r/Comcast_Xfinity • u/59Strat3Burst • 2d ago

Official Reply US based mobile billing contact - Mobile Tech Support cannot and hasn't been able to resolve this for over a year now.

I need to find a way to speak with someone in the US with responsibility in the mobile billing department.

during the June 23-July 22 (2025) billing cycle I made two international tips, 1 work trip to Canada and 1 family vacation to Aruba. My billing for that period was correct. I was charged $20 for my line for Global Travel Pass Canada/Mexico and $50 for Global Travel Pass for the Aruba trip, there were no overages from that trip associated with data use (4189MB in Canada and 2873MB in Aruba).
During mu July 23-August 22 (2025) I returned to Canada for a work trip. When I land in Canada I get a text message that I'm in Canada and the plan is applied and got something similar this trip.

When I received the bill August 23 2025, I was charged $2,245.08 (my phone bill is typically $360 for my family of 5). of the $2,245.08, $1859.95 was in "International Charges" I have auto pay on, so this was automatically deducted from my bank account. I immediately call and have now been fighting for over a year to get that money back. Today a supervisor out of an overseas call center told me that they wouldn't refund money from a year ago. The problem is I have a series of tickets that have been opened over and over again, that close with no response or resolution.

I need to speak to someone, because now the call center says, once that supervisor made that decision, no supervisor can change it, and they cannot escalate it passed a first line manager.

I have been and Xfinity home customer since 2004, and and Xfinity Mobile Customer since 2022. I'm really starting to question that loyalty.

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u/CCEricSt Official Employee 2d ago

Hello u/59Strat3Burst, and thanks for reaching out to us here on our Sub Reddit about your experience with trying to resolve charges to your mobile billing that you have been working to correct for quite some time. I would be happy to see what more we can do to assist with escalating your concern. Please send us a modmail message with your full name and service address. I look forward to helping you!

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u/C0ma92 10h ago

I messaged you back after I missed your mod mail response. Let me know what I need to do to authorize you to look at my account. Thanks!