5 Messages
I have been promised a reversal of roaming charges but the charges still appear on my bill
I added a phone to my account for my son and added the Global Travel Pass at the same time. The agent in the store who set up the phone line and the Global Travel Pass confirmed that the countries to which my son was traveling would be covered under the Global Travel Pass, thereby costing only $10 per day. We double-checked the list of five countries with the agent. On July 9, I got several text messages indicating that there were hundreds of dollars in roaming charges coming through as a result of my son's phone usage. Within seconds of receiving those text messages, I called Xfinity and suspended that phone line completely. Since that time, I have had numerous Xfinity agents (agents in the Miami store, on the phone, via messaging, and in the Center of Excellence) review this matter and promise that I would not be responsible for the charges. They acknowledge that since the original agent made a mistake, I would not be responsible for that mistake. More recently, other agents are telling me that the refund was denied but "they are still working on it." It has been nearly eight weeks. When can I expect this to be resolved?
XfinityAlyssaA
Official Employee
•
1.7K Messages
3 months ago
Good afternoon and happy Labor Day @user_qybhdg! We appreciate you reaching out on our Community Forums and are sorry to hear about the frustrating experience with your Global Travel Pass. I completely understand your frustrations and assure you that our team is here to help how we can. We'd be happy to review your refund request and if needed, we can get a ticket submitted over to our dedicated Executive Mobile team for further assistance. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
To send a "Direct Message" ("Private") message:
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We look forward to working with you further!
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user_qybhdg
5 Messages
2 months ago
Very grateful to Xfinity management in finally resolving this issue. After enduring many weeks of getting promises from various agents who were unable to follow through, the right person with the right level of authority finally stepped in to understand the issue and get it resolved quickly and properly. Thank you!
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