After 18 Years of Loyalty, This Is How Xfinity Treats Me?

I took a quick trip to Tijuana—just a couple of hours, in and out. A few days later, I was shocked to receive a $153 overcharge on my Xfinity Mobile bill for just 500MB of international data. That’s less than a single song’s worth of data. What if I stayed there for the whole day, How much would I have paid?

I had no idea I was even roaming. Their explanation? "It’s $0.30 per MB, so the charge is accurate." No warning, no alert, no flexibility—just a flat-out “nothing we can do.”

This, from a company I’ve stuck with for 18 years.

Meanwhile, they’ll gladly spend $1,000+ to acquire a new customer, but won’t lift a finger to support a loyal one. Their priorities are clear.

I’m seriously considering switching to AT&T Fiber with a phone and internet bundle. At least they seem to value their customers.

It’s frustrating—and honestly disappointing—to be let down so badly by a company I once respected.

Responses

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XfinityBenny

Official Employee

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968 Messages

1 day ago

@user_h3ahjd Thanks for adding a post to the community. We understand roaming charges are not fun. It is important to manage your device and ensure you are set to use the data at a lower rate, or disable data roaming. Any time you use your iPhone or Android device in an area where your carrier’s network isn’t available, you’ll likely see additional charges on your monthly bill. While many carriers allow you to use other voice networks without penalty, that’s not always the case with data roaming. In both cases (voice and data), you are also likely to incur roaming charges if you travel outside of the United States.

The easiest way to ensure that you never get hit with unexpected data roaming or data plan charges when traveling abroad is to disable the “data roaming” option using your device’s “Settings” menu. Disabling this option keeps your phone from connecting to data networks outside of your home network. If you’re ever outside your home network and need access to the Internet, you can always turn this option back on, but at least you’ll be prepared for the charges you’re incurring.

user_h3ahjd

Visitor

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3 Messages

@XfinityBenny

I'm frankly disappointed by your response — not only does it fail to address the issue, it reinforces how poorly the company handles customer complaints.

Let’s assume I made an honest mistake — I left something running for an hour and used 500MB. Charging $150 for that and refusing to offer any form of goodwill adjustment, especially to a long-time customer, is excessive and unreasonable. Most companies would see this as an opportunity to show flexibility and build loyalty — instead, you've shown the opposite.

This feels like a complete disconnect between customer service and the retention team. It's frustrating to see that keeping a customer isn’t worth rectifying a simple, one-off issue.

I expected better. What’s been offered so far is not only inadequate — it's petty and dismissive.

1 day ago

XfinityDena

Official Employee

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3.5K Messages

I am sorry for how your experience has made you feel. We are unable to offer a credit for valid charges. Mexico isn't covered by Global Travel Pass, but you can still pay as you go for data. Only pay for the data you use while in Mexico which is $0.30 Per MB. Do you need a payment plan for the balance on the account? Xfinity Mobile offers options to help you manage your payments, especially if you're facing difficulties meeting your billing obligations. You can reach out to Xfinity Mobile to discuss your options and determine your eligibility. @user_h3ahjd

You can initiate this process by:

- Chatting with the Xfinity Assistant online.
- Calling Xfinity Mobile at 1-888-936-4968.
- Using the Xfinity app.
- Calling 1-800-XFINITY 1-800-934-6489

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20 hours ago

user_h3ahjd

Visitor

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3 Messages

@XfinityDena

As a Director of Marketing at a subscription-based company, I can confidently say that when we make a mistake — or even appear to — we own it. We refund, apologize, and make it right, whether the billing was technically legitimate or not.

Charging \$0.30/MB is not just outdated, it’s exploitative. You know exactly what this is: taking advantage of customers who leave roaming on by default.

Your response doesn’t address the real issue and comes off as dismissive. I’ll be sharing this experience publicly and with consumer protection channels so others are aware of how poorly Xfinity treats its customers.

Don’t bother replying with a canned, patronizing statement. That won’t help your case.

9 hours ago

Customer Service

user_h3ahjd

After 18 Years of Loyalty, This Is How Xfinity Treats Me?

XfinityBenny

user_h3ahjd

XfinityDena

user_h3ahjd

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