Visitor
•
1 Message
Charged $300 in unexpected iPad roaming fees in Canada despite Unlimited Premium Plan
Hello,
I am writing to request assistance from an official Xfinity Corporate Employee regarding a major billing issue. I was recently hit with a $300 international roaming charge on my iPad line during a trip to Canada.
I have been an Xfinity member since 2021 and am currently a Platinum tier Rewards member. My primary mobile phone is on the premium Unlimited plan, which explicitly includes unlimited talk, text, and data roaming in Canada. Because the iPad shares the same account and mobile plan structure, I was under the reasonable assumption that Canada coverage extended across my account's data lines.
At no point during my trip did I receive a warning notification, text, or email alert stating that the iPad line was actively accumulating expensive pay-as-you-go data rates ($0.30/MB) instead of utilizing the plan's standard Canadian roaming features. Had Xfinity sent a high-usage or international data warning to the primary account holder, I would have disabled data roaming instantly.
When I called customer support to dispute this, the experience was incredibly unacceptable for a long-term Platinum customer. Instead of addressing my billing error, the agent spent the call aggressively pushing streaming services, trying to get me to sign up on the spot without giving me time to review them. When I refused the promotional add-ons and insisted on focusing purely on the roaming charges, I was mysteriously disconnected from the call.
This feels like a severe lack of clear disclosure regarding how cellular tablets are treated, compounded by a complete breakdown in customer care and metric-driven deflection from the phone team.
As a loyal customer, I am asking for an Executive Resolution team member to review this case, look at the lack of notifications sent to my account, check the call logs for the agent who hung up on me, and issue a courtesy credit for these roaming charges.
Thank you, and I look forward to a response from the digital support team.
XfinityMarshante
Official Employee
•
1.5K Messages
14 days ago
Hello @Tken4717, thank you for taking the time to leave a post. Sorry for the unexpected roaming charges and the frustrating experience you had when contacting support. I understand why you’d want this reviewed, and we’d be happy to take a closer look at the charges and your account to determine the next steps. 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:
0
0