Request for Corporate Review — $663 International Charge

I’m hoping someone from the Xfinity corporate team can help resolve an Xfinity Mobile billing issue that I haven’t been able to resolve through the normal billing and escalation channels. I’ve been an Xfinity customer for more than a decade, and this has been a particularly frustrating experience.

I recently traveled to Mexico and returned to a $663 bill. I was confused by the charge because my Global Pass showed as active, which I understood would provide a flat rate for international data.

I called Xfinity on August 26 and spoke with Chelsea. After I explained the issue, she told me Xfinity would correct the bill to apply the flat rate. She also assured me that I did not need to worry about the upcoming due date and that it would be extended while the issue was being resolved.

When the correction and extension still had not appeared as the due date approached, I called again on September 4. The representative initially questioned whether the bill could be adjusted. I explained that Xfinity had already agreed to make the adjustment on August 26. The representative then told me they would review that call.

After putting me on hold for approximately 15 minutes, the representative returned and told me that I would not be responsible for the disputed charge, that I should not worry about the bill, and that I would receive an email showing the correction.

Instead, the email I received showed the same $663 balance and the same due date.

When I asked about the discrepancy, I was then asked to provide proof that I had Global Pass. I explained that I could provide that information, but I was also trying to understand why we were revisiting an issue Xfinity had now told me twice would be corrected. At that point, I was told that the offer to adjust the bill was being withdrawn.

I asked to speak with a manager and ultimately spoke with Leo in Billing Department Escalation (reference ECM0024966821). When I explained that the previous representative had told me they reviewed the August 26 call and confirmed the resolution I had been given, Leo told me that representatives cannot listen to previous calls and apologized that I had been given incorrect information. He nevertheless declined to apply the previously communicated resolution and offered a $40 credit instead.

What I’m trying to ensure at this point is that the commitments Xfinity made to me are actually reflected in my account. I’m asking for someone with the appropriate authority to review the August 26 and September 4 interactions and correct the bill consistent with the resolution I was given. I can also provide documentation showing that Global Pass was active.

What has been most frustrating is not simply receiving a bill I questioned. It is that I contacted Xfinity promptly, was repeatedly assured that the issue would be corrected, relied on those assurances, and then had that resolution withdrawn after being told again that the matter had been resolved.

I would also appreciate confirmation that the disputed amount will not be charged or create any adverse consequences for my account while this is being reviewed.

Image of the active global pass.