Ongoing Billing Dispute and Unauthorized Order from Chat Agent

Hi, I’m hoping someone from Xfinity can help finally resolve this situation because I’ve now spent more than four hours on the phone and my issue is still unresolved.

My original concern was a $152.25 “Service while outside the U.S.” charge from my Aug 23–Sept 22 billing cycle. I had Global Travel Pass active during my trip (Sept 19–26, traveling from Jacksonville, FL → Toronto, Canada → Germany), so that charge should not have applied.

I contacted Xfinity through live chat to dispute the charge. The chat started normally, but I was then connected to an agent named Dhanshri, who said they were from the internet billing department. Instead of addressing my dispute, the agent began offering “special promotions” — including an upgraded internet plan and a free Apple Watch — and eventually asked me to submit my SSN and DOB through a link for “verification.”

I never agreed to any new plan or device order, but shortly afterward I received emails confirming an order had been placed. Since then, I’ve called multiple times and keep being told to call back or that I’ll be transferred to another department. My initial $152.25 charge still hasn’t been reviewed, and I’m now also worried about unauthorized changes to my account.

I’m asking for help to:

1. Remove the $152.25 international roaming charge that should have been covered under Global Travel Pass.

2. Cancel and reverse any unauthorized Apple Watch or device order created during that chat.

3. Confirm in writing that no new lines or installment plans were added to my account.

4. I want confirmation that my SSN, DOB, and payment information provided through your chat link have not been misused or exposed.
5. Please escalate this to your Fraud and Customer Experience teams for internal review. I’d like written confirmation of what happened, and that my personal data (including SSN and DOB) is secure.

If possible, I’d appreciate this being escalated to a Mobile billing specialist or fraud prevention team.