I wanted to use the global pass, or any of the other 4 people that week. Nothing. Now I am on hold to talk to yet another supervisor. I am devastated, I wanted to take my kids on a nice vacation as a single mom and xfinity is nothing short of being less than understanding of their corporation not getting information to the consumer, there was no fluidity, meaning everyone had something different to say. I told them to please take me to collections, so I could make my mortgage payment. But nothing. I never agreed to almost a thousand dollar payment and cannot believe this is what they do to their clients. 

Official Employee

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26 Messages

14 d ago

Hi there, Thank you for taking the time out of your day to reach out here to Xfinity via our Forums! We are truly sorry that you have had this experience! while on your vacation on your cruise!  do have to apologize, our team here does not have access to Xfinity Mobile accounts. I recommend reaching out to our Xfinity Mobile experts. I am confident they will be able to help you with this matter. You can contact our Xfinity Mobile support center via any of the following methods: • SMS Text Message: 1 (888) 936-4968 • Phone: 1 (888) 936-4968 • Chat: https://comca.st/2Vn7Xpj  Since you tried calling, you can try the other options. Thank you for participating in our community!

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