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user_roamingIssue
1st Topic

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Thursday, April 3rd, 2025 1:06 AM

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How to waive roaming charges that we didn't ask for it

<span;>Hi, I have been charged with international roaming fee of $2000. I can't afford to pay that insane amount. I only received the messages when I am landed back to US.

Our family has 5lines of Xfinity mobile. The charges is based on my daughter's line. She was using wifi-hot spot and wifi during vacation at Thailand. Looks like xfinity roaming is running behind although we are using public wifi .

We didn't ask Xfinity that we will use their service, we didnt give approval that we will use roaming service. We were with her all the time. She didn't get any messages regarding to roaming fee update<span;>. The other family members were not using Xfinity mobile line at that time. So, we didn't get any mesaage at that time.

Pls help to suggest how to waive that fee? We were trying to reach out Xfinity support via chat and calls. No one can tell how to appeal for this case. Thanks. </span;></span;></span;>

Question

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Updated 

19 days ago

 • Edited

28

2

0

XfinityShawn

Official Employee

 • 

1.4K Messages

22 days ago

 

user_roamingIssue My team can help you with your roaming charge concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

3

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user_roamingIssue

4 Messages

Hi, I am a loyal customer of 9yrs and platinum reward member. Although I have contacted ur team. It is not resolved. The support team keeps on mentioning about the 1st ever message , but here you can read well that the message is not from Xfinity. There are alot of scam messages receiving. We thought it is a scam message. Why the bill message we received much later has Xfinity keyword. Pls read your own xfinity messages, 1st message we thought scam sent by 47484: "Welcome to Thailand! Phone calls are $0.20/minute, texts are $0.10 each, and data is $0.15 /MB . You can add Global Travel Pass to get 24 hours of unlimited calls and texts, plus 512 MB of high-speed data, for $10/day per line. To add Global Travel Pass, call us for free at [Edit: "Possible malicious number"] or visit your account: [Edit: "Possible malicious site"]

(edited)

22 days ago

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

 

user_roamingIssue  Our team has already been assisting you in private. If you have additional concerns, please feel free to return to our private conversation. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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22 days ago

0

user_roamingIssue

4 Messages

Xfinity is not resolving the issue. We are trying to explain the correct situation, but the customer service agent thinks that we are complaining because we are not getting what we want.  The bill is not sending to the direct number to inform regular update of bill.  And somehow, the user is not using their service, the xfinity is running behind sneaking and stealing money. When going for oversea, pls remove xfinity sims. They will find way to run behind even if u off the data roaming.  

19 days ago

0

XfinityDemitrius

Official Employee

 • 

1.8K Messages

19 days ago

We appreciate you taking the time to reach out regarding the Xfinity Mobile usage that took place while you were travelling internationally @user_roamingIssue. After review, it was determined that the charges are valid and unable to be waived. If you need assistance with the Xfinity Mobile billing, we do offer past-due repayment plan options. The account holder can visit our 'Pay off your Xfinity Mobile past-due balance with a repayment plan' support page to review eligibility and plan options. We appreciate you being a part of our Xfinity Community.

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