1 Message
Got charged for travel pass when data was off
Hello Team,
For some reason my phone connected to data even though i had turned it off before traveling and had this mini sessions of 0.01Mb to 0.4Mb. I was traveling over Canada and it connected and activated the travel pass. Same happened in Germany and then again in India. In total i was charged $75 for travel pass when the total amount of data used was only mere 1Mb or so and all was done unknowingly. After reaching out to xfinity support, they refused to waive off. As i long time xfinity customer, I expected support to be more courteous and consider the case for waive off as it is a genuine situation where data was used without my knowledge and in meager quantity which should not accumulate a hefty charges of $75.
Please connect me with someone who can help get these charges waived off. I am currently in India and unable to call Xfinity support fearing that additional call charges might apply.
BruceW
Gold Problem Solver
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26.3K Messages
4 months ago
Unless a cellphone is in airplane mode it will still communicate with cell system towers, even with data and roaming switched off. Cheeky of them to charge you for an idle phone, but not really surprising.
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XfinityRay
Official Employee
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2.7K Messages
4 months ago
Hi there, user_608dro! Thanks for reaching out about the Global Travel Pass. Aside from the pass concerns, I hope the rest of your trip has been a good one!
This link has the frequently asked questions for Global Travel Pass. One the pass is added to a line it will activate by making or receiving a call, sending a text message, or using data while in a covered country.
Our Xfinity Mobile team would be the ones to help with this. Since you are unable to call at this time, have you reached out to our secure online chat where an Xfinity Mobile Expert is available 24/7?
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user_dp0clj
1 Message
4 months ago
I am facing the same issue. I have been charged $260 for global travel pass for data usage of 0.01MB data/day. Customer care says they can’t do anything. Looking at the number of people facing the same issue, I don’t understand why xfinity is not willing to fix it.
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DaveO3
Problem Solver
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772 Messages
4 months ago
1.) My guess is that you did not have airplane mobile turned on. 2.) The next thing to consider is whether you had data roaming turned on or off? 3.) Here may be the problem which is what type of phone you have, since for some reason, only iPhones also turn off calls and text when data roaming is turned off.
So your option should have been to turn off the Global Pass if you just wanted calls and text. If you also didn’t want calls and text then you would need to call Xfinity to turn off international roaming completely. Yes, that’s crazy.
(edited)
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user_58l0p8
6 Messages
1 month ago
I'm facing the exact same issue—charged over $500 without using any service. This feels like a complete scam.
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user_3m2ece
2 Messages
10 days ago
Same here. Got charged 140$ for global pass without my knowledge and xfinity does not even care to send a message / email that the global
pass is active
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user_xi5v9k
1 Message
7 days ago
We were overcharged $180 for Travel Pass on trip to Europe Jan./Feb. 2025. To get answers related to the extraordinary bill, we made two trips to the store, had a few long live chats, wrote an informative letter to the headquarters and made two phone calls to billing/customer service - all were unproductive in solving this. In the meantime, the money was withdrawn and we've seen no reimbursement. I suspect that for some reason their software does not detect when data on iphones is turned off. It's bewildering and very frustrating; they took the $180!
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