Visitor
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1 Message
Excessive Roaming Charges
Hello,
I am writing to formally dispute an excessive and unconscionable roaming charge of $5,346.92
I was never given any real-time alerts, SMS, or email warnings notifying me that the data roaming charges had reached this level until I received the end-of-cycle bill.
Even after, the current cycle was still accumulating charges until I changed the plan to include international data. For the charges to have reached this point without suspension of data roaming capabilities or warning is borderline predatory.
I am requesting an immediate investigation and an escalation of this case to the Executive Resolution Team. I am looking for a fair resolution to correct this error. Please note that I am prepared to escalate this matter to the FCC and other regulatory bodies if this is not resolved promptly.
I look forward to your response to handle this via private message.
Thank you.
XfinityMarshante
Official Employee
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1.3K Messages
8 days ago
Hello @cronusgk, thank you for taking the time to leave a post. I can certainly understand how alarming and frustrating it must be to receive a bill with roaming charges of that amount, especially if you were not aware that charges were accumulating. We would like the opportunity to take a closer look at your account and the charges in question. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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user_z1sui8
Visitor
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2 Messages
8 days ago
I had the exact same experience, and I was using WIFI for most of my trip. [Edited: "Soliciting"]
(edited)
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user_z1sui8
Visitor
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2 Messages
8 days ago
Two additional pieces of information. First, I have not seen documentation of the usage - I had to call, twice, in order to get information about the usage. I was told that I used 8539 MB of data, but I was using WIFI most of the time, so it is very unclear to me how this could be possible. It appears as if all data usage - cell or wifi - is being billed. Second, I did get a text saying that if data usage was excessive, they would cut off roaming and notify me.. that never happened. On their website, they define "very high" charges as $1000, so they should have cut off my roaming when costs exceeded $1000. Even at that it is hard to believe that data streaming on cell alone was that high. I see many complaints on this issue over the past few months and multiple inquires to the FCC and FTC.
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