Visitor
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3 Messages
Roaming Charges
We have 3 lines, 1 is always unlimited, the other 2 are by the GB. Before we left for our trip to Canada I changed the 2nd line to unlimited and added the Canada/Mexico travel pass to the 2 lines that were by the GB. I read that data was included if you had an unlimited line so I never added the travel pass to that line because I thought data was the same as roaming. The info never said anything about roaming being charged. I saw the text messages that we were getting charged for roaming and as soon as I could I contacted Xfinity to add the travel pass to the unlimited line. I was told by the customer service person that he put in a request for a waiver of those roaming fees and that I would receive an email from Xfinity that they were looking at it. He gave me a $20 credit but I never received an email that any refund request for the roaming charges was received. I have been a loyal customer for over 20 years. I don't think the information I read was very clear regarding data and roaming charges. We were charged $339.61 for the roaming charges. I am requesting a one-time waiver of these charges. Thank you.
user_ps3yop
Visitor
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3 Messages
26 days ago
I went to the store and spoke with a virtual assistant and he took care of everything. The experience was great!
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user_f874ym
Visitor
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1 Message
17 days ago
As is typical, I receive xfinity welcome texts when entering foreign countries. When entering New Zealand, as is typical, among the other information (like data charges), it stated, “If charges become excessive, data roaming will be suspended on your line.” I thought that would be my “safety net.” But no, since after being off airplane mode and away from WiFi for a short time, my Comcast emails downloaded resulting in over $300 of data usage. Since I would call that “excessive,” why was roaming not suspended on my line as the text indicated? I called customer service and was told nothing could be done in way if credit, since it was a “legitimate” charge and the roaming was not suspended since it would stop my texting and calling. So why did the text say roaming would be suspended if excessive? Highly disappointed after being a long-time cable and internet customer and switching to xfinity mobile from another carrier a couple of years ago.
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